Customer Service Sales
Resume:
NORMA E. SANCHEZ
*** **** ****** • WNY, New Jersey 07093 • aceauo@r.postjobfree.com • (Mobile) 201-***-**** • (Fax) 201-***-****
Summary
Strategic leader with nearly 20 years of experience in supply chain management, purchasing/strategic sourcing, contracts, procurement
and international import/export commodities.. Tenacious in identifying operational efficiencies and effectiveness using lean six sigma
processes which reduce cost and result in achieving KRA’s (key result areas). Strong analytical skills. Fluent in the Spanish language
to facilitate international relationships throughout Latin America.
Work Experience
2012 – 2014
Intl. Import/Export Logistics Supply Chain Mgr HYTORC, Mahwah, NJ
Managed the movement of equipment in and/or out the U.S. in accordance with local & international law.
Anticipated, researched and reported on future changes in import/export laws. Created pro forma invoices.
Managed a staff of twenty to effectively recruit, train, evaluate, motivate, delegate and monitor activities.
Arranged shipping details, such as export licenses, packing, shipping and routing of products.
Monitored and managed the inventory level to ensure proper stock and allocation of products.
Reviewed, prepared and negotiated bid proposal requests.
Ensured that trade and sample inventories of all products were maintained.
Developed and managed information systems that drove analysis and reporting of business performance metrics.
Directed and analyzed all elements of the supply chain to make recommendations.
Implemented and developed a supply strategy that delivered cost efficient and quality products.
Developed, updated and trained best management practices to ensure strong execution in field operations.
Managed raw materials by monitoring activity generated by MRP/ERP System.
Purchased materials, parts and supplies by following strict technical guidelines from the Engineering Department.
Monitored and ensured assigned suppliers were successfully delivered against contractual obligations.
Partnered with internal risk team to ensure supplier relationships were compliant with all relevant requirements.
2011 – 2012
Intl. Import/Export Logistics Supply Chain Coordinator Mitsui Chemicals America, Rye Brook, NY
Followed up and assisted in the collection of delinquent accounts.
Acted as primary point of contact for Freight Forwarders regarding customs issues and information.
Prepared appropriate shipping documents to customers to ensure shipment cleared customs without delays.
Received shipping schedule from vendor to relay it to customers in a timely manner.
Be proactive by immediately address and correct any discrepancies found in the shipping documentation.
Maintained records of all sales as well as prepare and submit Sales Reports as requested by Sales Directors.
Tracked, updated and verified all shipments until arrival to its final destination.
2010 2011
Intl. Supply Chain Distribution Logistics Coordinator Elementis Chemical Hightstown, NJ
Oversaw arrangements for freight shipments in a timely and cost effective manner.
Ensured that staff members track freight movement and communicate any delays to the customer.
Created opportunities to lower cost carriers and faster shipping routes.
In the event of shipment disruptions, developed contingency plans or facilitate an expedited shipment.
Maintained flexibility to resolve issues with parties in different time zones.
Based on credit status, negotiated terms of letters of credit for export orders. Prepared Sales Report.
Coordinated shipments from all shipping locations, distribution centers and plant facilities.
Established booking arrangements with steamship lines through support of Logistics Department.
Created plan to ensure that each plant/warehouse has enough products to fulfill customer orders.
2006 – 2010
Import/Export Logistics Coordinator Genzyme Biosurgeryy Ridgefield, NJ
While at Genzyme Biosurgery, I was promoted to several positions within the corporation from sales (Lead Customer
Service Representative, 2006 – 2007) to project management (Production Scheduler Coordinator, 2007 – 2008) to
Import/Export Coordinator.
Responded appropriately to emergencies to ensure any shipments is picked up in a timely manner; filed AES for all orders
shipped overseas. Attained commercial documents, invoices, merchandise receipt confirmation and mail information to overseas
offices.
Processed local and international request for returns, credits and product replacement.
Managed & resolved local/ international complaints regarding shipment received or in transit.
Reviewed documentation from customs brokers and freight forwarders to ensure accuracy.
Ensured all imports/exports met the required shipping specifications based on the terms of sale.
Maintained close communication with the Carrier, Freight Forwarder and Custom Broker to ensure on time delivery.
Created BOL as necessary, review all freight invoices for charges accuracy, keep track of all shipping related expenses.
2003 – 2006
Logistics Distribution Supply Chain Manager Imperial Cargo Express, WNY NJ
Responsible for improvement in transportation, warehousing and third party logistics. Managed all imports and exports from
empty cylinders to raw material.
Responsible for order processing fulfillment, freight cost negotiation and Bill of Ladings.
Oversaw personnel needs – hiring, training and issuing disciplinary actions for employees.
Forecasted product needs to include all materials required to make the product sellable.
Developed new forecasting methods in partnership with sales team.
Managed third party manufacturer to meet timing requirements for product.
