Return Material Special Project cleaning up over $2.0 million dollarsRun Daily Reports from Order Fulfillment Pivot tables, on all outstanding RMA’s (return material) on IR’s, ER’s and JIM’s for Ericsson, Genband, Avaya and Ciena.Requested return dates, waybill numbers, updating, pivot table and coordinating shipment of returns while tracking waybill numbers until received at address provided and account cleared.Provided management updates in weekly meeting on all returns cleared, and dates on outstanding material to be returned.High-level Global Customer Service with attention to detail and accuracy loading up new customer orders in SAP and Cot providing replacement parts.Monitor order status and back orders on a continuous basis tracking and expediting of material within the operations supply chain and question late shipment with warehouse and updating customers according as changes occurred.Provided support information to Customer Service Manager on programs, order status, inventory, and other issues impacting customer care.Address invoicing concerns with customers through research and working with Account Receivable.Investigate customer complaints and aid in resolution where appropriate.Maintain general awareness of products and their benefits in the market.Developed rapports and achieving success for Nortel Customers and Installation teams global wide with a wide range of Nortel Networks telecommunication product lines – Central Office, Optical Switches and Wireless globally.Provided support for special account requirements with leadership to drive process improvement and corrective action.Successfully coordinated with Mexico team to support delivery of materials to Customers and Installation a 100% complete

Account prime for Nortel installation team and Customers.Professionally responded to customer calls in a timely manner, same day processing of customer orders and provided support needed to successfully distribute product.Maintain a strong reliable and professional working relationship with both external and internal customers.Monitor back-orders on a continuous basis through communication with planners and buyer, updating customers on back order status as changes occurred. Applied documented procedures and work instruction in day-to-day operation.Validated and Analyzed all orders requested.Documented all request in IQ system providing caller with Order number, RMA (Return Material) number, ship to address and scheduled pick up.Developed understanding of multiple industry segments in the selected market and participated on cross functional team taking advantage of all marketing resources available to identify business strategies to maximize customer’s satisfaction while lowering cost. Build on pass success to drive customer satisfaction through excellence in delivery and quality.Contributed to the development of written departmental procedures to ensure order information was provided to customer and Installation for billing purposes.Resolved weekly Jobs in Trouble report.Participated in Reason Code Root Cause team.

Nortel Networks – 1/1996 – 9/2001 4001 E. Chapel Hill-Nelson Hwy.Research Triangle Park, NC 27709Join Nortel Networks working in the Accounts Payable department. My attention to details, interpersonal communication skills and self developed of product knowledge allowed me to accept an Administrated Specialist role in Marketing. Working on multiple account teams allowed me to demonstrate a customer centric approach to meeting and exceeding customer expectations. Building on my customer focus in Marketing allowed me to accept a position in the Order Fulfillment department as a Sr. Installation Account Specialists.Sr. Customer Account SpecialistResponsible for scheduling and planning Installation Services product demands for all accounts 100% complete.Coordinated all transaction from various stock rooms for BOH Accuracy for inventory Globally coordinate material delivery with buyers and logistics to meet schedules and customer cut over dates.Provide Data Entry to the Order Fulfillment group.Run weekly reports on all shortages, updating system with promise dates and notified installation and customers with dates.Scheduled independent demand requirements to Raw Material StockroomInterfaced with equipment engineers to ensure quality product, customer satisfaction and to eliminate substitute part numbersWorked on Pesudo elimination team, recoding 300 piece parts to KitsVisited 2 Job sites and FedEx Hub in Memphis TN to expand development