SUTORIUS MALONE
Inglewood,CALIFORNIA
Summary
Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
8
8
years of professional experience
Work History
Director of Operations
Elite Delivery Company
INGLEWOOD , CALIFORNIA
02.2019 - Current
- Manage Administrative, warehouse and fulfillment team/staff
- Resolve and handle all customer service complaints or issues
- Coordinate weekly delivery schedules and shipments with vendors
- Coordinate inbound/outbound shipping with 3rd party freight vendors
- Contracted with The Sofa Company/Recliners LA as delivery liaison
- Payroll
- Accounts Payable/Receivables
- Invoicing/Billing via Quickbooks
- Handle Chargeback Disputes
- Process all credit card and EFT transactions via QB Intuit
- Developed and maintained client relationships to grow business and improve account retention.
- Delegated work to staff, setting priorities and goals.
Customer Service Manager
The Sofa Company/Recliners LA
MONTEREY PARK , CALIFORNIA
01.2017 - 02.2019
- Monitored staff performance to ensure adherence to customer service standards.
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Delivery Coordinator
The Sofa Company/Recliners LA
LOS ANGELES , CALIFORNIA (CA)
11.2015 - 01.2017
- Organized delivery schedules and routes to ensure timely arrival of goods.
- Tracked shipments, updated customers on delivery status, and addressed any customer inquiries.
- Maintained accurate records of deliveries and invoices in company database.
- Coordinated with warehouse staff to ensure timely loading and unloading of goods.
- Developed relationships with carriers to secure competitive rates for long-distance deliveries.
- Analyzed data from previous shipments to identify cost savings opportunities.
- Resolved issues related to incorrect or damaged shipments in a timely manner.
- Worked closely with logistics team members to coordinate the most efficient routes for drivers.
- Processed payments for freight bills in a timely manner while ensuring accuracy of invoices.
- Investigated discrepancies between expected vs actual product received from vendors.
Education
Bachelor of Arts - Liberal Arts And Sciences
California State University - Long Beach
Long Beach, CA05-2010
Associate of Arts - Child Psychology & Development
West Los Angeles College
Culver City, CA05-2005
Skills
- Leadership Training
- Operations Oversight
- Business Management
- Workforce Planning
- Customer Retention
- Administrative Management
- Customer Service Management
- Customer Relations
- Team Leadership
- Records Organization and Management
Languages
Spanish
Professional
Timeline
Director of Operations
Elite Delivery Company
02.2019 - Current
Customer Service Manager
The Sofa Company/Recliners LA
01.2017 - 02.2019
Delivery Coordinator
The Sofa Company/Recliners LA
11.2015 - 01.2017
Bachelor of Arts - Liberal Arts And Sciences
California State University - Long Beach
Associate of Arts - Child Psychology & Development
West Los Angeles College
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