Devaney Prota
Norfolk
Summary
Results-driven Import Support Services Coordinator with strong problem-solving and communication skills. Expertise in process improvement and workload balancing, contributing to enhanced supply chain efficiency and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Import Support Services Coordinator
ZIM
Virginia Beach
09.2024 - Current
- Assisted in preparing shipping schedules and tracking shipments' progress.
- Resolved issues related to transportation delays and customs inquiries.
- Collaborated with internal teams to support supply chain efficiency initiatives.
- Answered customer inquiries while meeting company all KPIs
Team Lead
ADP
Norfolk
06.2021 - 03.2024
- Trained new team members on call handling procedures and systems.
- Monitored call quality and provided actionable feedback, enhancing team performance.
- Implemented scheduling strategies to optimize staff coverage and efficiency.
- Facilitated team meetings to discuss challenges and share best practices.
- Assisted in developing training materials for ongoing employee development.
- Resolved escalated customer issues to maintain service standards.
- Collaborated with management to streamline operational processes and policies, improving team efficiency.
- Facilitated communication between team members and management personnel.
- Developed strategies to increase first contact resolution rates.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Analyzed customer feedback surveys to pinpoint improvement areas, driving service enhancements.
Customer Service Representative
ADP
Norfolk
11.2020 - 06.2021
- Handled inbound customer inquiries across various communication channels to enhance customer satisfaction.
- Recorded customer interactions in call center system to ensure accurate tracking and follow-up.
- Process payroll for employees using ADP software and ensure accuracy.
- Review and verify timecards for compliance with company policies and regulations.
- Maintain employee records, including tax forms and direct deposit information.
- Assist in year-end reporting, including W-2 preparation and distribution processes.
- Processed payroll for over 500 employees bi-weekly, ensuring accuracy of pay and deductions.
- Coordinated multiple tasks simultaneously while consistently meeting deadlines to support team objectives.
Education
Associate of Applied Science - Medical Assisting
Centura
Norfolk, VA05-2018
Skills
- Process improvement
- Workload balancing
- Problem solving
- Team collaboration
- Effective communication
- Follow-up skills
Timeline
Import Support Services Coordinator
ZIM
09.2024 - Current
Team Lead
ADP
06.2021 - 03.2024
Customer Service Representative
ADP
11.2020 - 06.2021
Associate of Applied Science - Medical Assisting
Centura