Customer Service Microsoft Office

Vincent J. Delia **** Torrington Ave., Parma, OH *4134

Cell: 440-***-****

E-mail: *************@*****.***

Personal Summary

A business professional with 26 years of experience in customer service with account & inventory management with 4 years in operational management including the development of established and new client relations.

Professional Experience

Customer Service Representative/Acct. Mgr. July 2002 – Oct. 2016

Alpha Packaging, Cleveland, OH (St. Louis, MO – hdqtrs)

Partnered with Regional Sales Managers in account management & sales support of accounts worth over $30 million in annual sales. Accounts included: ITW, Rubbermaid, and GOJO Industries.

Provide order procurement, tracking, and product management communication to customers with product status reports. Keep inventory levels low and within contract provisions.

Proactively take action & communicate with Regional Sales Manager and Customer Service manager on service and support issues involving our customers.

Organize, input & monitor new item setups from inception to production to shipment.

Expedite with detailed quotations to customers based on cost estimates while achieving increased profit margins for the company.

Systems used: Enterprise IQMS & CRM, current Microsoft Office

Account Management Supervisor Aug. 2000 – June 2002

FlexAlloy – A Division of Textron Fastening Systems, Streetsboro, OH

Provided leadership and support to customer service group of 18 CSR’s in the Account Management dept. for accounts worth over $200 million in sales revenue.

During my tenure, I established a shared network directory for information storage & backup coverage within department.

Established training & development goals, conducted reviews.

Reconstructed processes with several branches to streamline work flow, awhile enhancing communication and processes internally.

Received Leadership Series Training including Constructive Feedback, Conflict Resolution, & Decision-Making.

Member of problem resolution group utilizing Six Sigma methodology that helped resolve Freightliner account receivable issues of approximately $300,000.

Systems used: QAD (MRP), Crystal Reporting, Office 97 Package, and Microsoft Office

Customer Service Manager Apr. 2000 – Aug. 2000

Mail-Well Envelope – Medical Info Product Dept., Cleveland, OH

Provided leadership and support to team of 7 CSRs in the areas of pricing, order entry, account management, telephone support, training, and load leveling.

I established shared directory for inter-department use, established cross-training and development goals, organized the filing system, leveled workloads, introduced flextime to improve regional coverage of customers.

Created monthly report for cycle time, quality, and productivity which assisted the plant manager in reducing stock-out issues.

Assisted in developing database for department use in processing estimates & quotes for customers.

Established monthly newsletter for educational purposes.

Systems used: MAX (MRP), & Microsoft Office

Assistant Regional Operations Manager Sept. 1998 – Apr. 2000

Standard Register, Cleveland Sales Office, Independence, OH

Provided leadership & support for 9 CSRs & designers and sales operations in all areas, including pricing, order entry, account management, forms design group, hardware and software upgrades, special projects, and training.

Involved in integration & training of former UARCO staff.

Train support staff and assist in setup of hardware and software for use at the Bank One facility in Columbus, OH. Maintained monthly reports for cycle time, quality, productivity, and expense control.

Streamlined work processes for department, increasing productivity time. maintained annual expenses 25% under budget; and contributed to a 108% sales quota in 1998.

Systems used: PRISM (MRP), STAR (Order Entry), Microsoft Office, and SmartWorks

CSR / Designer (Standard Register) Sept. 1997 – Aug. 1998

Conducted order writing, subcontracting, order entry, and customer support functions. Provided F3 Design functions for manufacturing and production. Assisted in hardware and software support of offices.

Consulted as a designer for sales reps regarding business forms.

Systems used: PRISM (MRP), STAR (Order Entry), Office 97, Internet, and

F3 ProDesigner.

Senior Forms Analyst July 1990 – Aug. 1997

American Greetings Corporation, World Hdqtrs., Cleveland, OH

Ensured continuity of internal corporate forms, from analysis to design to production to cost/inventory control. Trained new analysts on proper forms control procedures. Acquired quotes for subcontracted business forms, while evaluating new suppliers for highest quality and cost savings.

Created a cost-efficient laser designed form saving $190,000 a year for the Sales Dept.

Reduced outside vendor purchasing, saving $80,000 over a two-year period.

Reduced printer/processing time by eight hours per week at plant level by converting forms to laser.

Systems used: MRP, Microsoft Office, and F3 ProDesigner / Delrina FormFlow.

Education

Bachelor of Science in Geography/Urban Research…Arizona State University, 1989

Certifications

Received APICS Certification in Inventory Management – 1995

Associations

Past President and Member of Business Forms Management Association

(Cleveland Chapter 1995-96)

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