Jacquelyn Tafoya
San Ramon,CA
Summary
Highly organized and driven order fulfillment specialist with 10 years’ experience in SAP and Service Max. Ability to manage inventory and coordinate with headquarters to ensure accurate and timely order fulfillment for multiple regions. Reputation of having a strong work ethic, resourcefulness, and problem-solving skills. Seeking the opportunity to grow within an innovative organization to contribute to operational excellence.
Overview
9
9
years of professional experience
Work History
Order Fulfillment Specialist
Lumenis BE
07.2022 - Current
- Responsible for managing all Americas capital equipment and post-sale inventory, backlog, and shipments throughout the US, Latin America, and Canada.
- The position collaborates closely with the in-house Sales, Service, Installation team, distributors, and freight forwarders.
- The role involves high visibility within the organization and frequent interactions with senior-level management.
Technical Support Specialist
Cynosure
10.2021 - 07.2022
- Provide in-depth technical support to external and internal customers.
- Maintained a high level of technical knowledge on RF and laser-based equipment.
- Document customer and equipment cases through the current CRM and ERP systems.
- Identified and documented complaints per Quality Complaint Handling Procedures.
Customer Support Coordinator
Lumenis
06.2016 - 10.2021
- Provided Tier I technical support to customers over the phone while maintaining 98% call response rate and handling over 11,500 phone transactions per quarter.
- Created and managed 2,200 service work orders quarterly for corrective and preventative maintenance.
- Created training material and trained new hires in the service department.
- Collaborated with sales, engineers, and clients to resolve escalation issues.
- I was selected to present a Technical Support overview at the company’s National Service meeting just two months after being hired.
- Delivered key data, team updates, and upcoming projects on behalf of the Technical Support team.
- Received positive feedback both from the Director and the America’s President of the company, who were unaware it was my first company wide presentation.
- I was the lead in training new hires and created training material that replaced former training material in the Service Support department in 2017.
- I’ve gone on to create additional training material for multiple teams within the organization based from my experienced and knowledge gained over the years.
Education
High School -
South Tahoe High School
South Lake Tahoe, CACollege -
Carrington College
Reno, NVSkills
- Planning
- Inventory management
- Backlog Reports
- Cross Training
- Shipment Processing
- International business operations
Awards
- Integrity recognition Award
- Discipline award
- Education award
- Hard work award
- Solution award
References
Available upon request.
Leadership Experience
I was the lead in training new hires and created training material that replaced former training material in the Service Support department in 2017. I’ve gone on to create additional training material for multiple teams within the organization based from my experienced and knowledge gained over the years.
Communication Skills
I was selected to present a Technical Support overview at the company’s National Service meeting just two months after being hired. Delivered key data, team updates, and upcoming projects on behalf of the Technical Support team. Received positive feedback both from the Director and the America’s President of the company, who were unaware it was my first company wide presentation.
Timeline
Order Fulfillment Specialist
Lumenis BE
07.2022 - Current
Technical Support Specialist
Cynosure
10.2021 - 07.2022
Customer Support Coordinator
Lumenis
06.2016 - 10.2021
High School -
South Tahoe High School
College -
Carrington College