Lori Alma Email & Phone Number

Effectively managed the support of global customer needs and carried out all necessary customer transactions related to order & delivery of product worldwide. Represented JDSU as a world-class global customer service organization, both internally & externally through daily activities & interactions.· Established great customer relationships by maintaining the highest level of customer satisfaction.· Managed the contracts & day-to-day business of 6 different Distributors, as well as… Show more Effectively managed the support of global customer needs and carried out all necessary customer transactions related to order & delivery of product worldwide. Represented JDSU as a world-class global customer service organization, both internally & externally through daily activities & interactions.· Established great customer relationships by maintaining the highest level of customer satisfaction.· Managed the contracts & day-to-day business of 6 different Distributors, as well as over 25 different Sales Account Mangers & 8 different outside Sales Rep companies.· Maintained files & notes that were thorough & auditable, while ensuring that business transactions with customers were compliant with Sarbanes-Oxley regulations, & followed ISO Certification standards.· Managed strategic accounts, regional accounts, & the Distribution program for the company as a whole.· Established & improved procedures to manage the groups Product Change Notification & Product Discontinuance Notification process to ensure customers were provided with company product notifications in a timely and organized fashion.· Launched a weekly report review for the groups Unscheduled & Past Due orders –coordinating with the Customer Service team as well as the Product Line Manager, factory planners and logistics groups to resolve issues and ensure customer satisfaction.· Proactively led the initiative to create better processes & procedures with regards to the Distribution business & implemented them effectively.· Trained new Sales Distribution Account Manages & Regional Account Manages.· Subject matter expert for the Datacom product business unit within the group.· Worked as a team to determine the best way for our Customer Service and Sales groups to align with new Sales Rep Companies.· Spearheaded the creation of a new Datacom Price Book for the company. The book included product specifications, planning & PLM contacts, lead-time, as well as price break down information. Show less

As the manager of Business Systems within in the Customer Service department, worked to integrate and streamline process through the use of business systems.· Developed and implemented an automated FaxInbox system, as well as an electronic quoting system.· Reviewed the Return Material Authorization (RMA) project previously initiated in the IT department to ensure that the system and process addressed all the needs for the Customer Service department.· Developed an interface… Show more As the manager of Business Systems within in the Customer Service department, worked to integrate and streamline process through the use of business systems.· Developed and implemented an automated FaxInbox system, as well as an electronic quoting system.· Reviewed the Return Material Authorization (RMA) project previously initiated in the IT department to ensure that the system and process addressed all the needs for the Customer Service department.· Developed an interface between the new Oracle system and the Notes RMA Tracking system. Managed the manual conversion of the open RMA orders from the three existing systems into Oracle.· Enhanced the RMA project by interfacing with the Shipping and Receiving departments and developed a procedure to allow streamlined and controlled receipt and shipment of products.· Managed a 12-person RMA Customer Service team with day-to-day activities, which in conjunction with the new system, led to a 50% decrease in the companies RMA turnaround time.· Mentored RMA group and Inside Sales team to establish a “One Face to the Customer” process implementation.· Built the process and procedures to manage the RMA business completely within the Oracle system.· Oversaw the complete RMA system and process changes from initial spreadsheet tracking, to Lotus Notes database tracking, to Oracle module tracking. · Planned, organized and lead group and one on training classes, and well as the creation of coaching documents. Show less

Worked in the IS department to support primarily the Sales and PLM departments. Implemented business software interfaces for both customer and in-house use. Systems provided both customer request and tracking metrics capabilities for management and customer service purposes. · Successfully developed and deployed over 15 different Lotus Notes databases. · Managed programmers and projects to ensure timely role out and successful customer requirement integration.· Organized and… Show more Worked in the IS department to support primarily the Sales and PLM departments. Implemented business software interfaces for both customer and in-house use. Systems provided both customer request and tracking metrics capabilities for management and customer service purposes. · Successfully developed and deployed over 15 different Lotus Notes databases. · Managed programmers and projects to ensure timely role out and successful customer requirement integration.· Organized and deployed a CBT (Computer Based Training) program for entire company including request and completion metrics. Handed over the system to the HR department for continued use. Show less