CAROL GARCIA

**** ******* ****** **** *****: 734-***-****

Ypsilanti, Michigan 48197 Email: ac2fhk@r.postjobfree.com

CAREER SUMMARY

A Customer Service Manager with a history of outstanding performance in a wide range of industries. Proven success applying expert troubleshooting skills and motivational approaches to resolve complex challenges in an efficient manner. Seven years of SAP R / 3 experience that included three life cycle implementations and post-implementation support of issue resolution in SD, MM, PP modules. Results oriented leader able to develop cohesive teams that consistently surpass all objectives.

AREAS OF EXPERTISE

Customer Service

Continuous Improvement

SAP

Logistic Management

Order Management

Inventory Management

Global Purchasing

Vendor Management

Cross Functional Communications

PROFESSIONAL EXPERIENCE

COMCAST, Ann Arbor, MI 2010-2017

Multi Media Service Provider

Customer Service Supervisor

Responsible for supervising the daily activities of a designated team, to ensure superior customer service. Respond to internal and external customer inquiries. Support the development of employees and manage individual and team productivity and key performance metrics.

Provide coaching and feedback on employee performance that ensures a consistency and a high level of customer service.

Analyze and actively manage quantitative and qualitative performance metrics and communicate the information to manager and staff in order to promote service excellence and individual personal growth.

Support team members in problem solving, and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.

Partner with manager to develop effective cross-training programs for personal development and to maximize efficiencies.

AKZO NOBEL COATINGS INC, Pontiac, MI 2007-2009

Tier one automotive supplier of coatings and paint.

Customer Service Manager

Managed a customer service staff composed of 15 customer service reps in three locations. Responsible for international and domestic customers in the wholesale, commercial and sign markets.

Reduced costs and labor by 8% annually by developing and implementing an electronic process that sent customer invoices and statements via e-mail from SAP.

Improved daily cross functional communication through process re-engineering and standardization that clearly defined operations and expectations.

Expanded SAP utilization by developing training, a technical manual and standardized procedures.

Achieved .013% error rate through SAP training and mentoring CSR’s.

Selected for external training program in Situational Management that focused on management techniques, employee development and mentoring.

EDS, Plano, TX 2006-2007

Consulting.

SAP Consultant

Project lead for SAP implementation, Rolls-Royce Canada, Aeronautics division, Montreal, Canada.

Wrote the Governance rules and regulations for handling SD Master Data in SAP for General Motors Finance Division, Pontiac, MI.

Generated SAP technical RFP response for a Major customers.

SIEMENS MEDICAL SOLUTIONS, Ann Arbor, MI 2000-2005

Medical Devices.

Sales/ Customer Service Operations / Purchase Logistics Manager

Managed staff of 18 responsible for generating customer quotes and handling order entries.

Tracked credit approvals, scheduled the delivery of equipment and guaranteed accurate invoicing.

Served as division Project Manager during the SAP implementation.

oManaged project life cycle and ensured proper integration and coordination of phases and activity from project plan development, project plan execution, and integrated change control throughout the project life cycle.

oDelivered project within budget and on time.

oControlled project costs, coordinated competing demands for scope, time, cost, risk, and quality while working with stakeholders and setting expectations.

oEnsured adherence to Company standards and methodology, namely ASAP. Communicated projects cope and plan, distributed information, performance reporting, and overall project reviews.

Designed business processes for SD, MM and PP modules with emphasis on Order to Invoice process.

Developed test scenarios and procedures, for integration and acceptance testing.

Provided training and materials to customer service and order management staff, to provide customer satisfaction and delivery of products.

LAM RESEARCH, Fremont, CA 1995-2000

Semiconductor Manufacturer.

System Configuration Analyst

Collaborated with sales, marketing, engineering, manufacturing, shipping, and business operations departments to resolve product line issues. Applied skills in Calico Workbench, a modeling tool, to automate equipment sales. Led technical review board meetings to identify areas of improvement and resolve issues.

Supervised configuration processes for semiconductor etching equipment, valued at $1M.

oClients included Motorola, Intel, and other large chip manufacturers.

Directed administration operations for a sales department, comprised of 50 sales associates, with an operating budget of $6M.

Served an integral role in managing the implementation of SAP into a division of the company.

LANIER WORLDWIDE, South San Francisco, CA 1984-1995

Office Equipment Sales.

Customer Service Manager

Supervised eight clerical and customer support team members. Conducted employee interviewing and training. Handled customer complaints, technical issues, order entries, scheduling, and follow-up procedures.

CORPORATE SPONSORED TRAINING

SAP SCM 520 certification

EDS consultant training

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