Partnered with internal business owners to identify needs for goods and services.
Identified multiple suppliers/service providers.
Managed RFP process to identify best partners.
Negotiated contracts with expectation of long term partnership.
Managed relationships with suppliers/service providers.
Developed performance metrics; analyze such to recommend opportunities for improvement
1999 – 2003
Call Center Manager TeleCharge.com New York, NY
Conducted Quality Assurance to ensure employee’s proper phone interaction with customers.
Responsible for creating statistical reports to analyze overall call center performance.
Served as primary point of contact for the arrangements of group sales promotions.
Handled customer’s complaints to ensure customers did not cancel membership.
Developed Key Performance Indicator and managed the Customer Service Performance.
Worked with other key departments to ensure an outstanding customer service experience
Developed programs to help increase sales and customers retention level.
Periodically trained the employees on the strategies to up sell new shows.
1996 – 2003
Director, Call Center Operations Call Plus Fort Lee, NJ
Handled & resolved customers’ complaints regarding company’s products and service.
Trained Sales Associates on closing sales and maintaining loyal customers.
Prepared quarterly and annual job performance reviews.
Managed outsourced call center to ensure the highest level of customer service was provided.
Administered the Customer Quality Assurance process to ensure the integrity of the procedure.
Searched for ways to improve the technology of the call center by implementing advance software.
Prepared correspondences to address escalated customer service situations.
Made PowerPoint presentations to promote company products, business and services to prospective clients.
Trained and coached the Field Sales Rep on how to conduct sales presentation, successfully.
Trained and coached the Field Sales Rep on how to up sell company services and attract new customers.
Called upon new and existing business to sell new products or replenish them with existing ones.
Conducted visits to new and current customer’s place of business to sell existing products and give them an overview of any new
inventory
Education
• Wright State University, Dayton, OH
Master of Science Degree in Logistics & Supply Chain Management (MSLCM), Dec. 2013
• New Jersey City University, Jersey City, NJ
Bachelor of Arts Degree in Psychology
Other Professional Experiences
• Health Center Director, Health Mothers, Healthy Babies
Newark, NJ, 1995 – 1999
• Case Manager, Spectrum Health Care
Jersey City, NJ, –1992 1995
Other / Personal
• Specialized Skills/Expertise:
o Strategic Sourcing, Purchasing, Contract Negotiations; Education on MRP, ERP, SAP programs
• Career Growth Seeking Certifications In:
o Certified Purchasing Manager (C.P.M.), Six Sigma Green Belt, Certified in Production and Inventory
Management (CPIM), Project Management Professional (PMP)
• Core Competencies & Skills: Employee/ Customer Relations; Import/Export Coordination; Disciplined & Organized;
Cycle Count; Logistics/Shipping/ Entrepreneurial Aptitude; Inventory Control; GP/PickPro/Navision/JDE, Great
Plains /PickPro/ACD Call Center System, Cycle Count, WMS/SAP
• Personal Interests:
o International Trade, Business Development, Travel.
• Languages:
o English, Spanish (Fluent)
Norma Elizabeth Sanchez
415 -51st Street
WNY, NJ 07093
aceauo@r.postjobfree.com
Dear Recruiter:
I know how valuable your time is, and also could just imagine that on a daily basis you review a significant
amount of resumes, therefore, I would like to extend my anticipated thanks for taking a few minutes of your
time to review my credentials.
I would like to pass on my resume in the event that you may have the need in the future to fill a position that suits my
educational background as well as my past and present job skills. I have extensive experience in the following fields;
logistics, manufacturing, supply chain, transportation, call center, retail, distribution, product movements, shipment
coordination, coupled with additional experience in the Pharmaceutical/Biotech and Chemical industry.
I always look for ways to think outside the box and bring innovative and creative ideas to my employer, placing great
emphasis in going above and beyond the set expectations. Through my entire career and exposure to different fields in the
job market, I have learned the importance of delivering exceptional quality service, effectively deal with consumers and
establish a strong relationship and partnership with clients.
I am a leader that thrive on achieving what others may see as an impossibility, I am not discouraged by failures
but rather it challenges me to press on. The road to failure is already paved, the road to success is waiting to be
build and only a determined and relentless leader will be able to reach.
You will find me to be a natural ‘connector’ a ‘hands on’ leader who takes charge of every facet of the
development and management process from strategy creation all the way through to detailed execution.
My ultimate goal as an employee is to work arduously to enhance processes and systems, deliver a higher quality than the
competitors. Lastly, do things right the first time and aim for accuracy all the time. This is my passion and what
motivates me daily to perform the best job while remaining true to the standard policies of the company.
Once again thanks for your time and consideration. I look forward to the opportunity of speaking with you
further.
P.S
I am also open and able to relocate at my own expenses, upon finding the right career opportunity.
Sincerely,
Norma Elizabeth Sanchez
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