Sydney Harden
Mableton,GA
Summary
Proactive Ops Lead with comprehensive experience in fixes, processing, and customer service. Skilled in process optimization, effective communication, and quality control to drive operational efficiency and customer satisfaction. Proven ability to manage high-stress situations and enhance team productivity. Learn New things fast and with effort will succeed what is thrown our way.
Overview
4
4
years of professional experience
Work History
Ops Lead for Fixes/Processing Associate
OSM Worldwide
Austell, GA
10.2020 - Current
- Identified and resolved process issues to drive optimal workflow and business growth.
- We upgrade packages that are too big to be put on the sorter and are placed into Ground Advantage.
- Efficiently documented package problems by scanning, emailing, and including photographs for Customer Service review and further instructions.
- We repackage packages that If product is not damaged just proceed to place into another bag and place back on the sorter.
- Managed package handling by emailing Customer Service for No File and over 10 items, while OCR'ing the remaining.
- Enhancing productivity, we employ a computer station featuring customer ship profiles for effective processing of packages without labels. Through weighing the package on a scale and scanning its barcode, an automatically generated label is applied before sorting.
- Executed Batch Job process to streamline computer processing profiles and accurately label packages based on skid ID and weight.
- Reduced errors in data entry by maintaining accurate records and double-checking information.
- Demonstrated strong attention to detail, catching discrepancies before they impacted overall operations or customer satisfaction.
- Effectively communicated relevant updates or changes within the team to keep everyone informed about any potential impacts on day-to-day operations.
Customer Service Representative
Virtual Call Center
Remote
09.2022 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- I was a roadside assistance caller I dispatched tow trucks and helped customers with getting help they need.
- Initiated effective strategies like using maps, mile markers, and inquiries to swiftly ascertain customer whereabouts and relay accurate information to the tow truck driver.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sorter Team Member
Crown Laundry
Austell, GA
03.2022 - 06.2022
- Operated folding machines to process clean laundry, ensuring efficient packaging and organization for shipping.
- Maintained high standards of cleanliness and safety within the workplace, reducing potential hazards during the sorting process.
- Inspected items for holes or stains before sorting as part of quality control process.
- Followed company policies and procedures to produce consistent work results.
- Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
- Maximized efficiency by categorizing and distributing contaminated hospital linens among individual garment chutes while adhering to safety protocols.
- Reduced errors in the sorting process by conducting thorough quality checks and maintaining accuracy.
Education
Healthcare Management
Grand Canyon University
Phoenix, AZHigh School Diploma -
Northwest Whitfield High School
Tunnel Hill, GA05.2015
Skills
- Operational Efficiency
- Team Training
- Standard operating procedure
- Customer service
- Team leadership
- Warehouse operations
Timeline
Customer Service Representative
Virtual Call Center
09.2022 - 04.2023
Sorter Team Member
Crown Laundry
03.2022 - 06.2022
Ops Lead for Fixes/Processing Associate
OSM Worldwide
10.2020 - Current
Healthcare Management
Grand Canyon University
High School Diploma -
Northwest Whitfield High School