Customer Service Manager

Diane M. Hughes

**** ******* ***. ***. ***, Itasca, IL 60143

**********@*****.*** 630-***-****

Objective

Having over 15 years' experience, in many different functions, for a major business companies, I have specialized industry knowledge that truly makes the difference. As a Business Administrator. I have enjoyed working directly with clients to help them understand their invoices, billing systems, EDI and contracts. My experience as an Administrator has provided extensive insight into different systems and methodologies.

Through these unique and rewarding experiences, I have gained valuable knowledge and skillsets that will benefit any client that would like to have a more thorough understanding of their Contract, EDI, Vendor start-up requirements. I am looking for an Administrative/ Customer Service position in an organization that will foster both personal and professional growth, while gaining knowledge in the field of Business Administration.

I have worked for Sears Roebuck and Hewlett Packard as a Contract Administrator and as CORE Administrator in numerous buying departments with Sears for 30 years. At Hewlett Packard I worked as a Contract administrator for 5 years.

Since then I have numerous Contract and Administrative support positions as a contractor.

Education

DeVry University, Addison, IL

Bachelor of Science in Business Administration with concentration in Health Service

Graduation Date: June 2013

Skills

For marketing products and services

Marketing in the Health Care Field

Excellent customer service

Effective communication

Accounting and financial statements, including income statement and balance sheet

Financial structures and capital budgeting techniques

Possess intermediate knowledge of EDI, QMF, Microsoft Office, Access, CORE, RIM, Lotus Notes, Deal Management, and Central Return Center systems

Order management in SAP including sample orders and Credit rebuilds

Seibel, Metris, SAP, EDI AS12 Version 400 plus many other data entry systems.

Highly regarded work ethic

Experience

Order Management

Addison Group @ Morton Salt August 2015 to November 1st 2015

Manager ICE Melt orders from emails, verbal, and faxes.

Work with the customer to enter order and make sure all company times are kept.

Work with Sales Rep. to get pricing and account number for new customers.

Input and recreate all sample PO.

In put credit memo rebuilds,

Sending out PO Confirmations.

Working with the plants to correct any problem /changes with orders.

Creating credit memo for both item and monetary.

Running order status report for the whole team.

Updating the system with company information and making sure

PO confirmation information is updated in the system.

Project Coordinator

Insight Global @ AT&T January 2014 – April 2015(15 months) Arlington Heights

Work with SSE (Site Survey Engineer) & ABFS (AT&T Business Field Services) Technician to coordinate visits.

Ensure quotes received and submitted and final completion of package.

Working with the Email team to process all emails to the make sure the appropriate associates receive necessary emails.

Work with the remediation team to review all pictures and documentation that came in from the vendor to make sure they met requirements. Also sent field associates the necessary information to move the sites forward to completions. Also filed this information in the vault so we could find the information if needed.

Also worked with vendor to receive and late or missing remediation Documentation.

EDI System Special

Insight Global@ ACE Hardware September 2012- January 2014 (16 months) Downer Grove

EDI Specialist handling of inbounds transactions working with vendor to correct mapping errors and make them compliant. I ran daily reports and kept track of the IDOC and talking to customer to get them corrected. Work with Vendors to update their EDI Knowledge. Update management on all changes and status of Vendors. Work with the management team in charging vendor that were repeating send wrong documentation through EDI.

Running daily error report from the EDI system to make corrections and reprocess.

Administrative Support

Office Team @ Emkay Enterprises January 2011- June 2011 (6 months) Itasca

At Emkay I worked as Administrative support in the violation department as a contractor. Working in the driver violation department. Inputting all driving violations that came into the company for all toll way systems across the country and all parking, speeding and registration violations. Run program to automatically send email to the drivers of the vehicles of their violation notices and if we received a second notification that they have not been paid by the drivers, go ahead and pay the violation and charge the customer for the amount of violation plus our handling fee. Review reports to make sure all violation email have been sent to driver and also have been scan into our system.

Contract Administrator

Spherion, @ Hewlett Packard November 2005 – April 2009 (3 years and 5 months) Downers Grove

Provided new business and renewal quotes, renewal changes.

Managed customer relationships and contracts.

Completed Amendment requests, received purchase order from customers.

Booked orders, order review to meet acceptance criteria.

Invoiced the customer and review revenue recognition.

Troubleshoot with customers, handled any issues with the accounts assigned.

Electronically filed all paper work, and maintained files for given customers.

CORE Administrator, Administrative Assistant to Office Manager

Sears Roebuck and Co, July 1975– May 2005 (30 years)

Provided high level maintenance for the item base system.

Trained and coached new employee on the data system and changes to the system.

Handled all business problems within the item data, vendor and ordering system.

Trained and coached 20 associates on the new item data base upgrade contributing to the continued high productivity.

Contributed to increased CRC profitability by 80% in the Electronic Division by creating QMF queries and database uploads to identify and correct missed credits in the Central Return

Center.

Contributed to increased productivity by automating the adding of new vendors to existing items in CORE for different buying departments. Now the process takes 3 days not a week.

Coordinated and coached the Appliance team while testing a new internet web system.

Created a procedure manual for the CORE Specialist Desk.

Work with new vendor to set up EDI with Sear Roebuck and CO.

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