Customer Service Representative
Resume:
Julie A. Waddell
Whittier, CA *****
*********@*****.***
Responsive Customer Service Manager
Increase customer satisfaction, productivity, and profitability through
best practices
Trusted and highly motivated operations professional with in-depth customer
service experience. Strong track record as individual contributor, as well
as in managerial role. Skilled at order processing, billing, pricing,
resolving complex customer inquiries, and ensuring compliance standards.
Key strengths include active listening, creative problem solving, effective
collaboration, and making timely and sound business decisions while
effectively multi-tasking. Background in production control for NASA
shuttle program.
Professional Experience
CYTEC, Santa Fe Springs, CA
Formerly UMECO
Customer Service Manager 2001 - 2013
Customer Service Representative 1991 - 2001
Oversaw customer service operations while planning, directing, and
supervising team of 5 staff members. Fostered timely and quality response
that met / exceeded productivity targets.
. Promoted to manager after assuming increased responsibilities while
demonstrating top performance and leadership/interpersonal skills as
customer service representative.
. Resolved complex inquiries and customer complaints through active
listening and utilizing strong product knowledge and communications
skills, enhancing customer satisfaction / return business.
. Fostered high productivity and timely response, supporting revenue
streams.
o Processed all EDI orders, billing, and inquiries for large companies
such as Boeing and Lockheed, which assisted in generating large
multiyear contracts.
o Entered orders for $1M+ accounts and set margins for incoming quotes
that advanced accurate payment processing and supported profitability.
o Designed check list for staff that expedited setting up new customer
accounts in compliance with quality standards.
o Served as liaison between all departments, tracking and
troubleshooting problems and providing integrated solutions.
. Awarded contracts from both large and small customers based on
demonstrating better service and value proposition, even though less
expensive vendors were competing for business.
. Ensured quality and accuracy that resulted in high customer satisfaction,
as well as fulfilling compliance standards.
o Made sure procedures and work processes met corporate AS 9100
guidelines.
o Collaborated with quality manager while creating departmental
procedures and cross check system that supported accuracy on all
processed and invoiced orders.
o Decreased returns due to order entry errors by improving data
processing accuracy up to 98%, exceeding target expectations.
Julie A. Waddell *********@*****.*** Page Two
Additional Relevant Experience
ROCKWELL INTERNATIONAL, Downey, CA
Production Controller
Reported to NASA on status of key production jobs for shuttle program.
. Delivered timely, quality reporting to stakeholders and management.
o Ensured reliable data on status of each machined job, including
location of machined jobs and metrics on whether jobs were completed
within deadline and budget.
. Commended for high productivity in consistently fulfilling all project
deliverables within deadline and quality requirements through effective
collaboration.
Computer Skills
MS Word, MS Excel, Navision and Oracle
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