Susan Helm
North Kingstown,Rhode Island
Summary
Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.
Overview
32
32
years of professional experience
Work History
Technical Information Specialist
Agilent Technologies, LLC
North Kingstown, Rhode Island
07.2017 - Current
- Research and analyze information received from customers to generate custom made chemical products for quotation.
- Collect data by identifying information sources and designing survey and collection methods.
- Used database to research, gather, and analyze materials for custom quotes.
- Prepared custom quotes by collecting, analyzing and summarizing information.
- Update database with current status of available products.
- Monitor product for Regulatory Status.
- Process products through Customs for exporting.
- Maintain SAP Material Master for custom made and catalogue items.
- Obsolete custom and catalogue items based on yearly consumption as directed.
- Submit costing to Agilent WWCA daily so pricing can be generated and/or updated as needed.
- Prepare, update, and maintain work Instructions for TIS related job descriptions.
- Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Team Lead
ULTRA Scientific
North Kingstown, Rhode Island
02.2009 - 07.2017
- Coached new team members on service techniques and provided guidance through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Air Export Supervisor
Panalpina, Inc.
Tulsa, Oklahoma
09.1994 - 06.2008
- Examined documents to comply with federal and foreign regulations governing shipment, receipt and documentation of products.
- Spearheaded continuous improvement of processes and controls to drive consistent customer satisfaction.
- Oversaw pre-alerts to determine if freight would arrive as expected.
- Established, monitored and revised service standards for customs clearance operations.
- Oversaw staffing and selection decisions to allocate resources and manage project assignments.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Handled day-to-day shipping and receiving packages daily.
- Coordinated dispatching of drivers to accomplish daily delivery requirements.
- Expedited resolutions of shipping errors and packaging mistakes.
- Conducted research to address shipping errors and packaging mistakes.
- Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.
Air Traffic Controller
United States Navy
Fallon, Nevada
09.1985 - 09.1990
- Communicated instructions to pilots through clear delivery and enunciation.
- Utilized communications systems to direct movement of pilots and ground personnel.
- Controlled arrivals and departures and transitioned aircraft across airfield and flight line.
- Researched continually to stay up to date on new FAA rules and policies.
- Notified airport response personnel to be ready when emergency situations presented.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
No Degree - Italian
Tulsa Community College
Tulsa, OK01.2006
No Degree - Liberal Arts And General Studies
Antelope Valley College
Lancaster, CA06.1994
Air Traffic Control Certification - Air Traffic Control
Naval Air Station Millington
Millington Tennessee12.1985
High School Diploma -
Sterling Public Schools
Sterling Oklahoma05.1982
Skills
- Data Entry and Database Software
- Data Research and Analysis
- Information Updates
- Technical information interpretation
Timeline
Technical Information Specialist
Agilent Technologies, LLC
07.2017 - Current
Customer Service Team Lead
ULTRA Scientific
02.2009 - 07.2017
Air Export Supervisor
Panalpina, Inc.
09.1994 - 06.2008
Air Traffic Controller
United States Navy
09.1985 - 09.1990
No Degree - Italian
Tulsa Community College
No Degree - Liberal Arts And General Studies
Antelope Valley College
Air Traffic Control Certification - Air Traffic Control
Naval Air Station Millington
High School Diploma -
Sterling Public Schools
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