Summary
Overview
Work History
Education
Skills
Timeline
Generic

Monica Wilson

Oakland

Summary

Experienced and proactive professional offering many years of progressive warehouse settings serving industry needs. Talented in overseeing cost control, loss prevention, and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation. Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.

Overview

14
14
years of professional experience

Work History

Customer Service Manager

Custom Goods / Quik Pick Express
Oakland
03.2023 - Current
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Assigned work and monitored performance of project personnel.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Implemented quality control measures to uphold company standards.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Conducted research and reviewed findings to solve customer issues.
  • Audited customer account information to identify issues and develop solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Led team engagement to assist cross-functional departments and achieve goals.

Operations Supervisor

RK Logistics
Fremont
03.2018 - 03.2023
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Oversaw quality control processes, achieving a XX% improvement in product and service quality.
  • Conducted regular performance evaluations, providing feedback and development opportunities to staff.
  • Oversaw compliance with safety and quality standards, significantly reducing incident rates.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Implemented new operational procedures, resultingin an increase in process efficiency.
  • Ensured compliance with all safety regulations in the workplace.
  • Calculated and processed end-of-year bonuses and adjustments with high accuracy.
  • Managed inventory control, reducing waste and optimizing stock levels for operational needs.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Implemented cost-saving measures throughout the organization's operations.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.

Restaurant Manager

Real Mex Restaurants
San Jose
05.2011 - 07.2018
  • Established policies for cash handling procedures to maximize security measures.
  • Trained new employees to perform duties.
  • Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
  • Managed accounts payable, accounts receivable and payroll.
  • Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Developed strategies for improved operational efficiency and customer satisfaction.
  • Created detailed reports on weekly and monthly revenues and expenses.

Education

Some College (No Degree) - Humanities

Foothill College
Los Altos, CA

Skills

  • Customer service
  • Quality control
  • Contract negotiation
  • Performance monitoring
  • Operational improvement
  • Cross-functional collaboration
  • Process efficiency
  • Personnel training and development
  • Budgeting and reporting
  • MS office expert
  • Research and due diligence
  • Microsoft outlook, word, and Excel
  • Customer relationship management (CRM)
  • Skilled trainer
  • Work prioritization
  • Purchasing and procurement
  • Workforce management
  • Training and coaching
  • Customer relationship management software (CRM)
  • Problem-solving

Timeline

Customer Service Manager

Custom Goods / Quik Pick Express
03.2023 - Current

Operations Supervisor

RK Logistics
03.2018 - 03.2023

Restaurant Manager

Real Mex Restaurants
05.2011 - 07.2018

Some College (No Degree) - Humanities

Foothill College

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Monica Wilson