Rosa King
Grand Terrace,CA
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Logistics Operations 1
Niagara Bottling Company LLC
01.2018
- Face to face, email, chat, and phone communication with Niagara’s plants, Planning, and Carriers
- Facilitate carrier pick-up
- Track loads to maintain OTD and ensure orders are being picked up at their schedule time
- Run reports as needed for Strategic Planning and plants when requested
Customer Service Supervisor II
Niagara Bottling Company LLC
01.2024 - Current
- Provide strategic leadership to multiple Customer Service teams or larger, more complex operation, ensuring seamless service delivery and high customer satisfaction.
- Analyze exception and service level reports to identify trends, implement process improvements, and guide data-driven decision-making across teams.
- Lead resolution of escalated or high-impact customer service issues, developing and implementing long-term corrective strategies.
- Review and interpret performance metrics to drive continuous improvement initiatives and partner with key customer accounts to enhance overall service performance.
- Collaborate cross-functionally with department managers and senior leaders to align service operations with business goals and optimize cross-department processes.
- Evaluate team productivity and effectiveness, developing targeted coaching and performance development plans to elevate individual and team capabilities.
Customer Service Supervisor
Niagara Bottling Company LLC
01.2022 - 12.2023
- Oversee a team of Customer Service Representatives providing all levels of support to internal and external customers by troubleshooting any order and/or delivery issues.
- Runs/Maintains exception and service level reports, distributing accordingly
- Recommend solutions for customer service issues and complaints.
- Reviews performance metrics and takes lead on coordinating resolutions and continuous improvement efforts with lower service performing customer accounts.
- Collaborate with other department managers and supervisors.
- Evaluate CSR team productivity through reporting.
Customer Service Specialist
Niagara Bottling Company LLC
06.2020 - 01.2022
- Responsible for several, complex and/or key customer accounts as primary contact, driving service level to attain metric goals by understanding account dynamics.
- Runs/Maintains exception and service level reports, distributing accordingly
- Acts as advocate for customer with a balanced and objective approach
- Reviews performance metrics and takes lead on coordinating resolutions and continuous improvement efforts with lower service performing customer accounts.
- Collaborate with Sales Manager, Cost Management, Planning, and Order Management for promotional planning and execution
- Take a proactive approach communicating updates on late orders and or rush orders to buyers
Customer Service Representative II
Niagara Bottling Company LLC
06.2019 - 06.2020
- Awareness of SKU’s in customer portfolio, and sourcing options for all items
- Research inventory imbalances using all available resources and proactive in order to maintain healthy inventory levels
- Ownership of customer satisfaction and drive success through identifying opportunities, problem solving and leading solution development efforts
- Act as an advocate for the customer with a balanced and objective approach
- Solve complex, multifaceted issues where analysis requires in depth evaluation and solutions
- Operate as the lead point of contact for all matters concerning the customer and responsible for all communication at the buyer/broker level
Logistics Operations 2
Niagara Bottling Company LLC
06.2018 - 01.2019
- Promoted to Logistics Operations 2 within 4 months of employment
- Troubleshoot systematically in OTM and EBS to ensure carriers are loaded to ensure OTD
- Re-plan loads when orders are canceled
- Collaborate with Strategic Planning to ensure produce is available when it is rescheduled
- Escalate issues accordingly when needed through the appropriate channels
- Schedule loads with pickup and deliver appointments
Keyholder
Vitamin Shoppe
01.2015 - 01.2018
- Providing excellent customer service by communicating in depth product knowledge to best fill the customer’s supplemental needs
- Manage daily store operations tasks including running sales reports, opening and closing of store, and managing employees
- Overseeing pricing and stock control
Assistant Store Manager
Goodwill Southern California
01.2014 - 01.2015
- Responsible for running all operations for the store, including delivering logistics, hiring, store replenishment, and stockroom oversight
- Managed and trained a staff of 15 employees, also handled scheduling and breaks
Education
Associate of Arts - Social Science
San Bernardino Valley College
San Bernardino, CA01.2017
Bachelors of Science - Dietetics
California Polytechnic University
Pomona, CA06-2026
Skills
- Project Planning and Management
- Communication, Leadership, and Positivity
- Research and Competitive Analysis
- Leadership and Critical Thinking
- Team Building
- Training, Instructing, and Advising
- Administrative Management
- Microsoft Excel/ MS Office
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Flexible and adaptable
- Excellent communication
Certification
Food Service Manager (2024)
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor II
Niagara Bottling Company LLC
01.2024 - Current
Customer Service Supervisor
Niagara Bottling Company LLC
01.2022 - 12.2023
Customer Service Specialist
Niagara Bottling Company LLC
06.2020 - 01.2022
Customer Service Representative II
Niagara Bottling Company LLC
06.2019 - 06.2020
Logistics Operations 2
Niagara Bottling Company LLC
06.2018 - 01.2019
Logistics Operations 1
Niagara Bottling Company LLC
01.2018
Keyholder
Vitamin Shoppe
01.2015 - 01.2018
Assistant Store Manager
Goodwill Southern California
01.2014 - 01.2015
Associate of Arts - Social Science
San Bernardino Valley College
Bachelors of Science - Dietetics
California Polytechnic University