Computer Technician Customer Service
Resume:
Cheniece Mosley
Schaumburg, IL *****
*********@*****.***
TECHNICAL SKILLS
Software: Citrix, Zorro, ServiceNow, AS400, Keepers Vault, SPS, Excel, PowerPoint, Outlook, MS Teams
WORK HISTORY
CDW, Chicago, IL 2016-2023
Promoted to Dropship Specialist
-Assisted Sales department in locating packages, provided ETA and ESDs on the packages.
-Tracked estimated time of delivery (estimated time shipped) for the orders using Excel spreadsheets.
-Assisted Sales department in order processing and invoicing.
-Processed all the invoices on a monthly basis.
-Responsible for working closely with our vendor partners and our customers in ensuring that all purchase orders are processed in a timely manner and billed correctly to CDW.
-Review and analyze purchase orders.
-Qualify or reject purchase orders based on the original order request.
-Work with Sales team to make necessary changes to purchase orders to fulfill customer needs.
-Used Citrix to get any required data on the purchase orders, tasks, vendor responses, etc.
-Used Zorro to triage orders between departments, get PO numbers to do the research when troubleshooting tickets, analyzing data related to orders in question.
-Used Keepers Vault to look up product availability and do research on vendors, vendor shipment timelines, etc.
-Used SPS (CDW’s database) for pricing, invoicing and bid information on customers and products.
-Updated the status of aging purchase orders, followed up with partners for information on scheduled shipments.
-Maintain part number information within CDW AS400 database, updating pricing and any additional product line instructions that need to be provided to Sales.
-Utilized AS400 to process orders and track the status of orders.
Return Merchandise Authorization (RMA) Specialist
-Responsible for processing customer returns through a database; processed 200-300 pieces daily.
-Ensured that no sales will fall through because of the issues with orders.
-Monitored ServiceNow ticketing system to ensure tickets are troubleshooted and addressed in a timely manner. Analyzed daily team reports to ensure all issues are resolved.
-Exceeded package processing speed, bringing it to 20-25 packages an hour.
-Handle the day-to-day RMA Receiving activities.
-Maintain daily productivity/workflow reports.
-Work with customer and vendors regarding returns or DOA’s / warranty exchanges
-Collaborate with vendors/manufactures to obtain Return Merchandise Authorizations
-Follow up and resolve issues related to purchase and sales orders as well as return purchase and return orders.
-Maintain, review and update process documentation on a regular basis; Creating new documents as required.
-Ensured that the work environment was clean and free of obstructions.
-Helped other RMAs and supported other responsibilities within the warehouse.
-Responsible for B Stock (IT and configurations)
-Responsible for shipping and receiving.
-In addition to the daily responsibilities, I was also engaged in planning Group Activities, maintaining team engagement, and was on a Spokesman Committee that was responsible for monitoring the health of the department and addressing any internal issues the team may have had.
Hanig’s Footwear 11/2006 – 09/2016
Sales Manager
-Responsible for addressing customer requests and processing out-of-state orders.
-Developed and maintained a book of customers ensuring the retention of my own book of business within the store.
-Responsible for managing inventory audits and conducting annual inventory count.
-Responsible for stocking and ensuring that store’s inventory is appropriate to the needs of the store.
-Provided excellent customer service, going out of my way to ensure that the customers leave satisfied with the service and their purchases.
EDUCATION
High School Diploma – 1997
University Extension, Connecticut
Computer Technician Certificate – 2000
College of Office Technology, Chicago, IL
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