Sylvia Cantu
Fort Worth,Texas
Summary
Focused Client Support Specialist promoting more than 30 years' expertise working for organizations in the printing and promotional product market. Courteous and cordial with a desire to take on challenges at a new company.
Overview
30
30
years of professional experience
Work History
Client Support Professional
RRDonnelley
Lewisville, TX
09.2021 - Current
- Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes; Handle customer concerns/issues as needed in a timely manner (i.e
- Dispute management, invoice reconciliation, etc); Provide proof of delivery, and order status upon request
- Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products
- Lead efforts to provide process documentation, workflows and job aids for internal and external purposes
- May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company
- Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production
- Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems
- Perform pricing/generate quotes
- Verify composition or perform copy prep as needed for order processing purposes
- Manage, client inventory item maintenance in applicable systems, producing and analyzing reports
- Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions
- May train and mentor other client care staff members
- Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements
- May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company
- Data entry responsibilities, setting up new items and managing current inventories
- Act as a communication link between external customer and all internal departments
- Performs other related duties and participates in special projects as assigned.
Customer Service Specialist II (American Heart Association Account)
Taylor Communications
Mesquite, TX
05.2010 - 05.2020
- Manage the day to day processes of billing to the AHA account
- Processed billing from Taylor Communications
- Order Entry
- Invoice Reconciliation
- Submittal of Invoice billing to AHA
- Product set-up of inventory items and custom items
- Miscellaneous Product Invoicing such as Freight, Warehousing, Print Management Fees and Fulfillment Fees
- Custom Inventory Report processing and submittal to AHA – daily
- Custom Inventory Receipt Report processing and submittal to AHA – daily
- Customer inquires via email and phone
- Process return goods into Taylor Portal and submitted to Taylor Corporate billing
- Reconciliation of invoicing for American Heart Association
- Invoice entry information into P3
- Reconciliation of inventory received and custom orders shipped and processed into P3
- Emailed invoices along with backup to AHA for payment.
Customer Service Specialist II (Golden Living Account)
Taylor Communications
Mesquite, TX
05.2010 - 05.2020
- Manage annual revenue of $800,000 for major customer account
- Maintain client relationship and generate new business through consistent customer contact, product upselling and customer website maintenance
- Manage customer summary billing, as well as, credit card billing
- Inventory management
- Virtual Product Management Order Processing Order Entry
Business Development/Outside Sales Representative
Texas Star Envelope
San Antonio, Texas
02.2007 - 05.2009
- Managed annual revenue of $500,000 for the DFW and surrounding area
- Maintained client relationships and generating new business through consistent cold calls, prospecting and follow up
- Liaison between clients and home office based out of San Antonio, Texas.
Business Development/Outside Sales Representative
Prestige Business Solutions
Dallas, TX
07.2005 - 10.2006
- Generated $250,000 in contracts for print management accounts
- Maintained existing customer base, as well as, generating new sales and relationship building through daily cold calling
- Cold calls, prospecting, closing
- 13 years experience in the print and promotional product industry.
Customer Service Manager
Workflowone
Dallas, TX
08.1994 - 07.2005
- Managed the day to day operations for the Dallas Sales office along with the Dallas Branch Manager and Area Manager
- Managed 12 customer service representatives and assisted with their day-to-day operations of major managed accounts
- Liaison between branch and corporate to ensure and enforce company policies, corporate communications and human resources
- Responsible for month end billing revenue
- Monitored this process through billing reports, open order reports and inventory reports
- Managed branch open accounts receivables and assisted in the collection process
- Coordinator for new suppliers and products between vendors and customer service representatives, as well as, sales representatives
- Managed the small to medium sized accounts for print and promotional product needs
- Responsible for interviewing, hiring and training new customer service representatives
- Also performed yearly evaluations, as well as, recommended salary increases based on performance.
Education
Executive Secretarial -
Central Texas Commercial College
07.1990
Skills
- Computer Literate
- Typing 80 wpm
- Time management
- Salesforce
- Excel
- Word
- AS400
- Photoshop
- Self-starter
- Competitive
- Desire to succeed and excel in a support position
- Google platform
- EPIC
- WCSS
- Custombuy
- Insite
- Strong Work Ethic
- Client rapport building
- Problem resolution aptitude
- Interpersonal and written communication
- Client Relationship Building
- Order Processing
- Professional telephone demeanor
References
References available upon request.
Timeline
Client Support Professional
RRDonnelley
09.2021 - Current
Customer Service Specialist II (American Heart Association Account)
Taylor Communications
05.2010 - 05.2020
Customer Service Specialist II (Golden Living Account)
Taylor Communications
05.2010 - 05.2020
Business Development/Outside Sales Representative
Texas Star Envelope
02.2007 - 05.2009
Business Development/Outside Sales Representative
Prestige Business Solutions
07.2005 - 10.2006
Customer Service Manager
Workflowone
08.1994 - 07.2005
Executive Secretarial -
Central Texas Commercial College
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