Customer Service Manager

SUE Gibson

E-Mail: ************@*****.***

Last Update 04-07-2012

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Gap evaluation for SUE Gibson

Employer JobSeeker

Education Level: Not Applicable Some College

Preferred Salary: Salary Not Listed $12.00

Additional Information for SUE Gibson

Looking for Work in This County Madison

Preferred Type of Employment: Full-time

Preferred Shift: Day

Temporary Position Preferred: No Preference

Willing To Travel: Yes

Willing To Relocate: Yes

Languages

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About Alabama JobLink

Copyright c 2001-2012 AJLA

SSL CERTIFICATES - Get InfoSue Gibson

111 Mountain View Lane

Madison, AL 35758

Home 256-***-****

Cell 205-***-****

Email: ************@*****.***

Objective

Seeking a challenging opportunity in which I can significantly contribute by using my

experience in customer service, program management, multi-tasking under rigid deadline

schedules, and attention to detail.

Skills

Proficient in Microsoft Office (EXCEL, Word, PowerPoint, WordPerfect), Adobe, Microsoft

Outlook, and Internet

Data Analysis, Process Improvements

BAAN ERP/MRP, Agile, PFS

Excellent verbal and writing skills; Multi-tasking

20+ years in Customer Service

Proficient in working in fast-paced, high-pressure environments

Work Experience

Benchmark Electronics, Inc., Madison, Alabama

Benchmark Electronics designs and manufactures computer related products, and has

operations in the United States, Thailand, China, Singapore, England, Ireland, Mexico, and

Brazil.

Assistant Program Manager07/2006-01/2011

Primary Interface providing support to $250 million platform utilizing customer programs

and inter-company tools

Supported Program Managers on various product lines, provided detailed reports and

analysis of real-time demand against suppliers build schedule

Worked with inter-company sources and customer(s) to resolve BOM (build of material)

issues on orders

Chaired daily production meetings to assure on-time delivery of customer product and

assess manufacturing priorities Monitored daily orders to ensure accurate quantities, on-

time delivery of shipments, and pricing accuracy of product

Manually entered orders for site-balancing to sister sites and alternate clients

Liaison between customer and shipping/logistics department to ensure accurate and timely

delivery of product(s)

Maintained data base of late-delivery of products, provided root cause and corrective

action as necessary

Worked with various departments to resolve billing, sales, and invoicing discrepancies

Wrote procedures and trained other employees on departmental procedures

Provided research and analytical support to Logistics/Shipping department for US Customs

audit on 5,000 plus import entries

Coast Personnel Services, Huntsville, Alabama (contractor for Benchmark Electronics)

Coast Personnel is a provider of temporary personnel services.

Administrative Assistant03/200607/2006

Compiled data on daily basis into single EXCEL spreadsheet for daily shipments of

products and materials

Supported 5 separate program groups and shipping department as single point of contact

for coordinating information for shipments

Worked with BAAN system entering orders, updating information, and canceling orders

Interacted on a daily basis with customer regarding orders, shipments, and pricing

discrepancies

ProSoft Technologies, Pelham, Alabama (contractor for BellSouth Telecommunications)

Prosoft Technologies is a leading provider of professional consultants to employers

throughout the nation, with a focus on the telecommunications, manufacturing, financial,

and technical market sectors.

Service Representative08/1998 - 11/2002

Audited and reconciled large-customer accounts for major southeastern telecommunications

company

Worked with account teams and network departments to resolve Customer record and billing

discrepancies

Compliance coordinator between Legal and other departments regarding state and company

regulations

Trained other Customer Service Associates (CSA s) on Excel to enable accounts to be

audited more proficiently and accurately

BellSouth Telecommunications, Inc., Birmingham, Alabama

BellSouth is the largest Telecommunications Company in the Southeast, providing voice,

broadband, and data services to consumers and businesses.

Service Representative12/1983 - 03/1998

Assisted in establishing a unique Center as the liaison between the company and customers

experiencing long distance problems

Developed and wrote methods and procedures, training manuals and job aids for center and

other companies to ensure correct issuance of changes in customer(s) services.

Provided on-site training to other companies on order Investigated and interfaced with

Legal and other departments on Federal and State complaints regarding customers.

Developed and wrote interdepartmental guidelines and procedures for handling Federal and

customer complaints

Handled scheduling of employee shift tours for 10 employees

Spokesperson and tour director for Center

Fraud Investigator-Security 05/1981 - 12/1983

Verified incoming and outgoing toll calls for erroneous and/or suspected fraudulent

billing; contacted end users for information and compiled data on fraudulent activity

Contacted various agencies in attempts to locate suspect(s) involved in fraud

Handled case write-up on fraud for referral to internal and external law enforcement

agencies

Senior Investigator for suspected fraud cases at military bases in Alabama

Senior Service Order Checker 07/1974 - 05/1981

Trained service order typists on correctly interpreting customer records and order

issuance

Provided work/labor statistics reports to managers on weekly basis

Maintained daily time reporting of 7 employees

Verified all work from Installation and Dispatch departments for accuracy

Handled contact between Business Office representatives and Installation/Maintenance

departments for customer installation problems

Financial Clerk06/197307/1974

Posted incoming monies, posted deposits & handled transfers of monies between banks

Verified vouchers for payment accuracy

Balanced payrolls, vouchers, and commission checks; ensured employee payroll checks

mailed on time weekly

EDUCATION

University of Alabama, Tuscaloosa, Alabama - 1973

Jefferson State Junior College, Birmingham, Alabama - 1980

University of Alabama at Birmingham, Birmingham, Alabama - 1997

REFERENCES

Cary Gibbs Senior Materials Manager, Benchmark Electronics, 256-***-****

Anita Donovan Shipping/Logistics Manager, Benchmark Electronics, 256-***-****

Tony Louallen Materials Director, Benchmark Electronics, 256-***-****

Rick Klein Manager, Prosoft Technologies, 205-***-****

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