Customer Service Manager
Resume:
JORGE COLON
Clearwater, FL *****
E-Mail: **********@*****.***
SUMMARY: Customer Service/Sales professional with eighteen years experience
involving Management and Administration of day-to-day operations. Fluent
is English and Spanish.
WORK EXPERIENCE:
2010-3/29/2013- Supply Chain Manager
Sumitomo Chemical America, Inc., Edison NJ
A sole coordinator managing the transfer of raw material manufactured
chemical goods for two business sectors of Sumitomo Chemical America Inc
(Specialty and Pharmaceutical chemicals), working within a lean team. This
includes negotiations, general oversight and hands-on management of brokers
and freight forwarders in the process of dispatch through delivery. Manage
and Reconcile inventory levels from eight warehouses in the US. Working
knowledge and use of proper protocols related to both domestic and
international logistics.
2006-2010- Customer Service Administrator
Sumitomo Chemical America, Inc., Edison NJ
Head of customer service department for raw manufactured chemicals from
Japan to Bridgestone Firestone Tire Company, Georgia Pacific, Momentive,
and other smaller companies in the U.S., Mexico, South America. Process
purchase orders, respond to all customers' inquiries regarding purchase
orders status, delivery, and pricing. Coordinate shipment releases with
overseas logistics, and internal warehouse.
2005-2006- Customer Service Manager
Heinz Glas USA, Linden, NJ
Manage glass accounts for Estee Lauder, Elizabeth Arden, Fragrance Systems,
and Del Labs in the cosmetic industry. Process all purchase orders, and
coordinate production schedules with manufacturing plant in Germany.
Respond to all customers' inquiries regarding purchase orders status,
delivery, and pricing. Coordinate shipment releases with overseas
logistics, and internal warehouse. Attend bi-weekly production meetings as
well as meeting with company representatives to discuss new business and
upcoming projects.
2004-2005- Customer Service Supervisor
APAC, Newport News, Va.
Supervising up to 30 UPS customer service agents, who assisted UPS
customers shipping and tracking their packages, processing their refunds,
and damage claims. Taking supervisor calls to resolve customer's inquiries
about packages not being delivered and any other UPS related issues they
had.
2002-2004- TRANSPORTATION SECURITY SCREENER
HOMELAND SECURITY, Newport News, Va.
Instructed passengers on proper HOMELAND Security procedures and policies
for new United States Regulations. Implemented security screening
procedures that served to protect the traveling public by preventing any
deadly or dangerous object from being transported onto an aircraft.
Maintained close communications with supervisors regarding any issues that
may reveal a weakness or vulnerable areas of security screening.
Participated in information briefings concerning security-sensitive or
classified information. Possess a Government Security Clearance from the
United States. Conducted inspections of baggage and passenger personal
items for explosive materials and prohibited items. Completed Improvise
Explosive Detection Training. Performed and operated basic security
equipment at screening checkpoints.
Jorge Colon
Page 2
1998-2002- TEAM MANAGER
McCord CONSUMER DIRECT, Newport News, Va.
Team Manager directly responsible for a $200,000 account with 15 Travel
Agents through their sales and customer service results. Responsible for
nightly call center closing procedures.
Established and communicated expected standards of performance, reviewed
actual performance, coached and trained implementing necessary corrective
action resulting in a cohesive team that delivered service effectively.
Responsible for development and motivating the sales team to hit targets
for stronger profitability for the company. Prepared and presented weekly
and monthly sales reports to Executive Management Teams. Trained new
incoming reservation agents on company policies and procedures. Trained new
agents how to use the system and process orders for airline tickets.
Liaison with air carriers concerning itinerary changes and discrepancies.
1994-1998 RESERVATION AGENT
MARRIOTT INTERNATIONAL, Somerset, New Jersey
Responsible for booking of reservations for both business and leisure
travel to over 100 MARRIOTT properties. Led communications for Customer
Service opportunities. Communicated with other branches and viewed
different properties to ensure they met the MARRIOTT Criteria for travel
destination.
1988-1991- STOREKEEPER
U.S.NAVY, Norfolk, Va.
Supply Department- USS Theodore Roosevelt
Fulfilled orders for on ship demands Controlled inventory of over a million
aviation and ship parts and supplies of an aircraft carrier. Reconcile
inventory levels for ship's supply department.
EDUCATION AND TRAINING
Berkeley College of Business: Business Administration degree
Explosive Detection Equipment Training
Hazardous Material Compliance Certification Ocean, Air, Ground
Advance Import/Export Operations Compliance Management
Seamanship A School Training
Microsoft Office, Word, Power Point, SAP, Excel, and Axapta
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