Customer Service Project Manager
Resume:
Maricela Davis
East Palmetto, GA *****.*******@*****.***
30268
Cell: 404-***-****
Professional candidate with proven experience in manufacturing, quality control, purchasing and supply chain
operations. Successful history of streamlining operations, increasing efficiency, and improving overall product
quality. Team building skills, excellent interpersonal communications skills, and strong analytical ability.
Areas of Expertise
Customer Satisfaction Enhancement Teambuilding & Training
Customer Service Front End Supervision Reporting/Analysis Order
Complaint Handling & Resolution Analytical and Critical thinking Fulfillment Planning &
Customer Service Certified Organizational Skills Forecasting Strong
Bilingual English/Spanish Communication Skills Technical abilities
Work under pressure Lean Strong Interpersonal Skills Project
Oracle Adaptability Management Certification
SAP Stress Suppliers’ audits
Proficient in all Microsoft Programs Production Scheduling
tolerance
Proficient in QuickBooks Purchasing
Professional Experience
DSRV Inc. Clarkston, GA 11/2013 to 08/2014
Operations Supervisor
In this role I am responsible for the management of all operations and supply chain activities including customer relations,
order management and inventory management, logistics, purchasing and all product packaging activities. I coordinate and
supervise the daily, weekly and monthly activities that take place within my assigned area of operations. I am responsible for
providing leadership, training and guidance to the workforce and ensure that all tasks are performed in a safe, secure and
clean environment following all standard procedures and company policy.
Plan and control all scheduling activities and assign priorities based on customer needs and product
availability.
Responsible for inventory management and cycle counts of all finish goods as well as WIP and Non Conforming
inventory.
Ensure that accurate inbound or receipts, intercompany transfers and RMA’s are recorded.
Plan manufacturing schedule to ensure that orders are delivered complete, on time to meet customer
requirements.
Manage all product packaging activities to include: printed matter inventory, scheduling and managing staff to meet
customer requirements.
Manage the packaging team to ensure current packaging activities are complete and compliant with customer
specifications.
Create shipping documents according to SOP, customer requirements, and domestic/international
requirements.
Receive process and invoice customer orders as per customer specifications, contracts or purchase order.
Manage all aspects of purchasing activities to include qualifying suppliers, placing orders and reconciling
receivables.
Follow up on customer complaints/non conformance related to the department.
Responsible for hiring, training and develop packaging team.
Create and maintain weekly sales and inventory reports for management and key customer.
Record customer complaints, investigate and issue a resolution.
Prioritize orders to meet customer needs and request/schedule expedites with the factory as needed.
Provide technical support as needed.
Provide forecast and work directly with suppliers and manufacturing facility to meet demand.
Eaton Cooper Lighting Peachtree City, GA 09/2012 to11/2013
Marketing Services Analyst
As a marketing services analyst I managed all projects received from my assigned territory. In addition to walking a project
from order entry to the request and scheduling of production expedites, I oversee that the packaging and shipping conditions
meet the customers’ requirements, as well as prepare all documentation needed for shipping and customs clarification.
In addition to project management, I perform several analytical reports both to track and manage service levels as well as to
assist with manufacturing needs, complaint resolution and inventory control.
Main contact/liaison between customer and manufacture facility.
Receive and process customer orders; Create invoices, issue credits and process returns.
Record customer complaints, investigate and issue a resolution.
Provide weekly/monthly reports to upper management
Prioritize orders to meet customer needs and request/schedule expedites with the factory.
Provide technical support as needed.
Provide forecast and work directly with suppliers and manufacturing facility to meet demand.
Stryker Orthopedics Inc. Newnan, GA 0 6/2007 to 9/2012
Global Supply Chain Coordinator – 11/10 to 9/12
Int’l Customer Service/Marketing Support – 06/07 to 11/10
Responsible for the efficient operation of the warehouse; order fulfillment, shipping and receiving, inventory and returns
activities. Main contact for all International affiliates, responsible for all coordination and management of daily shipment,
reporting, supply needs and forecast, issue resolution and timely schedule of all communications and documents needed
for customs clearance.
Coordinate all order fulfillment
Manage and monitor the processing of procurement inquiries and orders from start to finish.
Provide assistance to the Affiliates to troubleshooting any issues, both products and service related
Track the progress of orders, communicating as necessary with colleagues both internal and external
Provide weekly/monthly reports to both upper management and top customers
Process RMA’s, credits and Invoices.
Assist in month end activities and invoice past due collections.
Investigate complaints and find root cause and issue a resolution.
Devlin Partners Inc. Norcross, GA 05/2006 to 06/2007
Project Manager
Responsible for the overall direction, coordination, implementation, execution, control and completion of the
production needs and warehouse operations. Oversees the managing, supporting and servicing project needs in large
company environment and at director level. Supervised all temporary and contract recruitment and managed; service
contracts, employee’s schedules, training and payroll, oversee day to day operations and comply with company
policies, service level agreements and customer satisfaction.
Retain accounts through the development of strong relationships with key decision makers and users within the organization.
Conduct account reviews on regular basis to review service needs and develop business targets.
Assemble and coordinate project staff
Manage project budget
Plan and schedule project timelines
Constantly monitor and report on progress of the project to all stakeholders
Introduced training programs that enhanced employee performance and helped build a motivated workforce.
City of East Point East Point, GA 04/2004 to 05/2006
Probation Officer
Responsible for investigating thoroughly offenders personal history, background and environment; report findings to the court
and prepare to make appropriate recommendations on dispositions; periodically interview probationers to determine the
effectiveness of probation supervision and areas in which casework counseling are needed; refers probationers to social
resources in the community for assistance in rehabilitation; enforce court orders; recommend revoking of probation and/or
modification of court orders when necessary.
Perform all assigned duties relating to cases scheduled for appearance in court
Assists as needed in courtroom procedure during court sessions
Maintain accurate and up to date case records
Enforce all orders handed down by the court
Conduct Investigations and prepare appropriate reports
Sears Roebuck Co. Union City, GA 12/2002 to 04/2004
In Store Marketing
Assist the marketing team in the overall store presentation by focusing on effective retail marketing to enhance store appeal and
increase sales. Purposely change store floor plans for marketing to comply with store advertise sales.
Education, Skills and Training
American Intercontinental University – Dunwoody, GA 2003 to 2006
Earned BA of Business Administration (Management), Graduated Cum Laude
Skills: Proficient in MS Office (Excel, Work, Publisher, Access, Power Point, Outlook), ORACLE, SAP, QuickBooks, Kronos,
Breeze
Training: Project Manager Professional Certification, MS Courses/Seminars, Time Management, Leadership, Civil Treatment,
Interviewing, Inventory Management, Loss Prevention. Customer Service Certified and Licensed Interpreter/Translator
(English/Spanish)
References
LinkedIn Profile: http://www.linkedin.com/pub/maricela barboza/32/a2/149 and other references available upon request.
Contact this candidate