Reanna Sookhan
Port Saint Lucie,FL
Summary
Customer support and operations professional with 15 years of experience and a strong background in team leadership, process improvement, and cross-functional collaboration. Skilled in employee development, operational efficiency, and workflow optimization, with a focus on accountability, problem-solving, and continuous improvement.
Core competencies
- Team Leadership & Employee Development
- Process Improvement & Workflow Optimization
- Cross-Functional Collaboration
- Customer Support Operations
- Operational Efficiency
- Problem-Solving & Accountability
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Support Team Lead
Hog Technologies
Stuart, FL
2025.09 - Current
- Provide daily leadership and direction to Customer Support team members, overseeing workload distribution, workflow, service quality, and departmental priorities.
- Assumed expanded leadership responsibilities during a management vacancy, overseeing daily operations, addressing employee concerns, resolving escalations, making operational decisions, and communicating key issues to upper management.
- Manage complex customer concerns and high-level escalations, determining appropriate resolutions while balancing customer needs with company policies and operational requirements.
- Train, coach, and support Customer Support Representatives, contributing to employee development, performance evaluations, and accountability.
- Oversee customer order processing, including quotes, sales order entry, order confirmations, and purchasing requests, ensuring accuracy and timely execution.
- Manage customer returns (RMA) by evaluating returned parts, researching and documenting return reasons, processing appropriate credits, and providing customers with supporting return documentation.
- Collaborate with Finance, Inventory and Technical Support to resolve account discrepancies, coordinate order fulfillment, address operational challenges, and improve cross-department efficiency.
- Identify process gaps and recommend workflow improvements to strengthen customer communication, improve spare parts delivery, and increase departmental efficiency.
Customer Support Representative
Hog Technologies
Stuart, FL
2021.03 - 2025.08
- Served as the primary contact for escalated customer issues and provided solutions aligned with company standards.
- Process customer orders, inquiries, and billing documentation while maintaining accuracy and timely resolution of requests.
- Trained and onboarded new team members on ERP usage, product knowledge, and customer communication to enhance team effectiveness.
- Led weekly performance meetings with Spare Parts Manager to review KPIs, product updates, and identify improvement opportunities.
- Produced weekly AR aging reports and revenue summaries while assisting with budgeting and forecasting to support financial accuracy.
- Conducted pricing and margin analysis for spare parts and managed overdue accounts.
- Coordinate domestic and international shipments through FedEx, UPS, DHL, and LTL/FTL carriers; create shipping documents and labels.
- Monitor inventory levels, review spare-parts allocation for work orders and truck builds, and conduct Tier 1 inventory audits using SAGE 100.
Customer Service Team Leader
H2Ocean
Stuart, FL
2018.06 - 2021.02
- Led daily customer support operations across phone, email, and chat channels, supporting wholesale and retail customers.
- Provided day-to-day guidance and oversight to a team of 3–4 peers, monitoring phone interactions and service quality to maintain customer service standards.
- Trained and supported new team members on communication best practices, service procedures, and customer support expectations.
- Processed wholesale and retail customer payments across multiple methods, including credit card, C.O.D., check, and Net 30 terms, ensuring accurate transaction handling.
- Collaborated with Warehouse and Sales teams to resolve order-related issues and support accurate, timely order fulfillment.
Logistics Coordinator
H2Ocean
Stuart, FL
2020.03 - 2021.02
- Managed logistics and shipment coordination for multimillion-dollar retail corporations, including CVS, Walmart, and Hot Topic, ensuring accurate fulfillment and on-time delivery.
- Coordinated freight documentation, inventory allocations, procurement, and vendor deliveries while balancing competing priorities and critical deadlines.
- Managed domestic and international shipments using UPS WorldShip, FedEx Ship Manager, and DHL Express, maintaining shipment accuracy and delivery visibility.
Education
Associate in Science (AS) - Psychology
Indian River State College
Port Saint Lucie, FLHigh School Diploma - ASA (Applied Science Academics)
Port St. Lucie High School
Port Saint Lucie, FLSkills
- Problem-Solving & Root Cause Analysis
- Conflict Resolution
- Employee Coaching & Training
- Inventory and Order Coordination
- Issue Escalation & Resolution
- Documentation & Reporting
- Prioritization & Workload Management
- Microsoft Office & Business Systems (QuickBooks, Salesforce & FishBowl Inventory Management)
- ERP System (Sage 100)
Certification
• PROJECT LIFT Women’s Leadership & Management (NPC) | 2026
• Alzheimer’s II - Florida Dept of Elder Affairs | 2019
• Eldermark ALS (EMAR) | 2018
• Alzheimers I (ADRD) - Florida Dept of Elder Affairs | 2018
• Young Paraprofessionals Leadership & Communications | 2014
• Academic Undergrad Support Aide | 2012
Timeline
Customer Support Team Lead
Hog Technologies
2025.09 - Current
Customer Support Representative
Hog Technologies
2021.03 - 2025.08
Logistics Coordinator
H2Ocean
2020.03 - 2021.02
Customer Service Team Leader
H2Ocean
2018.06 - 2021.02
Associate in Science (AS) - Psychology
Indian River State College
High School Diploma - ASA (Applied Science Academics)
Port St. Lucie High School