Summary
Overview
Work History
Education
Skills
Timeline
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Stacey Feehley

Baltimore

Summary

Dynamic operations planner and CSR manager with a proven track record enhancing customer satisfaction through effective team leadership and process improvements. Skilled in demand forecasting and SAP, I foster staff development while driving continuous improvement initiatives, achieving significant operational efficiencies and cultivating strong client relationships.

Experienced with coordinating and optimizing operational activities. Utilizes strategic planning and resource management skills to enhance efficiency. Knowledge of supply chain processes and effective team collaboration to achieve organizational goals.

Overview

16
16
years of professional experience

Work History

Operations Planner and CSR Manager

Case Mason Filling
12.2024 - Current
  • Collaborated with team members to identify areas for process improvement.
  • Assisted in analyzing operational data to support planning processes.
  • Contributed to documentation of standard operating procedures for efficiency.
  • Participated in scheduling and coordinating logistics for supply chain activities.
  • Optimized supply chain processes to decrease lead times and improve overall customer satisfaction.
  • Managed cross-functional teams effectively, fostering collaboration and a positive work environment for all team members.
  • Collaborated with cross-functional teams to align production plans with customer requirements.
  • Forecasted production schedules and adjusted plans to accommodate changes in demand.
  • Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
  • Documented customer interactions accurately for future reference and analysis.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Warehouse Supervisor

Pompeian
11.2020 - 10.2024
  • Supervised daily warehouse operations, ensuring adherence to safety protocols and productivity standards.
  • Managed team schedules, optimizing workflow and enhancing operational efficiency across shifts.
  • Trained new employees on warehouse procedures, fostering a culture of safety and collaboration.
  • Monitored inventory levels, coordinating with suppliers to maintain stock availability and accuracy.
  • Developed training materials for staff onboarding, streamlining the learning process for new hires.
  • Conducted regular inspections of equipment and facilities to ensure compliance with health and safety regulations.
  • Collaborated with management to identify areas for process improvement, contributing to overall operational effectiveness.
  • Used warehouse management software to reconcile daily inventory.
  • Oversaw inventory control levels and verified compliance with storage and organization processes.
  • Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
  • Handled employee concerns promptly and effectively while maintaining open lines of communication amongst team members.
  • Maintained a clean working environment by enforcing strict cleanliness standards throughout the entire facility.
  • Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
  • Collaborated with other department heads on company-wide initiatives aimed at improving operational efficiency across multiple divisions.
  • Coordinated cross-departmental efforts to ensure seamless communication between sales, procurement, and logistics teams.
  • Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise.
  • Resolved conflicts between team members and addressed complaints or grievances.
  • Determined staffing needs, developing schedules to staff all shifts. Scheduled shifts and shift changes to accommodate workload and customer needs.
  • Evaluated team performance and provided feedback on areas requiring improvement.
  • Active member of the company planning committee and continuous improvement/Kaizen team.

Night Warehouse Supervisor

Breakthru Beverage
12.2018 - 11.2020
  • Supervised night operations, ensuring efficient workflow and adherence to safety protocols.
  • Worked with a team of 55 union warehouse workers on a nightly basis to pick correct product for orders and accurately load trucks for delivery the next day.
  • Printed completed invoices and assign routes to the drivers.
  • Keep track on inventory and product movements through SAP.
  • Conducted team meetings before start of shift to ensure workers knew what was happening within the of ce and company.
  • Processed and corrected time cards to ensure correct pay.
  • Collaborated with team to ensure workers had correct schedules and time off requests.
  • Trained and mentored warehouse staff on best practices and operational procedures.
  • Coordinated logistics for timely loading and unloading of shipments during night shifts.
  • Coordinated with day shift supervisors on transitional tasks at shift changeovers to minimize disruptions in workflow continuity.
  • Reduced workplace accidents by enforcing strict safety protocols and conducting regular safety audits.

Senior CSR Leader

Under Armour
08.2014 - 10.2018
  • Led cross-functional teams to enhance customer satisfaction through streamlined service processes.
  • Responsible for a team of approximately 40 CSR’s on a nightly basis; which included my own direct team of 15 CSR’s.
  • Coached employees to become the best that they can be and helped them network to advance within the company through one on one biweekly score card meetings.
  • Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
  • Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
  • Conducted weekly team meetings (Tune In Tuesdays) to keep our CSR’s up to date with what was happening within the of ce and company.
  • Processed and corrected time cards accordingly while collaborating with the scheduling team to make sure CSR’s had correct schedules and time off requests.
  • Worked with managers and team leads to create a comfortable and fun atmosphere for all employees.
  • Trained and mentored new employees; assisted in training classes to ensure accuracy throughout the call center.
  • Assisted with technical and other computer issues that may occur throughout the evening shift.
  • Spoke with customers via phone or web chat as need to deescalate situations in the appropriate fashion by understanding their needs and what the issue at hand is.
  • Worked with management team to determine CSR employment statuses (promotions and terminations) along with recruiting and interviewing potential candidates.
  • QUALITY ASSURANCE - Responsible for customer feedback provided through InMoment surveys.
  • Reached out to customer to resolve issues with retail store issues, website issues and contact center issues.
  • Worked with three departments to accurately address common concerns.
  • Coached CSR's on how to handle issues that arose with difficult customers.
  • Relayed positive and negative feedback to appropriate store locations, regional managers and district managers.

Senior CSR

Education Affiliates Inc.
12.2009 - 08.2014
  • Led cross-functional teams to enhance customer service operations and improve client satisfaction rates.
  • Developed training programs for new staff, fostering skill development and operational efficiency.
  • Implemented process improvements that reduced response times and streamlined service delivery workflows.
  • Coordinated complex issue resolution, ensuring timely follow-up and maintaining high service quality standards.
  • Analyzed customer feedback data to identify trends, informing strategic decisions for service enhancements.
  • Reduced response times, effectively managing high call volumes during peak hours.
  • Championed process improvements within the department that led to increased efficiency without sacrificing service quality standards.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided backup support for organizational leadership.
  • Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.

Education

Psychology

Towson University
Baltimore, MD
01-2008

Skills

  • Supervisory/Management
  • Human Resources / Payroll / FMLA
  • Staff Development and Continuous improvement
  • Kaizen /SAP/ Infor/ Factory Track/ Nulogy
  • Demand forecasting
  • Transportation and production planning

Timeline

Operations Planner and CSR Manager

Case Mason Filling
12.2024 - Current

Warehouse Supervisor

Pompeian
11.2020 - 10.2024

Night Warehouse Supervisor

Breakthru Beverage
12.2018 - 11.2020

Senior CSR Leader

Under Armour
08.2014 - 10.2018

Senior CSR

Education Affiliates Inc.
12.2009 - 08.2014

Psychology

Towson University

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Stacey Feehley