Kimberly Nguyen Email & Phone Number

San Jose, Ca, Us

Provide invoicing support to internal sales team and customers, while building a good relationship with both. Workingcross-functionally with Accounts Receivables, Inventory, Regulatory, Pricing and Revenue Operations.● Responsible for account management, order entry process, and invoicing for 2 specified regionsand covering additional regions as needed. Processing the highest number of invoices month overmonth; an average of 150-200 per month.● Review and validate purchase orders, PO request sheets, customer pricing/contracts and DBRFs tocreate sales orders in ERP system (QAD). While creating workflows in electronic storage system(Docuware); ensuring all required documents are compiled within established KPIs and followingSOX compliance.● Working closely with sales team and customers to resolve any sales order or PO discrepancies,warranty replacements, or credit and debit memos; ensuring that invoices are generatedaccurately and within established KPIs.● Ensuring all customer files are complete, up-to-date and accurate, and that all the requireddocuments are on record related to invoicing and auditing requirements.● Provide Open Sales Reports weekly (or as needed) for assigned regions along with any additionalreporting that is requested.

Sunnyvale, California, United States

Provided support to customers and internal Sales Team with a focus on good patient outcomes. Worked cross-functionally with Finance, Marketing, Quality, Regulatory, Clinical, Office of Medical Affairs, Operations, and Supply Chain.• Processed Sales, Bill Only, Trunk Stock, and RMA orders with accuracy and urgency.• Performed monthly Trunk Stock audits and worked with Sales Team to resolve any discrepancies.• Set up new customer accounts.• Provided Phone and Email support to customers and Sales Team.• Worked collaboratively with customers and internal teams to resolve shipping and billing discrepancies.• Created detailed Work Instructions and SOPs for new hire onboarding and training.• Managed New Vendor forms and applications, working closely with Clinical, Regulatory, and Office of Medical Affairs to ensure accuracy and compliance.• Organized, developed, and maintained a central database for resources, vendor records and FAQs, internal documents, and customer records.

Sunnyvale, California, United States

Managed daily activities for production planning, purchasing, fulfillment, and Supplier maintenance. Worked cross-functionally with Quality, Regulatory, Logistics, R&D, Manufacturing, Product Development, Finance, and Commercial Operations.• Performed regular reviews of inventory for manufacturing supplies, raw materials, subassemblies, and finished goods.• Worked closely with Materials team to monitor stock levels in accordance with the build plan and usage rates.• Supported the implementation of MRP in ERP system and supported Supply Chain in running MRP reports.• Managed MRP for the production line in accordance with build plan.• Performed what-if analysis and mitigation plans for Supply Chain and Manufacturing risks.• Generated, tracked, and managed Purchase Orders to maintain supply levels and ensure on-time deliveries.• Worked with Suppliers to maintain and meet promised delivery dates and changes to demand.• Managed issues with NCMRs and/or RMAs to the Suppliers, while working closely with Logistics on any shipping and/or documentation discrepancies.• Implemented and transitioned Supplier filing system from paper to online/electronic system.• Implemented and transitioned Purchase Request process from paper to online/electronic process.• Supported Quality and Supply Chain with adding new Suppliers to the ASL and/or requalification, and maintenance of Supplier Performance Matrix.• Managed Supply Chain credit card expense reports and worked with Finance to resolve invoice discrepancies.• Revised Supply Chain SOPs and Work Instructions.

Sunnyvale, California, United States

Customer Success:Provided support to customers and internal Sales Team with a focus on the company's mission to reduce the risk of stroke. Worked cross-functionally with Finance, Marketing, Quality, Operations, and Supply Chain.• Processed Sales, Bill Only, Trunk Stock, and RMA orders with accuracy and urgency.• Set up new customer accounts.• Provided Phone and Email support to customers and Sales Team.• Worked collaboratively with customers and internal teams to resolve shipping and billing discrepancies.• Created detailed Work Instructions and SOPs for new hire onboarding and training.Purchasing Assistant:Supported Supply Chain Manager with the management of daily activities for the production planning, purchasing, fulfillment and supplier maintenance.• Assisted Supply Chain Manager with the monitoring stock levels in accordance with build plan and usage rates.• Assisted with generating Purchase Orders to maintain supply levels and any additional Purchase Requests received company wide.• Assisted with Order and Delivery tracking to ensure on-time receipts.• Assisted with managing and organizing Supplier filing system, ensuring the maintenance of accurate, up-to-date, and compliant data.

