Josette Serban
Pflugerville,USA
Summary
Results-driven Project Specialist with expertise in process management, customer satisfaction, and flawlessly executing project lifecycles. Skilled in SAP, oral communication, and teamwork. Bilingual in English and Spanish to enhance customer service and global outreach. Thrives under pressure and consistently earns high marks for work quality.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Specialist
Graybar Electric
Pflugerville, TX
10.2018 - Current
- Acknowledges and processes customer purchase orders, generates vendor purchase orders and ensures that vendor POs include all necessary details such as quantities, product specifications for small and large Electrical and Industrial projects
- Monitors delivery timeliness and track inbound shipments from vendors and addresses any potential delays or issues in the shipment process
- Manages workflows accordingly
- Executes job lot billing and processes invoices for payment
- Responsible for creating the Job Information Sheets and establishing Job Files for each project
- Handle returns and credits, price quotations (RFQs)
- Interacts effectively and professionally with vendors, clients, and others for projects follow ups to ensure smooth handling
- Manages combined $30 million projects within a $120 million sales office
Global Customer Service Analyst
3M Global Channel Services
Austin, TX
08.2014 - 10.2018
- Directed customer account analyst managing international orders (Asian, Latin American, and European countries) and product inquiries by working closely with 3M sourcing/subsidiaries to provide high levels of Customer Service and account responsibility
- Handled customer accounts set-up, inbound and outbound calls, email systems, order entry, and other customer inquiries accounts (pricing, product returns, credit memos, lead times, order status, delivery issues, and stock item set-up) by providing the most quick, reasonable, and reliable follow up
- Managed key accounts/projects as needed by addressing bottle neck issues and proposing solutions to execute smooth process for all (customer, end user and plant)
- Use internal tools and programs to verify accurate client information, incoterms, via codes, stock number availability among other data (order status, international order entry system, customer database, and pricing)
- Processed and coordinated billing
- Applied US export regulatory policies and procedures for international shipments
- Briefed and informed the customer of various processes and redirected customers to appropriate resources
- Handled internal and external customer inquiries, claims and complaints; investigated problems; analyzed them and communicated with other departments and providers to resolve issues, and implement service solutions
- Worked with pricing analyst and other teams to respond daily RFQ’s in timely manner within 24hrs or less
- Maintained constant communication with Supply Chain team to accomplish and expedited, orders pull in and push out - manage intl
- Correspondence within source of supply, handle intl
- Orders through PeopleSoft/Oracle, and worked directly with carriers
- Simultaneously function as DTS/VOLT - 3M GCS Team Lead managing 12 contract workers located between Austin and St
- Paul
- Assisted with the interview and selection of employee’s
- Conducted employee orientation, training and employee’s performance review, always coaching the team to meet Division goals by monitoring and reviewing internal reports
Assistant Manager
Royal Palms Manufactured Home & RV Community
Austin, TX
02.2013 - 08.2014
- Created and maintained accurate tenant ledgers
- Pursued payment in the form of collection correspondence, delinquent statements and phone calls
- Prepared, translated (English to Spanish), and distributed memos, notices and other correspondence to residents
- Answered all incoming calls and follow-up as needed, coordinate all incoming and outgoing mail, overnight deliveries, and courier service, oversee community office files organizing, labeling and filing
- Posted utilities services, created invoices, reviewed monthly and lease bills
- Making decisions with clear authority to write-off balances according to strict guidelines
- Posted transactions to journals, ledgers and other records, perform checks and debit/credit card runs
- Developed and prepared reports, complete bank deposits, execute monthly petty cash closings, and bank reconciliations
- Responsible for processing credit reports and background check for verification of references, and establishing validity of information provided
Office Manager
PCP GROUP, LLC
Lithonia, GA
03.2004 - 12.2008
- Set-up and maintained of vendors and customers database
- Completed and updated payable and receivable accounts activities
- Sent and processed credit memos/purchase orders
- Maintained daily attendance registration (employee's timecards) and managed payroll
- Produced and compared invoices with original purchase orders to solve variations
- Responsible for inputting journal entries into general ledger
- Coordinated and managed supply chain (inbound, outbound, bills of lading, and certificate of origin)
- Worked closely with Auditors during bank and yearly audit
Education
Master's of Science - Natural Resources Management
Lindenwood University
St. Charles, MOBachelor of Science - Tropical Biology
Universidad Nacional
Heredia, Costa RicaSkills
- Scheduling expertise
- Performance monitoring
- Financial Analysis
- Technical understanding
- Multi-stakeholder asset management
- Project lifecycle management
- Problem-solving aptitude
- Customer Service
- Communication
Certification
- Customer Service Certification, ICSA (International Customer Service Association)
Languages
English
Full Professional
Spanish
Native/ Bilingual
Accomplishments
- Volt WOW Award, Recognition of Outstanding Accomplishments, and Contributions
Timeline
Project Specialist
Graybar Electric
10.2018 - Current
Global Customer Service Analyst
3M Global Channel Services
08.2014 - 10.2018
Assistant Manager
Royal Palms Manufactured Home & RV Community
02.2013 - 08.2014
Office Manager
PCP GROUP, LLC
03.2004 - 12.2008
Master's of Science - Natural Resources Management
Lindenwood University
Bachelor of Science - Tropical Biology
Universidad Nacional
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