Julie A. Waddell

Whittier, CA *****

acfugs@r.postjobfree.com

562-***-****

Responsive Customer Service Manager

Increase customer satisfaction, productivity, and profitability through

best practices

Trusted and highly motivated operations professional with in-depth customer

service experience. Strong track record as individual contributor, as well

as in managerial role. Skilled at order processing, billing, pricing,

resolving complex customer inquiries, and ensuring compliance standards.

Key strengths include active listening, creative problem solving, effective

collaboration, and making timely and sound business decisions while

effectively multi-tasking. Background in production control for NASA

shuttle program.

Professional Experience

CYTEC, Santa Fe Springs, CA

Formerly UMECO

Customer Service Manager 2001 - 2013

Customer Service Representative 1991 - 2001

Oversaw customer service operations while planning, directing, and

supervising team of 5 staff members. Fostered timely and quality response

that met / exceeded productivity targets.

. Promoted to manager after assuming increased responsibilities while

demonstrating top performance and leadership/interpersonal skills as

customer service representative.

. Resolved complex inquiries and customer complaints through active

listening and utilizing strong product knowledge and communications

skills, enhancing customer satisfaction / return business.

. Fostered high productivity and timely response, supporting revenue

streams.

o Processed all EDI orders, billing, and inquiries for large companies

such as Boeing and Lockheed, which assisted in generating large

multiyear contracts.

o Entered orders for $1M+ accounts and set margins for incoming quotes

that advanced accurate payment processing and supported profitability.

o Designed check list for staff that expedited setting up new customer

accounts in compliance with quality standards.

o Served as liaison between all departments, tracking and

troubleshooting problems and providing integrated solutions.

. Awarded contracts from both large and small customers based on

demonstrating better service and value proposition, even though less

expensive vendors were competing for business.

. Ensured quality and accuracy that resulted in high customer satisfaction,

as well as fulfilling compliance standards.

o Made sure procedures and work processes met corporate AS 9100

guidelines.

o Collaborated with quality manager while creating departmental

procedures and cross check system that supported accuracy on all

processed and invoiced orders.

o Decreased returns due to order entry errors by improving data

processing accuracy up to 98%, exceeding target expectations.

Julie A. Waddell acfugs@r.postjobfree.com Page Two

Additional Relevant Experience

ROCKWELL INTERNATIONAL, Downey, CA

Production Controller

Reported to NASA on status of key production jobs for shuttle program.

. Delivered timely, quality reporting to stakeholders and management.

o Ensured reliable data on status of each machined job, including

location of machined jobs and metrics on whether jobs were completed

within deadline and budget.

. Commended for high productivity in consistently fulfilling all project

deliverables within deadline and quality requirements through effective

collaboration.

Computer Skills

MS Word, MS Excel, Navision and Oracle

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