Customer Service Project Management

Susan Martin

San Jose, CA 1-408-***-**** https://www.linkedin.com/in/susanmartingrijalva/ **************@*****.***

Operations Management, Program/Project Management & Customer Service

Materials Management Inventory Management Bill of Material Program/Project Management Engineering Support

Talented Inventory & Materials Manager known for maintaining BOM’s, Vendor Compliance, Contract Negotiations, Purchasing Materials on time. Known contributor for implementing and managing multi-faceted, cross-functional customer service, and business productivity programs, including all levels of Materials Management. Expertise within the Semiconductor and Medical Device Industry. Bachelor’s degree in business management.

Operational Metrics/Reporting BOM

Customer Loyalty/Retention Vendor Compliance

Team Leadership & Motivation

Quality System ISO/FDA Audits

Materials Management Work Order Packets

Order Management Costing

ECO/RMA/NCMR’s/CAPA Reporting

Production Planning Master Schedule Proposals

Pre-production/Manufacturing

Software/Systems: CRM, MRP, ERP, QAD, GHX(EDI), Epicor, IQS, & Microsoft Project Management MS Office (Excel, Word, PowerPoint,

Outlook), QuickBooks, Google Docs, & MS Teams.

Active Learning: Oracle Advanced Excel (Pivot Tables, VLOOKUP) Canva SCRUM/Agile/PMP Certification

KEY HIGHLIGHTS

Drove ongoing management of all aspects of business unit operations from Inventory Management, BOM, pricing/materials management, customer relationship management, through receipt of quotations, order entry, system deployment, customer upgrades, and customer resolution.

Collaborated with Engineering Teams regarding defining Bill of Material product structure and managing Sub-Assemblies and Assemblies with thousands of parts within the BOM’s.

Improved and implemented processes, procedures, and program metric tracking; through effective implementation of integrated MRP/CRM systems enabling centralized database operations.

PROFESSIONAL EXPERIENCE

First Choice Automotive, Campbell, CA 2020–Present

Office Manager & Accountant (Remote & Onsite)

Manage all day-to-day administrative duties, answering all calls, scheduling customer appointments, and all accounting duties using QuickBooks. Responsible for preparing federal and state taxes and are paid quarterly. Responsible for creating all scheduling and the fees are paid (Oil disposal, tire pickup, machines are calibrated before the expiration date including the fire extinguisher), Pick up parts as needed.

Vertebral Technologies, Santa Clara, CA Company merging and moving to Southern CA 2019–2019

Customer Service & Facility Operations Manager

Selected to manage all operations with emphasis on exceptional customer service. Manage implant and instrument inventory, on-time shipments, document processing, pickup, and delivery. Oversee data collection, documentation, data entry, and reporting for quality and manufacturing process.

Established and maintained policies and procedures for manufacturing systems compliant to requirements of applicable local, federal, and international regulatory guidelines (e.g., OSHA, EPA, RED-QSR, MDD, ISO 13485.)

Project managed setup of new production facility to enhance operational efficiency—completed 10-days ahead of schedule. Selected contractors (electricians, HVAC, etc.), negotiated cost estimates and arranged scheduling timelines to meet associated deadlines. Organized clean room, labeling, QC inspection, and other required space allocation.

Electro-Diagnostic Imaging, Milpitas, CA 2002–2004 & 2006–2018

Business Operations & Customer Service Manager

Chosen to design and implement best-practices in business operations management, ensuring top-level customer service, efficient/accurate production scheduling, and on-time delivery of quality products. Managed domestic and international customer relationships from receipt of quotation, and order entry, through system deployment and customer success. Trained employees on Standard Operating Procedures to improve metrics.

Centralized database operations and migrated manual operations to Everest Enterprise Software Platform and from Everest to pc/MRP Software Platform with conversion to QuickBooks Pro 2011—improving inventory, production, and customer service tracking.

Ensured shipping accuracy according to production schedule through close collaboration with executive team on planned inventory levels.

Guaranteed orders were fulfilled according to customer delivery terms through daily proactive communications with management and production teams. Successfully worked with international distributors processing all orders from receipt through shipping.

Drove production schedule efficiency by partnering with outsourced vendors to support advanced machining accuracy and ensure “1st time” Articles.

Susan Martin

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San Jose, CA 1-408-***-**** https://www.linkedin.com/in/susanmartingrijalva/ **************@*****.***

Scott Specialty Gases, Fremont, CA 2004–2006

Business Manager Customer Service Manager

Directed all aspects of daily business office operations and enhanced infrastructure of customer service department and accounting team; managed six direct reports. Supported internal and external sales staff and managed customer relationships to ensure product value and customer retention.

Developed process improvement procedures to train customer service team in upselling product features.

Ensured orders were processed on time with less than 10% error rate on total orders booked through effective collaboration with sales management and sales operations team.

Reduced A/R from 45% to 25% within an 8-month period for total A/R of $0.5M.

Drove business aspects of each team’s key performance metrics by processing daily, weekly, monthly, and annual metrics reports.

ADDITIONAL RELATED EXPERIENCE

Aptas, Inc., San Jose, CA

Customer Service Manager Staff 32

Recognized with fast-track promotion to manage daily operations of fulfillment team, deploying 85,000+ commercial websites. Managed call center and program/account management and exceeded corporate goals through developed/implementation of superior customer service process improvements.

Recruited, developed, mentored, and trained staff of 32 direct reports within Customer Service, Production Developers, and QA Analysts.

Cultivated strategic customer relationships from contract negotiation through system deployment, process development, and website delivery.

Met revenue and cost projections through active monitoring of project completion from commencement through delivery.

Program Manager

Monitored all projects from start to finish to maintain budget requirements, ensure on-time delivery, and meet revenue goals.

Support new/and or existing Partner Program products through effective liaising on internal issues for members of cross-functional teams.

EDUCATION CERTIFICATIONS

B.S., Business Management (GPA 3.82) – University of Phoenix, San Jose, CA

Certified Internal Auditor – ISO 9001:2000 and 13485 (Medical Devices)

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