Sheldon Norman

To obtain a full time, permanent position within a reputable organization with room for advancement and growth. I am seeking a position in which I can utilize my 12 years’ experience in the Supply Chain Logistics CSR / Call centre environment, including extensive experience in both quality assurance and team leadership as well as management departments, experience in shipping and receiving logistics/warehouse management, supply chain logistic support experience. I feel given the opportunity to contribute to your organization’s success, I can use my abilities to perform duties with speed, and accuracy, exceptional customer service skills to demonstrate appropriate behaviours in line with your Mission, Vision and/ or Values. 

• Excellent understanding of call centre KPIs and ability to employ strategies to achieve and exceed expectations
• Extensive experience with SAP, supply chain and logistics coordination and support.
• Strong aptitude for learning new concepts and contributing to the growth of the business.
• Ability to adapt and work well with others in a dynamic, fast-paced environment as well as working independently with high attention to detail and quality. 
• Capable of adapting to frequent changes in processes
• Exceptional Customer Service Skills (Mac, PC)
• Extensive knowledge and use of Microsoft Office, Excel, Outlook, PowerPoint 
• Google Chrome, Firefox and Internet Explorer in addition to the utilization of all social media platforms.
• Excellent communication skills with great attention to customer needs and concerns. 
• Excellent troubleshooting and problem solving skills
• Leadership and quality assurance skills with experience in supervising a CSR team of up to 25 reps. 
• Over 12 years’ experience in a call centre environment and well versed in all delegations pertaining to customer service, quality assurance, management as well as team leader rolls, and recruiting and training new team members.
• Extensive experience in the of shipping and receiving logistics and warehouse management
 

Trios College – Supply Chain and Logistics        2015 - 2016
 Toronto, ON