ELIZABETH R. RODRIGUEZ

***** ********* **. ******, ***** 78727 512-***-**** acrjq7@r.postjobfree.com

KEY SKILLS & CORE COMPETENCIES

• Customer Service

• Vendor Coordination

• Invoicing/SAP

• Database Management

• Microsoft Office and Mac Softwares

• Shipping Processes/Documentation

• Bilingual in English/Spanish

• Trained in Apple internal tools, including: GCRM/ATB/Provider Groups, Sonar, SoftPhone, chat/mail clients, Cybersource

PROFESSIONAL HISTORY

2014- 2015 Logistics Services Analyst (US/Mexico, Columbia, Chile), Apple, Inc. – Austin, TX

• Provided logistics support for the Apple Online Store and specialized in the CSAC region (Mexico, Chile, Colombia, and the U.S.)

• Communicated daily with carriers and distribution centers through SEMS software to resolve issues stemming from delayed and/or failed deliveries and returns

• Created return merchandise authorizations for carriers and distribution centers

• Filed claims for lost merchandise against carriers and distribution centers

• Proficient with Apple softwares; Agent Toolbox and SEMS

2013 – 2014 Payment Specialist (US/Mexico), Apple, Inc. – Austin, TX

• Resolved payment and refund issues with customer’s accounts

• Responsible for updating procedures dealing with Mexico payments.

• Communicated with customers to provide updates to mitigate their need for inbound contact and maximize customer satisfaction

• Completed all necessary reports and logs efficiently and in a timely manner

• Manually processed credit cards to capture authorizations, enable immediate payment, and determine whether or not funds have been captured

• Worked closely with front line agents, financial providers, and the Apple finance department to ensure funds were captured and promptly provided any requested information or updates

• Analyzed blocked orders and resolved issues in the provider group as they arose

• Extended knowledge of SAP, GCRM/Provider Groups, Sonar, Agent Toolbox, Cybersource, Banorte, Paymentech, Merchant Administration, and BML

2012 – 2013 Order Support Specialist, Apple, Inc. – Austin, TX

• Analyzed and resolved a variety of customer issues; ranging from delivery and payment to return merchandise authorizations and fraud

• Resolved front line escalations regarding delivery issues to support quoted commitment dates and expedite the delivery process

• Proactively communicated with customers to keep them up-to-date on the status of their orders and inform them of any further action needed on their part

• Analyzed aging RMA’s and carrier pick-up records to resolve merchandise returns

• Worked closely with Logistics department and carriers to monitor delivery and solicit action as necessary

• Softwares used with position included: SAP, GCRM/Provider Groups, and Newman

1996 – 2010 International Logistics Export Agent, Dell, Inc. – Austin, TX

• Responsible for implementing process improvements for the Dell Logistics team

• Communicated daily with lines of business and external customers to achieve team goals and ensure customer satisfaction

• Managed the OBA (open box audit) process improvement regarding raw materials in Argentina, Peru, Haiti, Ecuador, Venezuela, and Brazil

• Organized and maintained electronic files for international and domestic customers

• Served as a liaison between Dell’s sales teams, carriers, freight forwarders, CCA accounts, 3PL, customer service support teams, OP’s, and factories to aid in achieving

goals manufacturing time, international transit time, discrepancies, customs clearance delays, and final/local delivery as well as handling surplus inventory (spare parts, returns, etc.)

• Directed the backlog management process through coordination of plants and carriers while providing guidance based on business priorities in order to prevent order delays

• Worked high volume data order processing and entries

• Managed freight forwarder activity while supervising inventory shipped to other facilities, vendors, and customers

• Ensured all export auditors were trained on export documentation and INCO terms.

• Audited import/export documentation to determine cargo contents and classify goods into different fee or tariff groups

• Routed inbound and outbound air freight shipments to their destinations

• Estimated freight and postal rates, to determine shipment costs and weights

EDUCATION

Eagle Pass High School – Eagle Pass, TX

ACC–Austin, TX

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