Sandra Massengale

• The OTD Controller Position is the bridge between the CSR's and the Back office. The OTD Contoller works with manufacturing, Purchasing, Stock Rooms, Receiving, and the Mexico Factory (CUU) to supplym updates to the CSR.
• Mapics, PowerLink, Teams, Excel, FO/BO communication system, Email, are just a few of the systems used as an OTD controller to provide recovery date to the CSR for late orders, as well as the best date for AOG and Critical orders. The goal is to to clear the back log and look forward a minimum of 2 weeks on future orders.
• I have work charts and excel spread sheets as requested by the Vice President (Craig Winfrey)
• The OTD Controller is a Newer Position at Safran Seats USA. I was involved in the development of this position. I attended the meetings with the management teams and IT development Teams to set up the work flow. I also worked to make the EDI Purchase Orders (BPO's) release between the M3 system at other BU's and Mapics system at the Gainesville compatible. This was done while still working as a CSR for some major customers.
• I also serve as a voice between the CSR's and the back office group. I have understanding of the needs, the OTD controller job was a break off of the customer service job. I offer the understanding of the customer needs and exceptions.
• I have worked to get the new OTD Controllers to understand the job and the expectation. I have always been open to answering any questions. Share my knowledge in Mapics, Powerlink, and Excel. I also was quick to show the Team any tools that I learned in thru put or other tools that are available. I am not the lead but was told by my management (Bobby Alexander), that I work like the lead and would be the lead if the position was available.
• I have received 4 Shining Stars for my work as an OTD Controller.

• I had Established and maintained a relationship with my customers, Emirates, Etihad, Oman, Boeing, Airbus, and Safran Middle East, just to name few. I listened to customer concerns and needs, I did my best to support the customer requirements while respecting the policies of the current company I worked under.
• I have received several shining starts for my work with Emirates, Boeing, and Airbus.
• I worked closely with purchasing, manufacturing, inventory specialist, finance, legal, and the field support teams.
• At one point the Field Support Team had a huge turn over, with no one to assist with the training on the computer system. Members of the team would inquire with me on how to use Mapics, along with other issues that I had knowledge of. I would share emails between the customers or Engineering and the previous Field Tech, so the Field support Team could support the customer with the knowledge and history required.
• I also was given access to the aftermarket portion of the contracts. I studied these contracts. Emirates at one point wanted Zodiac to pay for for late parts. I negotiated this with Emirates management team. At the time, due to annual orders and size Emirates business in seats and aftermarket, we did not charge expedite fees for expedites. I used this as leverage and we discussed what Emirates could do on the next annual order and I came back and discussed with Joe, the safety stock we could hold. Emirates order a 12 million dollar annual order that year.
• I was the main contact for Emirates, Etihad,Safran Middle East and Oman for at least 5 years. I did customer visits 2 times a year, I worked the issues with briefing from my Director at the time (Joe Barthel). I also supported Turkish, Ethiopian, Kenya and many other customers along the way. I continued to do the customer visits alone, until we received a new manager Lynette Erwin, and then a new Supervisor Jennifer Haney. Management joined me on the visits and took larger interest in Emirates since Emirates had grown so large and Emirates thought the Zodiac Management should show more interest.
• While under the direction of Vice President Bob Funk, Director Joe Barthel, Supervisor Kim Hamilton, and Supervisor Kim D'Arcy, I was a part of winning the #1 Seat Manufacture for Airbus 3 years. Allot of work went into this. Studying the failures from the year before and improving them. Reviewing the OTD and doing a Zodiac Survey months before the Airbus survey to insure we were doing all we could to please the customer. One thing that stands out to me even now, you never talk bad or blame the customer for your failings. This was a great accomplishment.
• I was also chose to represent the Weber/Zodiac aftermarket at Airbus, to give presentations on the services offered, contacts and phone numbers of the team members and escalation points for Weber/Zodiac. I also supplied the over all OTD proformance. We discussed the Mission of Weber/Zodiac, ways to help us help them, the importance of ordering the full RSPL.
• I trained the New CSR's on Quotes, Order Entry, responding to the customer, breaking down parts in Mapics to determine on time delivery date or see who to contact to request work in the shop, how to identify parts that are procurable, and the ones that are not. I also helped with contact information for anyone they might need to contact inside the plant. I usually sat with a new CSR a week, then passed them to another CSR to see how they did things.
• As a CSR, I supplied quotes, worked and entered Purchase Orders, I worked the OTD reports and supplied the customer with our report card, telling the % OTD for shipments, late open order and a recovery plan, if the OTD was below 85%. I also worked the BFE report between Emirates and the supplier to insure that Emirates was aware when material was required.
• Gathered customer feedback through surveys and used the data to improve my customer service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Consulted with customers to resolve service and billing issues.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Educated customers on special pricing opportunities and company offerings.
• I took several training classes for customer service, including how to communicate with your customer, proven techniques to de-escalate angry customers during telephone interactions.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Strengthened customer retention by offering discount options.
• Increased customer satisfaction ratings 95+% for Emirates and Etihad by effectively answering questions, suggesting effective solutions and resolving issues quickly.

• As a Manufacturing Engineer, I worked the rework planning for parts that were missing an operation or detail or were damaged.
• I had to understand the part, where it was used, the processes.
• I would receive the rejection tag from the Manufacturing Engineer. I would review and determine the best repair.
• I would submit planning that called out all processes and the QA codes.

While working on the seat line, I attached the backs, arms, food tables and diaphragms. I set the angle of the food tables.

I read drawings and determined what parts were required for each seat and hardware to be used, as well as the location of the parts.

I also worked in food tray assembly, ran drilling machines, back assembly, I dressed seats. Anywhere they needed help.