Customer Serive Rep/Quality Assurance Specialist

Posted on: 2006-05-24

Summary Client Services with an emphasis in Quality Assurance with a proven track record of developing and implementing the programs needed to ensure long- term success of worldwide organizations and managing the e-commerce portion of the sales force. Career highlights include SAP experience in Sales and Distribution module, quality assurance, technical writing, document control and management, project management, and bringing various business groups and departments to together to achieve a common purpose. Technical Skills SAP Super User, MS Word, MS Excel, PowerPoint, Internet Explorer, Netsential e-commerce applications, Growth Power, ESM Contact Management Software Experience GretagMacbeth, LLC New Windsor, NY Quality Assurance Specialist and Client Service Rep. 1997 - Present • Implemented ISO 9001-2000 worldwide. Created and chaired a management team of employees to perform internal audits and training sessions that accomplished the goal of achieving and maintaining ISO certification. • Develop and maintain databases for the quality assurance department to monitor supplier and internal quality performance programs. These databases save the company $100,000 in efficiencies per year. • Trained SAP super user. Chosen by upper level management to implement SAP for sales and distribution in North America. Trained worldwide sales team on how to use the SAP system. • Manage all aspects of customer service and order fulfillment for the e-Business department. Processed $2.5 million dollars worth of business in 2005. • Personally chosen by the e-Business director to manage all customer relations and order processing worldwide as the department expands in 2006. • Proactively communicate to all customers when potential issues arise with their orders. This approach has caused a 30% decrease in customer complaints. • Handles trunk lines of 80 to 100 calls per day with Customer Service associates plus two private lines. • Order Entry – averaging 25 to 30 orders per day. Middletown Recreation and Parks Department Middletown, NY Program Coordinator, Instructor 2003 - Present • Founded a program for children and teens interested in the performing arts to learn drama, dance, and vocal instruction. • Develop all sales and marketing strategies for the program. These strategies have increased enrollment from 0 to 40 full time students. • Produce and direct two performances per year that the entire student body participates in. These performances are consistently produced within budget with very little outside funding. • Instructor of Children’s Drama, Tap and Musical Theatre Dance. • Maintain good rapport with the parents/guardians of the students. Education AA - Liberal Arts - Orange County Community College High School Regents Diploma, Middletown High School