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Operations and Customer Service Professional with 10+ years in B2B/B2C
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Competencies
Managed and supervised diverse teams across various operational functions, ensuring performance and compliance.
Handled claims, billing, and transaction verification to ensure accurate financial processing and customer satisfaction.
Conducted product testing and defect analysis to meet company standards and enhance product reliability.
Provided quality support to customers, resolving queries and stimulating sales through detailed product and service examination.
Identified and remedied defects in production and billing processes, recommending corrective actions.
Summary
Experienced in team supervision, claims processing, quality control, and customer relations across various industries.
Key Achievements
- Led a team of 75 employees in janitorial operations, achieving daily safety, quality, and production goals.
- Managed claims and billing processes at Sutherland and HSS, ensuring accurate transaction and claim handling.
- Supervised quality control and defect segregation in production, maintaining compliance with standards.
Experience
Working on claims for returns of defective product or shipping errors committed by the warehouse in order to solve the mistake and have the credit balance of the customer as clean as possible according to guidelines., Selling different product business related and setting up shipping terms according to customer needs and helping with freight charges if applicable when fee waiver is needed.
Responsible for the testing phase of the production process to ensure that final products meet the company standards. Duties include identifying whether products are functional, reliable and meet the end user's expectations., Credit card collections for Capital One working on pending billings and transactions to have the credit balance up to date for main accounts and individual accounts., Identify and remedy defects within the production process. Recommend, implement and monitor preventative and corrective actions to ensure and lift the standards required. Compile and analyze statistical data. Ensure that user expectations are met during the testing process., Verifying information for completeness and accuracy through checklist. Update daily claim, payment and transaction details in billing database. Process and routine claim checks. Process, invoice, collect and follow up deductibles. Evaluate, resolve and record customer queries and problems. Provide information required by customers. Examine products and services to customers to stimulate sales. Provide quality service to individual customers.
Project Manager
Lead and supervised an average of 75 employees involved in the janitorial of building, daily KPIs focused in achieving and exceeding safety, quality, and production goals daily, maintained safe work environment., Tagged and segregated defective products, supervised employees ensuring following quality and standard work processes, timekeeping, cross-trained employees, communicated and enforced company policies, changes, daily goals to employees, disciplinary actions as needed, informed senior management on a daily basis of performance against goals, resolution of issues; other duties as assigned.