Customer Service Management

EDNA HALE

*********@*****.***

PROFESSIONAL SUMMARY

A program management professional with over fourteen years experience in the high tech electronic

industry. Extensive knowledge and experience in data analysis, management; project management;

procurement of materials; process and product documentation; account relationship management; and

product implementation. Diverse work experience with strong background in product introduction,

customer service, sales support, forecast reporting, and strategic planning across multiple industries.

Demonstrated a proven practice of consulting and providing solutions for failed or deficient processes,

effectively implementing changes, mitigating risks, and increasing process efficiencies.

COMPUTER AND DATA ANALYSIS SKILLS

Reporting tools: Crystal Reports

Microsoft Tools: Visio, Excel, Power Point, Word

Databases: Microsoft Access and Material Resource Planning (MRP) System

Operating Systems: Windows 98/2000/NT/XP/Vista/7

EMPLOYMENT EXPERIENCE

Axiom Electronics LLC

Program Manager 2006-present

Prepared managed, monitored performance and completion of major commercial, military, broadcast,

research and development (R&D) programs through tracking reports and comparing results against data

metrics. Managed projects to implement key initiatives within timeframes, budget, and quality. Consulted

with businesses and stakeholders to contribute risk expertise and create strategies. Effectively managed

change while maintaining a balance between risk mitigation and operational efficiency. Determined and

developed methods, operations, sequence and tooling for fabrication of components, subassemblies and

final products. Compiled and evaluated data from numerous sources in order to complete assessments

of current environment, create future outlooks of procurement, forecast resources and develop capacity

plans. Partnered with accounting and finance departments for budget and resource planning. Executed

strategies to improve quality, drove operational efficiencies, and reduced cost. Identified growth

opportunities, created growth plan and determined next steps to execute recommendations. Managed

account relationship, whose growth continues to double in orders each year; first order started at $250K

to $2M in over a 3 year span. Presented to stakeholders recommendations for return on investment

(ROI) projects. Intent of projects was to create an internal prep department that reduced costs associated

with supplying machine ready material. Implemented improvement which resulted in 25% cost savings

and minimized production downtime.

Axiom Electronics LLC

Customer Service Administrator 2005-2006

Created and updated customer forecasts by creating formulas and macros in Excel to help analyze

product deliverables, business projections, and goals. These automations led to a manual data entry

cycle time reduction of 50%. Modified and implemented processes to reduce cycle time from 119 to 73

days for customer returns and requested rework. Collected data, performed root cause analysis,

provided recommendations and implemented solutions for customer returns. Created data chart

presentations, conducted statistical analysis and provided assessments to customers, managers, and

executive members.

Axiom Electronics LLC

Process and Quality Technician Lead 2000–2005

Conducted engineering tests and detailed experimental testing, solved mechanical and electronic

problems involved in the operation and/or manufacturing of product. Compiled and evaluated quality

results and test data to determine appropriate limits and variables for process and material specifications.

Utilized analytical skills to audit errors and discrepancies. Determined root-cause for deficient processes

and collaborated with other departments to develop corrective action plans. Monitored capacity utilization

and recommend changes to requirements based on schedules.

Benchmark Electronics Inc.

Engineering Technician Team Lead 1998-2000

Provided leadership, training, problem solving and technical support. Introduced, developed and

implemented processes and documentation for new surface mount equipment. Reviewed production

schedule, materials, quality requirements and staff support to ensure optimum efficiency. Contributed to

the implementation of lean manufacturing which resulted in improving the flow of goods and equipment by

decreasing cycle times and reducing bottlenecks.

EDUCATION

Bachelors Degree in Business Management in process at Clackamas Community College

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