Customer Service Manager

Lela Alter

Clinical Patient Coordinator EDI Account Management Allocation Database Senior Sales Customer

Service

********@*******.***

Summary

Strategic, innovative and technically skilled business professional. Excellent capacity for simultaneously

managing multiple responsibilities and priorities without compromising on quality. Able to increase efficiency

within a department and improve customer satisfaction affecting the overall bottom line.

Additional Attributes:

•Customer-focused, delivering the ‘best of the best’ attitude.

•Strong work ethic, organizational skills, attention to detail.

•Focused on building company visibility, image and brand value.

•Committed to creating a climate for success using effective interpersonal skills.

•Excellent ability to build and sustain business relationships.

•Skilled in driving customer satisfaction.

•Teamwork effectiveness across all functional areas.

•Time management - able to manage time and prioritize work situations.

•Organizing work and follow through independently.

•Responds to customer needs in a proactive manner.

•Flexible and adaptable.

•Maintains a professional image.

•Effectively completes multiple tasks and handles all responsibilities with a strong sense of urgency.

•Team player who strives to create win-win relationships for all involved.

•Enjoys challenges and is self-motivated, energetic and committed to lifelong learning.

•Pleasant, cheerful personality with a low-key sense of humor and positive demeanor.

•Microsoft Office 2010, Lotus, PowerPoint, AS400, EDI, Sage, EDI 123, Accellos, Internet

Experience

Clinical Patient Coordinator at Independent Contractor

August 2010 - Present (3 years 3 months)

Clinical Associate/Patient Coordinator

Performing registration, payment collection, patient and overall department support, information processing,

database management, providing materials assigned by doctor to patients, laboratory tests, advise patients of

any required preparations, review office reports.

EDI Coordinator at Elite Home Products

October 2012 - 2013 (1 year)

Page1

• Coordinated daily EDI in/out transmissions and received daily EDI transactions from retailers.

• Controlled transmissions and acknowledged daily EDI with all partners.

• Supervised and troubleshoot automated process for inbound and outbound EDI: 856/ASN, 850/Purchase

Orders, 812/Credit and Debit Adjustments, 810/Invoice.

• Maintained and troubleshoot Transaction Maintenance for processed EDI.

• Insured the EDI documents are processed accurately and in timely manner.

• Allocation.

• Supported and provided Customer Service with EDI related issues and raw data on demand. Daily

monitoring and follow – up on outstanding issues, data storage, raw data interpretation.

• Microsoft Office 2010, Outlook, Sage, EDI 123, Accellos, Internet

Merchants Analytics Operations Assistant at Macy’s Inc.

October 2010 - August 2012 (1 year 11 months)

•Generated and submitted upwards of 200 weekly reports to Report Analyst Manager for processing by

Executive VPs, General VPs, VPs and company-wide buyers.

•Entered quarterly Key Items and updated items throughout the season based on users’ requests.

•Managed administration assignments for one General VP and four VP’s.

•Provided ongoing executive support to General VP: coordinated and scheduled meetings, provided monthly

data on group expenses of 40 managers, coordinated travel arrangements, reserved meeting rooms,

maintained calendar.

•Organized group meetings, holiday and volunteering events, such as Give Back.

•Daily management of the Merchant’s Group phone book, consisting of 1700 merchants, including: daily

updates of new hire information, employee movement and terminations, uploaded employees’ photos, and

entered new hire information.

•Maintained up-to-date information in Lotus to ensure all Macy’s mail groups are current.

•Worked closely with the Learning and Development Group and Human Resources for new hires.

•Microsoft Office 2010, Lotus, PowerPoint, Intranet

4 recommendations available upon request

Account Management / Senior Customer Service Reperesentative at Donna Karan International

June 1994 - May 2009 (15 years)

Worked closely with seven sales professionals and managed all aspects of operations for over 75 major

domestic corporate and international accounts. Provided excellent high-level work: account management,

EDI, finance, production and logistics support, expedited shipments, international and domestic distribution,

verification, monitoring, assisted with allocation, return authorizations, reports, strong communication with

vendors and company executives.

Key Achievements:

• Maintained all aspects of operation and quality control records while constantly seeking new ways to

improve customer service and satisfaction.

• Secured and confirmed over $4 million in orders from accounts each season.

• Negotiated and recommended purchases to accounts, which resulted in increased sales of over 45%.

Page2

• Efficiently and effectively completed all projects, meeting deadlines 100% of the time.

• Pioneered innovative customer retention initiatives that contributed to a better than 95% gain in long-term

client relationships.

• Assisted with allocation during crunch period.

• Researched data and followed up on production, logistics and importation and exportation of deliveries

resulting in 100% on-time receiving and shipping of merchandise within delivery window.

