Customer Service Microsoft Office

Lynne J. Grady

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

Plaistow, NH *3865

(Cell) 603-***-**** (Email) ********@*******.***

SUMMARY: Results oriented professional with over 20 years Customer Service Management experience with a Global Telecommunications leading company. Able to manage Customer Teams independently and communicate effectively with Customers to successfully maintain positive relationships. A self-starter who enjoys the challenge of learning new products, services and adapting acquired skills and techniques to achieve optimum performance. Interested in rewarding and challenging Order Management/Customer Service opportunities that will promote future personal career development.

SKILLS:

Proficient in various MRP systems, Business Objects, MFGPRO, SAP as well as Microsoft office, Excel, Word and PowerPoint

Able to motivate and inspire staff resulting in increased productivity

The ability to establish strong multi-organizational relationships with management, customers and peers

Excellent oral, written communication skills and interpersonal skills

Proven ability to grasp product knowledge to rapidly address customer questions and complaints

Good planning, problem solving and strong motivational skills

Good understanding of the needs of the customer

ALCATEL-LUCENT EMPLOYMENT HISTORY:

2008 - 2015 Supply Chain Manager /Order Execution

Direct or coordinate production, purchasing, warehousing, distribution, or activities to limit costs and improve accuracy, customer service, or safety. Examine existing procedures or opportunities for streamlining activities to meet product distribution needs.

Direct the movement, storage, or processing of inventory (SAP)

Assess appropriate material handling equipment needs and staffing levels to load, unload, move, or store materials elect transportation routes to maximize economy by combining shipments or consolidating warehousing and distribution

Oversee the Buyers and instruct them of all critical needs of material shortages

2003 - 2008 Senior Customer Service Supervisor For Northeast Region and International Customer

Provided leadership and direction to Customer Order Fulfillment Team members and support Single Point of Contact operations within the customer service and factory

Worked closely with Regional Customer teams to provide order conditioning, management planning or organizational support of Whole Order Delivery and provisional requirements of customer orders

Responsible for managing domestic order fulfillment for Verizon, Bell South, AT&T and Global Commercial Markets

Partnered with multiple organizations at numerous global locations aligning the scheduling and shipment of products

Reviewed product interval, engineering issues and material jeopardy’s to highlight scheduled risks and projected owings

PC proficient Microsoft Office, MS Word, Excel, PowerPoint, SAP and various data bases specific to Alcatel-Lucent

Responsible for scheduling, provisioning and tracking of orders for all Telecommunication Products

Supervise & directed union employees on daily operations

2001 - 2003 Data Specialist

Define, develop & implement metrics in support of Global Order Fulfillment via Excel, Word & PowerPoint

Processed recommendations to drive delivery performance improvements for customers

Created training modules and provided in-depth training to related to on-time delivery procedures

Analyzed complex production data and determined causes for deviations from expected results

Functioned as Customer Advocate to support customer service representatives to insure on-time delivery

Report metrics to all levels of management, using data extraction, root cause analysis of shipping and delivery performance

1998 -2001 Material Planner

Ordered material for the factory through an Material Requirement Planning (MRP) Process

Scheduled and monitored shipments of internal and external material

Interfaced with outside vendors, processed change orders and purchase orders

Expediting orders to meet Customer needs

EDUCATION:

Business Associate Degree – Northern Essex Community College, Haverhill, MA

Project Management Masters Certificate – Stevens Institute of Technology

Materials Management Certificate – Northern Essex Community College, Haverhill, MA

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