Customer Service Training

Tamara Rodriguez **** Parker Knoll Lane Columbus, OH 43219

614-***-****

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

Accomplishments

. 10+ years business experience in SAP OTC processing including: global

process standardization and training

. 4+ years project experience in SAP SD including: design, testing,

implementation, and production support

. 4+ years IT experience in SAP SD configuration including: organizational

hierarchy, order management, billing, output determination, legal controls

. Directly involved with five full life cycle SAP global implementations in

both R/3 4.7 and ECC 6.0 including project management, testing cycles,

defect analysis and resolution and go live support

. Managed project to implement Mexico CFDI process to allow company to be

compliant with government regulations

. Fully Bilingual English-Spanish

Professional Experience

Ashland Inc. - Systems Specialist II

Dublin, OH ? 2008 - Present

. Develop and/or modify SAP SD configuration based on business/legal

requirements for projects and day-to-day helpdesk support tickets

. Act as functional owner for new development work with ABAP to define

requirements, create functional specification documents for projects and

test results

. Serve as SAP and Business Process Subject Matter Expert within SD Foreign

Trade/Customs area

. Develop various end user documentation & training materials within Order

To Cash while working closely with Power Users and Customer Service Reps

. Assist in post go-live support for various regions within and outside of

North America implementing process standardization and on-site training,

including Europe and China

. Receive 'Exceed' and 'Greatly Exceeded' ratings on most recent

performance appraisals

Ashland Inc. - Senior Export Customer Service Representative Import/Export

Department

Dublin, OH ? 2001- 2008

. Processed Sales Orders for multiple industries for International

customers

. Acted as a Key Power User in Order to Cash - liaison between End

Users/Power Users and IT on all outstanding issues 2006-2008

. Developed "end-to-end" training material on the Export Sales

Order/Delivery Process for Order to Cash Team

. Acted as Team Lead for the Training Sub team

. Wrote Team Charters according to Lean Six Sigma guidelines

. Developed 'Training program' to indicate an hour-by-hour schedule for new

employees

Lydall Thermal and Acoustical Group - Bilingual Human Resource Generalist

Columbus, OH ? 1999-2001

. Served as the sole HR contact in a fast paced manufacturing environment

of 172 employees

. Maintained ISO 9000 training records for all employees

. Directed new hire training/orientation program

. Interpreted for all employee meetings, translated company documents

Education

SAP Education, 2008 to present Ohio State University,

Columbus Ohio, 1998

GTS100 SAP Global Trade Services Overview Bachelor of Arts -

Spanish

GTS200 Configuration of SAP Global Trade Cemenahuac

Educational Community, Mexico, 1996 SCM605 Supply Chain Management

Study Abroad Program

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