Customer Service Management

Summary:

Accomplished and goal driven professional experienced in IT/MIS,

project coordination, data management, desktop support, and customer

service. Problem solver and facilitator highly dedicated to accuracy

and achieving goals. Excellent communication, time management and

organizational skills. Member of PMI and ASQ.

Education:

CSUN: Business; Systems and Operations Management, bachelor's degree

in progress

Project Management Institute: PMP Certified

Los Angeles Mission College: Associates degree, Liberal Arts -

Business

Los Angeles Valley College: Accounting Certificate

Skills:

Microsoft Office Suite 2007 Data Management

MS Project Project Coordination

SAP for Order Management Reporting

SX Enterprise Inventory Control

Business Objects, Hyperion Brio, Monarch IT/MIS

Remedy support ticket software Outstanding Customer Service

Retail Link and ISA Business Operations

Quickbooks Accounting

Lotus Notes, Outlook, Sametime Excellent Organizational

Skills

Online Store Builder, FrontPage PowerPoint Presentations

Clarity, Niku

Experience:

Project Coordinator/Desktop Support for moves and migration, 9000 user

region:

Insight Global (Kaiser Permanente), Pasadena, CA: 2008 - 2009

Project Coordinator and data management for migration of 3800 users to

new server domain. Inventory data management of computer assets and

employee data for 1500 user move project and several backfill projects

with Excel. Go-live support with business partners. Remedy service

management.

Major Accomplishment:

Contributed to standardization of master worksheet used for move

projects by all parties.

Order management for conversion to SAP:

Warner Home Video, Burbank, CA: 2007 - 2008

Manage EDI orders for select wholesale, resale and retail clients.

Manage multiple street date releases, catalog stock and out-of-stock

orders. Business Objects and Excel reports data analysis. Customer

service on product availability, backorders, allocations, deliveries

and shipping schedules. VMI client with 3200+ retail locations.

Setup inventory items in ISA. Upload Retail Link activity reports.

POD and Fill/Kill reporting. Document procedures.

Major Accomplishment:

Initiated recovery of 9 million in revenue due to discovery of

systemic pricing problem.

Business Operations and Customer Service Manager:

Repairtech International, Van Nuys, CA (FAA Repair Station): 2006 -

2007

Research/track production time frames on open repair jobs. Scheduled

customer commitments. Order turn-time research/reporting. Plan

management meetings. Product sales ranking and analysis. Created

tracking system for exchange pool and component part inventories.

Monitor outside processing lead time. Create managerial reports

system. Implemented bar code system.

Major Accomplishments:

Implemented bar coding system for job travelers resulting in QC

and customer service improvements.

Created database and reporting system to monitor turn-times,

customer commitments and exchange pool inventory.

Inventory Data Management, Customer Service Department Management,

Accounting, IT:

Inline Distributing; Sylmar, CA: 1988 - 2006 and Metaloox, Inc.

(sister company)

Manage 40 workstation Windows LAN. Work with affiliates to support,

maintain and upgrade hardware and software. Plan and manage

procurements. Plan, procure and implement SX Enterprise ERP software

system, companywide training program. Central knowledge person for

software processes and data anomalies. Manage licensing and support

contracts. Translate changing business requirements to software firm

for modifications to original software system. Build and update

company intranet.

Manage data accuracy for inventory quantities, purchases, sales,

layers. Reconciliation of inventory accounts. Research on-hand

quantity discrepancies from invoicing rejects. Warehouse use and

damaged goods tracking/reporting. Custom reports on inventory

variances, valuations and year-end closing. Train inventory auditors

and documented procedures. Work with department managers to research

and improve business processes.

Customer Service department management of 9 staff members. Hiring,

reviews, training, documentation and terminations. Coordinate daily

staffing with sales representatives. Develop department processes and

procedures. Resolve escalated customer service issues. Manage staff

conflicts. Conduct monthly department workshop meetings.

Job cost accounting for manufacturing and installation. Revenue

recognition worksheet. Balance Sheet account schedules. Cash flow

forecasting. Financial statements. Physical inventory. Review

financials with CPA. (For Metaloox, Inc.)

Major Accomplishments:

Increased inventory control and purchasing capabilities by

implementing SX Enterprise ERP system allowing for continued

growth.

Created and managed an office supplies inventory and re-ordering

system.

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