Lorena Olague
Norco,USA
Summary
Dynamic Customer Service Manager with over 15 years of experience in sales management, office administration, and customer service. Proven ability to cultivate high-performance teams while optimizing daily operations for maximum efficiency. Expertise in project management and a solid understanding of accounting functions, complemented by advanced proficiency in Microsoft applications. Committed to delivering exceptional service and driving continuous improvement within the organization.
Overview
20
20
years of professional experience
Work History
JR. STAFF ACCOUNTANT
Thermal Structures Inc.
01.2024 - Current
- Worked with accounts receivable processes, enhancing accuracy and efficiency of transactions.
- Maintained accurate records in accounting software, ensuring data integrity for reporting purposes.
- Daily use of Excel to retrieve payment information by using VLOOKUPS and Pivot tables.
- Assist with monthly invoices, using portals and sending invoices directly to customers.
- Assist in contacting customers to request documents for audit purposes.
- Scan all accounting cash documents as needed.
- Work with other departments to assist solve billing issues
- Conduct monthly WIP audits, work with production floor leads to complete monthly audits.
- Assist with other special projects as needed.
- Skilled at working independently and collaboratively in a team environment.
CUSTOMER SERVICE MANAGER
Thermal Structures Inc.
11.2016 - 08.2020
- Coordinated with cross-functional departments such as Quality Control, Production Planning, and Engineering teams, resulting in seamless project execution.
- Developed and maintained production schedules to optimize resource utilization and meet delivery timelines.
- Managed changes in demand effectively, adjusting schedules as needed to accommodate fluctuations without compromising deadlines or quality standards.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Fostered relationships with vendors to foster positive working relationships.
- Took ownership of customer issues and followed problems through to resolution.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Customer Service Manager
Trading Places International
01.2006 - 10.2016
- Led customer service team to enhance support quality and resolve inquiries efficiently.
- Implemented training programs to improve staff performance and customer satisfaction levels.
- Analyzed customer feedback to identify trends and inform service enhancements.
- Managed escalated issues, ensuring timely resolutions while maintaining customer loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Orange High School
Orange, CASkills
- Strong time management abilities
- Project and account management
- Experience in aerospace manufacturing processes
- Proficient in Excel functions, including VLOOKUP and PivotTables
- Self-motivated, with a strong sense of personal responsibility
- Attention to detail
LANGUAGES
English & Spanish
Bilingual
Timeline
JR. STAFF ACCOUNTANT
Thermal Structures Inc.
01.2024 - Current
CUSTOMER SERVICE MANAGER
Thermal Structures Inc.
11.2016 - 08.2020
Customer Service Manager
Trading Places International
01.2006 - 10.2016
High School Diploma -
Orange High School
Business Owner
- Licensed Notary Public
- Petals de Coeur - Wedding floral company