Customer Service Representative

PAM KAUTCH

Mobile: 408-***-****

Concord, CA

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

LEADER PROFILE

Human Resource Representative, Customer Service Representative / Inside Sales leading cross functional teams to execute against recommended plans, identifying, driving, optimizing operations, support planning and leveraging support team members. Engaging key product decision makers to communicate, acknowledge support goals and responsible for the entire business process from prospecting clients through to agreements. Seasoned professional that understands customer needs and requirements then presents and articulates advanced product features and benefits resulting in higher profit margins and increased customer satisfaction.

CORE BUSINESS COMPETENCIES AND BUSINESS CONTRIBUTIONS

Software Skills: Baan, Expandable, PeopleSoft, Oracle, SAP, Avante, Priority & Word, Excel, PowerPoint

Proactively managing customer support initiatives, so they do not ever become critical situations

Continuously adding value by increasing efficiency/productivity to any organization, by learning the processes, improving on them daily and training my team for domestic and international accounts

A cross-functional leader that adjusts and learns the working dynamic of any business, then using that knowledge to rally stakeholders across all parts of the organization to exceed expected results

Always in search of cost effective solutions as well as opportunities to increase revenue

Exhibiting executive acumen at all times when dealing with employees, customers and other stakeholders

MKS Instruments, (San Jose, CA) 2009-2015

Sr. Customer Service and Inside Sales Support Representative

Built customer relationships for Fortune 500 companies leading to +$10Mn in revenue over my tenure t

Managed the formal training of employees, provided sustained mentorship to ensure employee success

Autonomous leader executing and evaluating policies, procedures to attain highest possible efficiency

Creativity in ambiguous situations with Accounts Receivable in resolving billing issues, pricing, discounts and verifying information on Purchase Orders

With a sense of urgency, processing PO’s change orders and schedules orders, prepare pricing and delivery quotes within pricing guidelines (contracts), backlog management, new product information at customers request, District and Regional Managers, Application Engineers, then ensuring completion by following up accordingly with ship dates and acknowledgement to customer. Follow through with return material authorization, return to stock, price adjustment, incorrect product, and authorize credit to the customer following process and procedures. Responsible for all related documentation ECO, drawings, BOM to Engineering and Spec Dept

Process all administrative work reports and communicate with management when escalating issues effectively, identify and propose improvement and participate in any changes for process improvement for systems and department

West Valley Engineering, Volt Staffing (Sunnyvale, CA) 2006 -2009

Sr. Order Management (Network Appliance Incorporated)

Netapp a tier one company in Silicon Valley, structured and contributed to the setup and execution of their order management process, this included all customer service related duties, order status, heavy internal reporting to management, weekly forecasting for booking and billings, RMA process, prototypes and conversion order processing

Completed complex transactions in software and hardware orders for planning and production floors

Work cross functionally with Finance for releases/audits to complying with Bill to Ship info and resolve outstanding invoice issues with accounts payable

Other skills: Actively participate as a team member in identifying and implementing process improvements in testing new functions and enhancements as required for Oracle

County of Santa Clara - Human Resources Department 2001 - 2006

Human Resources Representative

Processed moderate to complex HR employee job or benefit related transactions within one or more of the following HR resources. Hire/rehire, job changes including promotion, demotion, lateral moves, pay, termination, benefits including retirement info, leave of absences, disability, worker’s compensation according to established policies, and procedures, collective bargaining agreements and laws. Daily interaction with the public, management and potential employees

Utilizes HR support software PeopleSoft applications to process HR transactions; modifies and retrieves information from employee or applicant database system; manipulates data to generate a wide variety of informational and statistical reports; checks or accuracy of HR records processed by computer

Facilitate new employee enrollment weekly and input payroll info into Kronos database, lead and coach internal and external customer through a planning process. Assist in coordinating job fair, various activities, conferences and Seminars for the entire County of Santa Clara

Explains county and departmental personnel policies, insurance, and employment benefits

Inputs data from employment applications and maintains individual applicant records

Payroll input, maintain confidential personnel files, medical and I9 information

Executes deadlines for status changes, performance evaluations, salary increases, leaves of absence, insurance enrollment, and health clearance

Prepared HR related reports, forms on request for administrative staff, outside agencies or other HR transactions. Example, Wage garnishment or any Government request from other agency in the County of Santa Clara or other Counties or State.

Ability to adopt new work procedures as needed and actively participate in training and quality assurance initiatives, demonstrated ability to accuracy and quality in understanding confidentiality rules, and required guidelines

Chip Express Corporation, (Santa Clara, CA) 1999-2001

Production Planner / Sr. Customer Service Representative

Coordinating and executing the processing of wafers from Fab to Shipment

Released PO’s and purchased material to Accounts Receivable for billing

Maintaining Wafer Allocation chart versus inventory

Meet with vendors to get status on product delivery dates and potential issues

Discuss alternative choices when delivery dates are not met or resolutions

Trained new Reps and worked as a Lead for Internal Sales & Customer Service functions

Coordinated with Marketing, Engineering, Shipping, Finance to create production scheduling

Conducted backlog reviews, updated and advised customers of changes in status of open/closed orders

Reviewed weekly billing/booking forecasts with Regional Sales Managers & Director

Advanced Micro Devices, (Sunnyvale, CA) 1989 – 1999

Sr. Customer Service Representative

Provided guidance to problem resolution and product knowledge to Field Sales of 100 Sales Personnel

Managed 400 million backlog annual business activity and prioritize to meet deadlines

Coordinated smooth process shipment for Ericsson, Nokia, Alcatel, Motorola and Philips

Worked with traffic, credit managers, export license, product lines, marketing, quality assurance, legal and the shipping department to complete requests successfully

Supported Manager on preparation for customers visit and contract negotiations

Delivered presentations to external and internal customers on account status

Worked directly with both domestic and international clients addressed all issues in a timely manner and resolve quickly

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