SUMMARY Dependable, personable, administrative professional with extensive experience in Customer Service, Job Coordination, and Process Improvement at a Fortune 500 technology company and a Big Four accounting firm. Excellent communication and accommodating skills with employees and counterparts.
Microsoft Office and Visio *Adept in leading special project teams
*Conducting process analysis *Utilization of interpersonal skills to resolve consumer issues
*A driven individual capable of making independent judgments
*Developing knowledge of computer applications
EXPERIENCE ERNST & YOUNG, Houston, TX 2008-2016
CUSTOMER SERVICE COORDINATOR, 2014 – 2016
Reviewed customer requests via shared mail boxes and hotline to input into a tracking database. Communicated and shared knowledge on company applications, operating guidelines and intake processes with team daily.
Researched group processes on out of scope customer request. Confirmed with national traffic coordinators which were to be handled by design graphics team, instead of administrative team. Reduced request resolution time to 33%.
TRAFFIC COORDINATOR, 2008 – 2014
Managed national requests and assigned work to suitable available resources to complete within a given deadline. Tracked staff workload and negotiated deadlines if needed.
Coordinated the selection of project managers to handle jobs in a timely fashion. Improved confidence and loyalty of customers caused requests to increase by 23%.
Eliminated a bottleneck caused by multiple rush printing requests. Researched local vendors to confirm job specs could be met by given deadlines. Delivered requests ahead of schedule, which significantly increased customer satisfaction.
Researched and recruited additional staff to assist in large meeting events. Presented job scope and trained new staff how to complete deliverable. Significantly improved customer confidence for future requests.
Consulted with senior manager on a rush proposal. Conducted national search for a designer as availability was limited locally. Served as a liaison between senior manager and designer to confirm job scope and deadline could be met. Resulted in 2-million-dollar account with a new customer.
HEWLETT PACKARD, Houston, TX (CONSULTING THROUGH AQUENT) 2006-2007
ENGINEERING COORDINATOR FOR TOWER FIELD SERVICES GROUP (TSG)
North America report coordinator for Industry Standard Server (ISS) support team. Responsible for loading part numbers for server and option product launches into database tool.
Networked with worldwide teams to complete projects and improve metrics for Tower Systems Group (TSG) before launch to prevent unexpected delays in release date.
Confirmed with engineers that server parts are compatible with models being launched, resulting in no delays in product completion.
TEXAS MANAGEMENT DIVISION, Houston, TX 2005-2006
Built customer relationships within territory using solution-based sales approach. Reviewed contract employees work history to match customer needs.
New client proposing large bid for packaging staff. Performed interviews, phone calls, and met with contractors, confirming availability and job function. Oversaw staff onsite, completed bid on time increasing customer revenue by 25% in 1 month.
HEWLETT PACKARD, Houston, TX 1999-2005
DATA ANALYST 2003-2005
Leveraged current processes to contract groups. Reviewed call center reports to identify quality issues.
Streamlined case approval/assignment process to meet turnaround time by 90%.
Decreased number of legal cases 60%.
Reduced inventory costs by 30%.
PROGRAM MANAGER 2001 - 2002
Managed multiple business partners, and call center operations.
Customer satisfaction levels decreased with new contractors. Trained new customer service teams, monitored calls, and created metrics on agent production. Provided new options for resolutions, authorizing replacements, returns and refunds if criteria was met. Restored faith in HP customers significantly.
CUSTOMER RELATIONS CASE MANAGER 1999-2001
Managed multiple cases and provided final resolutions for customers ensuring high levels of customer satisfaction
Researched critical hardware defects then directed to appropriate technical services group. As a result, this process saved Service, Support and Production from substantial revenue losses. Reviewed customer history and provided several options to resolve their issues, and keep them HP customers. Produced a 90% return customer success rate and earned
“Pinnacle Award” for excellence in customer satisfaction.
Tomball Community College, coursework
Sam Houston State University, coursework
Green Belt Training / Six Sigma methodology training
Additional Relevant Information
Bilingual - Spanish and English
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