Customer Service Knowledge Manager

April Lima

*****.*******@*****.*** 508-***-****

Profile

A motivated, self-starter with over twenty years of experience in the aerospace and defense field. Strong organizational and problem solving skills, with the capability to prioritize and thrive in a fast-paced, deadline-oriented environment. A team player with the ability to communicate clearly and learn quickly with a high level of detail.

Experience

General Dynamics Mission Systems, 400 John Quincy Adams Road, Taunton, MA

Principle ILS Technician/Support Manager

Reviewed vendor evaluations, repair quotes and prepared/requested PO’s; utilized the Maintrack database to ensure POs were added on time; approved invoices for accounts payable; supported buyers with vendor product pricing

Collaborated closely with vendors to support customer service with exceptional customer satisfaction by informing them of unit repair cost, shipping dates, projected delays, and any additional information needed

Conducted meetings with vendors to maintain a timely quote and repair cycle time consisting of 100+ quotes per week and reported repair issues to management during weekly meetings, managed an excel spreadsheet of over 1000+ repairs

Successfully met a 72 hour Turn-Around-Time (TAT) at 100% by ensuring product was received at customer/military sites

Managed Out of Warranty/Other Than Fair Wear and Tear (OTFWT) worksheets and parts requests using Maintrack database, IFS and PDMLink

Supported the development of personnel at military bases by providing timely, meaningful feedback utilizing CHS procedure manual

Collaborated with employees/management at RSC’s regarding issues pertaining to the CHS program; researched solutions and helped resolve issues to maintain a steady work flow

Business Ops Analyst II Depot

Provided support to Depot WIN-T Inc1, Inc2, and Inc3 RSC’s by utilizing Guardian SW and SharePoint/Alliance for updates, research, and processing data

Prepared and submitted OTFWT equipment for Gov’t PM through GD Drop Box/SFT

Produced Depot reports utilizing Crystal Reports and Business Objects SW

Requested and expedited RMA numbers from vendors

Created purchase requisitions, vendor quotes, expedite purchase orders and approve invoices for payment through Markview

Checked and processed failed equipment from failure table

Acted as primary person responsible for supporting the System Support Hotline and call log for customer

Furnished scrap material documents to Government personnel

Business Ops Analyst II Program Management

Provided support to Director, PMs, and staff for WINT INC1, Inc2, and Inc3, including Subcontracts on an as needed basis

Utilized Livelink Knowledge Manager for the WIN-T Inc 1, Reset and RHN groups

Accurately maintained Reset Vehicle Status Reports, prepared status charts for weekly customer meeting, verified Reset shipments and ordered and tracked ECUs for reset

Requested shipping letters from Gov’t customer ensuring DODAAC and COMSEC addresses were correct for units

Generated DD1149's and DD250’s for shipping TACLANES and Master Crypto Ignition Keys (CIKs)

Processed and expedited purchase requisitions using ESM

Maintained Project Files through the Livelink repository

Updated project management central color charts

Prepared presentations; program reviews, status reviews, info packages: prepared presentation packages for GDC4S management and customer status reviews

Scheduled and performed all logistics for internal and external customer meetings

Administrative/Proposal Administrator for Business Development Ops

Consistently demonstrated outstanding administrative support to members of SPBD, including travel arrangements, reimbursement requests, PowerPoint presentation development, meeting organization, supply ordering

Established BDD databases for proposal teams such as awards and proposal re-use material, assisted in coordination of final proposals for submission, incorporated changes to MS Project schedules during proposals

Organized, administered and maintained proposal center facilities and maintained training records

Education & Training

Bachelor of Science in Management, Lesley University, Boston MA (2006)

Proficient in Microsoft Office, SharePoint, Alliance, LiveCycle, ESM, IFS, PDMLink, Guardian, Business Objects, GD Drop Box/SFT, Crystal Reports, MS Project and Maintrack

Contact this candidate