Jessica Edwards
Lavon,Tx
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Ability to handle multiple projects simultaneously with a high degree of accuracy. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Master Data Management Specialist
Ericsson
2016.09 - Current
- Define and implement Master Data Management strategy across organization’s master data systems
- Perform code audit and execute inaccurate master data in master data domains
- Work closely with business operations in support of product data and supportability
- Perform data standards and resolve data governance issues and complete documenting Master Data Processes
- Support end users through trouble shooting product supportability requests and recommending solutions through various communication levels
- Review customer contract implementation and process key level support of master data into data domains
- Maintain all parts in an ERP system for North America, EMEA, and APAC regions
- Work regularly with vendor and material management teams in maintaining accurate delivery flows
- Escalation handling as needed
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Service Delivery Specialist
Ericsson
2015.03 - 2016.09
- Worked as subject matter expert diligently on the largest manage service account (Sprint) within the Hardware Service department
- Reported monthly on delivery precision for manage service account
- Gathered and organized monthly data via reporting to present in monthly governance meetings and KPI meetings
- Presented data in governance meetings
- Have a clear understanding of delivery and inventory flow
- Updated customer contracts as needed
- Worked hand in hand with Service Deliver Managers and outside vendors all over the country on day-to-day escalations and tasks needed
- Handled escalations in regard to customer in a timely manner
- Booked meetings with customer as needed.
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Established effective feedback channels between technicians and service delivery teams, ensuring continuous improvement in operations.
Order Management Representative
Ericsson
2012.09 - 2015.03
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Order entry for RMA (return material authorization) orders into an ERP system
- Handled high call volume
- Provided accurate and appropriate information in response to customer inquiries and delivery issues
- Addressed customer inquiries in a timely and accurate fashion
- Escalated any issues needed to appropriate parties
- Ran reports and supplied data to fulfill customer report requirements
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Trained staff on how to improve customer interactions
- Maintained an updated customer contracts as needed.
- Sent emails to communicate order status and informed technicians of back-orders or shipping delays.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Resolved discrepancies through analyzation and communication with relevant parties.
Education
Associate of Arts - Applied Arts and Science
Collin College
Plano, TX05.2012
High school Diploma -
Plano East Senior High School
Plano, TX05.2005
Skills
- Takes the initiative
- Proficient in Microsoft Word, Outlook, Excel, and Power point
- Ability to make decisions under pressure
- Presentation experience
- Ability to adopt to ongoing changes
- Understanding of Live Cycle Management
- Effective communicator
- Customer Relations
References
- Ericsson, 6300 Legacy Dr, Plano, TX, 75024, (972) 583-2000
- Kyle Doan, 469-544-2691
- Brandon Vinson, 940-367-8399
Projects
2014-Was on the team that rolled out a new ERP system (M5) within our department. Engaged in testing environment where we tested processes and customer orders and more. Trained employees on new system as well.
2015-Was on the team that rolled out a new tool within our group. This tool was called the “Encounter Tool”. This tool was used for training purposes where we have all of our customer processes in.
2017-Involved in working heavily with my team and others on end-to-end automation. I have been tasked with making my region, America and EMEA, more automated to make our working days more efficient.
2020 - 2021, Involved in the role out of a new ERP system called HWSDP.
2022-Involved in system update to the ERP system our department uses
Timeline
Master Data Management Specialist
Ericsson
2016.09 - Current
Service Delivery Specialist
Ericsson
2015.03 - 2016.09
Order Management Representative
Ericsson
2012.09 - 2015.03
Associate of Arts - Applied Arts and Science
Collin College
High school Diploma -
Plano East Senior High School
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