Myra Cortez
Order Department Management - Sales
Moreno Valley,USA
Summary
Accomplished Sales Support Manager and customer service, adept at streamlining processes and enhancing productivity. At Monoprice Inc., led a team to exceed quarterly targets, managing over 4,700 orders monthly and significantly improving order accuracy and turnaround time. Skilled in order management and problem-solving. I significantly improved order accuracy and efficiency. Fluent in English and Spanish, I excel in high-stress environments, demonstrating exceptional organizational and leadership abilities.
Overview
23
23
years of professional experience
Work History
Sales Support Manager
Monoprice Inc.
09.2009 - Current
- ECommerce based company, we service the B2B division sales department and order processing.
- Exceeded quarterly targets consistently through close collaboration with the sales team on account strategy development and execution.
- Department sales for B2B is averaging $3.6 million per month with an average 4,700 orders processed per month.
- Managed a team of 9 order processors. 3 in the US and 6 in the Philippines and 1 US supervisor.
- Collaborated with 30+ inside sales in the Philippines and 5 outside regional sales reps in US.
- Work with sales team to reach targets, consistently meeting or exceeding personal quotas by having orders processed in a timely manner.
- Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.
- Streamlined order processing by automating routine tasks, improving accuracy, and reducing turnaround time.
- Successfully managed high-stress situations, such as product shortages or major customer complaints, by coordinating resources and collaborating effectively with various teams to resolve issues promptly.
- Managed a high-performing sales support team, providing guidance, mentorship, and performance evaluations to drive success.
- Championed the adoption of new technology tools within the department to streamline communication and enhance overall productivity.
- Coordinate with multiple departments, accounting, customer service, warehouse, sales reps to ensure orders get completed and dispatched.
- Enhanced customer satisfaction through timely resolution of issues and proactive communication with clients.
- Work with IT department in testing phases of new implementations to improve operations when needed.
- Give input on improvement to our process and EPR system to provide better productivity and efficiency with order process.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyze and properly process product returns, assisting customers with finding alternative merchandise to meet needs.
- Completed special projects by using effective decision-making, critical thinking and time management skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Attend upper management meetings to strategize closing sales and preventing fraud.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Representative
Network Global Logistics 3PL
03.2008 - 08.2008
- Receiving and processing Orders via email and EDI.
- Responsible for Target and Big Lots as well as other mom & pop accounts.
- Routed Target orders thru Partners Online.
- Required manual calculation of accurate truckload by accurate weight, cube and pallet count.
- Called in all pick up request with carriers.
- Occasionally helped in UPS/Fed Ex station processing orders and labeling.
- Sent customer daily open order reports, daily shipment tracker and end of day reports.
- Worked with various departments to get accurate forecast on order completion.
- Assisted customers with setting appointments, shipping and special order requests, arranging merchandise pick-up at other locations, customer complaints and lead times.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Customer Service Representative
Office Star Products
07.2001 - 05.2006
- Receiving and processing Orders via email, Fax and EDI.
- Responsible for Costco, Rite Aid, Target, Linen & Things, Bed Bath & Beyond and Aaron's accounts as well as other mom & pop accounts nationwide.
- Processing over 150+ orders via EDI per day, manually processed over 40+ per day.
- Answering heavy volume phone calls, assisted customers with order questions, complaints and inquiries regarding price quotes and lead times.
- Managed inventory, product availability to ensure orders were completed in a timely manner and lead times were met.
- Worked with various departments such as production to get an accurate forecast completion to fulfill orders
- Communicated with sales managers daily, with crucial information on their accounts to meet and satisfy customer needs.
- Kept constant communication with upper management with updates on order department.
Education
Bachelors of Science - Psychology
Argosy University
Orange, CA08.2006
Associate of Applied Science - Criminal Justice
Everest College
Rancho Cucamonga, CA10.2002
Skills
- Order management
- Sales processes
- Sales support
- Customer service
- Order entry
- Vendor Central -Amazon Retail
- SPS Commerce - Grainger
- Routing and dispatching freight loads
- RMA
- Process Streamlining
- Problem-Solving
- Organization
- Time management
- Quick learner
- People-oriented
- Natural leader
- EDI
- CRM - Dynamics
- Tableau
- HubSpot
- Salesforce
- Geneva
- JIRA
- Zendesk
- MAS 90
- MASS 200
- MS Word
- Excel
- Fluent in English - Spanish
Timeline
Sales Support Manager
Monoprice Inc.
09.2009 - Current
Customer Service Representative
Network Global Logistics 3PL
03.2008 - 08.2008
Customer Service Representative
Office Star Products
07.2001 - 05.2006
Associate of Applied Science - Criminal Justice
Everest College
Bachelors of Science - Psychology
Argosy University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Spanish
Native or Bilingual
References
References upon request
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsHealthcare benefitsWork-life balanceCompany CultureWork from home optionPaid time offPaid sick leaveSimilar Profiles
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