Tabitha Guthrie
Niagara Falls,New York
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Owner
Wrap It Up Routes LLC
2023.11 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established foundational processes for business operations.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
Product Support Specialist II
Thermo Fisher Scientific
2022.03 - Current
- Our customer base consists of Clinical and Research
- Internal customers (sales reps, scientists, lab) - assisting them with generating high revenue and positive "customer first" interactions
- Maintaining 96% accuracy rate or higher at all times
- Custom DNA/Oligos/Sequencing orders
- Providing Pricing and Quotes on a large scale to customers
- High knowledge of Microsoft Teams, Word, Excel, Adobe
- Submitting orders to the lab for manufacturing
- Weekly meetings with Lab and Product managers to always improves processes.
- PPI involvement
- JDI Creations
- Key Account customers
- Enhanced customer satisfaction by providing timely and accurate product support.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Improved overall efficiency of the support team with streamlined processes and clear communication.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company's products.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Assisted sales teams in closing deals by showcasing product functionality and addressing potential concerns during client interactions.
- Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
- Implemented efficient tracking systems for monitoring open cases, leading to improved case management practices across the team.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Lead Service Support Representative
Thermo Fisher Scientific
2021.02 - 2022.03
- Work closely with FSE’s, FAS’s and TEC to place orders for customers
- Assist with RMA’s, backorders, part transfers, FSE inventories
- Use SAP Daily along with E1
- Trained fellow Service Ops members Logistics Functions
- Manage internal and external customer support requests to ensure quick first-time resolution all while maintaining customer satisfaction
- Promote strong customer allegiance
- Works closely with GSS Supply Chain, Finance, Service Ops, Order Support and Distribution Center
- Provide support to DM’s as well as other internal leaders to get issues resolved
- Ensures accurate and timely delivery of information
- Cloud for Service Work Stream Lead
- UAT - Subject Matter Expect for Logistics Planning
- Train the Trainer SME for Logistics Planning
- Run backorder report bi-weekly while working with IT to find ways to improve this report
- Continuously having consistent TAT and percentage of work completed while handling many other tasks and projects
- Continues to build relationships throughout company to gain more knowledge and understanding
General Manager
Talbot’s Upscale Outlet & Talbot’s Company Store
2014.09 - 2021.02
- Multi-manage two locations in the Niagara and Rochester Regions. First ever GM position they created in the Outlet Division.
- Supervise associates to include, but not limited to staff, training, coaching and performance management and problem resolution.
- Guide and direct management in the development, promotion and sale of the KPI’s and CSAT services
- Provide guidance, advice, direction and authorization to carry out policies and procedures.
- Planning, scheduling and budgeting to achieve business objectives, coordinate functions between all departments to establish responsibilities and procedures for attaining objectives.
- Strong inventory management, visual merchandising skills
- Consistently top in the company for least shrink percentage year over year
- Recruiting and hiring of all team members and monitoring new hire procedures, improving where necessary and building positive morale.
- Train and motivate all associates thorough on-going programs in sales, service and product knowledge.
- Managing Client Relationships and developing loyalty
- Leads and performs as necessary tasks related to production, retail, self-serve, and shipping services and any other established standard operation procedures.
- Leads and motivates a district of 31 stores with Credit Card Acquisition and Email Capture
- Dress for Success leader for our district for multiple years
- Partner with District Directors to open new stores across the country and train them on necessary procedures for the NSO process
- Competency in using Microsoft Office, Teams, Excel, navigating the internet and use of personal computer
Co-Manager
Ann Inc
2013.08 - 2014.09
- Managed inventory control, ensuring optimal stock levels while minimizing shrinkage and wastage.
- Collaborated with Store Manager to develop promotional strategies that effectively attracted new customers and increased foot traffic.
- Developed comprehensive action plans for underperforming departments, resulting in significant improvements in sales figures and customer satisfaction ratings.
- Increased sales revenue by training and mentoring staff in effective selling techniques and product knowledge.
- Improved employee retention rates by fostering positive work environment through team-building activities and open communication.
- Managed scheduling for all employees to ensure adequate coverage during peak periods without compromising labor cost objectives.
- Streamlined operational processes for increased efficiency, leading to reduced costs and improved customer experience.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
Resident Counselor
Community Missions of Niagara Frontier
2010.11 - 2014.08
- Counseling Residents
- Rehabilitating Residents back into society
- Duel Diagnosis Clients (Mental Health and Alcohol/Chemical Addiction)
- Developed Individual Service Plans for each Client
- Scheduling appointments and providing transportation
- Administering medications
Education
Associates Degree - Criminal Justice
Bryant and Stratton College
01.2009
Skills
- Customer Satisfaction/Building Relationships
- Team Building and Leadership
- Visual Merchandising / Sales
- Recruiting / Training
- Inventory Management / Loss Prevention
- New Store Openings
- Time management and planning
- Driving Results
- Strong Communication Skills
- Strong first-time resolution/problem solving
- Small business operations
- Verbal and written communication
References
References available upon request
Additional Information
Member of the Employee Engagement Group (EEG)
Member of the GI Wellness Group
Member of the Women's Engagement BRG
Coach / Mentor Youth Girls Softball
Strong Excel knowledge and use
Timeline
Owner
Wrap It Up Routes LLC
2023.11 - Current
Product Support Specialist II
Thermo Fisher Scientific
2022.03 - Current
Lead Service Support Representative
Thermo Fisher Scientific
2021.02 - 2022.03
General Manager
Talbot’s Upscale Outlet & Talbot’s Company Store
2014.09 - 2021.02
Co-Manager
Ann Inc
2013.08 - 2014.09
Resident Counselor
Community Missions of Niagara Frontier
2010.11 - 2014.08
Associates Degree - Criminal Justice
Bryant and Stratton College
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