JANINA SCHARDAR
**** ** **** ****** *****, Florida 33155
Phone: 305-***-**** Mobile: 305-***-****
Email: abmqsm@r.postjobfree.com
PROFESSIONAL EXPERIENCE
FINE ART LAMPS, Miami Lakes, Florida
April 2004-Present
Account Services Manager (Customer Service).
Provided leadership and direction by coordinating departmental daily
activities. Resolved escalated customer service issues and promoted sales
initiatives. Acted as liaison between customer service, manufacturing,
credit and sales.
. Managed and provided supervision of the activities for all export
accounts and domestic accounts, including communicating with freight
forwarders and presenting letters of credit.
. Provided continual evaluation of processes and procedures.
. Insured employees had appropriate training and other resources to perform
their jobs.
. Managed key accounts' contract and export book of business.
. Maintained and developed favorable business relations with our customers
from Latin America, Europe and Asia. Issued quotes, processed orders and
acted as the liaison between the company and the customer.
. Project management.
. Built and maintained excellent interpersonal relationships and performed
account receivables functions including collections, reconciliations,
adjustments and refunds. Audited delinquent accounts and provided
collection assistance and payment plans in order to facilitate the
collection of overdue customer balances. Managed Return Goods
Authorizations and replacement parts orders.
. Hired and trained personnel and administered performance reviews.
. Developed the department's yearly business plan and budget.
. Participated, planned, developed and implemented various projects
designed to improve efficiencies and effectiveness, e.g. led the re-
engineering of the replacement parts order process that resulted in a
reduction of the orders' turn around time, updated policies and
procedures, developed new packaging labels to meet Turkey's import
requirements.
. Participated on the branding development of the company.
. Implemented/created account receivables and ACD calls metrics.
. Participated on company wide projects to enhance service.
ALLSTATE INSURANCE COMPANY, Miami, Florida 02/03-04/04
Claims Adjuster - Auto
Investigated auto accidents
PRAXAIR SURFACE TECHNOLOGIES, Miami, Florida 10/97-2/03
Customer Service Manager
Managed primary customer service activities in ISO 9002 certified aviation
repair station, which dealt in a business-to-business setting with major
airlines. Non-exempt personnel staffed the customer service department,
handling customer requests for expedites, quotes, import/export issues,
reports and order location/delivery status. Solved non-technical customer
complaints. Trained and supported personnel on Oracle applications. Managed
U.S. Government military contracts using all of their Internet
applications.
. Recognized as an outstanding leader with a Praxair Leadership Stock
Option grant by the Chairman, President and CEO.
. Increased customer satisfaction by creating the customer service
department.
. Trained and supported approximately 20 associates on the Oracle database.
Customer Support Specialist (1999 - 2000)
Responsible for implementing the Best Business Practices project and
development of standard procedures for all external processes relating to
customer service. Trained personnel and provided support during the
development of the Oracle manufacturing module.
. Implemented the Best Business Practices to the Miami Plant of a multi-
national aviation company.
. Developed standard procedures that increased productivity.
. Standardized customer reports using both Excel and Oracle and maintained
100% accuracy.
Customer Service Representative (1997 - 1999)
Order entry, order tracking, billing, and customer reports, outside vendor
and government contracts management, customer follow-up and quotes.
. Decreased turn around time by proactively surveying outside vendors.
. Earned a Praxair Stock Option Grant for excellent work as a customer
service representative.
. Preserved customer satisfaction by consistently applying problem-solving
skills to answer their needs.
COMPUTER SKILLS -Oracle, Microsoft Office Suite, TCM & Internet.
EDUCATION - Florida International University, Miami, Florida
Bachelor of Business Administration - Marketing & International Business.