• Suggested and implemented new programs for returns.

• Processed, troubles shoot and resolved issues in EDI.

• Suggested and implemented new programs for returns, EDI and computer-generated order-processing which

increased productivity and efficiency.

• Trained new employees.

• Microsoft Office, Lotus, AS400, EDI, Internet, Intranet

1 recommendation available upon request

Certifications

Clinical Research Associate (CRA)

March 2010

Volunteer Experience

Event Coordination at Macy's

Coordinated highly successful events at St. Francis Food Pantries and Shelters, YMCA in New York.

Visiting patience to provide to their needs at Holy Name Hospital

Assisting cancer patients and providing office support in all areas. at John Theurer Cancer Center at

Hackensack University

Volunteering at the Cancer Center is a tremendously rewarding experience for me, especially since I get to

help those who need it most. Knowing that I am there for those in need provides me with an incredibly

satisfying feeling. My experiences as a volunteer have helped me to become a person with integrity and one

who is dedicated, determined, and compassionate. I look forward to my weekly visits with the staff and the

patients. I feel blessed to have this opportunity in my life. I am proud to be a volunteer at John Theurer

Cancer Center at Hackensack University Medical Center and to wear my badge.

Languages

Fluent in Russian (Full professional proficiency)

Page3

Skills & Expertise

Merchandising

PowerPoint

Microsoft Office

Team Building

Footwear

Time Management

Inventory Management

World-Class Customer Service

Production and Logistics Follow Up

Troubleshooting/Problem Solving

Strong Business Relation with Clients / Vendors

Expenses and Document Preparation

Spreadsheet and Database compilation

Up-Selling/Sales and Support

Meeting and Event Planning

Operations and Projects Support

International Business Experience

Customer Satisfaction

Healthcare

Strategy

Training

Translation

EDI

AS400 system

RLM

Sage

Lotus Notes

Outlook

Human Resources

Logistics

Account Management

Data Analysis

Education

American Institute of Pharmaceutical Technology

Certificate in Clinical Research Associate, Clinical Research Associate, 2009 - 2010

St. Peters College

Computer Office Skills Certificate, Basic Computer Skills, 1991 - 1991

Frunze/Moldavia, Republic of Russia

Bachelor of Arts (BA)

Page4

Interests

Travel, exercise, all about good health, volunteer, communicate with in interesting people, new technologies,

outdoor activities, plants, healthcare, international business, home health care

Page5

Lela Alter

Clinical Patient Coordinator EDI Account Management Allocation Database Senior Sales Customer

Service

********@*******.***

5 people have recommended Lela

"Lela is highly detail-oriented, thorough, dedicated and eager to step outside of her immediate responsibility

areas when necessary to help the team get a job done. She is a pleasure to work with - an asset to any team of

which she is a part, and I hope I have the opportunity to work with her again!"

Ashley Miller, Business Process Strategy Manager - Merchandise Analytics, Process &

Systems, Macy's, worked with Lela at Macy’s Inc.

"Lela supports a number of different executives who call on her skills for a variety of activities and projects.

She manages many requests on a daily basis and goes above and beyond to offer her help whenever she sees a

need. Lela is always willing to contribute her time and energy even if it may not fall under her

responsibilities. She is a team player with an incredibly positive attitude and constant smile that make her a

pleasure to work with."

Megan Clyne, Manager of Merchant Operations, Macy's, managed Lela indirectly at Macy’s Inc.

"Lela is very efficient and detail oriented. I've had the pleasure to work with Lela regarding various Key Item

tracking applications and each time she has made the process seamless. She is always diligent in her

follow-ups and makes my job as a Business Manager more effective. I would recommend her for future

positions."

Ivan Liang, Business Analysis Manager, Macy's East, worked directly with Lela at Macy’s Inc.

"Lela brings a fantastic can-do attitude to work every day. She is diligent, hard working and personally

invested in her work. She is also deeply caring and treats her co-workers as extended family, bringing a real

warmth to the team."

Michelle E. Bogan, Vice President Merchandising Analytics, Process and Systems, Macy's, managed Lela

indirectly at Macy’s Inc.

"I had the pleasure to work with Lela at Donna Karan. She was very efficient and detail oriented. She help

with the training of new hire, and support them in every area to meet department goals, while keeping a sweet

smile on her face! She was always diligent in her work and try her best to accomplish everything in a timely

manner! I would recommend Lela for any future position she may be interesting in. Thank you, Pamela

Budhram "Sales Customer Service Rep at Donna Karan 201-***-****"

Page6

Pamela Budhram, Customer Service Rep., Donna Karan, worked directly with Lela at Donna Karan

International

Contact Lela on LinkedIn

Page7

Contact this candidate