Customer Service Sales

Kathleen McCue Ameres

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

Oakland, NJ, 07436

http://www.linkedin.com/in/kameres/ Telephone: 201-***-**** *****.******@*****.***

Summary

Experienced Business Professional with extensive background in coordinating customer service/marketing activities and

initiatives in the electronics industry. In my 24 years of service at Sony Electronics I have demonstrated business leadership,

strategic inventory management, achieved sales set by senior management, initiated new processes to improve better business

practices and prepared financial and sales analysis using Business Objects, Data Warehouse and Vista Plus.

Accomplishments

• Achieved 22% increase in sales during a turbulent time in Japan for fiscal year 2011 after the earthquake and tsunami

• Champion of customer needs, monthly sales and work diligently to exceed all expected responsibilities.

• Managed and implemented a program for sales to meet competitor pricing which eliminated complaints and decreased

processing time.

• Key gatekeeper for inventory management, orders and forecasting as new hires were transitioned into their new roles.

• Established procedures and weekly key reports to monitor sales and inventory levels.

• The SAP conversion at Sony occurred in 2005, I played a crucial role in implementing, executing text scripts,

converting data and developing training for the entire company.

• Redefined system reports working with IT and expedited the completion in order to report accurate data to Senior

Management in a timely manner.

• Established training materials and presented them to several departments on Business Objects, Data Warehouse and

Vista Plus.

• Learned Business Objects, Data Warehouse and Vista Plus on my own and became the point of contact companywide

for any questions or inquiries.

Professional Experience

Sony Electronics, Park Ridge, NJ; November 1989 April 2013

Customer Service/Marketing Manager (reporting functions, sales and analysis management) 2008 2013

• Created and implemented procedures for handling “Sony Style” complaints and orders

• Measured performance of sales and services based on a KPI’s

• Supported and trained OEM customers with (SAP) inventory management, cancellations, lead times, and contracts

• Provided weekly reports and forecasts to senior management on open orders and inventory

• Improved customer processes and experience in order to maintain a positive experience

• Developed, designed and presented training materials

Senior Customer Service Specialist 2005 2008

• Chargeback and claims investigation, resolution and timely collection of receivables

• Order Management responsibilities including Electronic Data Interchange orders

• Direct contact with Sales, Financial Services and Account when necessary to complete and ship

• Information and Support Services, providing status information, extensive feedback to management with regard to

discounts taken on late payments and assist with other business situations as needed.

Business Analyst and “SOAR SAP Conversion Project” driver 2004 2005

• Worked closely with Accenture on the “SOAR” SAP initiative on behalf of the Customer Service team

• Validated and implemented the SAP R/3 system; identified issues and assisted the developers in finding a solution,

ensuring solutions met business requirements

• Tested and assisted in developing different analytical tools including Business Objects, Vista Plus and Data Warehouse

• Created, implemented and maintained four active databases for the Customer/Financial services team

• Trained on order entry and Accounts Receivable portions of SAP

• Prepared, compiled and analyzed monthly A/R and Sales Reports for upper management. Worked with Financial MIS

to improve reports

• Trained all CS zones in Accounts Receivable software system; Updated the Return Analysis System

Various Positions 1989 2004

• Created/Implemented procedure for handling Sony Style complaints and orders

• Liaison between Call Center and advertising regarding the Sony Style

• Maintained ongoing management reports for the Sony Style

• Consumer Electronics Accounts Receivable

• Provided service/sales support to over 50 Product Specialists

• Maintained the department database system for Hi Fi and TV categories

• Compiled/reported daily monthly statistics for management analysis

• Trained new hires on the different data bases.

• Exceeded department goals throughout my Sony Career.

Education

King's College: BS, Business Administration; BA, Marketing

Skill Areas

SAP R/3, B/W & Business Objects; Oracle E Business, MSWord, Excel, PowerPoint and Visio

Volunteer

“The Depot” all proceeds benefit “Children’s Aid and Family Services of Ridgewood”

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