Rebeca Hernandez
Phoenix
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
6
6
years of professional experience
Work History
Customer Care Operations Support
WSAudiology
09.2023 - Current
- Manage and resolve customer requests efficiently while ensuring a high level of service.
- Conduct data analysis and research to support customer inquiries and operational improvements.
- Provide exceptional customer service support, addressing concerns and ensuring satisfaction.
- Collaborate cross-functionally with team members and various departments to enhance workflow and customer experience.
- Track and analyze customer trends to improve service strategies and operational efficiency.
- Assist in optimizing internal processes by identifying areas for improvement through research and collaboration.
- Maintain accurate records and documentation to ensure smooth communication between departments and streamlined customer support.
Production Coordinator Team Lead
Interior Logic Group
03.2023 - 07.2023
- Oversee the production team, providing direction and guidance to ensure efficient operations.
- Increased project installation success by 42% within the assigned territory.
- Monitor production progress and address any issues or delays that arise.
- Ensure quality control standards are met, delivering products that meet or exceed customer expectations.
- Collaborate with other departments and builders to enhance production processes and procedures.
- Maintain accurate production records and report builder metrics.
- Proactively problem-solve and de-escalate situational errors.
Production Coordinator & Customer Service Rep
Interior Logic Group
06.2022 - 03.2023
- Monitored new project installations to ensure trades were installed in a timely manner
- Catching missing, damaged, or incorrect items and having them reordered and ready for installation before quality walks
- Provided communication between subcontractors and vendors for updated statuses for multiple builders
- Provided customer service support for homeowners that had concerns about their cabinetry
- Scheduling part installation, buyer tags, and inspections for production and homeowner-occupied projects
- Trained new hire employees
- Created training SOP guides
Authenticator
StockX
11.2021 - 06.2022
- Ensure the quality and authenticity of receiving merchandise
- Study and apply product SOPs to the authentication process
ASN and Purchase Order Coordinator
Saks Fifth Avenue DC
03.2021 - 11.2021
- Inventory management between inbound and outbound departments
- Communicated with vendors on shipment and inventory inquiries as well as received merchandise quality
- Variance analysis through WMS reports
- Point of contact for accounts payable and top-valued vendors for inventory issues and shipment updates
- Prioritized collecting productivity management reports from each department to ensure daily goals were being fulfilled
Inbound Problem Resolution Clerk
Saks Fifth Avenue DC
10.2019 - 02.2021
- Collected department KPI reports and input data into google sheets
- Daily reports through Google Sheets/Excel on vendor compliance
- Actively work cross-functionally and communicate with other departments to reach daily goals
Education
Bachelor of Arts - Political Science
Southern New Hampshire University
Remote07-2028
Skills
- Critical Thinking & Decision-Making
- Process Optimization
- Troubleshooting & Issue Resolution
- Team Leadership
- Workflow Optimization
- Time Management & Prioritization
- Cross-Functional Team Collaboration
- Vendor & Client Relations
- Conflict Resolution & De-escalation
- Training & Employee Development
- Customer Service & Support
- Operations Management
- Process Improvement
- Data Analysis & Reporting
- Inventory & Supply Chain Management
- Warehouse Management Systems (WMS)
- Vendor & Subcontractor Coordination
- Project Coordination & Execution
- KPI Tracking & Performance Metrics
- Quality Control & Assurance
- Accounts Payable & Financial Coordination
Timeline
Customer Care Operations Support
WSAudiology
09.2023 - Current
Production Coordinator Team Lead
Interior Logic Group
03.2023 - 07.2023
Production Coordinator & Customer Service Rep
Interior Logic Group
06.2022 - 03.2023
Authenticator
StockX
11.2021 - 06.2022
ASN and Purchase Order Coordinator
Saks Fifth Avenue DC
03.2021 - 11.2021
Inbound Problem Resolution Clerk
Saks Fifth Avenue DC
10.2019 - 02.2021
Bachelor of Arts - Political Science
Southern New Hampshire University
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