Customer Service Management

Robin Quintana

Milpitas, 408-***-****

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

OBJECTIVE:

Seeking a position to utilize my skills in the industry and offer

professional growth while being resourceful, innovative and flexible.

EXPERIENCE:

Ceva Logistics, Hayward, CA June 2010-

Aug 2010

Customer service Rep/Logistics Coordinator (contract)

. Responsible for high volume of inbound calls and data entry using

Worldport

. Assisted customers with their shipping request

. Scheduled for pick up and delivery

. Outbound calls to other Ceva Hubs/stations within the US to check and

confirm shipments will make scheduled deliveries

. Outbound calling to Various Airlines to confirm shipments are on

board/schedule.

. Customer Service/Dispatcher for clients. Served as liaison between

transportation, import, export and clients

. Worked as receptionist to transfer calls to correct department

. Imaging of documents and file management via quotes

. Replied to all emails regarding problems/discrepancies, returns, and

orders for shipment pick- ups and deliveries

Google, Mountain View, CA

Mar 2006 - Nov 2009

Customer Service Technical Specialist (contract)

. Responsible for high volume of customer service requests via the

ticket system, emails, and phone calls for the following departments;

Mail Services, Shipping, Receiving, Distribution and Logistics

. Worked with the Receiving and Distribution Teams to coordinate and

expedite urgent deliveries for events and worked with Google staff and

Vendors to coordinate shipments and deliveries for special requests

. Provided information for International and Domestic shipments,

assisted the customer by working with the Logistics Team to help

coordinate their shipments for outbound and inbound for all of the

Google sites

. Worked with Google staff and Federal Express to get new accounts set

up for new Google sites and closed down when the Google site closed or

moved

. Administrator for FedEx Enterprise Ship Manager System; Set up all of

Google staff that requested their own account for all domestic Google

sites, also maintained the data base for termed employees or

transferring employees to different accounts when site closes down

. Investigated and resolved routine requests, such as tracking of

packages/shipments, interoffice envelopes, misplace deliveries,

storage and inventory. Interacted with internal and external customers

to resolve issues accordingly

. Answered high volume of phone requests and interacted with customers

face to face

. Worked with Google departments; Payroll, HR, facilities, regarding

relocation, new hires, termed employees and interns

. Serve as a liaison between departments regarding payroll and HR for a

resolution of day-to-day administrative and operational problems

. Reported and worked with management directly to resolve issues

regarding discrepancies for these departments and discussed current

and new processes, also kept accurate records and passed this data at

the daily compliance meeting

. Maintained the help desk report, which included the numbers of tickets

in our queue, emails and calls received from the day before and all

currents customer request, events and issues affiliated with them

. Provided a monthly report to management that provided the metrics on

tickets, emails and phone calls for the various requests, responsible

for setting up the monthly shared excel sheet that was used daily

. Proficient in all the departments; processed packages into star

receiver, set up mail slots

. Delivered packages and mail, shipped packages

Metro One Morgan Hill, CA Mar

2001 - June 2005

411-Operator

. Provided enhanced directory assistance to callers nationwide, wireless

and residential by constant talking and data entry, providing superior

customer service at all times

. Retrieved requested information by searching multiple data bases using

alternative search methods

. Provided various services; driving directions, phone numbers, stock

quotes, restaurant and hotel locations. Concierge services which

included airline and hotels reservations, always following proper

etiquette

Apple Computer

MRB Coordinator/Inventory Control

Fremont, CA, USA

July 1986 - 10 1994

. Responsible for maintaining inventory accuracy for reject material

that came into the MRB account. Generated and conducted data entry of

daily cycle counts.

. Researched and resolved inventory discrepancies. Prepared and

organized written documents, reported, monitored and reviewed daily

inventory.

. Conducted daily inventory analysis; to anticipated and resolve

inventory problems.

. Responsible for contacting buyers and vendors daily to restore the

flow of the production lines, in charge of contacting vendor when

production line went down due to their material.

. In charge of shipping reject material to the vendor and receiving

replacement material. Reject material came from QA, customer audit and

production lines.

. Kept inventory on floor with a constant movement from shipping and

receiving material and still maintained perfect daily counts.

. Compiled reports daily for buyers and management of reject material on

the floor and material sent back to the vendors.

. In charge of scrap material, making sure material was destroyed and

documented. I had daily review meetings with buyers, supervisors,

engineers and management.

. Effectively communicated with peers, supervisors and management,

material consisted of numerous vendors and different types of material

from hard drives to Led lights. Account worth 500,000 with constant

change.

SKILLS:

Type 40 WPM, Windows, MS Word/Excel, Outlook, Multiple Applications; Star

Receiver, Bear Tracks. FedEx Ship Manager/Enterprise, UPS Campuship,

Worldport, Planning and Scheduling, Written Communication, Customer

Service, Inter department Coordination, Complete knowledge of supplies,

equipment and services ordering and inventory control. Outstanding record

maintenance and inventory control skills. Excellent ability to solve

problems.

Apple University

Records management. Understanding team and building skills, Business

management for production/quality. Human relations/social building skills.

Quality control and what it means.

PB University

Training

Introduction to Data Privacy and Information Security: U.S 2006 and 2009,

Effective Document Management, Time Management Inside PB USA Employees and

Managers-Live Meeting, Inside Ethics, Dynamics of Interactions

Contact this candidate