Teresa Olvera Email & Phone Number

Burleson, Tx, Us

Mansfield, Texas, United States

2019 – 2024 Senior Customer Accounts Associate• Assisted in creating curriculum for the Dedicated Customer Care Program• Consistently oversaw several customer accounts and ensured superior quality assurance• Subject Matter Expert (SME) in Customer Service• Special Projects and ad hoc reporting as assigned by upper management• Assessed issues and applied resolutions as required by management• Responsible for writing Standard Operating Procedures for other departments and territories• Trained new hires and other departments as they were brought on to the company• Adhered to the company’s procedures per the ISO9000 international standards2011 – 2019 Customer Accounts Team Lead• Responsible for managing up to eight employees including training, mentoring and ensuring accurate quality assurance • Subject matter expert in sales and customer service including issuing RMA’s (return merchandise authorization) or credit memos• Quality Assurance as necessary to ensure that orders were being entered correctly • Ensured that Customer Service Assistants had the tools necessary to properly complete their job by locating the disconnect and providing a solution• Responsible for evaluations and reviews for subordinates 2004 – 2011 Corporate Accounts Customer Representative• Managed and maintained strategic accounts for the top customers such as Boeing, Celestica, Goodrich, Ducommun LaBarge, Lockheed Martin, Textron, Bell, Cessna, Wesco and Rockwell Collins• Responsible for overseeing the Customer Accounts department activities within a specified geographic region• Produced purchase orders for customer sales ensuring accuracy of orders• Maintained service orders for anything that related to orders and parts that were missing, defective or damaged2007 – 2004 New Product Introduction – Customer Service Representative• Provided service excellence to customers by processing orders and quotes1994 - 2000 Inside Sales Representative• Processed Service Orders

Assisted in creating curriculum for the Dedicated Customer Care ProgramConsistently oversaw several customer accounts and ensured superior quality assuranceSubject Matter Expert (SME) in Customer ServiceSpecial Projects and ad hoc reporting as assigned by upper managementAssessed issues and applied resolutions as required by managementResponsible for writing Standard Operating Procedures for other departments and territoriesTrained new hires and other departments as they were brought on to the companyAdhered to the company’s procedures per the ISO9000 international standards

Responsible for managing up to eight employees including training, mentoring and ensuring accurate quality assuranceSubject matter expert in sales and customer service including issuing RMA’s (return merchandise authorization) or credit memosQuality Assurance as necessary to ensure that orders were being entered correctlyEnsured that Customer Service Assistants had the tools necessary to properly complete their job by locating the disconnect and providing a solutionResponsible for evaluations and reviews for subordinates

Managed and maintained strategic accounts for the top customers such as Boeing, Celestica, Goodrich, Ducommun LaBarge, Lockheed Martin, Textron, Bell, Cessna, Wesco and Rockwell CollinsResponsible for overseeing the Customer Accounts department activities within a specified geographic regionProduced purchase orders for customer sales ensuring accuracy of ordersMaintained service orders for anything that related to orders and parts that were missing, defective or damaged

Provided service excellence to customers by processing orders and quotesAssisted with all other customer needs to provide an optimal customer experience and customer service initiatives

Communicated with customers and other departments within the company to resolve account issues, pending orders, invoice discrepancies and customer account reconciliationsProcessed Service Orders