Customer Service Sales

Tracie Glover – **** Wonder Woods Drive, Wonder Lake, IL 60097. *******@*****.***

SUMMARY OF QUALIFICATIONS:

* ***** ** ********** ** scheduling, inventory maintenance, vendor management and planning. 15 years of experience in

customer service roles that required excellent relationship management skills to include: adaptability, dispute resolution,

organization, with consistent record of timely follow up. I have extensive experience with a variety of ERP software.

EDUCATION:

• Associates Degree in Criminal Justice from Kaplan University

• Bachelor Degree in Forensic Psychology from Kaplan University

CERTIFICATES AND PROGRAMS:

• Proficient in MS Office applications, Sales Logix, Davox, Paso, Computer Aided Routing System, NPS, CAMS Mapping, SAP,

POM (purchasing order manning system), AS400, Spurs, Ship Smart, Excel, OTC, Inform, ISO900, Private Investigation.

• Training certifications: Green Belt and Six Sigma.

WORK EXPERIENCE:

Sears Holdings Center, Hoffman Estates, IL

Inventory Analyst (8/2010-3/2012)

• Responsible for planning, managing and maintaining replenishment for eleven vendors with product lines in over eight hundred

stores.

• Developed new processes for employee’s and vendors to help evaluate and make changes to impact market performance

improvements

• Monitored and adjusted variables to meet the needs of the stores while maintaining a collaborative partnership with the stores,

buyers and vendors.

• Managed multiple projects simultaneously while being able to prioritize them in accordance with the challenges of a rapidly

changing retail environment.

• Obtained understanding of financial planning systems and intermediate knowledge of supply chain and inventory systems.

Performed daily use of SAP, POM (purchasing order manning system),AS400, Spurs, Ship Smart, and Inform to keep track of in

stock inventory .

• Created and fulfilled time valued and accountability processes between supply chain, planning and logistics departments to

expedite turnaround times for order entry purposes.

• Maintained and updated AS400 software for purchased inventory from vendors.

• Keen insight into customers’ needs and views, with the ability to solve problems and resolve customer concerns

• Completed “Certificates of Compliance” as requested by OEM & international customers

• Developed organizational, planning and time management skills while in this position.

Sears Region Routing Office, Elgin, IL

Capacity Coordinator (1/2004-8/2010)

• Responsible for setting and monitoring the district’s capacity best matching customers demand to minimize cancels and

reschedules.

• Responsible for 17 routers, insured phone etiquette, customer satisfaction and handled escalated calls.

• Maintained daily communication with all levels of both the internal and external business partners. Worked closely with the

District’s Technical Mangers to control schedule changes and coordinate the activities necessary to maintain alignment with

profiles in NPS, CAMS and CARS (internal tracking software).

• Responsible for maintaining scheduled routing associates, to provide process support and accessibility as necessary to meet the

District's operational and customer needs while following union guidelines.

• Assisted in Union negations for a new contract and assisted in the union grievances processes.

• Implemented changes took the district from last in the nation to third in the in the region.

• Handled questions regarding absences and guidelines for attendance in accordance to union contracts.

• Used computer systems for daily reporting of attendance discrepancies and end of term summary reporting.

• Managed complaints and disputes from union and non-union technicians, if necessary, escalated the issues to district general

managers for resolution.

• Helped increased profitability by monitoring and making changes to technician schedules to meet the demand of customer needs

for service.

• Ensured credibility with clients by maintaining detailed knowledge of current market conditions and competitor products.

• Promoted in 2010 to Inventory Analyst.

Sears Region Routing Center, Elgin, IL

Routing Specialist (1/2003 - 1/2004)

• Built service technicians routes daily to meet customer requirements.

• Interacted with technicians daily, ensuring and assisting in fulfillment of their scheduled workloads.

• Evaluated and closed any capacity gaps that affected the efficiency and balance of the routing solution.

• Considered technician and customer location when evaluating service orders, communicating changes with routing team,

technicians, customers, support departments and management that may affect timely service to the customer.

• Evaluated and closed any capacity gaps that affected the efficiency and balance of the routing solution.

• Responded to complaints and disputes within a reasonable limit of authority, and recognized when to escalate customer service

issues to the supervisor.

• Promoted in 2004 to Capacity Coordinator.

Sears Region Routing Center, Elgin, IL

Message Center Specialist (1/2003-12/2003)

• Answered phones and relayed messages to routing specialist, and escalate situations affecting timely service to our customers to the

appropriate channel, (customers, route specialist, capacity coordinator and managers).

• Researched, prioritized and resolved service quality issues on outstanding service orders.

• Maintained accurate records of all interactions related to a service order.

• Manage a daily volume of over 100 plus phone calls (inbound and outbound) from customers and service technicians.

• Worked effectively with others in a team based environment to accomplish organizational goals. Helped to identify and resolve

problems.

• Promoted in 2003 to Route Specialist.

G.E. Capital, Schaumburg, IL

New Business Development Manager (1/2001-9/2002)

• Expertise in strategic planning, new business startup, market plan execution, capital asset oversight, cost containment,

budgeting/finance, customer service, and staff training, supervision and mentoring.

• Provided sales support to accountant and tax professional clients in providing financial services to enhance their business.

• Worked closely with clients to ensure that all proper financial licenses were filed.

• Maintain and strengthened customer relations throughout the closing of contracts and completion of licensing.

• Verifiable track record for the successful completion in developing partnerships, and building positive rapport.

• Established a solid, positive, and productive work environment.

G.E Auto Lease, Barrington, IL

Consumer Sales Team Leader (1/1998 - 1/2001)

• Responsible for working with customers as their auto leases were expiring.

• Managed 10 direct reports.

• Played a pro-active role in telemarketing, problem solving and maximizing loss avoidance on leased vehicles.

• Exceeded all quotas, offered a high energy level and strong commitment to excellence. Possessed the ability to work in new

situations quickly.

• Focused team members on track toward completing the terms of a contract, a goal, or a team project.

• Promoted in 2001 to New Business Development Specialist.

G.E Capital Auto Lease, Barrington, IL

Collections Specialist (10/1997-1/1998)

• Aggressively and effectively made contact with customers that were thirty days or more delinquent and made payment arrangements

or other methods to bring account to good standing.

• Continued to maintain client relations ensuring on time and full payments towards their account.

• Promoted in 1998 to Consumer Sales Team Lead.

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