Customer Service Manager
Resume:
FELICIA LEE
**** ******* ***., *****, ** *****
*****@*********.***
SUMMARY OF QUALIFICATIONS
. Experienced professional with a record of consistent accomplishment in
EDI, customer service and operations management.
. Experience in personnel recruitment, development, training, as well as
merchandising.
. Software application knowledge includes MS Office, including Word and
Excel, PowerPoint, Access, ADS, Mas90, Navision Financials,
Quickbooks, Internet, Blue Cherry and Salesforce CRM applications.
. Motivated self-starter with strong analytical, communication and
interpersonal skills.
PROFESSIONAL EXPERIENCE
Committed to Computers (Perfecting Apps)
11/2010-Present
Computer Training Consultant
. Trained various clients throughout New York City in Microsoft Office
Suite processes such PowerPoint, Outlook, MS Access along with
intermediate certification levels in MS Word and Excel. Also taught
other program applications including Dreamweaver and QuickBooks..
. Developed lesson plans and agendas for various classes ranging in size
from 2 to many as 32 students per class.
Russell Newman Brands, New York, NY 03/2010-
07/2010
Order Management Executive
. Enter buy notices and manual purchase orders and verify against
production over 30 Trading Partners. Review EDI information received
from customers and identify discrepancies
. Monitor receipt of goods to ensure timely shipment of orders.
. Communicate with Distribution & 3PL. Communicate with Sales regarding
status of orders
. Communicate with Production Team regarding status of goods. Review
calendar of orders
to identify possible issues with timely shipment of orders.
. Review billing information received from 3PL for accuracy.
. Pack or unpack orders on Blue Cherry for shipping
. Verify available inventory /yr
Snap On Smile, New York, NY 2008 - 2010
Director of EDI/CRM/Office Mgr
. Set up entire EDI system using integrations with True Commerce,
QuickBooks, Salesforce and Boomi Inc.
. Perform all EDI processing including receipt of all EDI documents such
as 810,850,997and 855's.
. Set up and tested new trading partners.
. Resolved all EDI problems and performed troubleshooting as needed.
. Using knowledge of Salesforce and QuickBooks, performed CRM duties
including development of reports, graphs and sales data for VP of
Operations and Sales to analyze business.
. Performed several AR/AP functions including collections, making bank
deposits, applying cash, and reconciling accounts, processing bills
and making payments.
. Knowledge of MS Words, Windows, Excel, ADS and Navision Financials,
Quickbooks, and Salesforce applications.
Elrene Home Fashions, New York, NY 2003 -
2007
EDI Manager (4/2005 - 11/2007)
. Performance of all EDI processing including receipt of all EDI
documents such as 810, 856, 997, 864, 824, 812, 820, 860, 850 and
855's for over 30 trading partners.
. Set up and tested all new trading partners including mapping, analysis
of flat files and vendor compliance issues.
. Perform all troubleshooting and file maintenance accordance with
current customer guidelines following UCC128 requirements and supply
chain management.
. Knowledge of MS Word, Windows, Excel, ADS and Navision Financials.
Office Manager(6/2003 - 4/2005)
. Managed EDI, billing and routing department with total of 8 employees
. Ensure accurate processing and shipment of manual orders and
monitoring and allocation of EDI purchase orders.
. Managed payroll process.
ANDEL JEWELRY LLC, Long Island City, NY 1998 - 2003
Customer Service Manager
. Managed customer service and billing department; supervised staff of
one assistant manager and six customer service representatives.
. Responsible for proper allocation and consolidation of purchase orders
through the Electronic Data Interface system (EDI) and supply chain
management.
. Produced shipping insurance reports on a monthly basis.
. Maintained proper processing of purchase orders through using
Microsoft Windows, Navision Financials System.
. Interacted with Accounts Payable personnel to ensure proper invoicing
and balancing of customer ledger entries.
. Assumed total responsibility for all special order accounts
. Oversee all import, export and receiving
BRADLEES, INC., Braintree, MA 1994 - 1998
Customer Service Manager, Flagship Store, New York, NY (8/94 - 6/96)
Assistant Store Manager (6/96-12/98)
. Customer Service Manager of 150,000 square foot, $35 million multi-
level flagship store with responsibility for recruitment, training and
development, counseling, customer service operation, cashiering and
cash office.
. Managed staff of 11 direct reports, with a total of 75 associates.
. Improved service standards by 35% and audit compliance by 23%, through
retraining and enhancing interview techniques.
. Recruited, interviewed, hired and trained 120 associates for the 1996
holiday season.
. Developed programs, resulting in a 20% improvement in employee morale.
RAINBOW SHOPS INC., New York, NY 1994
Store Manager
. Managed all human resource, merchandising and operational functions
for a 50,000 square foot, $1.5 million store.
. Supervised a staff of 2 mangers and 10 associates.
. Improved inventory shortage by more than 2 points.
MACY'S, New York NY 1991 - 1993
Department Manager
. Managed Infants and Children departments, which represented $3 million
and 25,000 square foot.
. Increased sales by more than 20% by working with buyers to improve the
merchandise assortment.
. Successfully completed extensive management training program by
learning merchandise techniques, retail mathematics, merchandise
planning and analysis and receiving.
EDUCATION
Pennsylvania State University, University Park, PA
BA, Communications
SALARY REQUIREMENT
$85,000-$100,000 per year, negotiable
Contact this candidate