Summary
Overview
Work History
Skills
Timeline
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Rane Vega

Rane Vega

Toronto,ON

Summary

Dual citizen of both the United States and Canada. Seasoned Order Fulfillment and Customer Service Leader bringing 20 years of expertise to quality performance. Characterized by leadership as a professional and articulate communicator who gains the trust of colleagues, clients, vendors, and upper management. Known for having great oversight and leading by example predicting beneficial implementations which support a larger vision of efficiency.

Overview

15
15
years of professional experience

Work History

Director, Customer Service

Fil Delivery
09.2023 - Current
  • Report directly to the Chief Operating Officer.
  • Oversee a group of 6+ customer service agents fielding both customer orders and general inquiries/concerns.
  • Work directly with vendors on all inventory, ordering, warehousing, storage, and delivery needs.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Onboarded complex multi-million dollar accounts by accommodating custom implementations, training on customer portal utilization, and general account set up.
  • Facilitate cross-functional collaboration by working with IT on system automation and enhancements.
  • Created call handling modules to ensure a high level of service is provided to customers.
  • Trained new/existing employees on standardized procedures and customer service standards.
  • Handle customer escalations to assist frontline employees and maintain excellent customer service.
  • Evaluate employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Cultivate a positive work environment that fosters employee engagement, increased retention rates, and boosted overall team morale.

Customer Service Manager

OOCL Inc
01.2021 - 09.2023
  • Report to the President of OOCL Canada and Director of North American Customer Service division.
  • Oversee a group of 15+ customer service reps from Import and Export departments, Freight Cashier Departments in addition to Import/Export Supervisors
  • Collaborate with Upper Management to improve customer service processes and support structures company-wide.
  • Coordinate with Sales, Operations, and other functional groups to ensure alignment on procedures impacting customers.
  • Implemented Performance Reviews & enhanced call handling strategies to all functional offices in both the USA and Canada.
  • Improved customer service initiatives by creating training modules focused on quality assurance.
  • Reduced internal errors by 30% through coaching, monitoring, and retraining.
  • Focus on key account retention by regularly visiting and working with stakeholders to meet their needs.
  • Coordinate with the Import and Export Supervisors on all staff deliverables.
  • Monitor customer service output to assess agent performance against established KPI's and provide feedback during weekly one to one sessions.
  • Resolve customer complaints while prioritizing customer satisfaction and loyalty.

Customer Support Manager

SupplyPro Inc
02.2019 - 05.2020
  • Generated Reports and business summaries directly to the CTO on a monthly basis.
  • Strategized long-term business needs while driving customer feedback for process improvement.
  • Oversaw 8 support engineers assisting customers with software and hardware technical issues.
  • Managed department call volume to maintained SLA of 96%.
  • Collaborated with both Sales and Customer Success departments to ensure that all customer issues were addressed.
  • Handled complex and sensitive client relationships to ensure customer loyalty and retention.
  • Reviewed open service cases and helped resolve all customer escalations.
  • Worked with the accounting department to reconcile open invoices.
  • Coordinated with the Shipping department to ensure orders were fulfilled in a timely manner.
  • Managed use of the Customer Service functional email inbox to ensure that all customer queries were responded to.

Senior Order Fulfillment Manager

US/UK, BioLegend Inc
06.2009 - 02.2019
  • Reported directly to the VP of Operations.
  • Oversaw 20+ Order Fulfillment staff for both U.S. and U.K. divisions.
  • Directed daily activities of Logistics Management team.
  • Reported monthly statistics directly to the Executive team.
  • Evaluate cost structures ad network optimization for shipping lanes and carriers.
  • Streamlined processes and enhanced customer service strategies across all regions.
  • Supported process transition from manual ordering to an e-Commerce fulfillment solution.
  • Implemented innovative technology to increase efficiencies.
  • Standardized call monitoring tools to measure quality service through scorecards.
  • Oversaw hiring of all employees in both the US and the UK.
  • Collaborated with Sales and Marketing departments to implement new promotions towards customer loyalty.
  • Reduced internal error rates by identifying areas of opportunity for improvement.
  • Ensured that Customer Service, Packaging/Shipping, and Inventory Control departments met all daily objectives.
  • Oversaw quarterly cycle counts and ensured reconciliation of inventory.
  • Collaborated with Accounting Manager to ensure timely and accurate processing of invoices.
  • Facilitated daily visual process management to measure progress in areas such as quality and productivity.
  • Ensured compliance of all ISO, IATA, and HazMat regulations.

Skills

  • Team leadership
  • SAP and Microsoft Dynamics knowledge
  • e-Commerce
  • Turnover Minimization
  • Conflict resolution
  • Exceptional Telephone Etiquette
  • Customer-focused
  • Performance Tracking and Evaluations
  • Shipping, receiving and warehousing
  • Time Management

Timeline

Director, Customer Service

Fil Delivery
09.2023 - Current

Customer Service Manager

OOCL Inc
01.2021 - 09.2023

Customer Support Manager

SupplyPro Inc
02.2019 - 05.2020

Senior Order Fulfillment Manager

US/UK, BioLegend Inc
06.2009 - 02.2019

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Rane Vega