PRISCILLA A. IMES
Leander,TX
Summary
Versatile and collaborative Client Services and Financial Professional with over 19 years of combined experience in Financial Reporting, Customer Service Management, Problem Solving, Research, and Sales/ Client Relations. Proven ability in building strong client relationships while communicating effectively cross-functionally throughout organization. Provide practical experience championing a customer centric culture, optimizing processes while controlling costs and staying within budgetary requirements. Benchmark quality service at every milestone while producing ‘outside the box' solutions. Excellent project mediator: resolve daily challenges, disputes and misunderstandings with the ability to reengineer processes for improved profitability and functionality. Demonstrated expertise in: Sales Client Relationship Management Financial Lease Contracts/Agreements Customer Service/ Support Improve Process Efficiencies Service Management and Delivery Team Development Presentations Strategic Partner Programs and Relations Issues Resolution Accounts Receivable Financial Reporting Dynamic Production Planner with success in supporting production operations and supply chain management. Highly adept and detail-oriented in developing production schedules, promoting operational efficiency, managing inventory and coordinating logistics. Proven history of managing complex production schedules aligned with sales forecasting and customer order deadlines. Expert in maintaining meticulous records to identify aspects needing improvement and develop solutions.
Overview
19
19
years of professional experience
Work History
Planner
Applied Materials
08.2022 - Current
- Specialize in planning activities involving production control, inventory control, process control, or shop floor control / Work In Process (WIP) integrity for MDP
- Maintains Oracle work order release schedule that provides material on-time to manufacturing and engineering
- Reschedules and/or completes no-charge, all discrete jobs as required
- Increases component availability at time of release by performing pre-shortage analysis
- Performs work order variance analysis
- Reviews MRP execution and ensures accuracy of information; reconciles supply and demand; validates master scheduling and/or PDS requirements
- Reviews and ensures proper disposition of Engineering Change Orders (ECO's)
- Performs regular system maintenance and audits to ensure system accuracy
- Prepares status reports of all ECOs and ECRs in process
- Participates in floor audits with Finance and resolves WIP issues
- Attends production meetings and provides status on material shortage commit dates
- Changes "make" level lead times in accordance with reality on the manufacturing floor
- Works with engineers to manage materials for special engineering projects
- May work with work centers on shop floor control activities
- Inventory Control – Analyzes usage data and stock levels to order parts to satisfy service levels; maintains inventory levels per plan and expedites shortages; may forecast spare parts needs
- Examines material variances, resolves problems where possible, and/or communicates more difficult problems to management
- Assists in setting up new inventory systems or modifying existing systems, when necessary; assigns appropriate expediting duties to expediters
- May manage obsolete inventories
- Process Control – Participates in identifying root cause and corrective action from PCI reporting and metrics, drives cycle counting.
Program Auditor/Analyst
TWC, The Salvation Army Williamson County Service
11.2021 - 07.2022
- Process applications for financial assistance for rent and/or utilities, as applicable
- Audit WilcoForward client files, ensuring forms are filled out properly, documents are in proper order
- Audit WilcoForward client data in database, ensuring accurate data was previously entered
- Add additional information and/or make other data updates to all WF client records
- Execute/run various database reports to ensure data is reflected accurately
- Follow the checklist and/or other tools provided that allow for specific editing or verification of client info
- Respond to COVID19 financially impacted callers who request financial assistance (rent/util), and provide other available resources when deemed appropriate
- Texas Rent Relief Program
- Call or email clients to follow-up on missing documents or missing data
- Prepared working papers, reports and supporting documentation for audit findings
- Provided journal entries and performed accounting on accrual basis
- Tracked funds, prepared deposits and reconciled accounts
- Completed audit papers by thoroughly documenting audit tests and findings
- Assisting with making emergency food bags and helping in food pantry, on occasion
- Back-up to reception desk
- Meet/greet clients and visitors, answer phones, check email, etc., on occasion
- Perform general duties to include but not limited-to, photocopying, faxing, scanning, emailing, and filing.