Provided strategic direction, leadership, development, and management of customer support operations for the Change app which provided 30,000 users with bank account overdraft protection and personal financial management. • Developed procedures and processes based on best practices and innovative solutions to improve customer satisfaction and retention.• Defined, tracked, and reported on key performance indicators to determine support effectiveness and efficiency, manage product feedback, and implement product enhancements.• Worked cross-functionally with international Product and Engineering teams to resolve complex technical issues, document product bugs, and influence product roadmap.• Developed and implemented various collection efforts on customer accounts in various stages of risk to effectively reduce delinquency, losses, and increase recoveries.

Palo Alto

Operational support to a team of 8 Relationship Advisors, covering 12 Team Codes, for clients in the ERI, FinTech, and Life Science segments. • Assist with the research of client information internally, support pre-populating forms, obtain completed forms from clients and RAs to fulfill requests, and support the routing of external and internal requests.• Review and analyze client data to be in compliance with BSA/AML guidelines. On-boarding of new clients, deposit products, and cash management services.• Manage high-volume, time sensitive requests with a high level of email organization and workflow management, eminent attention to detail, and being adept to independently learning new processes and procedures.• Created instructional guides and email templates to help with New Hire on-boarding and training.• Monitor Returned Mail Log, manage the client outreach, and maintain up to date client contact information.• Manage external communications and internal requests for Proof of ACH Authorizations, Authorized Signer Updates, Mobile Deposit Enrollments, Activations, and Endorsement Violations, ACH Suspended Filter notifications, BCC/BMC Maintenance and Closures, CMMA Set Up and Maintenance, and additional deposit and cash management products and services.

Menlo Park, Ca

Supported Global processes and activities related to customer use of the Mint Bills app that provided over 12 million users with mobile bill pay and personal financial management.• Drove awareness and adoption of product updates and new features and created outbound content to address customer complaints, product, and billing issues.• Created an internal syndication of processes for all outbound customer communications to all levels of customer care to ensure alignment in voice, tone, and messaging.• Served as subject matter expert on strategy and implementation of continuous improvement processes to resolve Bill Pay and product related issues for customers and the Partner Program.• Main point of contact for case escalations from the Better Business Bureau, Collections, and Office of the President.• Reviewed training and On-Boarding effectiveness and completely revamped New Hire On-Boarding process including training materials used for all Customer Care new hires.• Led cross-functional team communication between the United States and Israel. Served as lead on operational initiatives, managed customer feedback distribution, as well as globally disbursed team members; setting expectations and providing ongoing feedback and training.• Conducted comprehensive research to resolve payment related issues, retract customer payment disputes, interpret SQL logs of extracted data, and troubleshooting aggregation and product issues.• Monitored and identified suspicious/fraudulent users and payments to help prevent identity theft and fraudulent transactions.• Developed and maintained instructional Job Aids to guide participants through the lifecycle of a Support Case.

San Jose, Ca

Accountable for the development, administration, and implementation of business processes to support organizational and client needs with the Intacct accounting software. • Worked collaboratively with Engineering and leveraged extensive product knowledge to develop and implement strategic solutions and workarounds to address product issues and increase customer satisfaction.• Engaged with clients and provided accounting consultations, training, and support with system usage questions on a GAAP compliant system.• Leveraged Salesforce to create reports to improve case management and reduce response time, and created custom ad-hoc and financial reports based on customer’ needs.• Created and implemented new Article Writing Guidelines to innovate, streamline, and create efficiency with the Knowledge Base system.• Facilitated New Hire On-Boarding training and performance assessment, reviewed and assigned cases based on performance, and monitored for effectiveness.• Provided support via multiple platforms including in-person, online via Salesforce and chat, multi-line phone, and email.• Collaborated with Professional Services and Partners to transition clients to Customer Support and managed the resolution of critical customer and manager escalations.• Created reports in Salesforce to improve case management and reduce response times.

Mountain View, Ca

Provided support with payroll products and services including online chat, email support, reports management, compliance reviews, troubleshooting, and customer service.• Provided online chat and email support handling up to six chats simultaneously• Provided troubleshooting support and developed and implemented strategic solutions to address product defects and help users meet critical deadlines, while partnering with Engineering on long-term solutions.• Worked with customers to review quarterly and annual payroll reports and match data with their quarterly and annual forms (Form 941/940/1099) due to the IRS• Verified payroll calculations based on deductions setup

Pleasanton, Ca

Provided analysis, coordination, and administration of activities to support critical organizational initiatives including proposal management, data and account management, and negotiations.• Participated as a key member of the contract negotiations team and contacted creditors and collectors to negotiate payments terms and collections due.• Supported proposals from inception through post-submittal including pre-RFP, review and analysis of RFP, and proposal requirements. Worked with cross-functional SMEs on data collection, and organized and coordinated any revisions of the proposal documents.• Coordinated the collection of cost scheduling and performance elements from functional departments.• Managed client accounts, maintained data, and provided technical consultation and support for system usage.

Business Management

Education record

Education record

Education record

Education record