Work experience

• Order Management Specialist II

  Promethean, Inc.

  2012.10-Current

  (13 years)

  · Process and manage customer orders accurately in ERP or order management systems (e.g., SAP, Oracle, NetSuite). · Monitor order status and proactively resolve issues related to inventory availability, shipping delays, or documentation errors. · Coordinate with internal departments such as logistics, warehousing, procurement, and finance to ensure timely order fulfillment. · Communicate order status, delays, and resolutions to customers and internal stakeholders. · Analyze trends in order flow and report discrepancies or opportunities for process improvement. · Ensure compliance with company policies, trade regulations, and customer agreements. · Handle returns, exchanges, and credit processing as needed. · Assist in training junior team members or supporting onboarding processes.
• Warehouse Associate

  Amazon

  2014.12-2015.02

  (3 months)

  · Operated pallet jacks to move over 500 units daily, maintaining a zero-accident record through strict adherence to OSHA safety protocols. · Completed order picking/packing using RF scanners, achieving 99.5% inventory accuracy and reducing picking errors by 15% over six months. · Managed shipping and receiving tasks, processing inbound and outbound shipments with cross-verification against packing lists to ensure 100% documentation accuracy · Performed regular cycle counts and inventory audits, identifying and resolving discrepancies totaling over 200 items per quarter. · Maintained an organized, clean warehouse environment through routine inspections and upkeep supporting a 10% increase in overall operational efficiency. · Collaborated across teams, adjust priorities during peak periods, increasing order volume capacity by 20%.
• Customer Service Representative / Resolutions Specialist

  Office Depot, Inc.

  2001.08-2012.09

  (11 years)

  · Act as escalation point—investigate and resolve complex customer complaints and service issues end-to-end. · Communicate status updates and resolutions clearly to customers and stakeholders, maintaining a high first-contact resolution rate · Log and document accurately in CRM (e.g., Salesforce, Zendesk), ensuring quality and compliance. · Analyze customer issue trends and propose process improvements, driving enhancements in service quality. · Collaborate with team-billing, tech support, logistics to resolve issues, escalate when needed, and close loop. · Contribute to knowledge base articles, FAQs, cheat sheets, and internal training materials. · Maintain service SLA compliance and support periods of high-volume or staff transitions.

Educational experience

• Gwinnett Technical College – Lawrenceville, GA

  AAS in Cybersecurity

Certificates