CINTHIA VILLELA

• Supervise Customer Service Representatives Activities and provide personal attention to customer visits
• Takes part of 8D/ action plan/5whys report generation when required by customer along with quality department
• Provide support to OEM Suppliers on comments or questions related to Services billing
• Supervise generation of monthly QOS and KPI
• Takes part in generation of quotes as required by new customers as well as participate in contract negotiations
• Coordination (together with Sales/Ops Manager) of new OEM suppliers set up and implementation process as well as new parts set up in GICS
• Making sure “Team Work” environment with Customer Service Team members is being followed, motivating them with positive leadership and providing them support and orientation needed
• Following up on escalations with customers regarding material loss, miss-shipments, damaged, FIFO not followed, etc
• Participates along with IE regarding legal regime of materials for their in and out of country.
• Led regular customer service meetings to review progress identify challenges and provide feedback
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
• Coached employees through day-to-day work and complex problems
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction

• Create and generate QOS and KPI for monthly reviews
• Create manual ASN according to OEM or Supplier data
• Monitor shipments and receiving from customers material, via internal system (GICS)
• Update Import/Export data base according to customer monthly information
• Keep track of customers material stock and took participation in physical inventory counting in warehouse
• Responsible of analyzing inventory per supplier to find obsolete material and determine arrangement.
• Inform OEM suppliers of inventory discrepancies & damaged product received
• In charge of keeping quarantine material updated and purged as well as Intransit (ASN)
• Maintaining a positive, empathetic, and professional attitude towards customers at all times.

Worked with multiple customers’ accounts

• EDI, receiving, and booking POs through SIEBEL
• Salesforce and Oracle (ERP) for Zebra printer labels
• Provide order status to customers regarding their shipments all around US, creating quality cases for defective shipments
• Creating credits for over payments, and credit card payments
• Work along with planning and different warehouses for stock availability on customers demand based on their purchase orders.
• Managed time efficiently in order to complete all tasks within deadlines
• Organized and detail-oriented with strong work ethic
• Worked well in a team setting, providing support and guidance
• Proven ability to learn quickly and adapt to new situations

• Created orders for new purchases from Motorola customers and dealers
• Manage payments via credit cards for new orders through Oracle EBS and encrypted systems
• Created, and updated cases opened for customer satisfaction needs
• Provided support for live Motorola chat
• Invoice payments
• Follow up on order expedites
• Capable of multitasking both live phone calls and emails
• Responded to customer requests for products, services, and company information

• Provided resolution to customer needs
• Managed and coordinated daily task to ensure satisfaction that customers deserve via phone or emails
• Creating cases and following up daily until resolved
• Worked under time metrics
• Expedited repairs for Zebra scanners
• Handled payments for repairs via credit card through secure phone line
• Created RMAs for Zebra scanners.