Customer Service Representative
Resume:
ANDREW MACHALA
HOUSTON, TX *****
******.*******@*****.***
www.linkedin.com/in/andrewmachala
RESULTS-DRIVEN SENIOR CUSTOMER SERVICE REPRESENTATIVE
IMPROVE OPERATIONAL SERVICE AND DELIVERY IN MANUFACTURING SPECIALTY IN PARTS AND EQUIPMENT PRODUCT
Proven track record in exceeding customer expectations in delivering manufacturing tools and accessories to US and International markets. Reliable and driven, relating well with issues / concerns to achieve positive results.
Articulate communicator with sound decision-making skills resolving problems related to product and producing quick solutions that contribute to the company's bottomline.
Expertise in:
- Service Delivery
- Customer Account Management
- Order Processing
- Data Management
- Safety
- Continuous Improvement
- MRP Systems
- Sourcing and Procurement
PROFESSIONAL EXPERIENCE
HALLIBURTON ENERGY SERVICES, Houston, TX 2002 - 2016
SENIOR CUSTOMER SERVICE REPRESENTATIVE 2012 - 2016
Served as primary contact for 39 Domestic / International Wireline Business Affiliates, Field PSL and Sales Personnel. Ensured accurate and timely processing of orders and quotations. Liaised with field personnel, engineering, manufacturing, procurement, etc. fulfilling customer requirements.
- Promptly responded and resolved customer concerns, educating and building rapport, leading to increased Customer Satisfaction Survey results from 4 to 4.19 out of 5.
- Actioned daily reports, expedited material and followed-up with responsible parties, exceeding monthly Product quota by $3M.
- Coordinated with colleagues to reduce lead time and improve processing, increasing Customer Request Kept rate by 14%.
- Collaborated with committee on multiple process improvement projects, cutting operational expenses by up to 20% monthly.
- Received 6 Service Quality Applause Awards for providing value-driven results for customers; Aiming for excellence and Combining people, materials and equipment for maximum success.
SENIOR CUSTOMER SERVICE REPRESENTATIVE 2008 - 2012
Managed accounts for Direct Sales 3rd-party customers China, Russia, India and Nigeria. Ensured accurate and timely processing of orders and quotations. Utilized knowledge of products and processes to service customer needs.
- Served as liaison for communication with field personnel, engineering, manufacturing, procurement, etc., fulfilling customer requirements.
- Met weekly with Direct Sales Team, reviewing monthly shipments for 3rd-party customers, totaling $5 to $10M per month.
- Provided support and training for startup operation in Singapore, resulting in on-time monthly shipments to customer and meeting monthly revenue goals.
- Coordinated $7M shipment of goods with Singapore / Houston Team through hands-on, follow-up, expediting and standardizing processes, earning MVP Award.
SENIOR PROCUREMENT SPECIALIST 2004 - 2008
Planned sourcing of goods and services to support manufacturing, field operations or project management. Complied with and executed Category Management strategy in accordance with policies and procedures. Issued purchase orders in response to material requirements established by Manufacturing, Field Operations or Project Management.
- Achieved 30% increase in vendor / suppliers on-time delivery scores by weekly coordination to streamline lead times and inside, outside processes and coordinating internal Engineering / Quality efforts on associated materials.
CORE PROCUREMENT SPECIALIST 2002 - 2004
Created request for quotes (RFQ) or organized competitive biddings from various suppliers to obtain best quality, delivery and price for goods and services. Assessed supplier performance and conducted reviews with Suppliers. Issued purchase orders.
- Located additional PCB Manufacturer, alleviating volume of backlog resulting in $500k savings to company.
Additional Relevant Experience
CUSTOMER SERVICE REPRESENTATIVE, Ft. Worth, TX
LWD PRODUCTION GROUP LEADER, Ft. Worth, TX
REPAIR DEPOT PRODUCTION GROUP LEADER, Ft. Worth, TX
TEST WELL PRODUCTION GROUP LEADER, Ft. Worth, TX
FINAL ACCEPTANCE TECHNICIAN, Houston, TX
EDUCATION
- Bachelor of Science (BS), Electronic Technology, University of Houston, Houston, TX
- ASSOCIATE OF SCIENCE (AS), Basics, Lee College, Baytown, TX
ADDITIONAL TRAINING
- IATA Dangerous Goods Training, 2015
- IMDG Dangerous Goods Training, 2015
- Hazardous Materials Training, 2015
- Safety, SAP, Lean Maturity Module, Hoshin Strategy, Six Sigma, Microsoft Word and Excel
- Certificate of Achievement, Team Work and Team Play, Red River Technology Center
- Certificate of Advanced Quality Improvement Process Training
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