MIRNA MARRUFO

**** ********** *****

El Paso, Texas 79927

915-***-****

ac8krc@r.postjobfree.com

https://www.linkedin.com/mirnamarrufo

SUMMARY

A highly motivated and results-oriented account manager/customer service professional with vast experience in data entry, reporting, customer relation management, dedication in building the most successful business partnership, troubleshooting, implementations, policies and procedures, research and development, inventory management, invoicing, contracts and negotiations, project coordination, and interdepartmental communications. Additional proficiencies include inventory reconciliations, training and mentoring, and facilities management. A resourceful and enterprising proven performer with strong problem-solving skills who enables an organization to ensure quick and timely solutions, provide excellent customer care and meet and exceed needs, and discover and optimize opportunities for growth and development.

EXPERIENCE

ZEBRA TECHNOLOGIES, El Paso, Texas

Account Service Manager/Experience Specialist, 2015-2018

Performed daily client account task.

Customer relation communicating to understand their needs and explain product value.

Building relationship with customer based on trust and respect.

Collect and analyzing historic data to learn more about customers behavior

Coordination of deployment schedules for new sites and spare-pool size adjustments if required.

Managed and reviewed available inventory to meet min/max requirements, by working defective due-backs,in-house repairs, ensuring software was loaded correctly and placed back into spare pool for replenishment. Notification via reporting of sites failing to return defective devices in for repair for spare-pool balance.

Managed daily unit and part shipments with a same-day shipment commitment.

Directed reconciliations per account individually and communicate on a timely manner to customers to avoid missing orders.

Collaborated with customers on weekly/monthly basis, overseeing month prior device performance as well as turnaround time. As well as damaged device per site review for customer notifications to sites.

Sales-force system cases monitoring with a 3 hour customer update and a 24hr resolution goal in mind. Escalations such as repair failure, incorrect software, incorrect shipment or no delivery, entitlement discrepancies to name a few examples.

Raw material/parts escalation meetings, ensuring units’ required parts availability via historic repair forecast for all key accounts, models and quantities managed. Working with depots like El Paso, Juarez Mexico, Minneapolis, Buffalo Grove, Bentonville, and Avaa to name a few.

Collaborated with several teams, such as receiving, shipping,repair, contracts,commissioning to have the most update software files,closing stores, new opening stores master listing and all required information to avoid missing 96.5% of on time delivery on working devices to facilitate client need fulfillment.

Management of first articles with new updated software in some of the accounts on a weekly basis.

Customer escalation management ensuring customer-related concern documentation, identification,solution and quality audits before providing customer with response.

Guidance to customer portal, process, service recommendations and customer improvement suggestions.

Process modification, customer queries and complaints across communication channels to correct teams. Maintained records provided answers to service questions suggesting information about any new product or service beneficial to account.

Transformed key accounts in red status to green status, working on hot issues first and following through with process, obtaining exceeds expectations in every yearly review for three years.

Oversaw 42 key accounts with same-day turnaround with orders placed by dispatching team after receiving request for part or device model, address, and quantity to be shipped from spare pool.

Coordinated with depot requesting orders filled same day to be delivered to different site locations within 24-hour time frame.

SANMINA CORPORATION, El Paso, Texas

Supervisor, 2010-2015

Managed enterprise, radio, cross-dock, third-party vendor, dish, dock, and parts, as well as two employees receiving, fulfilling orders, sending defectives to repair, and shipping repaired devices from available spare pool. Oversaw enterprise and radio with 40 employees receiving all same day of arrival capturing system and providing repair team all required information such as address, model customer accessories, problem description, and incoming tracking information. Supervised two employees filling orders coming in from ready inventory and sending defectives out for repair in Dish facilities.

Led cross-dock team of four manifesting all mentioned to Juarez repair facility, offloading all incoming trucks and loading all cuts three times per day to repair. Worked with customs teams ensuring all counts accurate and precise. Managed parts team with three employees counting all incoming packages with raw material count and document work with customs teams shipping to repair facility in Juarez. Directed two team leads helping with all daily movement, PTO, and problem unit receiving. Collaborated with customer service teams receiving unexpected shipments on daily basis. Trained team of 49 team members to know all positions in nine different departments.

Worked cases with 24-hour goal response time achieved.

Moved inventory, including 5,500 devices weekly coming back from third-party repairs in other countries.

Oversaw 24,000 to 32,000 moving units per week.

Directed inventory of 3,000 devices moving weekly.

Received and cross-docked same day, including all documentation for each unit and all customs requirements on three daily cuts sent over for repair in Juarez facility and third-party teams sending devices overseas for repair and return.

Directed external audits, passing five years in a row with process written down for El Paso departments and Juarez plant not audited.

MOTOROLA TECHNOLOGIES, El Paso, Texas

Verification and Time Material Professional, 2005-2009

Worked with contracts team in New York validating and correcting all units placed and part of active contract. Oversaw units receiving POs, blanket POs, and credit card information with approval documentation. Sent quotes via email to all customers requesting form of payment before repairs on three different occupations. Logged information in system and device sent out to repair line. Processed inventory immediately after form of payment provided and locations updated.

Achieved turnaround time within three days.

Consistently met or exceeded goals for weekly submission targets.

ADDITIONAL EXPERIENCE

Pre-Billing Professional, 2000-2004. Prepared thousands of customers holding active entitlement/contracts yet and choosing to send devices in for repair. Worked with receiving supervision capturing all non-contract units including running hourly reports ensuring all captured on daily basis with no entitlements corrected. Followed up sending out monthly reporting to billing team in New York and invoiced and printed out invoices mailed. Generated reports for all incoming shipments invoiced after entering in correct prices per model and repair to be invoiced. Collaborated with New York city team training on all new customers prices and new models for non-contract customers.

SYMBOL TECHNOLOGIES, El Paso, Texas, Customer Escalations, 1999. Managed series of cases created by customers’ email, with escalations on process from receiving, shipping, commissioning, packing, repair, and lost packages. Provided root cause, solutions, and gathered teams involved with management and explained what happened. Responded to customer with solution and quality check with quality team placing audit in departments making error. Conducted research for all types of scenarios, including lost units, incorrectly received units, and status of units pending to be shipped back for repair. Completed customer-related issues with turnaround time resolving within four-hour time frame expected by customer.

EDUCATION

Credits towards Degree in Business Administration and Management, General, 2006-2008

CERTIFICATION

Lean Six Sigma Green Belt, 2010

TECHNICAL SKILLS

MS Office Suite, SAP, Smart, Express, DFW, 315.316.317, All Reporting, RTO, Clarify, Siebel, Oracle BI Interactive, Sales force, Bann

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