Customer Service Manager

Dorothy J Williams

*** * ********* #***

Gardena, CA 90247

Cell 323-***-****

E-mail ***********@*****.***

Objective

To seek employment with a company where there are opportunities for growth and advancement. Utilize my

Management skills, computer skills and dedication to provide quality, reliable and supportive service.

Education

Metro Skills Center Los Angeles, CA

Business Education, Computer System Operator, Computerized Keyboarding

Experience

6/2012 – Present Los Angeles Community Outreach Center, Los Angeles, CA

Director

• Manager a staff of 10 people

• Run a 32 bed shelter using LASHA /HMIS

• Assist the homeless with housing

• Counseling

• Case Manager/Customer service

• Work closely with DPSS and other organization to assist with aid for homeless family.

09/08/2006 – 11/2010 Update International, Inc. Los Angeles, CA

Customer Service Manager

• Manage six customer service reps

• Take care of all customers needs at every level (ordering, fulfillment, support, problem solving, etc.)

• Duties include-monitoring each reps work load making sure all order are entered on a timely basis, bring

customer satisfaction to a higher level

• Training reps on phones, order entry, problem solving.

• Work with the warehouse to coordinate shipments, send shipping report to customers.

• Work closely with freight carriers 3PL, DOT and LTL, rate quotes, scheduling pick ups, build truck loads.

• following up with customers on backorders items. Run daily reports, meeting once a week with reps to

discuss weakness and ways to improve the quality of service.

• Bring new idea to better assist our customers.

• Working closely with accounting and other department to make sure order are credit approved and sent to the

warehouse on a timely basis.

8/03/2004-8/20/2006 PH Beauty Labs, Inc. Los Angeles, CA

Customer Finance Specialist

• Manage all customers account.

• Duties include AP, order fulfillment, Billing, Handle all customer service needs for all customer, send sample

to brokers, trade shows and charity events.

• Input all order as they come in via Fax, EDI, email or mail.

• Invoice all order once shipped, track shipment to customer send daily shipping report to customer.

• Send out daily Spos report to keep owner and investors updated on daily sales. Analyze Wal-Mart MABD on

a weekly basis.

• Works on True Commerce to pull EDI order.

• Generate ASN for Rite Aid also create shipping label for Rite Aid.

• Call customer to extend delivery dates.

• Update brokers and sale rep of all out of stocks.

• Responsible for input of all incoming payable, run aging report cut checks on Friday, reconcile customer

statement.

3/13/00-8/26/03 New Age Electronic, Inc Carson, CA

Customer Operations Specialist

• Manage 25 e-commerce accounts.

• Duties include order fulfillment, forecasting, new product setups and price protection.

• Handle all customer service need for all 25 customer, serve as backup for Sales Rep when out the office.

• Create, maintain and track purchase orders, track and report inventory in stock and turns relay this

information to Buyer, communicate any outstanding issues.

• Work with flooring companies. Use Gentran to bring in EDI orders.

• Run all reports; notify customer of up coming price drop prior to drop date.

• Pull information off website, also updating website supply customers with product imaging off website

• . Work with traffic to build truckloads instead of using LTL carriers.

• Responsibilities also included Sam’s Co managed this is a VMI account, where we warehouse the goods.

• successfully passed Sam’s co-managed course. This is a replenishment account I also create, maintain and

track purchase in Inforem. I analyze each club, on a daily basis and replenish when necessary and

redistribute product if needed. I determine where product is needed and how much, my job is to avoid out

stocks, I work closely with the replenishment team at Sam’s Club home office.

4/99-3/11/00 DirecTV El Segundo, CA

Sr. Customer Service Rep (Contract)

• working in Office of the president, serving customer with special problem not handle through the call centers.

• setting up and disconnecting accounts, making special changes to the account, taking credit card payments

and deal with irate customers, this included offering special promotion, free month service what ever it took

to save the account.

• Handle all divorce and Deaths cases.

• Research and enter updates and corrections in DIRECTV customer billing system over the LAN.

• Prepare outgoing notices and waivers.

6/96 – 2/99 Shyan, Inc Los Angeles, CA

Customer Service Rep

• Duties include order fulfillment, tracking shipments, working with carriers 3PL and LTL.

• New product set up, new customer set up.

• Work with Factors to get customers orders approve, setting up COD account for customer with credit

problems.

• Bank reconciliation, invoicing, charge backs.AP/AR using MAS90.

10/80-11/93 Transamerica life Companies Los Angeles, CA

Senior Clerk

• Duties included distributing the work, set-ups new business, assign cases to Underwriters by volume, and

handle a high volume of incoming and out going mail.

• working special accounts to salvage cases. Shopping around to other companies. Handle high volume of calls

from customers, working with special collection to get re- insured.

• working with sale reps to get case approved in the least amount of time.

Professional Skills

• Ability to organize, multi-task,and a quick learner.

• Proficient in Microsoft word, Excel, MAS 200, Navision, AS400 and Quick books.

References upon request.

Contact this candidate