Customer Service Legal Assistant

RHONDA GODETTE HANKINS

*** ***** **** ***** 919-***-****

Wilmington, NC 28405 *************@*****.***

SUMMARY

Over twelve years of extensive fast track experience in multiple functions within a warehouse manufacturing environment and an office environment, with emphasis on order fulfillment and procurement, transportation coordination and export documentation processes. Highly skilled in all functional areas of international and domestic shipping to include, but not limited to, customer service and satisfaction, trade and compliance regulations, troubleshooting and problem solving. Professional leader with proven skills in team building/empowerment, process development/improvement and strategic planning.

PROFESSIONAL EXPERIENCE

Brock and Scott, PLLC - Wilmington, NC

A leading law firm specializing in foreclosures and sales Legal Assistant September 2011 - March 2012

● Processed the sales for the clients in South Carolina

● Assistant in the foreclosure process preceding sales Accentuate Staffing - Raleigh, NC

A contractor and staffing company in the Triangle area Export Documentations Specialist April 2009 - October 2010 In an office environment, contracted to the export shipping department of Glaxo Smith-Kline (GSK)

● Prepared GSK’s export documentation invoices for international shipping

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Nortel - RTP, NC

A leading company in the telecommunications industry 2

Order Fulfillment Specialist June 2008- March 2009 In an office environment, responsible for providing quality service to Nortel’s customers in the CALA wireless/wireline accounts

● Conduct weekly conference calls with the CALA order management team and discuss the

● status of pending orders via order board, email or phone.

● Manually download merchandise orders for all regions into Nortel’s Legacy systems from SAP

● Respond to all escalations within 2 hours and follow up, making sure they are being handled properly.

KN Lead Logistics (KNLL) - Morrisville, NC

4th party logistics company specializing in multi-client logistics management Logistics Execution Manager August 2006 - June 2008 In an office environment, lead logistics professional with various responsibilities for multiple KNLL clients, such as:

Connexion by Boeing (CbB}:

● As the inventory manager for the client, accountable for the management and tracking of all returned customer inventory following the closure of client account

Provide end to end supply chain visibility

■ Systematically monitor all part movements

■ Manage all inventory at rest and in transit

■ Integrate and manage the service providers’ systems to cover operational levels of the buyer’s supply chain

Manage inventory control, accuracy and reporting

■ Track global customer and warehouse inventory

■ Manage part movements and adjustments in the buyer’s and seller’s systems

■ Provide updated reporting on any open box inspection discrepancies and provide a root cause analysis

■ Provide and maintain a current status of all returned material on a monthly basis

Celestica Incorporated:

● Create export documentation for client shipments

Provide monthly statistics on order shipments and issues

Document each shipment in a concurrent database

Philips Health Care Systems:

● Assist in creating and initializing their claims management process 3

Develop a step by step process flow for the return and replacement of lost or damaged parts

Xerox Incorporated:

● Create and update accounts for carriers in their locations in Canada

Establish and provide account information for the carriers used in their beyond-point consolidation locations

International Transportation Coordinator February 2006 - August 2006 In an office environment, responsible for the provision of the export documentation and the tracking of shipments for the CbB account

● Prepared an invoice and a shipper’s export declaration (SED) for all international shipments

● Organized carrier pick up for all shipments, domestic and international

● Prepared reports that documented all transportation issues and concerns, focusing on customs compliance

● Conducted secondary audits on shipments and distributed an advanced shipping notice (ASN) on shipments once exported

Kuehne + Nagel (KN) - Durham, NC

Logistics company specializing in freight forwarding and 3rd party logistics management Export Documentation Coordinator April 2004 - February 2006 In an office environment, responsible for creating customs documentation for international shipments in Europe and Latin American countries for the Nortel account

● Prepared all invoices, paying close attention to customs requirements

● Completed preliminary audits on every shipment

● Submitted weekly metrics providing shipment updates

● Orchestrated the implementation of a new receiving process, which increased productivity Order Assurance Coordinator November 2000 - April 2004 In an office environment, responsible for tracking and maintaining records for international orders in Europe, the US Military and Motorola accounts for the Nortel account

● Tracked all order material as it was received into the facility and prepared it for shipping

● Participated in weekly conference calls, providing updates on the order schedule

● Maintained records of all order activity via order boards and daily reports

● Spear-headed a company focus group which concentrated on building employee morale 4

IBM Corporation RTP, NC

Major company in the computer industry, computer parts and accessories GARS Administrative Coordinator November 1999 - November 2000 In an warehouse environment, responsible for all the system transactions for the distribution warehouses for IBM; essential in the start up of the recovery warehouse in RTP, NC

● Completely tracked each order from order creation to customer receipt

● Represented the RTP department in weekly teleconferences and meetings with the home office in Endicott, NY and provided monthly metrics

● Maintained the warehouse was in compliance with ISO 9000 regulations

● Administered weekly self audits and kept an audit-ready inventory at all times

● Maintained 100% accuracy of every audit in 2000

Control Center Coordinator August 1999 - November 1999 In a warehouse environment, responsible for the tracking of shipments for the 90J, 90M, PC Wares and 690 OverflowWarehouses

● Created and organized all orders from a database and distributed them to each warehouse daily

● Tracked all shipments from creation to destination, concentrating on past due shipments

● Investigated any orders issues and performed minor troubleshooting

● Corresponded with other employees via Lotus Notes

● Based on outstanding leadership and organizational skills, I was selected to organize the set up of a new RYT Warehouse in RTP out of a team of 50 employees Production Specialist October 1997 - August 1999

In a warehouse environment, responsible for preparing and shipping orders for the PC Wares Warehouse (customers who are IBM employees)

● Daily confirmed that all orders shipped via an IBM database (OASIS)

● Trained new employees on the PC Wares assembly line

● Assisted the department lead in the new SAP software training for all employees Carpenter’s Water Treatment Systems - Durham, NC

Company in the water treatment industry, marketing RainSoft water treatment systems Assistant Marketing Manager August 1996 - December 1997 In an office environment, responsible for the training and supervision of the telemarketing department

● Prepared all reports presented to the department conducted daily motivational meetings

● Assisted the marketing manager in conducted interviews for telemarketers and making hiring/firing decisions

● Supervised telemarketers and assisted with any questions or issues 5

● Scheduled appointments for sales representatives to visit potential customers All Star Satellites Inc. - Kinston, NC

Small satellite cable business

Assistant Office Manager March 1996 - August 1996

In an office environment, responsible for setting up and updating all customer accounts

● Conducted interviews and hired new telemarketers

● Served as a liaison between the finance companies and the customers

● Handled the overall daily functions of the office Home Cable Inc. - New Bern, NC

Satellite cable company specializing in providing cable to rural areas of the country Assistant Programming Manager August 1993 - September 1995 In an office environment, responsible for the overall handling of customer accounts in the programming department

● Activated customers’ programming and transactions daily

● Conducted interviews to hire appointment setters and programmers

● Handled all incoming and outgoing monies, making daily bank deposits Office of Information Technology - Chapel Hill, NC IT office located on the campus of the University of North Carolina at Chapel Hill Compter Lab Assistant August 1991 - July 1993

In an office environment, responsible for assisting students and faculty with various hardware and software issues in multiple computer labs on campus

● Assisted users with minor trouble shooting in the labs and on the phone

● Maintained the safety and security of the lab at all times

● Assisted or substituted for other lab assistants working at other labs on campus Education

High school diploma, 1988

New Bern High School in New Bern, NC

6

Bachelor of Arts in Industrial Relations

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