Customer Service Manager

JACQUELINE M. ADAMS

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

Millersport, OH 43046

Phone 419-***-****

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

Executive Summary

Results focused, quality driven and loyal. Demonstrating consistent achievement with objectives, and analysis skills.

Dedication to organizational goals, advanced presentation and relationship development abilities, with track record of

success improving sales and inventory performance to ensure profit turnarounds. Looking to change directions into the

administrative and clerical profession

Core Knowledge & Skill Areas:

Materials Planning/Coordination Administrative Affairs

Inventory Analysis/Planning Customer Service

Price/Contract Negotiations Reporting/Documentation

Purchasing/Vendor Relations Field/Office Communication

Process Re-engineering Provisioning/Accounts Payable

Cellular/Internet

Professional Experience

(June 2013 – Present) Discount Drug Mart

Pharmacy Technician

Retrieving prescription orders

Counting, pouring, measuring and weighing tablets and mixing medications

Selecting the proper prescription container

Creating prescription labels

Preparing insurance claim forms

Maintaining patient profiles

Completing cash register transactions

Answering phones

(Oct 2003 Sept 2012) Strata Networks

Cellular and Internet Office Manager

Manage day to day operations of Wireless & Internet.

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Assists customers with the purchase of Company products and services, features, accessories and bill payments for

cellular and internet.

Responsible for ordering, receiving, organizing, and merchandising inventory.

Perform monthly inventory audits and reconcile discrepancies.

Process all Company Port Outs.

(1985 2002) Sprint

NIAC Lead Tech Analyst (2000 – Dec 2002)

Process standard and non standard customer circuit requests using all provisioning systems/databases and PC

applications.

Provide provisioning and billing coordination for Ohio, New Jersey, Florida, Mid Atlantic, Nevada, and Midwest

IntraLATA customers; issue service orders for installation of special services to satisfy customer requests, answer

billing questions, and issue adjustments, as necessary along with price quotes.

Warehouse Operations Support (1996 – 2000) Sprint

Support the daily operations of warehousing.

Responsible for compilation of data and statistical analysis of processes, common problems, root cause, and

measurements.

Identify problem areas, analyze data and provide end results to Warehouse teams to ensure customer satisfaction.

Train field on system’s programs to implement new processes.

Serve as a single point of contact for Warehouse teams with internal and external Sprint business partners.

Support for material code, TOES, customer, ship to, and vendor changes.

Repair & Return/Secondary Markets Analyst (1994 – 1996)

Sprint

Support repair, advance replacement, packaging and distribution of material to minimize cost while maximizing repair

and return service quality.

Measure supplier performance, billing and service issues through analysis and data documentation.

Provide quote and bid documentation in support of Secondary Markets requirements for the sale of excess and non

functional equipment.

Extensive investigation for a three state (Ohio, Indiana, and Illinois) 800 # process for Repair & Return, Outside Plant

(OSP), TOES (Tone Order Entry System), PIC (Plug in Cards) COE (central office Equipment) and MASB (Major

Account Service Bureau).

Responsible for collecting, identifying, and analyzing data provided by internal and external customers by inputting in a

central Lotus Notes database.

Retrieve, answer questions, and resolve problems for ordering, tracking, receiving materials, and repair and return items

in a timely manner and with customer satisfaction.

Sprint

Logistics Help Team Specialist Analyst (1997 1998)

Sprint

Process Improvement Team Member/Communications Specialist CRI (1995 – 1996)

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Technical Coordinator/Outside Plant OSP (1993 – 1995) Sprint

Material Control Analyst/Outside Plant OSP (1990 – 1993) Sprint

Sprint

Expediting Clerk/Receptionist H.R. (1986 – 1989

Sprint

Long Distance/Director Assistant Operator (1985 – 1986)

Education

Completed hundreds of hours of professional training for Quality Management/Improvement, Data/Voice Communications,

Customer Focus Awareness, Time Management, Materials Management and Purchasing and Safety.

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