Customer Service Management

Shen Li, CPIM

**** ******* ***, *** *******, CA *0007 Cell: 213-***-**** Email: **********@*****.***

EDUCATION:

Aug 2010 – May 2012 Master of Science, Industrial and Systems Engineering

University of Southern California, Los Angeles, CA, US

Aug 2006 – June 2010 Bachelor of Management, Industrial Engineering and Management

Xi’an JiaoTong University, CN

May 2012 – Current APICS- CPIM Certified, SAP Certified Associate – Business integration

TECHNICAL SKILLS:

• Analysis tools used: Excel, Access, SPSS (Statistics, Modeler), Access, SQL Server(SSRS, SSIS), Crystal

Reports

• Information Systems and Platform: SAP ECC6.0, IBM AS/400, WMS/TMS general functions

• Process Improvement Methodologies knowledge (6 Sigma, DMAIC, PDCA, Value Stream, Pareto Charts, A3

reporting…)

• Project Management Techniques(WBS, Resource Planning, Cost Estimation, CPM, Scheduling)

PROFESSIONAL EXPERIENCE:

Logistics Analyst, National Retail Systems, Inc, Compton, CA May 2012 – May 2013

• Designed and maintain complex SQL queries to track various data source and consolidated into meaningful

results.

• Developed detail and summary reports to senior management and customer to ensure compliance (SLA/KPI).

• Responded to ad hoc inquiries from internal departments and customers on time sensitive information and

special request.

• Provided analytics in process planning, logistics analysis, inventory management and solution engineering.

• Supported creation and implementation of various programs including the enhancement of process and

procedures.

Project Associate Summer Intern, Durant Management Corporation, Los Angeles, CA June 2011 – Aug

2011

• Created project scope and requirements documents, action items, schedules, interim status report and

memorandum.

• Prepared initial service and partnership agreement, and attended client meetings to discuss partnership

benefits.

Logistics Engineering Summer Intern, Ford Motors Co., Ltd, China June 2009 – Aug 2009

• Participated in projects for maintaining and improving productivity, quality, safety and scrap plant metrics (5S,

dashboard).

• Analyzed assembly line replenishment used JIT strategy which resulting reduction of assembly line edge inventory

by 25%.

• Involved in the assembly warehouse projects including layout design, inventory management, and labeling

systems.

Inventory Auditor, Bureau Veritas (SHANGHAI) Co., Ltd, Xi’an, China Aug 2009 – May 2010

• Performed regional inventory audit and invoice verification activities for more than 20 automotive dealer sites.

• Communicated with auditor manager and customer to provide continuous customer service and ensure

compliance.

PROFESSIONAL TRAINING

APICS-CPIM

• Sales& Operations planning, Master Scheduling, Rough cut capacity planning, MRP, MRP II, DRP, CRP

• Demand Planning, Inventory planning, Logistics and distribution, Production Planning and Control

SAP Certified Associate Business Foundation &Integration with SAP ERP 6.0

• Executed Procurement Cycle, Customer Order Cycle, Manufacturing Planning and Execution using R/3.

• Defined Master Data to support the core business processes with emphasis on Order Management and

process integration.

• Used SAP R/3 Implementation Guide (IMG) to aid the project team in configuring business transactions.

SQL Development – Used platform SQL Server 2008

• Experience in creating database objects – data manipulation, sub queries, stored procedures, views, functions

and trigger.

• Familiar with Database Design, Normalization, Star Schema, Relational models and ORDBMS.

• Developed SSIS Packages to migrate data from various tables for further data analysis using multiple

transformations.

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