Inside Product Specialist II
Dell Inc
06.2015 - 09.2020
- Managed Accounts of Major Distribution Partners, Tech-Data and Ingram Micro
- Managed, Trained and provided coaching to 17 junior team members located in Costa Rica
- After Point of Sale Warranty Renewals
- Created database of all equipment models and serial Numbers
- Extend/ Upgrade Warranty Renewals through the Channel to Distribution Partners
- Business Unit specific service expertise of ProSupport
- Proactively provide Partners with Service Tag Reports for upcoming expiring units to continue revenue-generating opportunities
- Increased sales by educating Distribution Partners on benefits of products and services in comparison to competitors
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Upsold products and services to increase company revenue to 124% targeted sales Metrics
- Utilize SFDC to drive Campaigns
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Inside Product Specialist
Dell Inc
04.2014 - 06.2015
- Provide Sales support to Inside Sales Team
- After Point of Sale Warranty Renewals
- Manages GCC Southwest Territory
- Account set consists of Hawaii, Arizona, Southern California & Southern Nevada
- Worked with Middle Market Resellers
- Extend/ Upgrade Warranty Renewals through the Channel to Partners
- Business Unit specific service expertise of ProSupport
- Proactively provide Partners with Service Tag Reports for upcoming expiring units to continue revenue-generating opportunities
- Identify Channel Partner Service needs and explain benefits of continued Services Renewals with Dell
- Utilize SFDC to drive Campaigns
Accounts Receivable Sr. Specialist
Dell Inc
05.2008 - 02.2013
- Worked primarily with the public sector, government, city and state agencies regarding the purchase of large-scale computers that were financed through lease contracts and/or bonds
- Managed a portfolio of 18-22 standard Master Lease Agreements (MLAs) while providing back office and A/R support
- Prepared documentation on customized MLAs while working with Snap Leases and acting as a Transactional Process Expert
- Guaranteed financial information was correct; gathered tax information as well as bonds that were purchased for those computers
- Ensured documentation was accurate and signed by the correct individuals and city agencies before setting up customer billing process for each lease and/or contract
- Provided the best in class customer experience that fostered relationships, loyalty and continued revenue-generating opportunities
- Performed lease entry and booking, maintaining a fast turnaround time while exceeding quota of number of orders per month
- Acted as point of contact, working through contract issues, for aging accounts, and addressing process improvements
- Interacted with C-level executives and segment leaders on direction and ensuring credit, legal, pricing, records and sales were correct
- Worked with legal department in setting up contracts, ensuring agreements between parties remained constant and were up-to-date
- Generated assignments, assumption and/or sales to leasebacks as needed, audited and released lease orders
- Consistently provided feedback and direction to staff ensuring business development and lease contract management moved forward
- Continually sought-out opportunities that increased client satisfaction and deepened client relationships
- Designated Subject Matter Expert tasked with training of ongoing policy & procedural updates
- Performed monthly quality audits tracking service levels.
