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Customer Service Manager

Benton Harbor, Michigan, 49022, United States
March 17, 2011

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*** ********

Avenue 269-***-****

Benton Harbor, (Cell)

MI 49022

Crystal Bigford

Experience 11/2003 - Present Penske Logistics Benton Harbor,


Logistics Analyst

Create, develop, and analyze queries and reports

from Business Objects Software to support the

Whirlpool business, including metrics books,

scorecards, dashboards and financial data for

multiple providers

Train new facilities/staff throughout the country

in proper customer service and management policies,

procedures and computer software

Suggest process improvements for data input and


Participated in a team environment to rewrite

policies and procedures pertaining to the Whirlpool


Responsible for monthly match pay and accrual

comparisons for multiple providers

Provide Customer Service for Whirlpool Trade

Partners across the country

Assist in resolving computer and network issues

within the Benton Harbor office

Supervise the auditing and processing of freight

invoices for 10 providers

Maintain company intranet and extranet website

Prepare and research freight claims

Responsible for Point Of Delivery document research

and processing

Monitor the customer survey calling process

06/2001 - 08/2003 Dover Metals Co. Coloma, MI

Assistant Controller/Inventory Specialist

Responsible for weekly bank deposits; monthly

checking account reconciliation; monthly and

quarterly payroll taxes, sales/use tax preparation

Responsible for all inventory control activities;

cycle counts, weekly reporting, inventory

assemblies and adjustments, purchasing and


Managed vendor accounts; accounts payable, daily

invoicing and accounts receivable

Control all collections for past due customer


Correspond with international customer and vendor


Handled shipping via UPS world ship and major

freight companies

Prepared and shipped product for trade shows

Employee record keeping

Customer service; light cleaning and filing

02/1999 - 05/2001 Rochau Law Office St. Joseph, MI

Bookkeeper/Office Assistant

Successfully implemented new Accounting software

and maintained control of all accounting procedures

Responsible for entering monthly client time into

QuickBooks; entered monthly expenses, prepared and

printed client invoices

Posted client time and balance ledgers with


Prepared weekly deposits

Responsible for monthly checking and trust account


Handled all corporate book creations, filings, and


Handled all necessary paperwork and filings for

eviction cases (affidavits, writs, etc.)

Ordered supplies and light cleaning

07/1996 - 12/1998 McDonald's St. Joseph, MI

Swing Manager

Started as crew person running the front counter,

working drive-thru, and handling lobby cleanup

Graduated to Certified Swing Manager. Responsible

for running the floor, handling the phones,

paperwork, computer work, counting crew drawers and

safe, preparing nightly deposits, opening or

closing of the store, some Human Resources work,

and generally making sure the shift ran properly

Have held multiple positions, which required me to

train and/or supervise additional staff

Ran efficient shifts while at McDonald's, keeping

labor percentages well below acceptable ranges

Education Siena Heights University

Benton Harbor, MI

Master of Arts (Complete 05/2011).

Majoring in Organizational Leadership

Siena Heights University Benton Harbor, MI

B.B.A. in Accounting

Lake Michigan College Benton Harbor, MI

Associates in Accounting

St. Joseph Public High School

St. Joseph, MI

High School Diploma 1998

Community Neighbors and Partners in Progress

Activities Benton Harbor, MI

Treasurer and Officer

St. Joseph Seventh Day Adventist Church

St. Joseph, MI

Co-Director Youth Department

Software Knowledgeable in the following programs:

Programs: Accounting Software: QuickBooks and Peachtree.

Microsoft Software: Excel, Access, Word, Outlook,

and PowerPoint

Miscellaneous: Adobe Professional, Business

Objects, LMS, SAP, DCS, FrontPage, and Contribute


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