April Flaugher Email & Phone Number

Sunnyvale, Ca

Sunnyvale, Ca

Ensure the accuracy and quality of information contained within the various system used within the Customer Services logistics organizations for support of contracted customers.Work closely with the Global Planning team, Inventory Management, external vendors and partners, and other organizations to monitor, validate and maintain the data and to correct exceptions as discovered.Perform User Acceptance testing for implementation of SAP system.

Palo Alto, Ca

Order Administration for Repair Center orders as well as for warranty replacement orders for customers in Asia. Evaluate customer forecasts, determine if in line with historical usage. Submit Spares group forecasts to XIP Logistics group. Service as primary interface for Service Repair centers for spare item requirements, forecasts, expedites. Coordinate United States customer installs with Xerox and customer. Provide analysis of returns of current released product.

San Mateo, California

Supervised five employees and created order management processes. Served as account manager for major corporate accounts, including AT&T, Verizon, and T-Mobile. Handled escalation support and employee development. Reviewed customer orders entered by order management customer service representatives and verified adherence to all established processes. Provided biweekly feedback with customer service representatives to improve productivity. Monitored customer scorecards to ensure customer rating scores above 92%, reducing customer penalty fees.

Palo Alto, California

Managed major reseller and carrier accounts, including Target, Best Buy, and Navy Exchange. Participated as Order Management subject matter expert in implementation of new planning tool. Researched validity of customer fees for delivery non-compliance. Filed disputes with major reseller accounts for invalid non-compliance fees. Ensured product availability by collaborating with operation group and utilizing customer forecasts. Reduced average number of customer fees for delivery non-compliance by 93%, from average of 30 orders per month to average of two orders per month.

Sunnyvale, California

Supported customer service global planning organization by ensuring proper maintenance of Servigistics planning tool. Led user acceptance testing for large system; mapping changes to Servigistics system, used development system to test results and pushed changes to production environment. Verified accuracy of data feeds from Clarify into Servigistics. Led enhancement performance improvement projects for Servigistics application. Informed Servigistics support team and Juniper IT team of system mapping errors and required enhancements. Created training documentation and provided training to repair vendors on system usage.Ensured availability of spare service parts at stocking locations to support customer contracts. Maintained 99% fill rate for spare parts stocking locations. Reviewed inventory within company stock and repair facility repair inventory locations to ensure no discrepancies. Researched and resolved discrepancies. Evaluated End Of Life (EOL) product buys to ensure customers supported for EOL period, using most cost-effective positioning for company. Interfaced with program project managers to ensure customer and company objectives met in cost-effective manner.

San Jose, California

Served as primary point of contact for eBay users regarding payment or credit charge issues. Reviewed emails from users, determined payment schedules were met. Ensured daily processing of ACH (Automated Clearing House) transactions by reviewing reports from Wells Fargo for returned items and rejected payment deposits; worked with Wells Fargo and customer to resolve rejected payments

Santa Clara, California

Reduced email response time from average of 5.3 minutes per email to 1.2 minutes by creating standardized email reply templates.

San Jose, California

Supervised and counseled nine team members as part of career development to ensure meeting company established quality standards.

Santa Clara, California

Improved customer satisfaction by achieving 50% reduction in customer order delay time through interfacing with manufacturing and materials management groups.

Santa Clara, California

Coordinated with several departments to implement new parts order process, reducing order acknowledgment and status notification time by 25%. Led integration of 700 field personnel and 10,000 customer sites within six regions, including Canada, into automated dispatch system; resulted in centralized dispatch system providing full-time access for customers.