Heather Heines
Taylorsville
Summary
Results-oriented professional with extensive experience in managing escalations and inventory control. Skilled in problem-solving and fostering teamwork, dedicated to enhancing service delivery and operational efficiency through effective communication, cross-team collaboration and strategic process development.
Highly-motivated employee with a desire to take on new challenges. Strong work ethic and adaptability. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Wholesale Lead
Chewy, Inc.
Jeffersontown
04.2024 - Current
- Tracking, receiving, validating compliance, and troubleshooting POs per Chewy Wholesale replenishment model.
- Logged unsellable products requiring return to vendor or destruction due to damage or other issues.
- Collaborated with cross-functional teams to resolve product and process issues.
- Partnered with sales team to monitor inventory levels and address item discrepancies
- Developed strategies to enhance processes, team performance, and outcomes.
- Created documentation outlining standards and guidelines for SDF5 Wholesale processes.
- Prioritized tasks and delegated effectively to meet service objectives.
- Provided guidance to colleagues, fostering a collaborative work environment.
- Recognized by management for delivering exceptional customer service and maintaining high quality standards.
- Demonstrated strong problem-solving skills to resolve issues effectively and efficiently.
- Utilized various software tools and programs to uphold wholesale procedures, streamline processes, optimize overall performance, and communicate with various teams and vendors.
Escalations Specialist, PK
Chewy, Inc.
Jeffersontown
10.2021 - 04.2024
- Managed complex customer escalations to ensure timely resolution and satisfaction.
- Collaborated with internal departments to expedite case resolutions.
- Monitored ongoing escalations, tracking progress toward resolution.
- Documented escalation procedures for consistency and knowledge sharing and brainstorming.
- Trained new team members on effective escalation handling techniques.
- Executed quality assurance measures to maintain service standards throughout the escalation process.
- Communicated updates on escalation outcomes, challenges, and areas for process improvement.
- Conducted in-depth research on technical issues to establish preventative procedures.
Inventory Control Quality Assurance
Chewy, Inc.
Jeffersontown
02.2022 - 12.2022
- Maintained inventory health through cycle counts, various inventory reports, and FIFO rotation.
- Monitored inventory levels to ensure stock availability for outbound order dispensing.
- Investigated system transactions to identify barriers and develop actionable improvement opportunities.
- Provided feedback and solutions for recurring challenges and coached TMs.
- Trained onboarding team members while managing workload and coordinating with adjacent teams.
- Provided additional support for inbound receiving and putaway to enhance operational productivity.
Skills
- Organization, prioritization, delegation
- Communication and leadership
- PO and inventory management
- Quality and continuous improvement
- Cross-functional collaboration
- Analytical and critical thinking
- Problem solving
- Customer service
- Documentation practices
- Quick to learn and self-directed
Timeline
Wholesale Lead
Chewy, Inc.
04.2024 - Current
Inventory Control Quality Assurance
Chewy, Inc.
02.2022 - 12.2022
Escalations Specialist, PK
Chewy, Inc.
10.2021 - 04.2024