Customer Service Csr

Francesca S. Little

*** ******* *****

Landenberg, PA 19350

Cell: 610-***-****

Email: ************@*******.***

CAREER OBJECTIVE

Seeking a position utilizing strong organizational and communication skills

SKILLS AND ABILITIES

Extensive experience in servicing external and internal training to customers of all levels via face-to-face, remote conference calls and international travel. An independent self-starter. Decisive, resourceful, dedicated individual. Experience in problem resolutions. Organized. Global Travel.

Superior communication skills in dealing with external and internal customers, co-workers, and employees of all levels. Both verbal and written skills are strong. Negotiations and developing long term relationships.

Well-organized and highly efficient working in a multi-tasking dynamic environment. Proven ability to work under changing fast-paced priorities. Ability to plan, organizes, and supervises the work of others. Demonstrated skill in meeting expectations of new business leads, driving process improvements, and best practices and procedures.

Knowledgeable and experienced in SAP OTC processes for domestic and export. Possess a strong combination of training and over 32+ years of experience in customer service. Extensive knowledge of export logistics, compliance, and documentation

Tri-Lingual - Fluent (Read, Speak, Write) English, Spanish, Italian

WORK EXPERIENCE

March 2019 – September 2022 – Opener/Processor Accelerate Mortage - Allied Bank

NMLS# 2335115

Generate, evaluate, and update daily pipeline and production reports

Verify that all loan documentation has been received, is accurate, and complete in accordance with all policies and guidelines

Document all communication with applicants and internal personnel on any updates, issues, concerns, or discrepancies

Return phone calls and inquiries from loan officer, applicant, builders, or agents, concerning status of application and/or loan documents

Send requests to third party sources to independently verify personal and financial information of the borrower

Analyze client’s financial status, credit worthiness and property evaluation to ensure compliance with investor and regulatory requirements

Review and obtain any documentation that the underwriter is requesting before submitting for approval or denial.

Review final numbers, closing costs, payoffs, fees, etc. and schedule the loan closing with loan officer, clients, attorney, agents, closing department, and any other person that is involved in the loan closing

Skills/Qualifications

Strong interpersonal skills to build and maintain professional relationships with clients, customers, and co-workers

Excellent verbal and written communication skills

Outstanding time management and organization skills to effectively prioritize multiple objectives and achieve volume goals

Nov. 2014 – Feb. 2016 – DuPont “ODOE WHL Data Readiness Lead”

My key role is creating all new routes globally (outside of current cSAP legacy) from all ship points to customer final destination (domestic and export). This work includes daily calls and interaction with the global logistics coordinators as well as with the Business LOM’s. It was all new construction of routes for ECC6 go live.

Worked and attended meetings with the CST (Customer Service Transition) team to standardize operating procedures which details the design to organize disciplined work roles to collaborate and work with our partners (Logistics) to ensure that we all have excellent operational alignment.

Work with the ODOE OTC Team and guided them in new functionality improvements in SAP order entry along with documentation improvements to our freight forwarders for ocean and air.

2008 – 2014 – S&L DuPont “Export Cross Border Compliance Lead”

Successfully work with all businesses and global CSR’s/ICR’s to define, measure, analyze, improve, and sustain their U.S. export processes to insure their data feeds to our freight forwarders are accurate and meet regulatory compliance.

Interface with all businesses on cSAP startups. Also Work with new businesses bought by DuPont to align them with the DuPont Export/Import Processes.

Collect monthly performance metrics from our freight forwarders for all businesses on our First Pass Yield. Hold monthly and/or quarterly meetings with the businesses to drive improvements and meet DuPont corporate performance target of 99%.

Hold monthly systems issue status reviews with Logistics IT Team for all businesses to discuss root cause and insuring corrective action is put in place to eliminate repeated issues which cause incorrect data interfaces to our freight forwarders.

