Yeny Urbina
Fortis Solutions Group Llc
BAYTOWN,TX
21
years of professional experience
2
Languages
Detail-oriented Quality Control Specialist with a background in customer service. Cultivated strong client relationships and analyzed customer feedback to implement service improvements. Organized professional capable of managing multiple priorities while ensuring accuracy and meeting deadlines.
Work History
Customer Relations Specialist
5 Years 2 Months- Primary point of contact for my assigned customer base and are responsible for providing the highest level of service through the lofe cycle of the order, from inception to the collection of payment.
- Collaborated with cross-functional teams to streamline communication and resolve issues effectively.
- Managed customer inquiries through various channels, ensuring timely and accurate responses.
- Cultivated strong relationships with clients to enhance customer satisfaction and loyalty.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Developed training materials for new staff, improving onboarding process efficiency.
- Maintained accurate records of client interactions, tracking progress toward resolution and identifying trends for process improvements.
- Served as a liaison between technical support teams and customers to ensure timely problem resolution.
- Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
Quality Control Inspector
1 Year 9 Months- Developed and implemented inspection protocols to enhance product consistency and reliability.
- Inspected food products for compliance with quality standards and specifications.
- Collaborated with production teams to identify and resolve quality issues proactively.
- Conducted routine audits of production processes to ensure adherence to safety regulations.
- Trained new staff on quality control procedures and best practices to ensure operational efficiency.
- Communicated with production team members about quality issues.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Performed visual inspections and non-destructive tests where appropriate.
- Collaborated with production staff to establish and meet quality standards
- Actively participated in regular audits to verify compliance with industry regulations and company policies, ensuring continued certification and enhanced credibility within the market.
- Conducted regular training sessions for new hires on quality control standards and procedures, ensuring team proficiency.
- Maintained up-to-date knowledge of industry standards and regulatory requirements to ensure company compliance.
Assistant Store Manager
5 Years 2 Months- Trained and mentored staff on customer service excellence and operational procedures.
- Implemented inventory management processes to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Supervised daily operations, ensuring compliance with safety and sanitation standards.
- Developed employee schedules to enhance productivity while maintaining labor cost efficiency.
- Evaluated employee performance, providing constructive feedback to foster professional growth.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with a manager to significantly raise customer satisfaction ratings.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
Office Manager
5 Years 1 Month- Oversaw budget management, ensuring accurate tracking of expenses and resource allocation.
- Managed vendor relationships, negotiating contracts to optimize service delivery and cost efficiency.
- Coordinated staff schedules and workload distribution to enhance team productivity and collaboration.
- Streamlined office operations by implementing efficient filing systems and standardizing procedures.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
Education
BBA - Business Administration
Skills
Process improvement
Customer feedback analysis
Customer service
Feedback analysis
Attention to detail
Documentation management
Client relations
Proficient in Microsoft Office and Labeltraxx.
Time management
Paperwork processing
Account updating
Teamwork and collaboration
Accomplishments
- Supervised team of over 50 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved HCCP certification through effectively helping with training and implementing food safety system.
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Relations Specialist
Fortis Solutions Group Llc
07.2021 - 09.2026Read More
Quality Control Inspector
El Matador Foods
10.2019 - 07.2021Read More
Assistant Store Manager
Popeye's Restaurants
08.2014 - 10.2019Read More
Office Manager
New Edge Marble and Granite
06.2005 - 07.2010Read More
University of Houston Downtown
BBA from Business Administration
Read More