Customer Service Manager

Dana E. Long

**** ******* ****** ? Huntsville, AL 35801

Cell: 601-***-**** ? Home: 256-***-****

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

Summary of Qualifications

Diverse and extensive experience in developing supplier/subcontractor

relationships, analyzing financial and potential risks, contract

negotiation and management, cost analysis, planning, ERP/ERP, materials

management, database administration, project management, document control,

and facilities maintenance.

Education

Bachelor of Science, Business Administration University of Phoenix

Professional Experience

Palco Telecom, Inc: Huntsville, AL

10/14 - Present

Material Analyst

Created and organized inventory including the creation of locations and

referenced into Total Quality System (TQS) manufacturing software. Manage

and support Huntsville, AL and Juarez, MX facilities, which includes

reviewing Engineering Change Orders (ECO) issuing material to floor and

analyzing usage and trends to determine minimums, reorder points, and order

quantities. Generate cycle count requirements and issue daily and monthly

statistics on results. Prepare raw materials, equipment, and packing lists

to ship to Mexico facility.

Futaba Corporation: Huntsville, AL

08/14 - 10/14

Perform printed circuit board inspection and repair.

Arbitech: Irvine, CA

03/13 -

06/13

Wholesale Account Manager

Duties included increasing sales through by building relationships with

current and prospective customers and rebuilding and/or strengthening

relationships that have been weakened or mismanaged. Target customers were

mainly organizations categorized as brokers, resellers, small to mid level

IT engineering, management and consulting firms, and end users of data

center and networking hardware. Responsible for developing competitive

position and conducted prospect research, and compiled reports and tracked

results associated metrics relating to win/loss, pipeline, and margins and

documented and maintained records of marketing activities using Salesforce

(CRM).

Manpower/Walmart.com Call Center - Hattiesburg, MS

06/12 - 12/12

Customer Service Associate

Provided customer service support by responding to emails and taking

inbound calls to help customers.

I-O Display Systems, LLC - Sacramento, CA

06/99 - 07/11

Purchasing/Planning Manager/Engineering Coordinator

Planned and purchased all capital equipment, materials, and services to

support engineering and manufacturing electronic equipment, using an Oracle

based ERP/MRP system. Researched suppliers, negotiated pricing, developed

contracts, purchase orders, and arranged and developed transportation and

logistical plans purchased both domestically and internationally. Analyzed

and compiled statistical data to determine the best course of action in

whether to build or buy products, and established price objectives for

contract transactions, including preparing reports, charts, and graphs of

findings. Analyzed component availability to maintain production schedules

for multiple products and assemblies in multiple countries, and managed

inventory consistent with customer demands. Reviewed supplier bids and

request for quotes (RFQ) and established minimum buy quantities, reorder

points and safety stock based on lead times and days-on-hand (DOH) and

developed strategies that provided alternate or second source suppliers to

minimize risk and assure availability of purchased materials. Performed and

monitored accounts payable through receipts accrual, open invoices, and

analyzed production accounting financial reports for purchase price

variances (PPV) and other cost variances generated by receipts, work

orders, and cycle count adjustments, and investigated and corrected

discrepancies when warranted. Engineering Coordinator supporting the

engineering team in new product introduction (NPI), sourcing new materials

and processes, and reviewing supplier/vendor capabilities to determine

abilities and/or limitations. Prepared printed circuit board assembly

(PCBA) documentation packages, including bills of materials (BOM),

drawings, printed circuit board (PCB) fabrication files submitted by

engineering, and reviewed for any missing, accurate, and required

information before submitting request for quotes (RFQ) for bid. Monitored

market information and informed engineering, sales, and marketing if there

were any issues in costs, availability, or obsolescence limitations to

determine course of action. Inspected and performed document control of

all materials and suppliers, including the creation of all part numbers and

descriptions, bills of material (BOM), drawings, and developed and

maintained ERP/MRP data. Maintained approved vendor lists (AVL),

engineering change orders (ECO), manufacturing procedures and work

instructions, and developed, implemented, and maintained ISO-9001 policies

and procedures for purchasing, receiving, and accounts payable. Helped

train and develop company personnel on general computer operation and

manufacturing software, and all procedural requirements for every level of

the operation including administration, manufacturing, and engineering.

Monitored and maintained facilities requirements including security

services, multiple HVAC systems, manufacturing equipment calibration, and

janitorial services.

Admor Memory, Inc. - Irvine, CA

05/98 - 04/99

Senior Buyer

Responsible for the procurement of materials required to manufacture

computer memory modules. Monitored finished inventory and issued build

plans and work orders necessary to fill customer demand. Identified,

traced, and processed non functional or rejected material for

reconciliation of thousands of dollars in credits.

MGV International - Irvine, CA

08/95 - 05/98

Senior Buyer

Responsible for the sourcing and purchase of all raw materials required for

printed circuit board assembly (PCBA) assembly and distribution. Purchased

electronic components, including integrated circuits, passives,

manufacturing tools and supplies, packaging materials, both custom and off

the shelf. Calculated costs and supported Sales Division in developing

both standard and customer specific pricing strategies and programs.

Assisted Product Manager and Engineering team in determining individual

system requirements, commonalities, and capacities, whether standard single

in line memory modules (SIMM), dual in line memory modules (DIMM), and fast

page, extended data output (EDO), synchronous, and/or proprietary.

MGV Manufacturing, Inc. - Madison, AL

09/91 - 08/95

Buyer

Promoted to Buyer position and was responsible for the procurement of all

raw materials required for the manufacture and box build of personal

computers, including all electronics, chassis, packaging materials

including custom printed retail boxes, antistatic packaging, and small

manufacturing tools supplies and equipment. Prepared request for quotes

(RFQ), negotiated costs and terms, reviewed bids, and awarded contracts.

Developed and implemented policies and procedures that followed the ISO

9001 standard, including training and earning certification as an internal

auditor.

Team Leader - (Promoted to Buyer in 1993)

Responsible for the directing and training of manufacturing personnel in

the Surface Mount Technology (SMT), Automatic Insertion (AI), load line,

and the inspection and repair lines. Inspected, touched-up, and repaired

printed circuit board assemblies off the assembly line and test repair.

KBM, Inc. - Huntsville, AL

11/89 - 09/91

Utility Operator (Solderer)

Responsible for the inspection, touch-up and repair of printed circuit

board assemblies.

AVEX Electronics, Inc. - Huntsville, AL

01/89 - 11/89

Utility Operator (Solderer)

Responsible for the inspection, touch-up and repair of printed circuit

board assemblies and was the informal leader of the touch and repair line.

SCI Systems, Inc. (Now SCI SANMINI, INC) - Huntsville, AL

04/85 - 12/88

Utility Operator (Solderer)

Responsible for the inspection, touch-up, and repair of printed circuit

board assemblies from load lines. Surface Mount Technology (SMT) was

developed so I made a lateral move to new Surface Mount Technology

Department (SMT). Promoted to Inventory Manager of SMT Department, where

duties included verifying component values, manufacturer's part numbers,

internal part numbers, and quantities.

Software Proficiencies

Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), Project

Management, Visio, Adobe Acrobat, Photoshop, MAS 90/2000, Point.Man (Oracle

based MRP/ERP system), TQS, BAAN, Avocado, Remedy, Intra, and Salesforce

(CRM)

Certifications

ISO Implementation Team Training ( ISO 9000 Internal Audit ( SMT

Manufacturing Course ( Achievement Award - NAPM - North Alabama -

Completion of Purchasing Performance Measures: Effective Measures for

Improvement

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