Customer Service Supply Chain

Lennia Mullin

*** *. **** ****** *****: 708-***-****

Maywood, IL 60153 E-mail: ************@*****.***

PROFESSIONAL PROFILE

Accomplished Senior Operations and Business Transitional Leader and Internal Consultant with extensive experience leading high exposure, operations with industry leading Global Company. Possess a unique in-depth understanding and knowledge of most efficient methods of office operations, equipment, inventory, and systems to identify and correct for improve performance. Strategic thinker, highly result driven with a strong work ethic, uniquely skilled and able to build and maintain productive business relationships at all levels. Focused on maximizing the integration of support systems, Order Fulfillment, Invoice Reconciliation, Order Processing, and Order Confirmation improving performance across many business units. Skilled in the following areas:

Client/Vendor Relations Project Management IBM WATSON

Employee Training SAP Agile

Scrum Study Claims Management 10 Key by Touch

Network Systems Database Management Team Building

PROFESSIONAL EXPERIENCE

IBM (International Business Machines) 2006 - 2017

IBM is an American multinational technology company headquartered in Armonk, New York, United States, with operations in over 170 countries.

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Dispute Resolution Specialist Team Lead - Worked jointly with operation managers, CSRs and procurement making recommendations for improvements in procedures and processes. (Required to have superior knowledge of IBM systems and processes)

Managed 37 email account databases, ensured all customer and supplier were being worked and responded to.

Assisted in developing processes and procedures for newly assigned accounts

Improved supplier performance through evaluating with use of a performance metric identifying unresponsive suppliers.

Compile data for monthly performance metric meeting, identifying problems area and implementing new processes and training where needed. Critical for management and team leaders to better manage workloads.

Updated management of issues were outside their control or required management’s approval.

Review summary reports on cycle time outliers with managers on a weekly basis.

Dispute Resolution Specialist 2003 - 2006

International Business Machines

Primary responsibilities for the Dispute Resolution Specialist is to keep the flow of orders and invoices constant and current to complete the necessary changes to existing orders, and more critical is the management of invoices that have not been received at all.

Manage and communicated with suppliers regarding purchase order changes, invoices discrepancies, missing and duplicate serial numbers and asset tags, RMA (return merchandise authorizations), payment and aging status.

Communicated with the procurement team regarding purchase order changes, order rejections, order cancellations, and releasing revised purchase orders to suppliers.

Communicated with AP, and IBM Global Finance regarding payment status.

Escalated system issues to the Help Desk for both internal and external customers.

Invoice Reconciliation Specialist 2000 – 2003

International Business Machines

Reviewed and managed vendor invoices (via email), EDI (electronic data exchange), and postal service.

Processed approximately 4300 invoices monthly, all were process according to customer’s criteria and service level agreement.

Meet all requirements and expectations for both internal and external customers.

Order Placement 1997 - 2000

International Business Machines

Duties included but not limited to:

oReceiving and reviewing orders for commercial contract.

oPurchase orders(PO) creation

oCommunicated with IBM procurement to provide quotes.

oElectronic Data Interchange(EDI)

oPartner Interface Processes(PIP)

oGlobal Asset Recovery Service(GARS)

oProcess approximately 6,000 orders per month.

Education

Austin High School

Additional Education and Training

Completed Studies for Project Management Professional Certification

Enrolled in Studies for American Production and inventory Control Society – Certified Supply Chain Professional Certification

Achievements/Recognitions

Chosen base on my expert knowledge of IBM internal system to train new team members abroad on IBM Internal Processes.

Countries Traveled:

oArgentina

oGuadalajara MX

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