DEBORAH R. FLETCHER

***** ******** *****, *******, ** 77013

acgsbr@r.postjobfree.com

(C) 832-***-****

Skills

• Computer proficiencies in Windows XP, Office 97/2000, SAP, CRM 3.0, Outlook,

CSM, ACD

• Experience coordinating special projects

• Managed and maintained department production spreadsheets

• Researched and resolved penalty and discrepancy reports

• Assisted management in quality control to provide training/evaluation of

employees

• General clerical duties include typing correspondence/memorandums, filing,

effective telephone etiquette, PC/printer, copy and fax machine and 10 key

• Established and maintained effective systems of inventory

Professional Experience

Siemens Energy

Customer Service Representative II 2012-2012

Placed orders for spare parts (Warranty Division)

Analyzed Invoices

Researched purchase orders, compared goods receipt report to invoice receipt

report

Ran daily meeting with Distribution Center/Warehouses

Attended and participated in Operations meetings, updated Order Status Board,

Stand Still Report, processed inventory discrepancy report, triggered and entered

inventory cycle counts

Coordinated action required to resolve nonconformance in the field (fault reports)

Tracked shipments

Worked performed in SAP

Shell Oil Products LLC 2006- 2010

Customer Service Representative

Managed route activity such as: invoicing, e-bills, trace shipments, coordinate

shipments.

Scheduled and made arrangements for shipments, maintained files of orders and

correspondence.

Order management, including placed orders, tracked orders, and expedited orders

when necessary.

Maintained exceptional working relationship with internal and external customers.

Liaison between customers, distribution centers, plants, Credit Analysts, Account

Managers, Master Data department and Tax department.

Performed tasks in a timely manner.

Processed applications for new business.

Processed invoice and billing disputes and consumer and customer complaints.

Work performed in SAP and GSAP.

Directed incoming calls to requested extension(s) or department(s).

Handled emergency and after hour calls

Center Point Energy 1992 – 2006

Customer Service Representative

Responsibilities included correcting meter reading errors, performing billing

adjustments, processing installations of gas metering equipment, correcting

technical billing errors, making judgment calls on various billing issues,

communicating with field personnel via mobile data system, issuing appropriate field

orders and completing follow up corrections.

Assisted in implementation of Systems Applications and Products (SAP) Customer

Care System (CCS) module designed for a large utility company.

Reviewed details of individual test accounts for validity, accuracy and documenting

any issues identified in Lotus Notes Databases.

Handled and responded to all customer inquiries (residential and commercial)

including bill inquiries, safety issues, company policy, regulations, rate increases and

decreases, using CIS etc.

Entered transactions to initiate/terminate service, transfer service, investigate high

bill complaints, etc.

Communicated with sales and service representatives, field employees, and other

departments to secure or share information relative to my position.

Handled supervisor calls in the supervisors’ absence.

Shell Oil Company 1990 – 1992

Invoice Accounting Clerk

Entered purchase order for batteries, tires and filters.

Coded invoices for payment. Balanced daily and monthly transactions.

Met month end closing deadlines.

Communicated with vendors and field personnel.

Balanced to general ledger.

Port of Houston Authority 1985 – 1990

Accounting/Inventory Clerk

Received, stocked and issued material and supplies.

Matched invoices to purchase orders.

Processed invoices for payment and paid invoices.

Conducted annual inventory of storeroom.

Personal contact with vendors and delivery personnel.

Communicated with vendors and other departments

Balanced daily and monthly to general ledger.

Education

University of Houston

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