Customer Service Sales
Resume:
Joan Gardner
Raleigh, NC *7615-4101
SUMMARY
Dynamic, resourceful, dependable contract specialist with extensive experience at a Fortune 500 company in customer
service. Flexible, positive and responsive to change with a strong work ethic and attention to detail. Excellent
communication skills with strengths in problem analysis and professionalism in face-to-face and telephone
interactions.
PROFESSIONAL EXPERIENCE
Wavecom / Sierra Wireless, Research Triangle Park, NC 2007 - 2009
Wireless Telecommunications Company
Customer Service Representative
• Managed and processed distributor orders, changes, expedites and sales contracts.
• Updated and maintained backlog and customer account information.
• Functioned as liaison for manufacturing, fulfillment and supply chain issues.
• Tracked and resolved shipping discrepancies and invoicing errors. Issued RMA’s (returns) and processed
credits and re-bills.
IBM (International Business Machines Corporation), RTP, NC 2007 – 1990
Computer Solutions Company
Dispute Resolution Agent, 2007-2004
Analyzed and resolved customer complaints for western US IBM’s services clients. Researched and managed contract
inquiries, billing questions and payment issues.
• Interacted with Project Managers, Project Assistants, Revenue Accounting, Finance and Accounts
Receivables for resolution.
• Decreased number of disputes through additional education and training of Project Managers.
Senior Contract Specialist, 2004-1995
• Provided commercial contract support of IBM’s hardware, software and maintenance offerings.
• Reviewed contract T&C’s ensuring compliance with federal/state laws and company policies, interfacing with
Business Controls and/or Legal Dept if necessary.
• Ensured processing of timely changes, and managed requirements of high revenue accounts through reports
and extensive follow-up procedures.
• Communicated with Sales Team on data information/reports and Accounts Receivable to minimize overdue
collections and decrease DSO (Dales Sales Outstanding).
Order Entry Data Specialist, 1995-1993
• Reviewed and audited purchase orders for completeness and clarity.
• Inputted orders, maintained backlog, tracked and verified delivery of PC equipment.
• Communicated with clients on shipping information and handled incoming call center inquiries.
Rebates / Price Protection Analyst, 1993-1990
• Processed PC hardware rebates to computer reseller/partners.
• Audited electronic inventory certification data and communicated discrepancies.
• Communicated with clients and sales team via conference calls and reports.
TECHNICAL SKILLS
SAP
VMI
Microsoft Word
Microsoft Excel
Microsoft Office
JD Edwards
GEMS
Lotus Notes
Lotus 1-2-3
VOLUNTEER
Neuse River Golden Retriever Rescue, Foster Parent
Walk for Hope, Fundraiser
Good Shepherd’s Table Soup Kitchen, Meal Server
Junior Achievement, Mentor
Contact this candidate