GLORIA OZUNA

SUMMARY

Fluent English and Spanish with over seven years of experience as Customer Service Representative, Inside sales and production planner assistant in a Lean Manufacturing Organization. Possess a high degree of focus when interacting with customers, associates at all levels of business and vendors. Able to Quickly adapt to any new systems.

EXPERIENCE

August 2015 - December 2016 Thermofisher Scientific San Diego, CA

Customer Service/Planner Assistant (contract)

• Developed and maintained supply schedule by using ERP output to prioritize material requirements.

• On a daily basis, updated planning reports and work order schedules with shop personnel in a Lean Manufacturing environment.

• Served as liaison between all departments regarding product availability and process completion dates. Mentored and assisted shop floor personnel with prioritization of work orders. Followed up with QA/QC to ensure prompt disposition of suspended materials and/or material receipts from suppliers or shop floor.

• Worked with Engineering to correct BOMs and update item revisions.

• Collaborated with Purchasing and Engineering to support material changes. Interfaced with operations and support groups to collect data, prepare schedules, and provided status reports to management.

• Created replenishment cycle work orders and transfer of materials.

• Monitored and recommended stock levels for each item in planning portfolio on regular intervals.

• Provided pertinent information and support Outside Sales Representatives to build and maintain excellent relationships.

• Resolved customer product and service issues by providing sales-related solutions utilizing common and alternative sources of information.

• Provided quotes and processed orders in Citrix ERP, using accuracy and efficiency when handling accounts bases on customer’s requirements.

• Provided excellent customer service, National and International, kept customers informed by providing status and estimated delivery date, followed up with internal departments, and expedited urgent orders.

• Handled all returns on damage products, updating system, following up providing credit memo.

• Exercised independent judgment to answer inbound calls to promote the company and its product. Assured that each customer was provided with excellent service based on company protocol.

June 2014 - March 2015 K-TUBE Technologies Poway, CA

Customer Service / Inside Sales Representative

• Primary function of this position was to accurately produce and process quotes and sales orders for customers per their specifications in addition to responding to customer inquiries, concerns and issues, using Kerp CRM System.

• As liaison between the customer and various departmental roles, provided correct and timely response to customer.

• Provided excellent customer service, National and International, kept customers informed by providing status and estimated delivery date, followed up with internal departments, and expedited urgent orders.

• Provided pertinent information and support Outside Sales Representatives to build and maintain excellent relationships.

February 2012 - March 2014 MSC Industrial Supply San Diego, CA

Customer Service/Inside Sales Representative

• Used very good communication skills as I dealt with vendors, customers and supported outside sales.

• Accounts range from small (individuals) to large international corporations.

• Provided quotes and processed orders in AS 400 CRM using accuracy and efficiency when handling accounts.

• Ensured that I built healthy customer relationships to the benefit of the company. Routinely handle very important accounts for MSC.

• As a buyer, placed orders with vendors and suppliers, researched the best price from different vendors to make MSC more profitable, negotiated terms with large quantities of company funds and followed up once transactions were completed.

• Handled all returns on damage products and updating the EDI system with open orders.

• Provided excellent customer service, kept customers informed by providing status and estimated delivery date, followed up with vendor information, and expedited urgent orders.

• Exercised independent judgment to answer inbound calls to sell product in accordance with customer service standards.

• Resolved customer product and service issues by providing sales-related solutions utilizing common and alternative sources of information.

• Consulted with other associates to resolve customer issues and communicate customer concerns to management to ensure the most effective and lasting problem solution.

January 2008 - February 2012 Wassco/Techni-Tool /Acquired by Grainger Poway, CA

Customer Service/Inside Sales Representative

• Worked with domestic and international customer service to provide quotes and place orders using Prelude CRM.

• Exercised independent judgment to answer inbound calls to promote the company and its product. Assured that each customer was provided with excellent service based on company protocol.

• Developed excellent relationships with customers.

• Learned new system when the company changed ownership.

• Received training from vendors on their products in order to provide technical support to customers.

June 1997- December 2001 Sybron Dental Specialties Mexicali, BC México

Human Resources Supervisor

• Began position as an executive assistant with this company. Position required that I provide administrative and project support to the general manager. Promoted to Human Resources Supervisor a year later. Trained to maintain the employee database, providing data to management for assessment of staff recruiting, wage and salary and employee benefits participation, payroll, taxes and insurance.

• Entered employee information in Tress ERP/CRM system.

• Implemented safety training programs for all levels of management. In charge of making sure the company complied with current labor laws. Oversaw employee relations issues, as well as, other HR duties.

• Performed group employee orientation presentations and exit interviews.

• Developed and implemented an employee recognition and motivation program.

August 1993 - June 1997 Academia Gregg, Altar, Son. México

Administrator

• Managed a vocational training school.

• In charge of school staff, supported student body, hiring and interviewing staff.

EDUCATION

1993 Centro Universitario de Mazatlán. Mazatlán, Sin. México

B.A. Business Administration

2007 Human Resources Management Certificate Program, CSUSM San Marcos CA

Certificate of completion for advanced courses in Human Resources including teamwork, supervision and leadership, communication, motivation, conflict resolution and training.

Supervisor for Safety and Industrial Hygiene Program Training, Glendora CA. SDS Corporate.

COMPUTER APPLICATIONS

Intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook, PowerPoint), Citrix XenApp, Kerp CRM/ERP, AS400 CRM, Prelude CRM and Tress CRM/ERP.

aczfd0@r.postjobfree.com mobile 858-***-****

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