Customer Service Manager

Profile

International Trade Compliance professional with extensive experience in both import and export regulatory compliance and operations focusing on classifications, origin determinations, trade reviews, supply-chain security, risk management, SAP reporting and customs clearance for global, Fortune 500 companies. Over 20 years of Administrative/Managerial experience in various industries.

Employment History Detail

HELPtouchHEAL (HTH), Inc., (Non-profit) Stratford, CT (January 2010 – Present)

President/Founder

• Founded and incorporated philanthropic organization specializing in providing free services to cancer patients and their families.

• Originated all required documents for 501(c)3 tax exempt status.

• Hired leadership team, executive board members and volunteer staff.

• Oversees all accounting functions including those necessary for auditing, budgeting, financial analysis with generally accepted accounting principles.

• Handles all aspects of human resource management for up to 27 employees including but not limited to hiring and termination, developing position descriptions and training.

• Interacts with other personnel and organizations, such as the City of Bridgeport, Chamber of Commerce, St. Vincent’s Hospital, Yale and other cancer-affiliated nonprofits.

• Is responsible for grants and contracts management including negotiating funding agreement terms that reflect the needs of HTH; coordinates with legal advisors to finalize agreement terms; monitors progress of agreements and maintains agreement documentation to ensure fulfillment of agreement terms including receipt and expenditure of funds.

• Develop current and long-term organizational goals and objectives as well as policies and procedures for HTH operations. Establishes plans to achieve goals set by the Board of Directors and implements policies, subject to approval by the Board of Directors.

• Works closely with volunteer members to ensure they provide cancer patients with appropriate support

• Negotiate with vendors, business owners and churches in order to organize fundraisers. Responsible for managing all areas of operations for fundraisers.

• Conduct seminars, group and individual care sessions for cancer patients and their families. Keynote speaker at cancer organizations, ministries and women groups.

PerkinElmer, Shelton, CT (February 2008 – September 2009)

International Trade Compliance Specialist

Established and maintained Import and export controls for Shelton, CT site.

Worked with customs brokers, engineers, and purchasing teams to maintain a database of Harmonized Tariff Classifications with over 50,000 active parts for all instruments / parts. Provided documentation to brokers and maintained internal records in order to file for AES.

Obtained binding rulings from Customs concerning the classification of specific products.

Recommended and initiated entry rework and protests as required. Prepared responses to Requests for Information (CF28’s) and related disclosures and voluntary tenders.

Supported Purchasing teams and other facilities to render Country of Origin determinations under MFN (NTR) /WTO and NAFTA rules as well as prepared responses to requests for Certificates of Origin, Manufacturing affidavits, and NAFTA/ CAFTA certification.

Interfaced with shipping/fulfillment team and customs broker with regard to classification, clearance and release of imported and detained shipments.

Worked with purchasing team to evaluate sourcing decisions and develop cost savings strategy for same, including tariff and other import costs in the decision making process. Included evaluation of potential advantages of foreign trade zone.

Evaluated WTO and U.S. regulatory requirements and established new procedures that ensured compliance with Custom’s Regulations, including training of other teams and sites in Country of Origin/Marking and Valuation issues/ accurate invoice descriptions for classification purposes/ 10 + 2 filing requirements.

Supported internal teams and customs broker to establish an automated record retention program. Made determination whether shipments required FDA, TSCA, Bearings clearance (anti-dumping) and provided appropriate forms/paperwork to broker for successful customs clearance.

Liaised with various departments to correct and proof import and export documents for Applied for export licenses via BIS website, for items that involved nuclear proliferation.

Made sanction party list determination and assigned ECCN classification using GTS/ SAP tool.

Conducted self, departmental and Broker audits – including review of liquidation status - on monthly basis.

Attended various trade symposiums in New York and Washington D.C. to improve skill set.

Eastman Kodak Company, Norwalk, CT (May 2005 – February 2008)

Specialist, Global Import & Export Trade Compliance

Resolved shipping matters by communicating with the customs brokers and freight forwarders.

Generated, evaluated and distributed NAFTA and CAFTA Certificates.

Supplied certificates of origin and researched various global trade agreements to promote company savings.

Managed various international projects involving duty, savings, C-TPAT, and compliance manual.

Ascertained pertinent information from company and/or vendors, scientists and engineers to classify photographic machines, parts, chemicals, and marketing materials.

Primary point of contact for Global Import/ Export Compliance Department.

Responsible for releasing embargoed and denied party list shipments around the world.

Trained regional offices to produce commercial invoices for their own facilities, removing function from Norwalk compliance department entirely.

Responsible for providing updated HTS classifications in SAP, of more than 10,000 parts/items shipped worldwide.

Performed monthly audits on shipments worldwide. Approximately 4500 shipments for our division annually.

Provided leadership when Global Import/Export Compliance Manager is traveling.

Participated in monthly and weekly meetings with service providers, in an effort to negotiate savings and evaluate latest technologies.

Produced and participated in vendor presentations.

Carlson Wagonlit Travel, Stamford, CT (August 2000 - February 2005)

Office/Facilities Manager/Executive Administrator

Prepared, submitted, and maintained documents for ARC and IATAN licensing for northeast region.

Coordinated and arranged site and off-site meetings as well as managing President and Executive Vice President scheduling and travel arrangements

Facilitated special projects for Operations and Executive Management.

Oversaw maintenance personnel.

Coordinated office moves and reconfigurations at headquarters and northeast region site branches.

Liaised between Northeast region and regional accounting department.

Served as a Notary Public

Coordinated vendor presentations.

Liaised between vendors and executive management.

International Paper, Stamford, CT (June 1999 - August 2000)

Senior Coordinator

Coordinated executive transportation for CEO and 60 Vice Presidents.

Performed administrative duties for Facility Management team and for regional sales office.

Verified department budgets on a monthly basis.

Responsible for devising and implementing various projects to streamline departmental operations.

Provided assistance to Meeting Planner in making reservations for conference rooms, dining rooms and special functions.

Responsible for hiring temporary help as necessary.

Boston Mortgage Capital, Fairfield, CT (February 1998 – June 1999)

Production Assistant

Researched demographical information via internet and written media to compile packages for prospective lenders.

Photographed properties for annual site inspections in Fairfield and New Haven County and prepared prospectus packages,

Conducted site inspections on various properties in the NY/Connecticut Tri-state area.

Maintained servicing files.

Coordinated and co-produce production report for bi-weekly meeting.

Performed general administrative duties.

Trilegiant (formally Cendant Corp.), Trumbull, CT (February 1996–February 1998)

Customer Service & Research Analyst

Provided Customer resolution for billing or credit inquiries.

Contacted various retail and financial institutions for resolution

Resolved credit disputes from client cancel forms.

Meet turn-around deadlines for research resolution.

Education

University of Bridgeport – Bridgeport, CT - 1989-1991, 2006-present

Jane Addams Vocational High School, Bronx, NY and Aylestone Community High School, London, England

Other Experience - Microsoft Office Suite, Lotus Notes, SAP, CROSS, Notary Public

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