Lead / Senior Team Specialist, Sr. Fraud Prevention Associate
Dell Inc
08.2007 - 05.2008
- Managed & track credit applications to identify potential fraud
- Performed Investigations to minimize credit risks and prevent identity theft/ fraud with account holders
- Well versed in fraud detection to recognize inconsistencies in account information within Consumer and Business Segment for Dell Preferred Account Holders
- Inform management and peers of new developing fraud patterns and trends occurring in the online merchant world
- Responsible for maintaining the integrity of all security/legal documentation and privacy laws
- Canceled fraudulent orders according to risk factors that have been identified Dell's Red Flag indicators
- Served as a point of contact between customers, and shipping carriers when necessary to intercept orders from improper delivery
- Resolution of disputes for Dell Preferred Account / Dell Business Account to remove erroneous charges
- Charge backs
- Act as a Liaison between Dell Customers and credit bureaus to clear credit reports with the credit reporting agencies i.e., Experian, Trans Union, Equifax
- Reporting / Fraud Mailbox Management
- Assisted in training new hires and team members on fraud processes
Asset Protection Coordinator, Front
Dell Inc
12.2006 - 08.2007
- Verified customer account information to ensure protection against losses from accounts that may have been opened fraudulently via Identity Theft
- Inform fraud victims of process to clear credit record and how to begin documentation with credit reporting agencies
- Worked in collaboration with Federal/State/Local Law Enforcement agencies to aid in Dell Equipment recovery attempts
- Advised internal and external customers of UCC filing process
- Reviewed accounts to ensure proper UCC -1's were filed
- Acted as a resource for Lease Administration, Dell and DFS sales reps and customer service to resolve inquiries on pending accounts
Customer Service Manager
Raymour & Flanigan
11.2004 - 12.2006
- Managed, planned, organized all customer-oriented activities, service levels, transactional efficiencies and cost management
- Maintained store level performance and management relationships between operations & sales departments
- Partnered collectively with store manager to guarantee all processes were fulfilled internally and externally by providing appropriate training method and tools to associates to enhance business unit success rate
- Designed and implemented improvement processes and updated operational policies
- Handled all escalated customer and open service issues for the showroom
- Staff management of Supervisors, Customer Service Representatives, Warehouse Associates and Billing Department
- Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
- Conducted hiring process, disciplinary actions and terminations
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Business Administration
Huston-Tillotson University
Austin, TX05.2016
Associate of Arts - Theology
T.D. Iglehart School of Ministry San Antonio
San Antonio, TX06.2023
Paralegal Certification - Paralegal
University of Texas
Austin, TX03.2022
Business Administration
Genesee Community College
Batavia, NY05.2006
Skills
- COMPUTER:
- Windows 11, Word, Excel, PowerPoint, SAP, Charity Tracker, Oracle, Salesforce, IDD, Dell Serv, DOMs, DPS, Smart DOMs, FSR Tool, POM, FiServ, InfoLease, BRAMS, RAMS, CMS, LMS, DFS Funder Track, Fusion Tool
Affiliations
CAPA (CAPITAL AREA PARALEGAL ASSOCIATION) Member since September 2021
OUTREACH/MISSIONS, PRESIDENT (Greater St. Johns COGIC) Member since April 2020
NSN (NATIONAL SALES NETWORK) AUSTIN CHAPTER Director of Events Member since March 2015
Certifications
Paralegal, University of Texas @ Austin - March 2022
Timeline
Planner
Applied Materials
08.2022 - Current
Program Auditor/Analyst
TWC, The Salvation Army Williamson County Service
11.2021 - 07.2022
Inside Product Specialist II
Dell Inc
06.2015 - 09.2020
Inside Product Specialist
Dell Inc
04.2014 - 06.2015
Accounts Receivable Sr. Specialist
Dell Inc
05.2008 - 02.2013
Lead / Senior Team Specialist, Sr. Fraud Prevention Associate
Dell Inc
08.2007 - 05.2008
Asset Protection Coordinator, Front
Dell Inc
12.2006 - 08.2007
Customer Service Manager
Raymour & Flanigan
11.2004 - 12.2006
Business Administration
Huston-Tillotson University
Associate of Arts - Theology
T.D. Iglehart School of Ministry San Antonio
Paralegal Certification - Paralegal
University of Texas
Business Administration
Genesee Community College
Similar Profiles
Bolloju NiranjanBolloju Niranjan
Test Lead at Applied MaterialsTest Lead at Applied Materials
Luisa Fda AndradeLuisa Fda Andrade
Manufacturing Technician at Applied MaterialsManufacturing Technician at Applied Materials
Vincent A. GonzalesVincent A. Gonzales
Materials Handler at Randstad Staffing (GXO/Applied Materials)Materials Handler at Randstad Staffing (GXO/Applied Materials)
Eli FradkinEli Fradkin
System Qualification Engineer at Applied MaterialsSystem Qualification Engineer at Applied Materials
Christopher LundeenChristopher Lundeen
Construction Superintendent at Whitestone Construction GroupConstruction Superintendent at Whitestone Construction Group