Customer Service Manager

Maria Folger

**** **** ****** 732-***-****

North Brunswick, NJ 08902 ***********@*****.***

PROFESSIONAL SUMMARY

Combining strengths in administrative and logistics skills to meet the

goals of the company and customer.

Versatile, organized, hard-working Supervisor with 20+ years experience in

administration and logistics. Quick learner who is adaptable to changing

environments and valued team partner who works well under pressure.

Applies integrity and dedication in solid office management, processing and

maintaining data, and providing excellent customer service. Experienced

in control room functions, training, and development and implementation of

process improvements. Recognized for performance excellence and pride in

job.

Key skills include:

. Admin / Data Room

. Customer Relations

. Effective Time Management

. Developing/Reviewing Training Materials

. Multi-Tasking

. Team Leadership

. Project Management

. Logistics

EXPERIENCE

Verizon, 21 Constitution Avenue, Piscataway, NJ

1979-2010

Supervisor - Logistics Services (2007-2010)

Administration:

Managed office operations, providing administrative support for NJ Region

Logistics Department consisting of 1 Manager, 7 Supervisors and 150

employees working multiple shifts.

- Ensured accurate and timely processing of payroll and invoices; developed

and maintained spreadsheets

tracking attendance and OT.

- Displayed focused and effective budget management, assisting the NJ

Region in meeting YTD Budget

objectives: proactively reduced OT incurred expenses by closely

monitoring office/floor workload.

- Compiled information from Supervisors and field to prepare weekly and

monthly Departmental and

Regional reports, maintaining the 100% Region Reporting requirement.

- Coordinated and participated in training of office staff on new computer

systems: Microsoft Outlook,

CPE Manager, Workbrain.

- Participated in weekly Operations Reviews to ensure compliance with

Departmental processes.

Cross-Dock / Mailroom Operations:

Managed 5 people in Cross-Dock/Mailroom Ops handling technician and field

orders for 100+ storerooms:

- Developed and implemented process for new Cross-Dock Operation to

streamline in-house transportation

deliveries, resulting in 10% savings to the company.

- Exercised time management to maintain flow of inbound and outbound

material; maintained data tracking

material movement; interfaced with transportation and suppliers on

process improvements.

- Developed Receiving process for inbound deliveries and Quality Check

process for outbound shipments.

- Implemented new FiOS Centralized Pre-Staging Operation to support 50+

storerooms, keeping within

budget and time allotted.

- Cross-trained workgroups, which assisted in optimizing the transportation

network and aided in successful

implementation of Centralized Pre-Staging and Returns Process Teams.

Centralized Returns Operation:

Managed Centralized Returns Team of 5 processing defective returns received

from 50+ storerooms.

- Coordinated and organized new layout of Centralized Returns Operation,

which enhanced the flow of unit

handling, resulting in significant increase in number of units processed

daily.

- Developed and implemented tracking of unit status and process compliance,

reducing double handling of

units and number of non-compliances.

- Interfaced and improved relations with vendors, investigating areas of

concern and applying corrective

actions to improve process.

- Organized and conducted monthly safety meetings.

- Received 2009 Ovation Award - Commitment to Performance Excellence, from

Manager.

MARIA FOLGER - PAGE 2

VERIZON, 41 Corporate Place South, Piscataway, NJ

Supervisor - Materials Management (1998-2006)

Inventory / Cycle Counts:

Managed 3 employees in maintaining inventory control of 11,000+ telecom

items in excess of $20M.

- Participated in preparation and implementation of annual inventories,

including coordination of data

entries and tracking.

- Monitored performance of 100+ daily cycle counts and reconciliation,

achieving 99% inventory accuracy.

- Implemented corrective actions and created documents, resulting in

exceeding company objective of 98%.

Data Room / Customer Service / Claims and Returns:

Managed 5 employees in providing data support for processing 2000 daily

picks and provided dedicated customer support to 100+ storerooms.

- Improved office organization and data entry accuracy by creating training

documents and process-flows.

- Prioritized orders, and managed emergency orders, to consistently meet

with customer needs.

- Trained company and contract employees in new processes and computer

systems as required.

- Oversaw and coordinated administrative support during several major

computer system conversions.

- Commended for excellent customer service and building customer loyalty:

resolved claims and returns

issues in timely manner, applied corrective actions resulting in

significant reduction in number of claims.

Receiving and Shipping:

Managed 15 employees in receiving and shipping operations, processing

$800k daily inbound receipts, and sorting/staging technician orders for

100+ storerooms.

- Interfaced with Purchasing and Transportation to resolve and minimize

product and freight issues.

- Focused on quality process to achieve and maintain shipping accuracy of

99.8%.

- Maintained delivery matrix for 100+ outbound runs, and arranged special

shipping as required.

AWARDS

2009 Ovation Award - Commitment to Performance Excellence

2005 Supply Chain Services S.T.A.R. (SCS Thanks Appreciation Recognition)

- Performance excellence.

2005 TEAM AWARD - Outstanding performance on WA IMPLEMENTATION & PISCATAWAY

MOVE TEAM

2003 CAUGHT YA' GOOD - Outstanding performance on Verizon Logistics NY

Customer Service Team

2003 VERIZON VLC OF THE YEAR - Warehouse of the Year

2002 TEAM OF THE YEAR-VZ ORDER EXPRESS-EAST Silver Award - Outstanding

performance on

Mid-Atlantic Tech Order process creation and implementation

EDUCATION / TRAINING / CERTIFICATION / ADDITIONAL SKILLS

Technical Skills:

Microsoft Word, Excel, Outlook, Lotus Notes, SAP, Warehouse Advantage, CPE

Manager, Prism, PeopleSoft, Workbrain, VACP (Vendor and Carrier

Performance)

Training:

Quality Education Workshops, Customer Advocate Training, Diversity

Management Workshop,

SkillPath Workshops-Handling Difficult People, The Assertive Manager

Additional Experience:

Working with Union and Contract labor forces; Proficient in Spanish;

Forklift Certified;

ISO 9000 and Sarbanes Oxley Compliance Standards; Member of Diversity Team

(5 years);

Provided articles for department's monthly Road Runner publication.

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