Customer Service Fulfillment Associate

BARBARA A. Kalu

**** ******* ***** *****: 678-***-****

Douglasville, GA 30134 Email: *****************@*******.***

Education

Bachelor’s Degree, Administrative Management/Organizational Leadership, Clayton State University, 2013

Associate Degree, Marketing Management Program, Gwinnett Technical College, 2006

Certificate, Small Business Management, Gwinnett Technical College, 2006

Certificate, Accounting Specialist, Clayton College State University, Morrow, GA, 2000

Professional Experience

Highly skilled professional with over 25 years of office and customers service experience.

Positive attitude, detail-oriented, excellent researcher, documents processes, proactive, resourceful, and a critical thinker.

Amazon

5/2020 – Present

Fulfillment Associate

• Selecting, packing and shipping customer orders

• Deciphering work orders

• Locating stock and packing items for shipment

• Checking items are in good condition

• Locating merchandise in the storage areas

• Picking and packing the orders in a correct manner

• Front line fulfilling customers' orders within the Fulfillment Center

Walmart

3/2020 – 5/2020

OGP/eCommerce Personal Shopper

Process customers’ orders through live chat or telephone calls and log data in order entry system.

Present clients with prime product information assuring customer satisfaction

Ensure to track client request and assist in scheduling appointment

Support customers for replacement orders and substitute items

Develop personalized shopping experience for all customers through providing individualized attention along with prevailing knowledge of products and trends

Ensure to follow through on client commitments on time

Develop and maintain professional relations with customers to assure repeat business.

Stimulate feedback to improve further customized service.

Maintain flexibility, tact, patience, honesty, effective communication skills and ability to develop relations and trust with all customers.

Siemens Industry

11/2016 – 7/2019

Customer Support CAID Team Lead/Post Shipment

CAID Reconciliation (Customer Amount in Dispute)

Provided Customer Service daily to internal and external customers

Completed a wide range of office administrative duties in support of division units and managers

Tracked and organized workloads coming through email and other channels, reviewed over 50 customer requests and concerns daily

Ensured operating systems were operating efficiently and effectively in administrative responsibilities

Utilized Microsoft Word, Excel, PowerPoint and other software program to prepare documents for correspondence and presentations

Monitored CAIDS log for unit productivity with PHILOS case creation for CAIDS

Utilized SAP to research and locate missing data needed to resolve customer issues

Maintained ownership of weekly CAIDS audit report and monthly aged CAIDS reporting

Investigated escalated CAIDS and provided recap to supervisor

Trained presentation on CORP RGA

Reviewed and researched orders through electronic means

Communicated with vendors (FedEx, Southeastern, etc..) to locate freight

Resolved customer issues with missing freight, damage shipment, and replacement of material

Verified shipment date and updated delivery in the appropriate computer systems

Filed claims with UPS for damage or missing material

Inventory mgmt. experience

Follow up calls, update information from customers

Researched pricing disconnects on invoices and all RGA issues related to customer purchase bank

Siemens Industry

09/2000-11/2016

Sr. Rebate and Pricing Analyst

CAID Reconciliation (Customer Account in Dispute) - Timely offsetting of rebates with the advanced deduction taken in SAP to resolved in a timely matter

Provided customer service daily to internal and external customers

Completed a wide range of office administrative duties in support of division units and managers

Tracked and organized workload coming through email and other channels, reviewed over 100 customer requests and concerns daily

Drive reconciliation between various systems and rebate issues related to Account Receivable

Ensured operating systems were operating efficiently and effectively in administrative responsibilities

Utilized Microsoft Word, Excel, PowerPoint, and other software program to prepare documents for correspondence and presentations

Continuous processing distributor rebate and sales tracking in a timely matter in SAP. Analyze sales deals and deal management reports in Vendavo to track customers purchasing pattern

Decreased number of deductions by 65% by automating processes for a major distributor

Audit credit request to ensure data entered is valid.

Processed improvement documentation and provided information to be distributed to customers Channel Partners, Customer Relationship Coordinators, Sales Executives/Account Managers and Product Managers to fully understand and implement product pricing, mass updates, formula pricing and rebates based on contractual agreements

Collaborated closely with the IT team on changes that may impact the customers or channel partners.

Maintain and assist in special assigned projects

Utilized SAP to research and locate missing data to resolve customer issues

Pricing Maintenance -input direct pricing into Zilliant and SAP for requests

Created, expired, revised and terminated agreements in Zilliant (DMA) deal management agreement related to rebates and sales deal.

Conducts deep dive analysis as it relates to pricing, rebates and deduction issues

Collaborated with the Master Data team to determine the root cause and resolved the material issues

Proficient in VLOOKUP and pivot tables

Analyze pricing data from industry standards, previous sales trends and competitors and report data to decision-makers

Identify marketing strategies to increase profits

Develop measurement tools to identify changing market trends

Identify appropriate sales and clearance prices to increase customer traffic

Siemens Energy & Automation

03/1997 – 09/2000

Production Line Group Leader

Supervised Murray production line (set-up of daily materials and inspection)

Team lead for Assembly line for Siemens and Murray products

Pulled blueprint for daily assembly line production workflow for requested orders

Assembled and rotated load center for QA inspection

Forklift certification

Identified and resolved issues that prevented timely delivery of product by working with management

Inform workers of management conditions of work, rules and regulations guiding the establishment to ensure that they adhere to company policies

Constantly inspect all work equipment to identify shortages and damages and relate findings to management for quick resolution to enable smooth flow of operations.

Step in to resolve conflicts that may arise between workers on site and exhibit good sense of judgment to ensure that parties involved are treated fairly without bias.

Work as the middleman between management and workers to facilitate good communication and airing of complaints from both parties and see to it that all issues are sorted out.

Check all outgoing stocks to ensure that they are in good condition and make sure that all documents are accurately signed for proper documentation.

Ensure that stock inventory is carried out in a timely manner and that it is in line with the stock balance to avoid mix up

Scottish Rite Children Hospital

04/2002-10/2003

Medical Records Coordinator

•Provided customer service daily to employees and staff with intern and external customers

•Completed a wide range of office administrative duties in support of department units and managers

•Tracked and organized workload coming through email and other department units

•Ensured operating systems were operating efficiently in administrative responsibilities

•Utilized Microsoft Word, Excel and other software program to prepare documents for correspondence

•Organize and manage patients' health information data.

•Ensure paperwork is properly filled out.

•Verify accuracy and accessibility of files.

•Ensure all files are secure.

•Maintain electronic health records databases.

•Analyze electronic data.

•Develop and maintain health information networks.

•Assign a code to each diagnosis and procedure by using classification systems software.

•Review patient records and pathology reports and assign codes for the diagnosis and treatment

Achievements

National Technical Honor Society -2004 – Gwinnett Technical College

Employee of the Quarter 2009 - Siemens

Skills

Public Speaking

Knowledge Base

Social Media – Twitter, Instagram

EDI

Marketing / Marketing Research

Microsoft Office products

Customer Experience

Business Process Improvement

Customer Relationship Management

Interpersonal skills

Communication

Time management

Collaboration

Organization

Negotiation

Product and service knowledge

Sales techniques

Computer Systems

SAP

Zilliant

Vendavo

WebFOCUS

COMPAS

Volunteering Experience

Ronald McDonald House Charities

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