Customer Service It Support
Resume:
Mary Ann Santa Ana
ad5sjx@r.postjobfree.com
*** ******** *****, *********, ** 37217
PERSONAL INFORMATION
Multiple industry professional who is results and personnel oriented with 5 years’ experience in the card manufacturing and distribution industry, ten years’ experience in safety management and sixteen years’ progressive experience in the 3PL/IT field coordinating and managing efforts and from account and operations management, inventory control management, project management, training, Safety and Security training, system configuration, IT support, EDI capabilities, and budget management to hands on warehousing in a fast moving and demanding work environment.
Personal Skills:
Experience with multiple industries
Independent worker with a proven ability to manage multiple customers and departments as required
Knowledgeable and well versed in industry requirements for brand networking for all major secure brands
Key Custodian for secure card programs
Diligent record keeper maintaining client requirements contract information and understanding customer needs from secure to non-secure clients
Flexibility, problem solving abilities, good communication and creativity to resolve issues
Ability to keep operations on track and on budget to fulfil clients’ needs.
Highly dedicated to providing a great customer service experience and being able to build affinity with both internal and external customers
CAREER HISTORY
August 2019 to March 2024
Customer Service and Project Manager – Magnetic Ticket and Label – Nashville, TN
●Integrate multiple clients into MTL systems (KT Tracker and MTL Tracker)
KT Tracker – customer portal and management system for order fulfilment
MTL Tracker – production system for card manufacturing
●Responsible for overseeing and troubleshooting customer issues daily
●Responsible for monthly inventory reporting and customer billing (monthly fulfilment, procured collateral, manufactured goods)
●Responsible for creating quotes for customer facing sales requirements
●Introduced “data dictionary mapping” to the data team in order to standardize multiple file layouts from customers into a streamlined process for data gathering and processing through MTL Data Manager application
●Provided support and feedback to KT Tracker manager on SQL issues and provided trouble shooting as needed
●Reviewed and provided data feedback to customers on a regular basis
●Assisted in moving clients onto EMV chip card programs from standard mag stripe cards
Managed clients with multiple lines of business and provided requested reports or on demand assistance for any issues
Managed system (KT Tracker) to meet customer requirements and needs for visibility
●Ability to translate the requirements of the customers to the appropriate technical or business team(s) throughout the life of each project ensuring system performance and data integrity.
●Acted effectively as point-of-contact on multiple new project startups for programs ranging from EMV implementations to “plastic only” programs
●Developed and updated documents in use from word templates to Adobe Forms for ease of use, as well as provided content and format testing for internal and external use.
●Review and manage implementation time lines to insure successful “go live” of customers
●Responsible for driving business requirements and gathering information during client facing meetings
●Handled Quality Issues, wrote CARs as needed while MTL was in transition looking for QC staffing
2018 to June 2019
Industrial Engineer work – Wayne Brothers Inc. – Concord, NC
Remote work with multiple clients such as USNR, West Fraser, Comact supporting new builds,
Responsible for safety on site and employee training in multiple areas supporting the construction environment (heavy equipment, confined spaces, crane rigging, etc.)
(Additional details can be provided as needed)
April 2001 to August 2017
Sr. Implementation Manager, WMS - GEODIS – www.geodis.com - Brentwood, TN
●Integrate multiple clients into WMS
●Responsible for overseeing and troubleshooting EDI data gathering
●Ability to translate the requirements of the customers to the appropriate technical or business team(s) throughout the life of each project ensuring system performance and data integrity.
●Acted effectively as point-of-contact on status of EDI transactions from internal and external customers.
●Developed and prepared EDI documentation, as well as provided content and format testing for internal and external use.
●Manage implementation time lines to insure successful “go live” of Operational processes and B2B/EDI integration
●Responsible for driving business requirements and gathering information on client facing needs
●Drive and supervise any required system modifications or changes to meet client requirements
●Work hand in hand with Networking and Infrastructure to insure warehouse/operations and B2B communications are in place and compliant with needed hardware and software to support client needs
●Executed EDI system test plans to ensure successful integration into production environment.
●Document and meet timelines and budget requirements
●Assisted in developing standardized budget for B2B/EDI mapping and WMS implementation with clients to accurately quote and set scope for projects
●Communicated with Executive Sponsors, Operations and Client to insure project health and promote understanding among the groups
●Able to resolve conflicts within scope of project versus client needs
Warehouse Manager, INTL - GEODIS – www.geodis.com - Chicago, IL
●Responsible for managing all aspects of the international warehouse
●Oversee and maintain inventory accuracy at or above SLA requirements for multiple clients, perform and report on PI results through various WMS applications (ie., Amazon, Red Bull, Arkema, Samsung and various cross dock clients)
●Train and maintain records for all warehouse staff operators, including OTJ training and Safety SAM folders
●Complete performance evaluations yearly for all direct reports
Operations Manager - GEODIS – www.geodis.com - Romeoville, IL
●Managed one of the largest Multi-site/multi-client facilities within the Chicago region
●Responsible for maintaining and supporting the relationship with multiple clients (Sysco, Bumble Bee, 180s, South Beach, Bally Fitness, etc.)
●Managed supervisors and IC management staff
●Implemented new IC processes to meet SLA requirements and perform at 99% or above absolute accuracy for clients
●Cross trained employees to work in multiple accounts for labor sharing improvements
●Responsible for Safety Program on site and maintaining and updating all staff’s Safety SAM training and folders
●Improved accounts contribution margins by reducing labor in specific accounts using labor sharing and by introducing interleaving through multiple accounts (no wasted travel by employees by working in multiple accounts simultaneously)
Asst. Operations Manager – GEODIS – www.geodis.com – Memphis, TN/Edwardsville, IL
●Brought in to Edwardsville campus to implement and increase inventory for Ampad account
●Inventory control reporting and accuracy increased and improved from approximately 33% location and count accuracy to 99.86% accuracy in 6 weeks to meet client requirements
●Managed IC team and did troubleshooting for any WMS related issues
●Travelled to multiple sites to assist with system issues and implement IC programs (Sony - Laredo, TX, Raleigh Bikes - Ontario, CA)
Key Achievements:
●Successfully implemented multiple clients onto the GEODIS WMS
●Increased warehouse performance to achieve the Sysco Warehouse of the Year award during my tenure.
●Participated in the creation and maintenance of pricing models used for estimating and minimizing systems implementation costs.
●Prepare and propose system and business solutions for internal and external clients
●Implement system configuration to support operational and client driven needs, including but not limited to supporting the WMS and creating cycle count processes
●Work hand in hand with multiple groups and resources to ensure deadlines are completed and client needs are met
Key Skills Gained:
Learned multiple warehouse management systems, integrated Transportation Management systems, interfaced with multiple order management systems and provided efficient solutions for warehouses and clients
Implemented and improved IC processes and programs across multiple sites for various customers, as well as supporting multi-site clients and managing IC programs
Reviewed EDI specs and worked hand in hand with B2B and B2C to test and complete maps as well as test connections with external clients
Proficient in Microsoft Suites, including Excel, Word, PowerPoint, Project and Visio
Am able to navigate through SQL database to gather required information not captured within the WMS, also able to write SQL queries to gather needed information
Certified United Academy Trainer (2019 Trainer # UR108-056), OSHA 10 Certified (2018), OSHA 30 Certified (2019)
Education:
University of North Carolina – Pembroke, NC
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