Customer Service Manager

Jeanette Owens

***** ****** ******

San Bernardino, CA 92404

909-***-**** hm

310-***-**** cell

My management theology is "lead by example." My work history has provided

me with an array of skills that have proven to be both rewarding and

challenging. These acquired skills include; credit manager, customer

service manager, purchasing manager, logistic manager and importing and

exporting management.

My management experience includes management for an up and coming mattress

manufacturer, a leading furniture accessories manufacturer, custom

manufacturer of decorative faucets, 3PL logistic and call center. I've made

recommendations and implemented decisions to improve service and reduce

costs within these companies.

Anatomic Global, Corona, CA 02/2008 - Present

Credit Manager

. Reduce delinquent & uncollectable balances by 50%.

. Created collection protocol.

. Reduced average days to pay by 85% simply by contacting customers shortly

after due date.

. Converted 85% of customers to paperless invoices & statements.

Customer Service Manager

. Created procedures for customer service department.

. Recouped thousands of dollars of freight claims.

. Created procedures and checked credit worthiness on all new accounts.

. Revived customer service personnel by instilling self values to their

beings.

. Start-up EDI and managed new account on network.

. Handle all logistic transactions.

. Account receivable - apply payments and authorize credits.

Airtrans Airway, Dallas, TX 11/2006 - 08/2007

Customer Service/Operation agent for airline carrier.

. Customer service on reservations and gate operations.

. Coordinate communication between pilots and staff regarding fuel, baggage

ect...

. Assisted in uploading and downloading baggage from aircraft. Unloading

and downloading

. Performed aircraft inspections and cleaning.

Greatwide Distribution, Ontario, CA 11/2002 - 8/06

Customer Service Manager for a 3PL company.

. Scheduled truckling companies by type of equipment and manpower.

. Billed customers according to labor, pick-n-pack, pallets used and misc.

charges.

. Inventory reconciliation for Chep pallets, including boards used to

create new pallets.

. Performed cycle counts as required by us as well as at the customer's

request.

. Managed office equipment, visitor greeting, janitorial services and other

aspects.

. Transportation arrangement. Solicited carrier, negotiated rates on

truckload or multiple stop loads.

ARTISAN HOUSE, INC. Los Angeles, CA 4/2001-6/2002

7/1997-8/1999

Customer Service Manager for manufacturer of metal wall, tabletop and

freestanding sculpture and other decorative home accessories.

Managed customer service/order entry department, billing department and

EDI.

. Administered departmental workload, adjusting assignments during period

of 30% growth.

. Maintained and controlled relationship with top accounts, comprising 35%

of company sales.

. Maintained accurate records on customer pricing, updating computer files

as necessary.

. Resolved billing discrepancies with customers, researching and making

decisions then negotiating with customers, resolving problems.

. Managed accounts receivable for all key accounts, under oversight of CEO.

. Trained staff and developed departmental policy guidelines for customer

service and billing.

. Open new accounts using D&B & Lyons credit rating services.

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. Increase & revoke credit lines.

. Place accounts for collections.

. Call center management.

. J.D. Edwards

HARDEN INDUSTRIES Los Angeles, CA 4/2000-4/2001

Customer Service Manager for a national manufacturer of decorative faucets

and plumbing ware accessories

Managed customer service department, including technical service, order

entry, billing and account liaison.

. Coordinated the transition of the order entry department to Y2K compliant

MAS-90 computer platform

. Promoted staff from within, training and monitoring to assure

responsiveness to customer needs.

. Managed pricing in MAS-90, alerting management to pricing discrepancies

and updating customer files.

. Warranty claims management.

. Purchasing.

Emser International, Los Angeles, CA 8/1995-5/1996

Purchasing Manager for a fabric / carpet distributor in southern California

Managed inventory control and performed purchasing, including importing for

Los Angeles area distributor of carpeting products.

. Coordinated the scheduling of product orders and inventory levels to

minimize cost of inventory while preventing out-of-stocks.

. Supported marketing department by advising them of delivery schedules and

potential bottlenecks.

EDUCATION

Los Angeles Trade Technical College - AA Degree

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