Customer Service Manager

Andalina R. Diaz

*** ******* ***** *** *********, PA 17601 717-***-**** *********@*****.***

Administration

Customer Service/ Customer Focus/ Employee Relations/Purchasing & Planning

Talented, results-producing professional with record of accomplishment in planning/purchasing and customer Service. Comprehensive planning and scheduling strategies in support of business goals and objectives. Experience in the creation of human resource tools and steering the execution of employee relations programs. Demonstrated successful business strategy in planning, inventory control, cash handling and accounts receivable/payable. Coordinated strategic plan and deployment around customer satisfaction. Supported many implementations of key projects and ERP implementations, most recently a business wide Oracle implementation. Solid leadership skills; able to build and lead employees. Adept at communicating with customers, management, vendors and internal departments to coordinate overall business goals.

Strategic Manufacturing Planning

Human Resource Program Initiatives

Customer Service Initiatives & Metrics

Cash Handling

Employee & Staff Management

Team Building & Management

Corporate Procurement

Sales/Quoting and pricing administration

Professional Experience

Customer Service Manager & Pricing Administrator for North America, February 2010-Still employed

(Maxima Technologies, llc & Power Packer NA) maximatecc– Lancaster, Pa

Managed the global customer service group that coordinated account management and order entry for five production facilities and over a 1,000 plus customer base. Reported out on a daily and monthly basis on metrics related to deployment of our strategic plan. Communicated with customers, management; inter departments to coordinate overall customer service effort in accordance with company goals. Play integral role in new process development and lead and directed a customer service department of eight customer service representatives. In the sales role, held all pricing and quoting responsibilities for the entire North American team for our distribution and OEM customer base. Supported trade shows, catalog and pricelist responsibilities. Supported all areas of continuous improvement within the customer service/sales group and participated in LEAD events and activities. Focus around customer retention and customer relationship building.

Selected Contributions:

Established reportable metrics on productivity, response time and order entry rate.

Actively participated in safety initiative and quality initiatives.

Assisted in the transfer and coordination of production lines overseas.

I was an integral part of two separate business acquisitions in Brazil and Sweden.

Super user for implementation of a business wide ERP implementation of Oracle R12

Consistently improved the customer experience, following our “ Hassle Free Experience” motto

QUEEN STREET STATION MANAGER, 2007-November 2009

Red Rose Transit Authority– Lancaster, Pa

Define strategy for and develop, execute, and manage cash handling procedure. Communicate with customers, management, internal departments to coordinate overall customer service effort in accordance with company goals. Play integral role in new process development and fare box implementation. Lead and direct customer service staff.

Selected Contributions:

Contributed by increasing new ridership with the new fare box system and customer rewards.

Actively participated in safety initiatives

Consistently improved the customer experience, on a daily basis

PROJECT COORDINATION, 2004-2006

Armstrong World Industries– Lancaster, Pa

Worked within a team environment to carry out a full range of marketing functions. I helped Establish product selection, pricing, and programs with the guidance of an account manager. Assisted in Development and implementation of new products. Also provided administrative support to an account manager and marketing manager. Approved purchase orders through the account payable department.

Selected Contribution:

Demonstrated immediate talents upon hire and excelled quickly to become recognized by management as key member of marketing team.

Contributed campaign theme idea that proved effective in delivering overall message.

PLANNER/SCHEDULER, 2001-2004

Kellogg Company– Lancaster, Pa

Planned and executed according to the plant production schedule, the delivery of all inbound raw materials. Effectively worked in a cohesive team environment, to meet all corporate initiatives, such as new product implementation and organic certification. Approved purchase orders through the accounting department for account payables. Participated in many extracurricular activities such as Diversity leadership and the United Way initiatives.

Selected Contribution:

Demonstrated immediate talents upon hire and excelled quickly to become recognized by management as key member of the Kellogg Leadership team.

Consistently decreased inventory on hand from $1.6million per month to $1.1 million.

Improved the internal relationships with salary and Union by communicating effectively and efficiently.

Education & Credentials

Associates of Science, Business Administration May 2014 Elizabethtown College Lancaster, Pa

Bachelor of Science Degree, Business Administration, 2018 Elizabethtown College Lancaster, Pa

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