Part of the GTS Implementation Team and I am the GTS USA Compliance Lead. Review, enter, and maintain US export licenses into GTS as well as review of all US export and domestic blocked orders which result for the following:

missing product classification

missing export license

technical blocks

Sanctioned Party blocks

DuPont Prohibited Party blocks

“Subject matter expert” on the Logistics One DuPont Team in cSAP OTC. I lead the development the Level 4 process maps for all modes of transportation.

2005-2008 - CCC M&S –DuPont “Global Customer Service Training Specialist”

Lead global corporate SAP training for domestic and export order entry. Evaluated the progression of the trainee and determined the daily direction of my training. This included training the new trainers during a class. Recognized the importance of staying focused on the individuals need and style of learning in order to meet their ability to become proficient in cSAP order entry.

Other responsibilities of my job were taking the customer service lead for new business acquisitions. This included learning the product line, manufacturing plants, business direction, meeting all legal requirements, creating customer service processes, and assigning global work roles. Once implemented I turned the work over to an ICR/CSR. This role interacts, advises, and consults with all levels of personnel both external and internal.

List of the new customer service business leads I put in place:

Surfaces - Consumer Safety (smoke & carbon monoxide detectors)

DCSE – Stonetech

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Corporate – Manual air shipments through Transoval

P&IP – Butacite Imports (mapped process & wrote procedures)

Corporate – Developed, maintained, and updated the cSAP Training Manual

One hour motivational speech “The importance of a customer service representative” coupled with Corporate Customer Care role in the US (delivered in Brazil and Argentina)

P&IP and DCSE -Shanghai, China – Delivered face to face training in Regional Order Management as well as order entry for export shipments out of the USA (3 weeks)

2003-2005 – DuPont - CCC M&S – Implementation of SAP for Export OTC

“Sr. Global Customer Service Representative”

Responsible for Surfaces and DCSE OTC cSAP Integration for export order entry processes. This required the full implementation of SAP from kickoff to start-up date in both Surfaces and DCSE. Mapped the business processes, choose the Technical Objects, and wrote the scenarios according to the business need. Became the Super Key User in these businesses for exports and trained the US ICR’s and regional CSR’s from Asia Pacific, South America, Mexico, and Canada.

A/P was not in scope for each of these businesses, therefore they enter orders with order types ZORS and ZOR1. They did not create STO’s.

2000-2003 –Du Pont CCC M&S - “Sr. Global Customer Service Rep”

Lead CSR/ICR coverage person for multiple businesses. Handled short term coverage for both CSR/ICR desks in multiple businesses for vacationing CSR/ICR. Also was assigned in long term coverage for the CSR/ICR that was out on disability. Business knowledge was critical to handle the business processes, order entry systems to have a seamless turnover to service the customer.

1994-1999 – Octel America (prev. Petroleum Additives) “Customer Service Mgr/Export Sales”

Managed the domestic and export Customer Service Representatives CSR/ICR

Quarterly reviews of CSR/ICR job skills, strength, needed improvements, and training

Quarterly mandated the CSR/ICR participated in a customer service related training (ex: warehouse/plant visits, customer service workshops offered by outside vendors, international training offered by freight forwarders in L/C, duty drawback, Inco terms, updates in export regulations, NAFTA’s).

Pay raises for CSR/ICR according to their yearly performance

Hiring of new customer reps and office administrators

Process improvements for order entry

Monthly sales reports to director

Registration of new hazardous products for exporting

Yearly negotiations and contract signing with ocean carriers regarding freight costs.

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Lead for export sales and preparation of bids for South America and Mexico. Account Representative for Hess Oil Virgin Islands sales. This required quarterly international travel to South America and Mexico and bi-yearly visits to St. Croix.

Lead a yearly South America distributor’s seminar in Rio De Janeiro, Brazil.

1974-1993 - Du Pont Company - various positions

Customer Service Representative

International Customer Representative

Rail Car Fleet Management

Freon® Returnable Containers and ISO Coordinator

Legal Analyst supporting the Du Pont Corporate Attorneys

Education: 1982 – 1987 (Education paid by DuPont)

West Chester University – Bachelor in International Business with a minor in Spanish

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