Customer Service Quality Assurance

Armando Rivera

408-***-****

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

SUMMARY

A Customer Support Specialist seeking new challenges which will enable me to utilize my skills and assist in the success

of a company.

EXPERIENCE

Demand Management, Sanmina-Sci Corp.- April 2006 to January 2009

!Capacity Planner supporting all Customer Service Representatives for the Western Region.

!Analyze Capacity data to ensure Manufacturing plants are properly and evenly loaded.

!Schedule Printed Circuit Board orders in accordance with appropriate Manufacturing facilities.

!Inventory control - third-party warehousing, reconciliation, movement/adjustments and analysis.

!Communicated with Domestic and International manufacturing facilities on all quick turn requests.

!Responded to Customer Service Representatives on all reschedule request including expedites, change orders and or

cancellations.

!Responsible for accurate transactions via Oracle 11i from sub-inventory locations on Oracle system for all consignment

and forecast customers.

!Process system billings by verifying and confirming receipt of shipments in accordance with shipments via customer web

sites.

!Generated Oracle 11i-Discover reports on a daily basis.

!Work closely with Inventory Management to ensure inventory levels are in sync with Forecast and consignment

customers.

!Updated Customer Qualification sites on company's Intranet site.

Order Processor, Regal Aluminum Products - April 2005 to March 2006.

!Pull and fill Customer orders per specifications.

!Expedite, push out or cancel orders per Corporate office requests.

!Processed daily shipping and receiving transactions via Excel spreadsheet.

!Generate and distribute daily shipment report to Corporate office.

!Data entry.

!Quality Assurance for all orders.

!Respond to all customer service inquires such as status of p.o, shipping information, or stock on hand.

Order Fulfillment Specialist, Fujitsu Computer Products - May 2004 to October 2004 .

!Processed and edit orders via Fujitsu ordering system and check for validity and integrity via Oracle 11i.

!Expedite, push out or process change orders per customer requirements.

!Facilitated weekly conference calls with the field and communicate any allocation updates, new product introductions,

and review any issues addressed.

!Generate Oracle reports on an as needed basis for all Account Representatives.

!Interfaced with IT group on system related issues pertaining to the Order fulfillment process.

!Responded to request such as order status, stock on hand, and lead time information.

Technical Support Representative, AGILENT TECHNOLOGIES - 2000 to 2002

!Team member of technical staff supporting divisions' semiconductor products via the Technical Response Center's 800#

Call Center support line.

!Diagnosed, resolved, and escalated customer inquires and recorded all pertinent information on database and followed

up on all open tickets.

!Reviewed and evaluated customer specification drawings for product availability, replacements, alternatives, and

recommendations.

!Collaborated with Web design team to review website content for accuracy including new product road map information,

and relevant new product release documents.

!Assisted in the implementation and maintaining of marketing sales tools such as product brochures, product catalogs,

and any promotional literature.

Customer Service Account Representative, HEWLETT PACKARD - 1996 to 2000

!Provided Order Management for major Distributors Avnet Electronics, Arrow Bell, Future Electronics, Penstock and

Newark Electronics.

!Account Manager assigned to Tier 1 Cisco Systems via Avnet Electronics which included Demand Forecasting.

!Responded to and processed new and ongoing delivery requirements including order acknowledgments, expedites,

cancellations, push-outs, qty increases or decreases, and any other change orders.

!Interfaced and collaborated with Systems team and IT group on the EDI line item delete project and EDI purchase order

project.

!Processed RMA’s per specified guidelines and the issuing of credits and investigate any customer return discrepancies.

!Coordinated the implementation of EDI with Distributors to eliminate the procedure of manual p.o. entry.

TECHNICAL TRAINING/SYSTEM KNOWLEDGE and COMPUTER SKILLS

System knowledge includes ORACLE 11i, ORBIT, COSMOS, ATP(available to promise), WWOMS, and EDI.

Proficient in the use of Microsoft products including Windows XP, OUTLOOK, POWERPOINT, MS EXCEL, and MS

WORD.

Bilingual (Spanish)

EDUCATION

Mission Community College: Santa Clara, California and San Jose Community College: San Jose, California, focus on

Associate Arts Degree.

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