Summary
Overview
Work History
Education
Skills
Languages
Timeline
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STEPHANIE HENAO

STEPHANIE HENAO

Training and Development
Gurnee,IL

Summary

Diligent problem-solver with resourceful approach to challenges and organized style. Leverages Training expertise to manage job functions. Excellent communicator with focus on people and results.

Overview

7
7
years of professional experience

Work History

Helpline Operator; Sr. Customer Service Rep

Uline Shipping Supplies
08.2022 - 03.2024
  • Engaged with 30+ internal customers daily to assist with procedural knowledge across all Uline
  • Provided individualized feedback and guidance to new team members, resulting in a 15% decrease in customer service response times and a 20% increase in issue resolution rates
  • Optimized coding and categorization of customer feedback data by analyzing and implementing new tagging criteria; achieved 98% accuracy rate that led to identifying key customer pain points and opportunities for product and procedure enhancement
  • Analyzed and documented 100+ calls per week, identifying recurring issues and opportunities for process improvement, leading to a 30% increase in 'one and done' resolutions
  • Mentored team members on proper procedure execution, providing detailed feedback and guidance; decreased error rate by 40% and increased operational efficiency by 25% within 3 months.

Bilingual Customer Service Representative

Uline Shipping Supplies
06.2021 - 03.2024
  • Engaging with over 150+ customers across the US, Canada, and Mexico daily via phone calls, emails, and chats to place orders and answer product questions
  • Adhere to a talk time of 3 minutes and 30 seconds and 5 minutes for emails to ensure prompt service
  • Manage, handle and process over 170 Internet Orders daily while ensuring customer requests are followed
  • Monitor and correct 200 accounts with duplicate customer information catalog outreach is successful
  • Consistently capture 15+ customer comments weekly to provide feedback for areas of improvement.

Learning Trainer

Amazon Sort Center MKE5
08.2019 - 05.2021
  • Coordinated and facilitated training such as Day 1 Safety Process School for over 250+ Amazon Associates
  • Trained and mentored a team of over 30 Ambassadors in process knowledge, customer service, and training techniques, resulting in a 30% decrease in package error rates and a 20% boost in inventory output
  • Work with Senior Operations in achieving 100% Training Compliance daily
  • Conducted comprehensive quarterly audits on Learning Ambassadors, analyzing KPIs like training completion rates and learner satisfaction scores
  • Identified performance gaps and delivered targeted coaching to drive a 20% increase in training effectiveness.

Stow Ambassador

Amazon Fulfillment Center MKE1
06.2017 - 08.2019
  • Trained over 150+ new Amazonians to successfully follow the stow process, focusing on quality, productivity and customer satisfaction over the course of a year and a half
  • Deployed to 3 new Amazon facilities to help with the new hiring process, resulting in 5 out of 6 trainees being selected for ambassador and leadership positions at SLC1
  • Investigated root causes of Mod health issues by analyzing data trends and collaborating with cross-functional teams; resolved critical product issues, reducing internal customer complaints by 25% within 3 months.

Education

Associate of Arts -

College of Lake County
Grayslake, IL

Bachelor of Science in Applied Management -

Northern Illinois University
Dekalb, IL
01.2026

Skills

  • Bilingual- 100% Fluent in speaking and writing Spanish
  • Communication and training facilitation
  • Advanced public speaking experience
  • Actively learning Articulate360 products
  • Microsoft and Google Suite

Languages

Spanish
Native or Bilingual

Timeline

Helpline Operator; Sr. Customer Service Rep

Uline Shipping Supplies
08.2022 - 03.2024

Bilingual Customer Service Representative

Uline Shipping Supplies
06.2021 - 03.2024

Learning Trainer

Amazon Sort Center MKE5
08.2019 - 05.2021

Stow Ambassador

Amazon Fulfillment Center MKE1
06.2017 - 08.2019

Associate of Arts -

College of Lake County

Bachelor of Science in Applied Management -

Northern Illinois University

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STEPHANIE HENAOTraining and Development