Jennifer Wayne

• Provided high level of customer service , always striving for excellence.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Worked closely with All departments within my company to provide highest level of service.
• Performed contract review daily for multiple high level suppliers and customers.
• Along with daily phone calls , maintained multiple voicemail and mailboxes with under 24 hour response and resolution time.
• Responded to customer requests for products, services, and company information via email, or customer or UCT portals.
• Created and updated account information to maintain customer record from :

Initial customer contact for information;

Reviewed and gained approvals to add account

information to our systems;

Provided customers with process and quotes;

All the way to product completion and delivery.

• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
• Helped streamline repair processes and update procedures for support action consistency.
• Collaborated with suppliers to locate replacement components and resolve advanced problem
• Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Served customer account and technical needs across multiple daily calls, consistently meeting productivity and quality targets.
• Reviewed and performed weekly billing for accuracy,

and resolved all issued with customer invoices or

due to internal issues.

• Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress

towards resolution and minimizing negative impact on

customer relations.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Monitored internal system performance to identify potential issues.

• Managed and Maintained company wide electronic Policies and Procedures system
• Monitored multiple email and voicemail boxes daily
• Sustained 24 hour response and solutions timeframe
• Oversaw all policy and procedure changes via electronic approval system
• Audited and reviewed all request for updates and/or changes
• Verified first and final drafts were complete and correct and all stakeholders approved prior to publishing
• Worked very closely with all management levels and departments within the company
• Including International contacts.

• Review and approve Engineering Changes Requests
• Assess material availability and inventory impacts for Engineering Changes in order to assist in establishing effectivity date(s)
• Analyze inventory financial impact (Rework Cost, Excess & Obsolete)
• Serves as the conduit with Supply Chain and ensures that the material supporting the change will be in place to meet the planned effectivity
• Assists in eDMS administration reviewing, approving and publishing company documents.

• Maintained purchase orders for damaged and returned materials for 10-20 supplier
• Processed and maintained purchase orders for material to be cleaned between warehouses and cleaners
• Created shipping requests and documents to return damaged/non conformant material to supplier/manufacturer for repair/replacement
• Worked closely with IQA dept
• Regarding non conformant material, including reviewing specs and drawings
• Coordinated contact with multiple customers, suppliers, logistics, and freight forwarders to ensure on time delivery of materials in multiple regions
• Expedited movement of critical parts through receiving, quality control, and stockrooms
• Collaborated and designed automated metrics that showcased productivity
• Established protocols to train international coworkers.

• Implemented, processed, verified, and resolved Engineering Change Request Audits, Notification Reports, and Document Representation Reports in databases and portals
• Maintained weekly agenda's for all Pre-CFT's / cross functional teams
• Coordinated & ensured compliance with other departments regarding inventory needs
• Analyzed inventory financial impact (Rework Cost, Excess & Obsolete)
• Serves as the conduit with Supply Chain and ensures that the material supporting the change will be in place to meet the planned effectivity
• Assess material availability and inventory impacts for Engineering Changes in order to assist in establishing effectivity date(s)
• Assisted in Document Control functions, including reviewing and updating drawings and manufacturing specifications.

• Maintained purchase orders for damaged and returned materials
• Processed and maintained purchase orders for material to be cleaned between warehouses and cleaners
• Created shipping requests and documents to return damaged/non conformant material to supplier/manufacturer for repair/replacement
• Coordinated contact with multiple customers, suppliers, logistics, and freight forwarders to ensure on time delivery of materials in multiple regions
• Expedited movement of critical parts through receiving, quality control, and stockrooms.

• Maintained purchase orders for damaged and returned materials
• Created shipping requests for all returns and resolved complications
• Expedited movement of critical parts through receiving, quality control, and stockrooms
• Created shipping requests and documents to return damaged/non conformant material to supplier/manufacturer for repair/replacement
• Coordinated contact with multiple customers, suppliers, logistics, and freight forwarders to ensure on time delivery of materials in multiple regions.

• Processed implementation of engineering changes (including data entry and logging of information)
• Monitored and maintained existing engineering changes on a daily basis (including running verification tools and updating plans)
• Monitored Inventory for accuracy and assured deadlines were met.

• Customer Service/Order Entry/Delivery Dispatch
• Processed Weekly Billing and Invoicing (Including e-mailing electronic invoicing) for 20+ accounts
• Produced Weekly Commission Reports for Payroll for approximately 10-20 individual contractors
• Set up and Scheduled Weekly and monthly reoccurring route Jobs for Specific Accounts
• (Ex; Kaiser Lab weekly & monthly routes / Weekly Payroll check deliveries)

• Customer Service/ Inbound-Outbound Call Center
• Maintained Departments Daily Functions and ran end of day production Reports
• Quality Assurance including monitoring 100+ accounts daily
• Managed and maintained multiple Consumer Credit Counseling accounts
• Created and Implemented Department Policies and Procedures
• Assisted Management with Training of New and Existing Employees.