Customer Service Management

Nena L. Matthews

***** **** ****** ***** ******, AL 35613 256-***-**** *************@*****.*** Summary

Utilizing over twelve years of extensive knowledge of purchasing and support management.

Highly focused and diligent problem solver with unique ability to evaluate situations from myriad perspectives and arrive at viable solutions.

Successfully manage efforts associated with multiple supply, delivery scheduling, and supplier quality issues. Assist in maintenance of production schedule through proper ordering and timely receipt from suppliers.

Strong communication and leadership skills

Education

Master in Business Administration, Strayer University, Huntsville, AL Completed one year Bachelor of Science in Management of Human Resources, Faulkner University, Huntsville, AL, December 2009 Work Experience

Lyons HR, Huntsville, AL

Human Resources Assistant Present

Provide administrative support for the full range of HR related processes including recruiting, personnel files, onboarding/orientation, performance management, unemployment, and receptionist duties.

Manage TP System, to include opening and closing requisitions. Collect and verifyweekly payroll from clients and submit to payroll dept.

Maintain employee information by entering and updating employment and status-change data. Administer pre- employment tests, background screen requests, and conduct reference checks. Complete daily reports on employment activity, such as new hires and terminations, and other office activity West Corporation Present

Huntsville, AL

Customer Care Specialist (Step Team)

Troubleshooting problems and answering questions via inbound phone calls and chats or written internet based inquiries.

Consistently meeting call center metrics and customer satisfaction goals. Delivering consistent and excellent customer service utilizing learned soft skills and other professional behaviors.

Analyze customer’s inquiries to identify their accounting needs and recommend corrective action. Provide clear and concise documentation regarding customer problems and resolution.

Escalate unresolved issues promptly to resolve customer issues. Recommend solutions for our knowledgebase to help customers and others in support with troubleshooting DRS Test and Energy Management Huntsville, AL April 1997 - September 2012 A leading designer, integrator and producer of diagnostic, health management, rugged electronics, and energy management systems for combat vehicles and weapon systems for U.S. ground forces worldwide. Production Clerk Additional Duties May 2010 - October2012

Entered pertinent property data into a tracking system maintaining accountability from initial acquisition to final disposition.

Assisted in performing audits, documenting processes and procedures, and investigating and reporting lost or damaged property.

Maintained accountability from initial acquisition to final disposition by coordinating, preparing, and documenting applicable forms to indicate a change of ownership, accountability, or location of property in accordance with applicable government regulations, customer contracts, or corporate policy.

Conducted physical inventory of property and reconciled results to ensure compliance with regulations. Assisted in verifying that property records accurately reflect inventory on hand.

Coordinated and expedited the flow of work and materials within or between departments of an establishment according to production schedule.

Reviewed and distributed production, work, and shipment schedules; conferred with department supervisors to determine progress of work and completion dates.

Compiled and recorded production data from work tickets, following prescribed recordkeeping procedures, using computer terminal and writing instruments.

Procurement Expeditor April 2005 - May 2010

Processed customer requirements by entering and reviewing orders, editing information for completeness and validity, determining availability of requested items and associated replacements/substitutes, and coordinating and validating shipment information.

Processed and expedited priority backorders related to routing supply problems for customer requisitions.

Extensive knowledge of MRP/ERP systems and their application in a defense manufacturing environment.

Interfaced with various projects personnel to status material and potential supplier production problems.

Provided material review dispositions for non-conformances. Analyzed non-conformance trends to evaluate effectiveness of corrective actions. Compiled performance reports.

Served as the Return Material Administrator (RMA), resolving receiving and invoice discrepancies. Responsible for administering quality processes throughout the packaging and shipment of returns.

Served as Lead, including the training and development of the Clerks and Expeditors. Inventory Control August 2000 - April 2005

Supported daily shipping and receiving functions.

Supported day-to-day kitting operations to pull materials for kits going out for builds.

Ensured compliance of inventory functions from time of receipt until time of disposition.

Monitored stock quantities, receiving components into stock bins.

Cycle counted components.

Electrical Assembly Technician April 1997 - August 2000

Soldered components per specification.

Assembled components per schematic.

Followed detailed process instructions.

Performed surface mount soldering.

Repaired printed circuit boards.

Motorola – Huntsville, AL March 1996 - April 1997

A telecommunications company that manufactured and distributed two-way radios and cellphones. SMT Operator

Repaired surface mount parts.

Wired harnesses, soldered, stripped and tinned wire; reading schematics.

Inspected and tested finished products, providing quality assurance and guidance for excellence in manufacturing.

Assisted in cable assembly.

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