Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Sandra Morrow

Vancouver,WA

Summary

Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proactive Purchasing Manager helping businesses meet fulfillment obligations through reliable vendor partnerships and streamlined ordering processes. Performs detailed research in supplier selection, sourcing and value assessment to form best overall strategy for long-term gain. Manages purchasing budget to determine feasibility of contracts and exceed savings goals.

Overview

13
13
years of professional experience

Work History

Customer Service Supervisor

ABM Aviation
08.2023 - Current
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
  • Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created, prepared, and delivered reports to various departments.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Monitored front areas so that questions could be promptly addressed.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Customer Service Manager on Duty

Rite-Aid
04.2020 - Current
  • Facilitated resolution of vendor disputes and discrepancies.
  • Led sourcing process for new vendors to get quality products and services and mitigate risk.
  • Managed supply chain process, from order placement to delivery, to facilitate on-time and accurate fulfillment.
  • Generated reports on purchasing activities to support management decisions.
  • Monitored inventory levels and avoided shortages with timely replenishment of stock.
  • Resolved invoice and payment issues to facilitate prompt payment to suppliers.
  • Conducted spend analysis to identify cost-saving opportunities.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Established and maintained accurate records of purchases, pricing and payment terms.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.

Housing and Operation Manager

Art Of Living
07.2011 - 02.2018
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Developed and maintained relationships with external vendors and suppliers.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Increased profit by streamlining operations.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Assisted in recruiting, hiring and training of team members.
  • Analyzed and reported on key performance metrics to senior management.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Devised processes to boost long-term business success and increase profit levels.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Education

Bachelor of Arts - Design And Manufacturing

Kazan State University
Kazan, Russia
06.2004

Skills

  • Coordination
  • Business Review Preparation
  • Vendor Negotiations
  • Continuous Improvement Strategies
  • Company Inventory Oversight
  • Loss Prevention Strategies
  • Supplier Management
  • Freight Processing
  • Operation Monitoring
  • Cost Controls Familiarity
  • Market Analysis
  • Sales Transactions

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 40 staff members.

Languages

English
Native or Bilingual
Macedonian
Native or Bilingual
Bulgarian
Full Professional
Serbian
Full Professional
Croatian
Professional Working

Timeline

Customer Service Supervisor

ABM Aviation
08.2023 - Current

Customer Service Manager on Duty

Rite-Aid
04.2020 - Current

Housing and Operation Manager

Art Of Living
07.2011 - 02.2018

Bachelor of Arts - Design And Manufacturing

Kazan State University

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Sandra Morrow