Customer Service, Administrative Support
Resume:
Ellen M. Tieman
Fort Wayne, IN 46835
260-***-****, ***********@*****.***
OBJECTIVE
Obtain a position that utilizes my experience and allows for learning and advancement, as well as provides a work/family balance.
EDUCATION
University of Saint Francis, Fort Wayne, IN; 2003; BS, Business Administration (Business Management)
● Marketing, Financial Accounting, Creative Writing, Labor Relations, Art, Advanced Algebra, Trigonometry, Calculus
Indiana Purdue University, Fort Wayne, IN; 2010 2011; attended for Mechanical Engineering Technologies
EXPERIENCE
01/2017 present ; Service Adviser, Industrial Field Service, Cummins Inc., Fort Wayne, IN Ensure timely and accurate explanations of service work and time utilized to complete services, scheduling, and manage warranty issues.
● Answer incoming industrial field service phone calls and schedule field service engine technicians for repairs throughout northern Indiana and North Western Ohio.
● Utilize Business Management System (BMS), Engine Diagnostic System (EDS), Inventory Management System (IMS), and QuickServe OnLine (QSOL), as well as tech write ups to piece together a comprehendible explanation for warranty and/or customer’s for field service work. Ensure all technician work for the week is entered into work orders in and that technicians times are posted to the work orders before the following Monday.
● Invoice work orders: mail copies to customers and file physical copies for records
● Register in house NOW warranties and customer requested extended engine warranties.
● Replace parts under part warranty for customers performing their own repairs.
● Track warranty acknowledgements and payments to ensure accuracy of new payment system.
● Research and answer any warranty issues and questions as they arise.
● Register in house software requests and back up corporate dealer software registration during their sick time and vacation time
05/2014 – 12/2016 ; Warranty Administrator, Cummins Crosspoint Inc., Fort Wayne, IN Provide warranty support to Service Advisors in Field Service and In Shop, dealers, and customers on engines and parts for Fort Wayne and Mishawaka distributor shop locations.
● Manage incoming warranty payments and utilize information obtained from BMS, QSOL, EDS, and IMS to refile claims if warranted via BMS.
● Register extended engine and aftertreatment warranties sent in by dealers via email and mail, and NOW for in shop overhauls..
● Replace parts under part warranty for customers performing their own repairs.
● Attend conference calls for warranty updates on engines and generators, as well as changes in systems and procedures.
● Participated in a select group to visit and observe RapidServe Warranty at Cummins Corporate offices to gain a better understanding of how payments are processed and discuss ways to improve processes and communication between distributor locations and corporate. 01/2012 – 05/2014 ; Customer Service Representative I, Cummins Crosspoint Inc., Fort Wayne, IN Assist with field service and in shop processes to ensure timely and accurate explanations of service work, time utilized to complete services, and assist with other requests as given.
● Utilize BMS, EDS, IMS, and QSOL as well as tech write ups to piece together a comprehendible explanation for warranty and/or customer’s for field service and in shop work.
● Field Service: Ensure field techs are paid for their work by entering their hours per service into BMS. Open work orders for techs to utilize EDS troubleshooting. Maintain paperwork files of completed services. Assist with answering phones and customer questions as well as scheduling appointments for 8 9 technicians. Research warranty issues and file claims.
● In shop: set appointments and greet customers when they visit the service department. Notify customers of quote amounts and work needed done to obtain permission to complete repairs. Notify customers when repairs are complete.
● Contact Generator Preventative Maintenance (PM) customers via phone, fax, or email to arrange service date and times, notify them of PM renewals, and other needed repairs found during inspections.
11/2010 – 1/2012 ; Administrative Assistant, Circle Prosco, Inc., Bloomington, IN Work with a team of 3 Customer Service Representatives and 8 Outside Sales Representatives to ensure customers receive their desired products in a timely and accurate manner
● Manage relations with 100+ customers each week via telephone, email, and fax
● Enter individual customer orders into OSAS System
● Prepare shipping paperwork for domestic and international shipments, including hazmat
● Ensure accurate entry of Accounts Receivables into OSAS
● Process part, coil, and chemical production orders into OSAS
● Receive and distribute incoming USPS mail
● Answer multi line phone system in courteous manner and direct callers to proper personnel 4/2010 – 9/2011 ; Office Manager, Panache School of Ballroom and Social Dance, Bloomington, IN Support Panache Dance by organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency
● Maintain and update website and social media outlets to increase awareness of classes offered at Panache Dance Studio and off site venues
● Ensure classes are accurately entered into appointment scheduling software for pre registration and check in
● Communicate all special events to local media contacts to increase penetration of the Panache Dance brand in the Monroe County market
● Utilize QuickBooks and Microsoft Excel to ensure 100% accuracy in reconciliation of all accounts
● Organize and maintain employee records, student data, invoices, receipts and payroll schedule
1/2009 – 3/2010 ; Technician, Jiffy Lube, Fort Wayne, IN Various Duties including car detail, under hood fluid checks and changes, and educating guests on maintenance time frames for their specific vehicle
● Ensure all service procedures meet or exceed customer expectations 100% of the time
● Assist in maintaining cleanliness of shop bays, office, guest lobby, and restrooms
● Receive and stock parts for services
9/2006 – 9/2008 ; Assistant Manager, Barnes and Noble College Booksellers, Fort Wayne, IN Hire and train employees in register use and customer service standards in all personal dealings with students, faculty, staff, and guests of the University
● Conducted interviews and made hiring decisions for a fluctuating seasonal staff of 4 6 employees
● Prepared and maintained workforce schedule utilizing proprietary scheduling system to optimize staffing
● Gathered purchase requirements from 124 University of Saint Francis faculties via online submissions and communications with departmental secretaries. Then entered constraints into an AS400 System in order to ensure accurate and timely ordering of textbooks for students
● Packed and shipped online orders and store transfers via UPS with 100% accuracy to ensure customer satisfaction
● Ensured merchandising displays both internal and external to the retail store were installed and maintained properly, including marketing displays at University of Saint Francis sporting events 10 15 times per year
11/2003 – 8/2006 ; Administrative Assistant, United Art and Education, Fort Wayne, IN Assist office manager with smooth functioning of the office staff, paperwork, and customer relations
● Managed relations with 40 120 customers each week via telephone, email, and fax
● Entered individual customer orders into AS400 System
● Processed retail store paperwork for open account customers. i.e.: Teachers picked up items needed for their classrooms from the store. UAE then billed the school systems and districts
● Made phone calls to Open Account customers that were more than 45 days old to obtain a payment date and followed up with customers that did not make those payments as promised
● Responsible for timely delivery of interoffice paperwork and incoming/outgoing mail
● Developed and successfully managed the implementation of a solution in Microsoft Excel to track backordered items by tracking and enforcing FIFO inventory management policies
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