Tracy Small
Cynthiana,KY
Summary
Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
BRENNTAG
Georgetoen, KY
10.2022 - Current
- Responsible for creating a positive customer experience by providing timely communication based on customer needs while executing Brenntag's quality objectives: the right product, right package, right quantity, right time, correct location, right paperwork, and the right price via the appropriate platform, while staying sensitive to the customer's changing circumstances.
- Held accountable for the accurate and prompt processing of customer orders and full order life cycle management: order processing, order management, order changes, cross-collaboration required for order fulfillment, and leading all order-related communication to the customer.
- Responsible for efficient and accurate order placement, order confirmation via phone, email, or EDI, and timely communication regarding order changes to the customer.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identify and clarify customer needs and concerns, while effectively reporting requirements and customer expectations internally to determine a solution.
- Intentional effort is required to develop and foster strong customer relationships, ensuring customer loyalty and customer retention.
Materials Manager
Jobes Company
Paris, USA
10.2017 - 04.2022
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods
- Analyzed market and delivery systems to assess present and future materials availability
- Purchased indirect manufacturing supplies, administrative support materials and packaging to comprehensively build multifaceted production lifecycles
- Managed subordinates and gave directives, drafted schedules and comprehensively evaluated performance
- Scrutinized purchasing data to identify areas for improvement and cost savings
- Maintained material control and information systems, supporting manufacturing and balancing inventory surpluses with customer demand
- Monitored inventory levels and avoided shortages with timely replenishment of stock
Shipping Coordinator
Jobes Company
Paris, USA
10.2015 - 10.2017
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems
- Generated end-of-day reports covering shipments, productivity, and financial totals
- Packed, secured, labeled and applied postage to materials to prepare items for shipment
- Investigated and adopted optimal shipping and receiving strategies by selecting best carriers, routes, and methods to minimize costs and enhance schedules
- Processed returns and updated accounts
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information
- Oversaw warehouse crew stocking inventory and preparing loads
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
HR Assistant
CMWA
Paris, USA
11.2013 - 10.2015
- Answered and redirected incoming phone calls for office
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures
- Applied mediation and collaboration to successfully resolve employee complaints and grievances
- Partnered with management team to coordinate on-boarding and off-boarding processes
- Filed paperwork, sorted, and delivered mail and maintained office organization
- Supported coordination of benefits open enrollment activities and process
- Reviewed and screened applicant resumes to identify qualified candidates
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database
Quality Assurance Specialist
Joy Global
Millersburg, USA
03.2010 - 08.2013
- Conducted investigations into questionable test results
- Collected and analyzed data to measure effectiveness of quality control processes
- Monitored product standards and quality-control programs
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements
- Back –up for payroll for 200+ employees on a bi-weekly basis using the V4 ADP Enterprise System
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms
- Promoted adherence to quality standards by educating personnel on quality control
HR Administrator
Joy Global
Millersburg, USA
01.2004 - 03.2010
- Monitored safety and health practices to protect employees from hazards and promote healthy work habits
- Improved office efficiency by effectively managing internal communications and correspondence
- Pre-screened resumes prior to sending to corporate hiring managers for consideration
- Assisted with writing job postings and job descriptions for boards
- Managed payroll and timekeeping to track hours and accurately pay employees
- Organized company-wide events designed to boost employee morale
- Managed benefits enrollment by answering questions and aiding employees with login details
Receptionist
Joy Global
Millersburg, USA
04.2003 - 01.2004
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments
- Responded to inquiries from callers seeking information
- Corresponded with clients through email, telephone, or postal mail
- Provided clerical support to company employees by copying, faxing, and filing documents
- Operated multi-line telephone system to answer and direct high volume of calls
- Maintained visitor log for entering and leaving facility for security purposes
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
- Handled cash transactions and maintained sales and payments records accurately
- Organized, maintained and updated information in computer databases
Education
Associate of Applied Science -
Maysville Community And Technical College
Maysville, KY01.2001
High School Diploma -
Bourbon County High School
Paris, KY05.1986
Skills
- Licensed Notary Public
- Occupational Safety Training
- KRONOS Timekeeping System
- Safe Start Program
- ADP Payroll Administration
- Positive Employee Relations
- ISO 9001:2008 Quality Management Certification
- Relationship building
Certification
- Notary Public, 01/2001 - Present
- OSHA Training, 01/2012
- KRONOS Time Keeping System, 01/2012
- Safe Start Program, 01/2006
- ADP Payroll for Pay Expert, 01/2006
- Positive Employee Relations, 01/2024
- Certified First Response Aid, 01/2009 - Present
- ISO 9001-2008 Certified, 01/2009 - Present
Additional Information
Seeking a part-time or full-time position in a busy environment. Very independent and organized worker with 20 plus years of experience performing a wide range of office support and able to multitask and meet deadlines efficiently and accurately.
Timeline
Customer Service Representative
BRENNTAG
10.2022 - Current
Materials Manager
Jobes Company
10.2017 - 04.2022
Shipping Coordinator
Jobes Company
10.2015 - 10.2017
HR Assistant
CMWA
11.2013 - 10.2015
Quality Assurance Specialist
Joy Global
03.2010 - 08.2013
HR Administrator
Joy Global
01.2004 - 03.2010
Receptionist
Joy Global
04.2003 - 01.2004
Associate of Applied Science -
Maysville Community And Technical College
High School Diploma -
Bourbon County High School
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