Amanda Cruz Email & Phone Number

Mountain Lakes, New Jersey

Greater New York City Area

Accountable for delivering an exceptional client experience for high-value clients including Canon, Zensar, Avaya, Park Place, Schneider Electric, Exagrid, Civiq and Burroughs representing a total revenue of $13.5M and 25% of the company’s total order volume. Represent complete spectrum of services, infrastructure, and processes to clients. Key project lead to transition Burroughs from manual order entry to API which eliminated redundant workload, saved client $10K in charges, and increased efficiencies for both Client and company. Address client objectives and provide solutions using a consultative approach. Generate opportunities for technology enhancements and EDI upgrades which improve process efficiencies. Strengthened client relationships through the development and implementation of corrective action plans in collaboration with subject matter experts utilizing analysis of recurring failures. Improve operational efficiencies through internal collaboration to share and implement best practices. Create unique program solutions to address client needs based on business requirements. Lead project manager for client pull back projects. Develop strategic communications to ensure alignment, performance management, and solutions delivery. Present monthly KPI reports, identifying and communicating new business opportunities.

Managed high-profile client accounts including Arista Networks, Signature Technology, Telmar, Zensar Technologies, Schneider Electric, and Canon Solutions America representing a total revenue of $10.4M and 15% of the company’s total order volume. Decreased inventory discrepancies for key account by 65% and increased customer satisfaction. Established relationships across the organization and collaborated with key stakeholders to drive down internal labor constraints and cost to these clients. Organized Quarterly Business Reviews providing metrics and strategic project development opportunities. One of first recipients of Choice 3.0 Recognition for exemplifying company’s core values.

Greater New York City Area

Lead team of 25 call center representatives in the US and Netherlands. Accountable for managing all escalations, monitoring incoming order queue, and aligning with key stakeholders to ensure consistent order management and operational goals were met for more than 70 clients and 200 vendors globally. Improved operational efficiencies through the introduction of new training standards, reducing new hire readiness from 4 to 2 weeks. Maintained an on-time performance NET goal of 98%. Conducted new hire training classes and continual just-in-time training for all call center representatives.Awarded Employee of the Quarter for high-profile account Cisco Systems in 2013

Greater New York City Area

Accountable for assisting clients with placing orders via phone and email, while monitoring all live jobs to ensure orders met client SLAs. Resolved service issues on behalf of clients with more than 200 vendors.Served as an escalation point for Dispatch Coordinators and Field Service Managers.Proactively provide solutions for order issues to clients and technicians.Communicated order updates and escalations in real-time via proprietary order management system.Coordinated and communicated successful deliveries navigating between numerous systems: vendor databases, client databases, order management system, Outlook, Salesforce, and Google.

Greater New York City Area

Accountable for creating & processing live orders for more than 50 clients globally via phone and/or email. Ensured confirmation of client orders in a timely manner.

Greater New York City Area

Accountable for monitoring live orders for Dell, Inc. ensuring jobs were picked up and delivered on time.Proactively problem-solved live order issues to ensure delivery standards and client SLAs were met.

Greater New York City Area

Monitored high-volume of live orders for more than 30 clients and obtained pick-up times and proof of delivery information required to close out orders from vendors.

Associate Of Arts - Aa, Liberal Arts And Sciences/Liberal Studies

High School Diploma, Communication And Media Studies

Activities and Societies: Honors Society