About
Experienced Program Manager with a demonstrated history of working in the logistics and supply chain industry. Strong program and project management professional with a degree in Communications with a focus in Organizational Behavior, Management, Marketing, and Related Support Services.
Experience
Customer Experience Manager
Ingram Micro Commerce & Lifecycle Services · Santa Clara County, California, United States
Program Manager
Sr. Manager Customer Experience
Ingram Micro Commerce & Lifecycle Services
Optimize and enhance the end to end customer experience with internal partners and customers. Develop opportunities through customer interactions and data to help drive platform changes by working closely with internal teams.
Senior Manager Customer Success
Ingram Micro Commerce & Lifecycle Services · Sunnyvale, California
Designed, implemented and manages our Global Customer Care (Stateside & Offshore) team from front line call center support, Order Management, Tech Support , Value Added Services and Dedicated Account Support Teams. My passion for customer satisfaction and for my teams drives a world class customer care experience as well as consistently exceeding KPI's. I am always eager to carve a new path and willing to do what is needed to succeed. With a thoughtful and curious mind I ensure our customers receive a deep mind approach to understand our customers individual needs as well as the ability to identify opportunities and provide product offerings.
Senior Manager, Managed Services
Manager Value Added Services
Ingram Micro Commerce & Lifecycle Services
Performed technical acumen to solve ad‐hoc support cases and document the resulting solution Managed Global Value Added Services team within 3PLs and ALCs Streamlined Value Added Services processes to drive revenue growth Developed and implemented new pricing structure to increase profit margin and maintain customer satisfaction Reduced project SLA’s from 7 to 10 days to 3 to 5 days Aided in developing and implementing Value Added Services within new warehouses globally
Customer Support/Projects
Field, troubleshoot and collaborate with team members to resolve customer generated support cases Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution Perform all tasks related to the day-to-day operations of SFDC, CMS, Google Apps and other on-demand applications Listen and fully understand customer requirements and ‘pain points’ Translate customer project requirements into instructions and pricing estimates Demonstrate technical acumen to solve ad-hoc support cases and document the resulting solution with a strong attention to detail Monitor, anticipate and exceed customer adoption and usage metrics (e.g. customer effort and net promoter scores) Craft and communicate customer feedback, early warning and communication plans to the Operations and Sales teams Coordinates Special Project request through the merchant to operations
International Customer Service Ops
Managing international customer accounts, order fulfillment, tracking orders for shipment, EDI setup, providing backorder reporting, communicating order status to customers and sales, returns processing Collaborating with Sales, Partners, Vendors and Logistics to implement customer service solutions. Working with sales regarding forecasts, commits and order fulfillment.
Inside Sales Support
Managed Retail Channel accounts with order processing, forecasting, marketing promotions, backlog management, building external relationships, credit processing, RMA's, MDF, BER, Reconciled outstanding issues on accounts (past due orders, credits, rebills, RMA's)
Customer Service Team Lead/ Head of Inventory Control
ZipZoomFly
Managed a group of five Customer Service Reps Helped implement new procedures and structures for the Customer Service Group Monitored calls and call volume Scheduled Loss Prevention Claims with UPS and FedEx Managed inventory and backorders Sent out daily updates on backorders to Customers via email or phone Responsible for replying to all Customer Service emails Call Center RMA's
Education
San Joaquin Delta College
AA Communications, Communication, General
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