Devora B. Email & Phone Number

Atlanta, GA, US

United States

United States

Greater Atlanta Area

• CUSTOMER SERVICE SUPERVISOR/SALES SUPPORT 2018 to PresentEGLO USA, Atlanta, GA (Distribution Center)The ability to have a good understanding of the warehouse management system and how it integrates with the SAP client.
• Manage the processing of orders, utilizing various supply chain networks that assist with the inventory management of orders received. Also, manage the processing of orders received via EDI, email and fax.
• Analyze sales activity data by compiling information retrieved from SAP reports to identify areas of improvement to enhance and achieve sales goals.

Norcross

• Created and led customer service department to improve customer service capabilities, quality and response time. Primary focus on building and guiding Account Specialist team in providing comprehensive order processing.
• Improved customer experience and increased positive feedback rating by introducing effective “one call resolution” strategies as well as educating team on the importance of ownership and continuous customer follow-up.
• Strengthened team customer service, product support and problem resolution skills continuous monitoring of performance metrics, one on one sessions to identify and address improvement opportunities, diverse training.
• Promoted an environment of enthusiasm and commitment to high customer service standards, conducted daily assessments of operations and introduces strategies to improve processes and enhance team ability to maintain.

Alpharetta, GA

• Supervised and mentored a team of up to 35 customer service representatives in meeting and exceeding established handling time, resolution and customer rating performance goals.
• Utilized real-time coaching methods to successfully guide and educate on effective analytical, critical thinking and problem-solving techniques.
• Improved overall team performance by working directly with individual team members to review performance, understand representative needs and customize plans towards developing and strengthening skills.
• Maintained optimum call handling and customer hold time with review and scheduling of team based on historic high and low call volume references.
• Encouraged team collaboration and engagement on improving performance with preparation and sharing of individual performance reports (weekly/monthly) to show progress with recommendations of continued improvement.