Sheryl Smith
Franklin,IN
Summary
Highly-committed Supply Chain professional with hardworking mentality to maintain quality of services and products. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring five years of experience in CS&L and take on challenging new role.
Overview
11
11
years of professional experience
Work History
Client Success Manager
Legacy Supply Chain Services
01.2021 - Current
- Provide strategic direction and leadership to direct reports while acting as a cross-functional liaison to resolve client issues, address service requests, and ensure operational excellence
- Supervise order fulfillment activities to certify data/billing accuracy and improve client communication
- Conduct regular order performance and shipment reviews to identify and mitigate process gaps
- Update and manage Non-Compliant Receipts (NCRs) by conveying client feedback and concerns to Inbound.
Customer Service Representative
Legacy Supply Chain Services
01.2020 - 01.2021
- Supervised daily outbound shipments to ensure compliance with all deadlines
- Maintained cross-functional collaboration with business units to draft and review Bills of Lading (BOL), Certificates of Destruction (COD), driver logs, and mail innovations
- Performed EDI interventions, resolved automation data-transfer issues, and manually uploaded orders for multiple business units
- Relayed order pick-up and tracking information to relevant departments to maintain workflow and prevent delays.
Warehouse Team Lead (Loose Pick)
Legacy Supply Chain Services
01.2019 - 01.2020
- Directed the team, monitored SOP compliance, and performed task allocation to fulfill daily objectives and production goals
- Conducted regular performance evaluations to identify and execute team training to improve productivity
- Operated WMS for effectively scheduling orders and managing shipments according to the daily workload.
Warehouse Associate (Loose Pick)
Legacy Supply Chain Services
01.2019 - 01.2019
- Performed order packing and shipment activities while adhering to deadlines
- Wrapped and repacked shipments according to order requests and updates
- Organized orders as per defined protocols to ensure proper carrier separation.
Department Lead (E-commerce)
Kroger Marketplace
01.2017 - 01.2018
- Promoted with the goal of leading the team to ensure SOP compliance and inspire target achievement
- Received customer orders and assigned responsibilities to relevant staff
- Evaluated and guaranteed associates’ picking accuracy to prevent escalations
- Enabled well-informed decisions for the board by presenting regular reports.
E-commerce Clerk (Clicklist)
Kroger Marketplace
01.2016 - 01.2017
- Acted as the first point of contact for customers to address queries
- Planned and executed the order fulfillment process of online orders to ensure timely customer delivery
- Managed and processed orders by operating the point of sale (POS) system to ensure accuracy and prevent delays
- Guaranteed resolution of customer and operational issues by prompt escalation to the supervisor.
ATT Technical Support Representative / ATT Escalation Desk
Sutherland Global Services Philippines Inc.
01.2013 - 01.2016
- Interacted with customers to address queries, resolve TV/Internet/Landline service issues, and navigate through the troubleshooting process
- Provided technical support to customers to guide them during the installation of cables, top boxes, access points, routers, and modems
- Ensured cross-functional collaboration to verify all customers’ requests were met
- Dispatched a technician/s for on/off-site customer assistance.
Education
Bachelor of Secondary Education -
Holy Trinity College
General Santos City, PhilippinesMaster of Business Administration -
Purdue University
West Lafayette, IN01.2022
Skills
- Customer Service
- Order/Shipment Control
- Root Cause Analysis
- Employee Training
- Troubleshooting
- Key Performance Indicators
- CRM Software
- WMS
- Performance Goals
- Deadline-Oriented
- Decision Making
- Time Management
- Account Management
Additional Work History
Learning Integration Specialist / eLearning Consultant, DIWA Learning Systems Inc.
Languages
English
Full Professional
Filipino
Native or Bilingual
Timeline
Client Success Manager
Legacy Supply Chain Services
01.2021 - Current
Customer Service Representative
Legacy Supply Chain Services
01.2020 - 01.2021
Warehouse Team Lead (Loose Pick)
Legacy Supply Chain Services
01.2019 - 01.2020
Warehouse Associate (Loose Pick)
Legacy Supply Chain Services
01.2019 - 01.2019
Department Lead (E-commerce)
Kroger Marketplace
01.2017 - 01.2018
E-commerce Clerk (Clicklist)
Kroger Marketplace
01.2016 - 01.2017
ATT Technical Support Representative / ATT Escalation Desk
Sutherland Global Services Philippines Inc.
01.2013 - 01.2016
Bachelor of Secondary Education -
Holy Trinity College
Master of Business Administration -
Purdue University
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