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Customer Service / Administrative Assistant

Charles Town, West Virginia, United States
June 12, 2019

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Tiwana Brooks


Customer Service Specialist Office Administrator Reliable team player, who succeeds in fast-paced environments by managing multiple tasks without sacrificing quality of work. Seeking to utilize my experience and exceptional work ethic in an organization that values dedication and results. STRENGTHS & EXPERTISE

Experience in B2B Environment

Excellent Customer Service Skills

Strong Technical Proficiency

Detail Oriented

Cross-Functional Collaboration

Excellent Data Entry Skills

Meticulous in completing daily tasks

Excellent Communication Skills

Exceptional telephone


Experience in cross training

Sales Force



Microsoft Office (Outlook, Excel, Power Point, Word) APPLICATIONS:

SAP – OMM (10+ years)

Lotus Notes




SIERRA NEVADA CORPORATION – HAGERSTOWN, MD AUGUST 2017 – PRESENT Technical Data Librarian Specialist / Administrative Assistant III - Aviation

Process Direct/Indirect Purchase Requests for subscriptions, maintenance manuals, and additional technical publications required for the repair station library.

Files and maintains electronic and paper records of all airplane log entries and historical logs.

Maintains a database to catalog program documentation, including aircraft modification data, aircraft records, vendor manuals, and other associated data in both hard and softcopy formats.

Performs routine data entry to maintain current library databases.

Works and maintains great business relationships with staff members of all levels.

Contact vendors on a regular schedule to verify all library publications remain current.

Create standard and recurring reports and obtains data from files or databases as requested.

Provides customer service to internal and external customers.

Assists front desk receptionist with all clerical duties: answering phones, transferring calls, ordering of office supplies.

Arrange and reserve conference rooms for meetings and catering events.

Coordinate business award ceremonies for quality inspectors, engineers, and structural technicians.

Prepare internal business communication documents such as memos, invitations, and emails.

General administrative duties scanning, faxing, etc.

- END -

Process spending reports for credit card and travel expenses within the department.

Successfully transitioned the organization from a Digital Data Navigator to an Interactive Electronic Technical Publications site by synchronizing all army subscriptions providing easier access for other SNC locations. EUROTHERM BY SCHNEIDER ELECTRIC – ASHBURN, VA October 2013 – April 2017 Order Administrator – Machine Automation

Effectively resolved customer inquiries and complaints via phone, fax, and emails daily.

Responsible for identifying, driving and implementing processes and procedures with continued improvement and efficiency of the repair department.

Provided excellent customer support associated with Sales, Operations, End-Users, Distributors, and Quality Assurance.

Collaborated with product managers to ensure company pricing was accurate and up to date for all product related topics.

Retained extensive knowledge of all product lines and relevant changes that directly affected distributors and end customers.

Processed new purchase orders, change orders and electronic data interchange (EDI) submissions.

Monitored repair backlog daily and expedited urgent repair orders with the technical repairs team.

Joined forces with the Director of Finance and Collections in contacting and retrieving past due invoices.

Documented business processes, analyzed procedures for the repair department and utilized cross functional skills to improve the overall efficiency of the department.

Managed daily reporting of past due invoices, pending orders, and customer held orders.

Processed and managed return merchandise authorizations (RMA) and failure analysis (FA) reports. RUBBERMAID COMMERCIAL PRODUCTS – WINCHESTER, VA October 2009 – October 2013 Customer Service Representative – Commercial Manufacturer

Generated reports for Sales team which included: Backlog monitoring, shipping history, lead times, and forecasting.

Collaborated daily with Production Planners, Finance, Quality, Logistics teams to manage assigned accounts.

Processed new Purchase Orders, Change Orders and Electronic Data Interchange (EDI) submissions.

Resolved customer inquiries, concerns, and issues via phone, fax and e-mails daily.

Maintained ongoing communication with customers to ensure uninterrupted services.

Established new and old accounts within the SAP system.

Coordinated and worked closely with departments such as marketing, accounting, planners, customer service, inside sales and quality.

Prioritized and managed the on-time delivery of all show orders for the Rubbermaid Commercial Marketing team.

Assisted in the training of all new order entry hires on processes within and out of the order entry department.

Managed all incoming faxed, mailed, and scanned purchase orders to ensure a 24-48 hr. turn-around time. Education



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