Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Exceptional customer care professional who addresses inquiries and resolves problems as they arise.
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Exceptional telephone etiquette
04/2008 to Current
Account Logistics ManagerAlcatel-Lucent/Nokia – Atlanta, GA
Support all orders from CenturyLink (5th largest Telecommunications provider in North America)
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Solved unresolved customer issues.
Followed-through on all critical inter-departmental escalations to increase customer satisfaction.
Effective liaison between customers and internal departments.
Communicated with dispatchers, warehouses and customers regarding outgoing orders.
E-mailed suppliers, carriers and customers with shipping updates.
04/2007 to 03/2008
Material Operations ManagerAlcatel-Lucent – Atlanta, GA
Focused beyond current orders to assist with Project Planning
Prepared the Supply Chain for incoming business and driving solutions to customer specific requirements
Maintained communications with Demand Planning and Program Management organizations, as well as Sales to stay aware of future opportunities
First level of escalation in Order Fulfillment to resolve supply issues, expedites and escalations.
10/2004 to 03/2007
Operations ManagerLucent Technologies – Atlanta, GA
Managed seven Material Managers that handled all material deliveries for a multitude of Lucent's customers in the North America region
Managed all orders to a determined Customer Requested Ship Date and addressed any issues that arose from those ship dates being in jeopardy
Participated in meetings to address issues with meeting Customer dates (material allocation calls, shortage and sourcing issues)
Handled all Proof of Delivery requests
Tracked material from multiple vendors
Coordinated weekly calls with Product Management, Program Management and suppliers to discuss issues and plans of action in dealing with deliveries and shortages
12/2002 to 10/2004
Order Fulfillment ManagerLucent Technologies – Atlanta, GA
Managed a team of Order Fulfillment Analysts that entered purchase orders for all of Lucent Technologies North American customers
Worked with Sales teams, Customers and internal organizations to ensure the accurate and timely processing of purchase orders
Pursued corrective actions when business objectives were not met
While in position, Lucent Technologies converted to SAP, and I was involved in implementation and training
02/1998 to 11/2002
Program ManagerLucent Technologies – Atlanta, GA
Collaberated with the Senior Program Manager, Customer, Sales Team, Engineering, Installation and Contract Administration to meet customer requirements and schedules
Supported several different CLEC customers with Data, 5ESS Growth, Power and Transmission deployments
Single point of contact for the customer for post-sale deployments and pre-sale inquiries
Hosted conference calls to provide updates and address potential issues
Defined clear targets and objectives and communicated them to other team members.
Monitored timelines and flagged potential issues to be addressed.
01/1996 to 01/1998
Scheduling SpecialistLucent Technologies – Atlanta, GA
Responsibilities included the interaction between Project Management, Installation,
Engineering and the Global Provisioning Centers to obtain materials, schedules and
installation intervals required to meet customer dates.
Maintained close contact with the Provisioning Centers to assure delivery as well as expediting critical material to customer job
Analyzed customer orders and placed through the appropriate Global Provisioning
Center in order to guarantee timely delivery to customer job sites.
01/1990 to 01/1996
Financial AnalystAT&T – Atlanta, GA
Responsibilities included the analysis of various Accounts Payable accounts, including
Liability and Control accounts.
Performed book-closing procedures on a monthly basis, daily system maintenance and various accounting adjustments impacting book-close.
all foreign currency transactions and completed accounting adjustments related to these transactions.
Consolidated financial data and materials for key leadership meetings.
Facilitated successful internal and external audits through sound and thorough documentation.
Researched and resolved accounts payable discrepancies.
01/1988 to 01/1990
Reservations CoordinatorAT & T – Atlanta, GA
Responsibilities included the resolution of reservations for 8 Manufacturing locations across the country.
This required constant contact with Purchasing and Receiving personnel at the Manufacturing locations as well as the suppliers submitting invoices for payment.
01/1984 to 01/1988
Invoice ClerkAT & T – Atlanta, GA
Responsibilities included the manual processing of invoices for payment through AT&T's Accounting system.
process included checking past due invoices, credits and reservations before processing the
invoices for payment.
Invoices consisted of realty leases, equipment leases, car rentals and the entire Federal Systems account with AT&T Information Systems.
Bachelor's Degree: Accounting Kennesaw State University - Kennesaw, GA President's List and Dean's List
None: University of Georgia - Athens, GA Attended from 1979 -1983, but did not obtain a degree
Accreditations I have obtained my Master's certification in Project Management from Stevens Institute of Technology (June, 1999).
I am currently a member of the Atlanta Lawn Tennis Association as well as the United States Tennis Association. I compete in locally sponsored tennis tournaments and play basketball and golf. I have coached all three of my children's teams in softball, baseball, basketball and tennis.