Customer Service Manager

Ixel Ceseña

*** * ******** *** #*** *Corona CA **882* 951-***-**** * ******@*****.***

SUMMARY OF QUALIFICATIONS

Bilingual leader who performs well under pressure and in a fast-passed environment.

Four years’ program management experience.

Exceptional collaborator; able to fully satisfy company and client interests.

Highly organized and accurate; strong attention to detail and time management. Track record for exceeding timelines and exceeding expectations.

Expertise in the following: customer relations, excel, word, outlook, pdf, type 71wpm.

EXPERIENCE

Synsor – Everett WA June 2017- Date

Project Coordinator

Order entry maintenance of sales orders, sales order revisions and change orders in ERP system; compare to PO (purchase orders). Ensure all information for billing and manufacturing is complete.

Maintain current dates in system to keep the Backlog Report updated ongoing.

Track and follow-up on orders by attending meetings, communicating with managers, supervisors and customers.

Prepare quotes and price lists as determined by project management team.

Research customer special requests by partnering with various departments such as Engineering, Purchasing, Production and Shipping. Communicate response to customer requests.

Maintain spreadsheets for customer-owned inventory, customer-specific inventory, and any other necessary tracking

Manage and organize shipping with customer’s shipping department and freight carriers, including rates, requesting quotes, arranging trucks, etc.

Communicate shipping specifications to Synsor’s shipping department.

Monitor and track status of orders.

Maintain excellent communication internally and externally for optimum quality results.

Determine root causes immediately for all quality issues to prevent future occurrences.

Follow through on “immediate action” to resolve customer concerns. Assure the customer that the situation is being corrected fairly and communicate the issue to the appropriate departments. Complete all associated documentation.

Blue Flame Heating and Air- Mountlake Terrace Oct. 2016 – June 2017

Customer Service Coordinator

Answering telephone calls from customers and potential customers regarding their service, installation and sales.

Scheduling service calls with customers for sales HVAC, service replacement and or warranty calls.

Basic record keeping of all customers information, update notes in system.

Creating new customer accounts in the Successware system and filling system

Entering customer’s data into Successware and process customers request.

Maintain daily dispatch board and coordinate for the next day schedule.

Create all demand work orders and ensuring they are sent out to service technicians

Maintain a high level of professionalism and customer support to ensure customer satisfaction.

In charge of occasional weekend coverage which consisted of opening call center, forwarding lines and coming on Sundays to answer all voicemails and customers concerns.

Perform out bounding and some telemarketing, giving me the opportunity to earn commission

Manage e-mail correspondence and communications with customers.

Support all administrative needs for Lead Dispatcher, office manager and service managers.

Other tasks as needed or assigned.

Veg Fresh, Corona, CA - Sept. 2011- Sept. 2016

Project Manager / Accounting assistant–

Managed and tracked projects, scheduled deliveries, and outbound orders for the produce department, handling major produce accounts such as Trader Joes, Walmart, and Ralphs, and also in charge of Tropical accounts.

Coordinated with production management, operations management and shipping and receiving leads to ensure quality of product, and completion of projects orders.

Kept informed on and ensured that all requirements of insurance, safety, labor and relations were met.

Maintained daily inventory for both projects to ensure all physical inventory was matched to virtual inventory.

Served as client manager to implement client billing and customer solutions.

In charge of allocating all orders out of Famous software, printed all Bill of Landings and ensured all paper work was ready for drivers.

Monitored project activities and advised staff of issues due to resource availability.

Produced project status reports, managed the team and resolved day to day issues.

Maintained close communications via email and outlook with external, internal customers, as well as other project management and owners.

Assisted both Accounts payable and accounts receivable with duties not limited to, filling, faxing, invoicing, and preparing all checks for accounts payable as well as maintaining all invoices up to date.

ICEE Comp, Ontario, CA - Jan. 2006- May 2011

Project Coordinator –

Developed and maintained detailed project schedule to ensure deadline of juice dispenser installations for Florida’s Natural Growers.

Dealt with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and answering questions regarding project.

Coordinated project activities with diverse groups and individuals

Monitor and assigned all calls and service requests to the queue and processed based on priority

Provided phone support to Florida’s Natural when requesting inquiries on future projects, calm angry customers, locate resources for problem resolution and design best option solutions.

Assisted technicians with closing of all submitted completed installations, service tickers, removals and exchanges, ensured all times, units, parts, and notes were accurate and correct prior to closing.

EDUCATION

High School Diploma, June 2002. Centennial High School, Corona, CA, Some college credits

REFERENCES FURNISHED UPON REQUEST

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