Years of professional experience
Susana L Millo
Miami,FL
Summary
Dedicated highly-motivated employee with substantial wealth of diverse set of skills eager to contribute to a corporation that values innovation and growth. I am committed to applying my extensive expertise to benefit the organization. Devoted to leveraging 20 years of expert experience in multiple industries including customer support, management, technical support, leadership, warehousing inventory procedures, operations, data analytics, logistics, and human resources. Known for innovation, lateral thinking skills, and flexibility. I am driven by challenges and have a proven track record of achieving accelerated customer client support.
Overview
20
20
7
7
Years remote professional
Work History
REMOTE OPERATIONS MANAGEMENT
NDA
Remote, FL
01.2016 - 06.2023
- Managing a team of, agents for multiple customer based partners making sure to increase customer retention through great customer service support, orientation of products and service, updating team on policies and company partner expectations
- Support customers/clients via phone/email, solve their inquiries creating rapport
- Customer/ Client Retention through conflict resolution providing ethical solutions
- Onboarding procedures and training of agents including Payroll, Scheduling, other human resource procedures
- Managing and developing project timelines to achieve target sales quotas and partner specific goals
- Continuous learning and training for up-to-date products and services for partners
- Technical Troubleshooting for clients and employees
- Team collaborations
- Risk Analysis / Analytics
- Salesforce / OMNI / Okta / AS400
- Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
- Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.
REMOTE OPERATIONS SPECIALIST
Watsco
Remote, FL
02.2022 - 01.2023
- My primary responsibility was to collaborate with a team of experts in integrating several E-commerce websites into one automated operational streamline
- This remote role involved working with a range of technologies across different platforms
- As well as maintained sales and customer care via
- Ticketing systems such as Gorgias
- Collaborated with a cross-functional team of developers, product managers, business analysts and operations teams to design and implement streamlined E-commerce integrations with various E-commerce websites for a successful B2B/B2C streamline
- Conducted a thorough analysis of various E-commerce integrations and identified the scope for improvements to enhance the customer experience
- (Amazon, Ebay, Walmart, Overstock, Internal Company web)
- Worked hand in hand to come up with technical solutions to enhance the customer experience and operational efficiency
- Maintained communication channels with all stakeholders on the project’s progress through status updates, meetings and technical diagrams
- (ZOOM, SLACK, GORGIAS, OUTLOOK, GOOGLE SHEETS and other
- APPS)
- Evaluated, tested and deployed numerous E-commerce integrations to ensure they functioned adequately and were user-friendly
- Implemented automated processes and testing operations to ensure that all E-commerce integrations were streamlined, glitch-free and improved overall efficiency for sales, operations and customer care support
- Warehouse management: Orders, Tracking, Transfers, Inventory, LTL/ Freight
- Maintained inventory records while creating streamline solutions in merging sister companies.
- Completed various reports and analyzed each report to decide where improvements could be made.
- Oversaw implementation of procedures, goals and objectives within operations.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Developed action plans based on analysis findings and implemented solutions.
- Identified operational and performance issues and worked with managers to resolve concerns.
Education
High School Diploma -
Penn Foster
01.2004
Associate of Science - Veterinary Medicine (Pre-Veterinarian)
Miami Dade College
Skills
- Operations
- B2B/B2C Support
- Administrative/ Clerical Experience
- Rapport and Relationships Building
- Communication
- Inventory Management
- Organized
- Self Starter
- MINCRON / AS400
- PC Proficiency
- Sales
- Customer Retention
- Employee Relations
- Recruitment and Hiring
- Team Leadership
- Logistics
- Payroll Administration and Timekeeping
- Claims Adjusting
- Freight Logistics & Dispatching
- Remote Professional
- Technical Troubleshooting
- Data Analysis
- Excel
- Billing / Payment processing
- Warehousing Procedures
- Sales Oversight
- Customer Relations
- Data Entry
- Accounts Payable
Certification
CPR/AED
Blood Borne Pathogens Certification
Languages
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
REMOTE OPERATIONS SPECIALIST
Watsco
02.2022 - 01.2023
REMOTE OPERATIONS MANAGEMENT
NDA
01.2016 - 06.2023
High School Diploma -
Penn Foster
Associate of Science - Veterinary Medicine (Pre-Veterinarian)
Miami Dade College
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