Customer Service Project

SOPHIE MICHELLE MANIGO FULLER

P.O. BOX ***** * Greenville, SC 29610 * 864-***-****

************@*****.***

Education

Master Certificate in Management (Pursuing/Present); Project:

Commerical/Government

Villanova University, Villanova, PA

Bachelor of Science (2007); Major: Psychology

Lander University, Greenwood, South Carolina

Experience

CarMax Greenville, SC 07/2013 – Present

Part-time Business Office Associate

Provide customer service in a fast-paced, high volume retail environment. Complete

various administrative functions while interacting with customers. Resolve customer

concerns and complaints. Opening and closing business office, reviewing and processing

documents associated with customer’s vehicle purchases, assisting customers with

questions on tags and title information, preparing DMV documents, interacting with sales

staff, obtaining payoff information, assisting purchasing team with appraisal purchases

and in-store wholesale/auctions, handling accounts payable functions, tendering cash

transactions, preparing bank deposits and answering multi-line phone system.

MDI/GE Greenville, SC 09/2012 – Present

Product Lifecycle Business Analyst

Provide product/merchant system support and functional testing for product user training

in Enovia/PLM. Assist with new system development. Responsible for researching,

assembling, training, and heading communications with PLM team members as new

requirements were implemented and/or developed. Provide product and system expertise

as it relates to PLM upgrades and new system initiatives. Test, review, and validate

changes to new product implementations or initiatives. Certify and/or qualify changes

for acceptances into new system changes. Provide troubleshooting support to end users.

Maintain PLM hierarchy structure. Facilitate meetings with Product task force to gather

input on systemic changes. Act as liaison between Product and systems development for

reporting needs. Create/maintain “help” and “how to” documentation. Maintain running

log of issues and defects. Communicate system changes/enhancements to Product

community. Use independent judgment to support the strategic vision within the

functional area, abide by operational policies and directives, and communicate progress

towards goals and objectives. Monitor application operational performance and changes,

escalate, and direct as required. Coordinate with other team members to ensure that

requirements have been meet and completed. Give weekly status report on business

functions progress of testing, changes, training and/or other concerns. Use ERP system

to view and/or change production, order processing, and inventory management. Open

POs, assist with compliance research, and substance identification projects. Use MS

office (Excel, Word, Outlook, PowerPoint, & Visio) suites, internet, Copics, SAP, and

Oracle systems, CoLab and Cisco daily.

Charter Legacy School Greenville, SC 03/01/2012 – PRN

Long-term Substitute Teacher

Provide educational services/instruction and develop lesson plans for students in various

subject areas in the absence of designated teacher.

Brown Mackie College Greenville, SC 02/2011 – PRN

Adjunct Psychology Instructor

Lectured and/or taught traditional and non-traditional undergraduate students’ entry level

psychology courses as part of general education requirements. Using innovating

technology planned lectures, syllabus, lesson plans, curriculum, homework assignments,

and other course related materials to stimulate the leaner. Create online coursework,

Differentiate lesson for diverse student population.

Greenville County School District Greenville, SC 03/2008 – 07/2012

Homebound/Home-base and Short/Long-term Substitute Teacher (ED)

Provide continuity of educational services/homebound instruction to students in various

subject areas between the classroom and home setting for students whose medical and/or

behavioral needs prevent school attendance. Implement education curriculum by subject

area. Set-up goals tailored to the student’s individual needs and abilities base on home

environment and resources. Create timeline for completing assignments. Proctor exams.

Verizon Wireless – Greenville, SC 07/2002-04/2007

Customer Service Coordinator

Lead project management for elite and business customer accounts. Provided high

quality customer service for wireless customers, both internally and externally for the

organization and assisted in developing customer service standards, policies and

procedures for the organization. Mentor and/or Train new representatives on elite

business execution and processes while maintaining other roles. Plan, execute, and

finalize projects according to strict deadlines and within budget. Acquire resources and

coordinate efforts of team members and third party contractors in an effort to deliver

project according to plan. Build, develop, and grow any business relationships vital to

the success of the project. As well as providing administrative support functions to

vendors, internal call centers, account managers, and management. Communicate with

internal/external departments expectations to team members in a timely and clear fashion

to resolve issues. Proactively analyze and troubleshoot issues and devise contingency

plans. Used Microsoft Office; Excel, Access, Vision, Netace, and Eroes, daily to

maintain and accurately complete assignments that support project scope, goals, and

objectives for consumer/business services accounts.

Advanced Technology Services (ATS) Greenville, SC 09/1999-07/2002

Purchaser/Buyer I (Adecco Temp to Hire 1999)

Created purchase orders, agreements, project plans and/or associated communication

documents. Negotiated pricing and delivery with vendors /suppliers for manufactured

and maintenance parts. Selected vendors and maintain stellar business communication

and relationships to ensure excellent quality of parts and on time delivery. Perform daily

clerical/data entry functions using AS400 and SAP to enter purchase orders and receipts.

Utilize strong leadership and communication skills to negotiate new supply contracts

which resulted in 80% cost savings for the year. Observe and manage stock levels.

Cycle counted and assisted purchasing manager in the planning and set-up of yearly

inventory control. Implemented a cohesive and seamless transactional system for high

dollar and hard to find parts from inventory. Trained maintenance workers on part

transactional system which improve inventory accuracy and reduce the need of ordering

“emergency” parts which saved company tens of thousands in same day and/or one day

freight charges. Identify and resolve conflicts that would hinder the achievement of

project goals. Plan and schedule project dependencies path and delegate tasks and

responsibilities to appropriate team members to meet project objectives. Coach, mentor,

motivate, influence, and supervise contractors to be positively accountability for ETA.

Adecco/PSE&G Newark New Jersey (1997-1999)

Junior Business Analyst (Billing/Customer Relations)

Determine operational objectives by studying business functions; gathering information;

evaluating output requirements and formats. Test and provide feedback on new computer

programs by analyzing requirements, workflow charts, and diagrams; studying system

capabilities; identify and provide recommendations for issues. Improve customer relation

system by studying current business practices/models. Monitors project progress by

tracking activity; resolving problems; publishing progress reports; recommending

actions. Maintain system protocols by writing and updating procedures. Provide

references for users by writing and maintaining user documentation; providing help desk

support; training users. Maintains user confidence and protects operations by keeping

information confidential. Reports project milestones, phases, and elements. Prepare

reports by collecting, analyzing, and summarizing information and trends. Maintains

professional and technical knowledge by attending educational workshops; reviewing

professional publications; establishing personal networks; benchmarking state-of-the-art

practices; participating in professional societies. Contribute to team effort by

accomplishing related results as needed.

References Available Upon Request

Contact this candidate