Yusulf Garry
Boonton,NJ
Overview
15
15
years of professional experience
Work History
Customer Care Lead
Legrand North America
Fairfield, NJ
10.2020 - Current
- Day-to-Day Oversight: Provide daily supervision and guidance to the customer service team
- Shift Management: Coordinate and manage team schedules to ensure adequate coverage during operating hours
- Quality Assurance: Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards
- KPI Tracking: Track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores
- Customer Disputes: Assist in resolving disputes or conflicts with customers diplomatically and effectively
- Escalation Handling: Assist in resolving escalated customer issues, and guiding team members on complex cases
- Problem-Solving: Support the team in identifying effective solutions to customer problems
Customer Service Representative
Atrium, Legrand North America
Fairfield, NJ
10.2019 - 10.2020
- Promoted Customer Care Lead
- Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world-class customer care
- Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability
- Respond to customer non-technical problems in a timely fashion
- Provide accurate information regarding pricing and availability, order tracking information, cross reference look-ups, and product solutions, Uses written and verbal communication to provide pricing, availability, and schedule information within established guidelines
- Suggest additional and/or alternative products or services to meet customer needs
- Research and obtain a resolution of a variety of customer inquiries
- Serves as a communication link between customers and sales staff to assure responsiveness
- Processes orders received by email, telephone, Fax, EDI, and/or through personal customer contact
- Expedites the delivery of selected orders
- Tracks order activity and alerts appropriate staff of any potential delivery problems
- Performs backend order maintenance to ensure efficient order processing
- Tracks order activity and alerts appropriate staff of any potential delivery problems
- Expedites the delivery of selected orders as needed
- Fosters open communication internally and externally and champions creative change to improve processing and service levels
- Takes on special projects, Dispatcher
- Credited with assisting in defining and implementing standard operating procedures to enhance on-time performance
- Monitored order delivery milestones i.e., acknowledgment, ship confirmation, status check, and POD
- Resolved customs issues related to incoterms, i.e
- DAP, DDP, DAT, and more
- Handled all courier support who were transporting high-end products from Fortune 500 companies
Customer Service/Call Center Representative
TruGreen Lawn Care
Wayne, NJ
05.2019 - 08.2019
- Work in the inbound call center, handling a high volume of inbound calls
- Assist customers via live chat and phone calls
- Respond to customer inquiries and issues in a professional manner
- Manage customer accounts, i.e
- Scheduling, billing, escalations, and more
Dispatcher/Customer Service Representative
Diamond Freight Distribution
Rockaway, NJ
04.2018 - 11.2018
- Scheduled appointments for delivery of container with customer
- Managed customer demurrage and detention charges
- Tracked delivery of container from port pick up to customer via internal GPS
- Update customers with any delivery delays and add POD information into the system
E-Commerce Account Manager
CSS Inc
Netcong, NJ
12.2016 - 01.2018
- Built relationships with vendors to manage all e-commerce technology partners
- Integrated several 3rd party technologies including site search, email marketing, and testing software
- Presented and sold company products to E-Commerce accounts including Amazon, eBay, and Groupon
- Provided analytical reports on online sales
Network Operations Coordinator
Flash Global Logistics
Mountain Lakes, NJ
02.2009 - 07.2016
Data Analyst, Operations Coordinator
01.2015 - 01.2016
- Organized and presented QBR presentations with network partners
- Coordinated corrective action analysis for 230+ U.S., Canada, and APAC network partners
- Conducted onside performance reviews
- Defined appropriate metrics and measurements to drive results
Junior Data Analyst
01.2013 - 01.2015
- Promoted from Dispatcher to Data Analyst
- Onsite trainer for a startup call center in Singapore to assist directly with the APAC customer base
- Created training material and user manuals for new system features
- Conducted internal and external service-level configuration testing to streamline order processing via EDI and XML
- Six Sigma Certified
- Utilized advanced Microsoft Excel skills including VLOOKUP’s and Pivot Tables
Dispatcher
01.2011 - 01.2013
Call Center Customer Service Representative
01.2009 - 01.2011
- Develop a resolution that works for both the client and the employer
- Assisted with inbound and outbound calls via the communication system
- Provided input to assist with the selection and implementation of a new phone system
- Communicated changes to courier partners when needed
Education
Bachelor of Arts - Business Administration, Project Management
American Intercontinental University
February 2024
AABA - undefined
American Intercontinental University
February 2023
Associate of Arts - Business Administration
Timeline
Customer Care Lead
Legrand North America
10.2020 - Current
Customer Service Representative
Atrium, Legrand North America
10.2019 - 10.2020
Customer Service/Call Center Representative
TruGreen Lawn Care
05.2019 - 08.2019
Dispatcher/Customer Service Representative
Diamond Freight Distribution
04.2018 - 11.2018
E-Commerce Account Manager
CSS Inc
12.2016 - 01.2018
Data Analyst, Operations Coordinator
01.2015 - 01.2016
Junior Data Analyst
01.2013 - 01.2015
Dispatcher
01.2011 - 01.2013
Network Operations Coordinator
Flash Global Logistics
02.2009 - 07.2016
Call Center Customer Service Representative
01.2009 - 01.2011
Bachelor of Arts - Business Administration, Project Management
American Intercontinental University
AABA - undefined
American Intercontinental University
Associate of Arts - Business Administration
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