Involved with government DX and DO rated orders; assists in processing ITAR and EAR 99 orders; responsible to ensure that the customer receives an adequate level of service with each concern or request; reviews customer orders for accuracy based on previously assessed quote; provides customer support and technical issue resolution via E-Mail, phone, and other electronic medium; answers product and process related questions posed by customer through an internal case management system; tracks and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern; responsible for maintaining positive and loyal relationship between Photo-Etch and its customers; research and identify new cases created by customers; and coordinate reference requests with existing customers when required.

Executed collection calls and/or correspondence in a fast paced goal oriented collections department; provided customer service regarding collection issues, processed and reviewed account adjustments, and resolved client discrepancies and short payments; responsible for monitoring and maintaining assigned accounts - customer calls, account adjustments, small balance write offs, customer reconciliations, and processing credit memos; accountable for reducing delinquency for assigned accounts; performed other assigned tasks and duties necessary to support the Accounts Receivable Department; enlisted the efforts of sales and senior management when necessary to accelerate the collection process; established and maintained effective and cooperative working relationships with dealers.

Contracted with DHL as implant team coordinator providing customer service for SAIC under the TPI/TSI Military Tire Contract; responsibilities included reporting, shipment processing, and a conduit for DHL and SAIC communication; tracked and traced shipments in transit and assisted with any issues of delay by communicating with points of contacts globally and through customer service networks; audited shipment documentation for accuracy and followed government regulations including ITAR and EAR 99 shipments; identified supply chain issues and delays and assisted with making the necessary corrections to improve shipment efficiencies; coordinated ocean container shipments from origin to final destination until proof of delivery was obtained; and processed scheduling pickup, documented audits, and assisted with initiating booking.

Processed dealer warranty claims for 500+ PACCAR dealers; ensured proper documentation and quality on all claims; and coordinated disposition of claims with suppliers and dealers guaranteeing total satisfaction.

Responsible for customer feedback calls; assisted in finding solutions to customer complaints, issues and concerns; worked with PACCAR dealers to implement a strategy to achieve goals for the roadside assistance incentive program; coordinated information to dealers who challenge roadside assistance infractions; and facilitated roadside assistance repairs.Special ProjectsAssisted with implementation of new roadside assistance program, Siebel platform, defined procedures and trained call center agents for both US and Europe.Business TravelAssigned to train DAF call center agents to use Siebel program, located in Holland for two weeks in December 2006.