Organizational Change Manager (03/2021+)Lead in enhancing and navigating the ever-changing Reverse Logistics ecosystem. Act as liaison between all stakeholders and the voices of Customers and Employees. Partner with System team to maintain and innovate solutions in Reverse Logistics, an array of product return causes, both national and global.Senior Customer Service Specialist at Genentech (2012+)Managed seasonal Flu products with our Distributors, utilizing customer… Show more Organizational Change Manager (03/2021+)Lead in enhancing and navigating the ever-changing Reverse Logistics ecosystem. Act as liaison between all stakeholders and the voices of Customers and Employees. Partner with System team to maintain and innovate solutions in Reverse Logistics, an array of product return causes, both national and global.Senior Customer Service Specialist at Genentech (2012+)Managed seasonal Flu products with our Distributors, utilizing customer shipping data and CDC’s trends to forecast orders. Maintain close communication with Distributor buyers to ensure sufficient product distribution across the US.Processed double-digit millions of Standard Orders and resolved millions of Credits and Rebills, in 2019. Initiated audit on our new Returns Partner and prevented millions of duplicate Credits from reissuing.Lead 5 new product launch trainings for the Customer Service team, and accelerate the onboarding process from weeks of shadowing to a 2 weeks classroom-style onboarding training.Researched and published quantities reports including for upper management and internal partners.Coordinate and lead Voice of Customer visits to customer’s facilities in listening to our customers in person, collaborate and share best practices. Represented the department to attend seminars and conferences.Customer Service Specialist (2012-2017)Conceptualized and Implemented many small system enhancements to streamline Customer Service duties in collaboration with the IT team.Formulated the Customer Service Business Continuity Plan procedures and developed the Manual Order Form.Delivered an average of thousands of Standard Orders and Dropship Orders annually with minimal supervision. Show less

Accurate transactions, Cashing checks, processing deposits, withdrawals, transfers and loan paymentsDocumenting larger deposits using Currency Transaction ReportsIdentifying and selling East West Bank products and services beneficial to customer needsAddressing customer questions/concerns referring to appropriate internal resources for resolutionIdentifying fraudulent activity to prevent potential losses to the BankDeveloping new customer relationships and opening new… Show more Accurate transactions, Cashing checks, processing deposits, withdrawals, transfers and loan paymentsDocumenting larger deposits using Currency Transaction ReportsIdentifying and selling East West Bank products and services beneficial to customer needsAddressing customer questions/concerns referring to appropriate internal resources for resolutionIdentifying fraudulent activity to prevent potential losses to the BankDeveloping new customer relationships and opening new accounts for customers Practice Customer Services, build rapport with customers, manager assistant work, meet sales quotas,support the community, internal corp. communications. Show less

Answer customers' questions, and provide information on procedures or policies.Bag, box, wrap, gift-wrap merchandise, and prepare packages for shipment.Compute and record totals of transactions.Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.Establish or identify prices of goods, using cash registers, and optical price scanners.Practicing Customer Services.Issue receipts, refunds, credits, or… Show more Answer customers' questions, and provide information on procedures or policies.Bag, box, wrap, gift-wrap merchandise, and prepare packages for shipment.Compute and record totals of transactions.Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.Establish or identify prices of goods, using cash registers, and optical price scanners.Practicing Customer Services.Issue receipts, refunds, credits, or change due to customers.Process merchandise returns and exchanges.Receive payment by cash, check, credit cards, vouchers, or automatic debits.Internal communication using paging systems.Resolve customer complaints.Stock shelves, and mark prices on shelves and items. Show less

Filling documents, updating files.Data entry, updating and maintenance software programs.Documents Copying and fax.Answering and receiving phone calls, practice phone etiquette.Office supplies management.mail distributing.Maintaining the up-to-date list of press and contact lists.