Customer Service Call Center
Resume:
Janine Renfroe
Palm Springs, CA *****
**********@*****.***
No recruiters/agencies please.
Authorized to work in the US for any employer
Work Experience
Buyer II/Procurement/Stockroom
California Institute of Technology - Pasadena, CA
November 2014 to Present
Responsibilities
Extensive customer service in person, on the phone and online. Worked with with Famis and currently Aim software to order parts and ensure accuracy and timeliness of deliveries and record keeping of parts ordered, disbursed and returned for all trades. Worked in Oracle to check and make any changes necessary involving costs so all items such as receipts matched. Reconciled credit card for all purchases. Worked on Project Management team to develop, plan and implement new procedures for procurement of all facility maintenance parts for all technicians, request quotes when necessary, and place orders by creating Purchase Orders through Tech Mart with various vendors and also through the stockroom, while helping with inventory control. Checking to make sure orders are received in a timely manner as promised by vendors, and that technicians are kept informed of delivery dates and any issues that may arise concerning their orders.
Accomplishments
Helped write the SOP for our Material Management Team. Wrote the SOP at JPL for the Call Center. Skills Used
Customer service skills, ability to mulit-task and problem solve, organize and delegate when necessary. Good logistics and planning skills.
Staff Assistant II/Payroll Account Monitor
California Institute of Technology - Pasadena, CA
June 2014 to November 2014
Responsibilities
Monitored payroll of 7 facilities departments, filled in for the other PAM and monitored payroll for her departments for 2 weeks, including the fairly complex transportation department. Made sure all vacations, sick leave, etc were accounted for in Kronos, made sure proper documents were received from human resources for various issues.
Skills Used
I learned quickly and was able to cover two weeks of the other PAM's time keeping while she was on vacation, did all the work necessary without the necessity of overtime. Staff Assistant II Business Administration
JPL/NASA - Pasadena, CA
January 2014 to April 2014
Assist staff with requests for various issues. Supported two groups: Data Management Systems And Technologies and Science Data Engineering And Archiving. Helped support other groups as necessary for a total of 80 people. Processed and coordinated foreign and domestic travel and expense reports, ordered items using iProcurement. Assisted with JPL-ID and visitor requests, monitored and maintained calendars for division employees. Coordinated and reserved conference rooms and ensured everything was operable and available. Assisted with office logistics (moving from one building to another, including all equipment and furniture). Ensured all cubicles and break areas were set up as requested. (White boards, etc). Set up and maintained files. Monitored and distributed mail. My previous experience working in Facilities has been an asset in this position as I knew who to contact for various issues and how to get issues resolved in a timely manner. This was a temporary position. Call Center-Work Order Dispatcher/Administrative Assistant JPL/NASA/Emcor - Pasadena, CA
April 2006 to May 2012
Developed and implemented comprehensive call center procedure to ensure efficient dispatching/ tracking of work orders and customer satisfaction. Manage work order systems (MAXIMO 7.5) and call center to prioritize work orders daily for 32 technicians engaged in a variety of tasks including HVAC, plumbing, electrical, carpentry and general maintenance. Assisted Superintendent with coordination of work distribution to technicians. Researched customer complaints and worked with lead-men and technicians to provide solutions. Provided work order information and cost reports to managers and customers when requested. Assisted Resource Manager with interviewing. Assisted Planner by processing roster for subcontractors and vendors' approval for on-site access Trained new employees on computer programs and provided ongoing technical support and training to technicians for work order tablets. Developed training guide for Maximo 6.1, Computerized Maintenance Management System. Trained staff on Maximo 6.1, 7.0 and 7.5 procedures and use. Office Manager
Bob & Jack Trucking Co., Inc. - Commerce, CA
June 1993 to June 2000
Daily coordination of all office functions for an intrastate delivery business. Processed payables and bank reconciliations, generated customer invoices and maintained accounts receivable ledger and collection receipts. Prepared bank deposits. Set up new vendor accounts and maintained vendor contract files. Reviewed all new-hire employee paperwork and health insurance forms for submittal to appropriate entities. Researched and negotiated fleet insurance and maintenance contracts for company vehicles and processed required paperwork for new and renewed registrations. Ordered office and shop supplies, tools and equipment as needed. Maintained petty cash account. Documented and maintained all required safety and OSHA compliance information. Acted as backup to scheduling & dispatch department. SKILLS:
Aim facility software, Microsoft Office Suite, Outlook, Lotus Notes and Web Based programs. iProcurement, Concur Travel, Calendering, Docushare, CMMS System MAXIMO 6.1, 7.0 AND 7.5, BIRT Reports, Nextel two way radio, multi-line phone systems. FX dispatch system. LINC A/P software. Kronos time keeping, and labor entry and material costs in Famis. Excellent communication skills, able to work with others and with little or no supervision. Excellent coordinating, organizational and prioritizing skills, Excellent grammar skills, able to work efficiently in a fast paced environment and with all levels of management.
Education
B.A. in Philosophy
University of La Verne - La Verne, CA
2002 to 2004
Real Estate License
2002 to 2002
Legal Assistant/Paralegal Certification
American Institute of Paralegal Studies - Chicago, IL 2001 to 2002
AA in Journalism and Communications
Citrus Community College - Glendora, CA
1999 to 2001
Emergency Medical Technician 1A Certification
Citrus Community College - Glendora, CA
1997 to 1998
Skills
• MIcrosoft Office, AiM, FAMIS, Maximo, Outlook, Aim, Techmart, Oracle, Internet Research, Excellent communication skills, verbal and written. (10+ years)
• Bank Reconciliation
• Materials Management
• Procurement (6 years)
• Facilities Maintenance (10+ years)
• Administrative experience (10+ years)
• Front desk (10+ years)
• Microsoft Word (10+ years)
• Kronos (1 year)
• Accounts Payable (8 years)
• Accounts Receivable (8 years)
• Time management (10+ years)
• Customer service (10+ years)
• Purchasing (6 years)
• Supply Chain (8 years)
• General Ledger Accounting
• Event Planning
• Negotiation
• Project Management
• Payroll
• Interviewing (8 years)
• Sourcing
• SAP
• Human Resources
Additional Information
Employee of the quarter 2011 at JPL/NASA/Emcor
Spot Award/Recognition Award 2015 at Caltech. Helped implement new program and department.
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