Customer Service Quality Assurance
Resume:
Susan Harvey
____________________________________________________________________________
_________
Acworth, GA. 30102
**********@*****.***
Customer Service Specialist
A diversified professional with extensive experience in Customer Service
and Quality Assurance.
An energetic leader, team focused, who establishes and maintains customer
loyalty and produces results.
. Exceptional Customer Service
. International Shipping
. Order Entry SAP / Oracle ERP
. Quality Assurance
. LEAN Process Improvement
. ISO 9000 Training
Professional Experience
GE Power Systems, Marietta, GA.
2002 to 2009
Division of General Electric, world's leading supplier of power generation
technologies with revenues of 21.8 billion.
Order Process Specialist Team Leader
Team Leader in charge of all domestic quotes and orders from receipt to
shipping. Managed weekday and weekend schedules, workflow, work assignment
and training to meet all goals and deadlines for several team functions.
* Increased Quote and Order processing from 30% to 97% with a 30%
decreased head count.
* Trained, managed and developed a team capable of supporting and
processing all emergencies
independent of supervision. Facilitated special customer training
resulting in a decrease in entry
delays and customer and management recognition.
* Participated with GE Black belts in creating, establishing and
managing the Atlanta LEAN Quote
and Order Entry cells. These successful proto-type entry processes
established the LEAN process
at GE and is being applied to numerous other functions to improve
accuracy and productivity.
Maersk - Sealand, Atlanta, GA.
1999 to 2002
Division of A.P. Moller, the leading container shipping company in the
world with revenues of 284.3 million.
Import Military Household Goods Team Leader
Resolved issues concerning delivery delays, tracked containers, processed
military household goods documentation and customs entry. Led employee
training, development, evaluation and call monitoring for quality assurance
to obtain a maximum level of customer satisfaction.
* Managed cross training of department personnel and coordinated
phone coverage resulting in a reduction of abandoned calls
from 5.33% in May to a 0% rate in September within the department.
* The Military Household Goods Team was recognized by Global Sales and
Management, on
behalf of customers, for excellence in customer service throughout
North America.
* Developed Standard Operation Procedures and training curriculum
for the Military Household Goods group on
schedule, resulting in a seamless transition of the job function to
a new office location.
Hewlett Packard, Kennesaw, GA.
1998 to 1999
One of the worlds largest IT companies in the top 10 fortune 500, with
revenue totaling 118.4 billion.
Major Account Specialist
Provided support for Hewlett Packard's major accounts, such as Ford, A.G.
Edwards, Albertson's, American Stores, State Farm and John Deere.
Responsibilities included assisting customers with contract issues, part
shortages, scheduling onsite repairs, monitoring orders, monthly contract
reports and escalating problem calls to completion.
* Cross-trained with all special account associates to ensure back-
up support for all customers.
Received the "Going The Extra Mile Award" for exceptional
customer service.
MicroBilt/FDC, Kennesaw, GA.
1993 to 1998
A division of First Data Corp, the global technology leader in information
commerce with revenues of 2.1 billion.
Customer Service Representative
Provided national customer service support for Sears, Home Depot, NCR,
Telecheck and First Data Merchant Services. Support included tracking
shipments, product availability, service quality, product quality, order
fulfillment, billing and process issues.
* Reduced the repair turn-around time from 35 days to 4 days for
Sears by developing and instituting a
new billing system. Improved support and service on this multi-
million dollar account resulting in
receiving "Star Award" for exceptional customer service.
* Developed ISO 9000 procedures for Sears Customer Service
training. Achieved zero discrepancies in
both the pre-audit and final audit of the Customer Service
Department.
Quality Manager
Led start up and development of the Receiving Inspection Department.
Developed and implemented procedures, product travelers, defective
material report forms and inspection data forms producing an improved
level of quality. (In 1996 MicroBilt transitioned from an equipment
manufacturer to a refurbishment and customer support facility resulting
in the elimination of the Quality Department.)
* Assisted engineering in collecting data and working with vendors
reducing the failure rate from
8 % to 1% on the Telecheck Accelera unit.
* Hired, trained and supervised up to 30 employees in both assembly
and inspection roles during
project start up, all within a six-week period, meeting
production and shipping schedules.
Education
Goldenwest College, Huntington Beach, CA.
Orange Coast College, Costa Mesa, CA.
PC skills include Windows, Microsoft Word, Excel, EDI, Outlook, Access,
Oracle, Parts Edge, Clarify, Support Central, Copics, and Java / Oasis
Professional Development
Introduction to ISO 9000, Georgia Institute of Technology -
Certification
Managing Total Quality Management Women in Management
Professional Supervision skills Proactive
Customer Service
Building a Customer Driven Organization Processing Military
Household Goods
Exceptional Customer Service Shipping Management and Support
How to Deal with Difficult People Express Terminal
Systems
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