Rena Tiberia

Handle sensitive information with discretion, maintaining confidentiality of company documents and personnel records.

• Provided exceptional customer service when addressing client inquiries or concerns.
• Point of contact with our Fleet Clients as well as Dealerships with regards to registering and licensing over 5000 vehicles
• Assist in recruitment process, conducting interviews and onboarding new employees to promote seamless integration into team dynamic.
• Serve as liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Conduct regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Enhance team productivity by delegating tasks effectively and overseeing daily workflow.

• Responsible for managing Customer Service team consisting of 10+ employees, accountable for overseeing day-to-day operations of representatives handling Retail partner’s: Wal Mart, Target, Toys R Us; purchase orders, item set up/maintenance, inquiries, requests and challenges
• Monitor and report on weekly metrics with focus on overall Global On-Time Delivery measurements across 8 markets
• Manage past due order book; identifying root cause corrective actions. Strong focus on long term process improvements/resolutions
• Tasked to improve business processes, implement best business practices, elevate workload and streamline cross department functionality
• Meets customer service financial objectives by forecasting requirements; preparing annual budgets; scheduling expenditures; analyzing variances; initiating corrective actions
• Set yearly Key Performance Indicators (KPI) for myself as well with each team member.
• Host performance reviews meetings quarterly, semi annually and full year reviews
• Facilitate weekly department meetings
• Monitor and track department vacation/sick days etc; ensuring department coverage to support business
• Conflict management
• Provide team leadership and mentoring
• Onboarded new employees with training and new hire documentation.

• Focused on providing leadership to both the Canadian & US CSA teams
• Worked with Account Managers to ensure Clients had correct item specifications and pricing; completed and submitted retailer quote sheets
• Responsible for all item set ups in retailer partner’s database/portals
• Accountable for creating and submitting reworks as well as special pack forms including follow through to fruition
• Under general supervision, worked with both clients and other departments within organization to ensure client orders were processed correctly and on-time.
• Worked with Finance in regard to non compliance charges and deductions. Provided necessary back up/documentation to support or deny claims
• Liaison between our Hong Kong Merchandisers and Retail partners; assisting with import orders when necessary
• Worked in conjunction with Planning, Product Flow Plan and Sales Analyst teams focusing on stock availability and forecasts; ensuring customer orders were executed and fulfilled in timely manner
• Maintain stellar working relationships with our third party Logistics providers as well as our internal Logistics and Operation teams
• Execute and provide weekly open order & shipped reports for Account Managers