Summary
Overview
Work History
Education
Skills
Timeline
Generic

Veronica Fira

Grand Prairie,TX

Summary

Ambitious, quality and customer focused, individual seeking a Customer Experience Manager position to utilize a highly developed sense of integrity and experience to provide a positive customer experience.

Overview

13
13
years of professional experience

Work History

Complex Customer Service Manager

International Paper
01.2020 - Current
  • Act as a front line decision maker, managing major customer accounts
  • Provide significant process and/or product expertise, and be a subject matter expert resource for other team members
  • Receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations.
  • Conduct initial machine checks upon arrival to ensure operational status and identify any downtime issues.
  • Analyze downtime reasons and record observations for further analysis.
  • Plan daily activities based on production status and prioritize tasks accordingly.
  • Attend morning meetings at 7:30 and 9:30 to discuss production updates and address any immediate issues.
  • Manage interruptions throughout the day including customer demands, CSR requests, shipping logistics, and production scheduling.
  • Collaborate with team members regularly to coordinate activities and address operational challenges.
  • Run the Customer Commitment Report (CCR) to review order statuses and identify potential late orders or shortages.
  • Coordinate with CSR and shipping departments to verify order status and arrange for timely customer pickups.
  • Assess production needs to ensure plant efficiency, focusing on timely order fulfillment and sheet availability.
  • Monitor production output to maintain minimum run quantities and address deviations promptly.
  • Evaluate outsourcing opportunities for orders and coordinate with sister plants as necessary.
  • Update order statuses accordingly and ensure seamless coordination between departments.
  • Review and approve the Order Intake Report for accuracy and completeness of orders booked.
  • Verify V/C % compliance and check order statuses to ensure all are in the released status.
  • Address any issues such as orders on credit hold or pending release in EDI.
  • Manage tax-related considerations for specific customer orders, ensuring compliance with tax requirements.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.

Customer Service Manager

International Paper
01.2017 - 01.2020
  • Personally awarded the CEO Award for a significant and impactful contribution for 2019
  • Manage the work group that monitors the flow of accurate and timely information between sales, accounting, scheduling, production, and shipping department
  • Select, train, and develop Customer Service Representatives for the DFW Complex
  • Responsible for departmental continuous education in 'box plant' technology, new management processes, and personal growth
  • Manage the backlog system and the integrity of the entire Customer Service database
  • Track branch on-time delivery performance and develop improvement alternatives
  • Monitor/oversee the administration of pricing policies established by the Sales Manager and GM
  • Assist in monitoring WIP and FG inventory
  • Solicit, organize, and communicate customer feedback relative to branch performance
  • Work with General Manager, Sales Manager and Human Resources Manager to bring about the total team concept between the sales staff and customer service representatives
  • Actively encourage customer partnership by building ongoing relationships with customers
  • Manage new item process to ensure accuracy of order
  • Manage price change process to ensure that bulk price changes are accurate
  • Review inventory aging and ensure that inventory aging is not part of month-end analysis
  • Primary contact for coordinating schedule changes to meet customer demands
  • Ensuring timely execution of Order Shortage Notifications & Trim Completes
  • Primary contact for coordinating schedule changes to meet customer demands
  • Overall responsibility for addressing production and scheduling issues
  • Oversight for finished goods inventory.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

Customer Service Representative

International Paper
01.2012 - 01.2017
  • Collaborate with cross-functional teams to design customized corrugated products for clients.
  • Process both internal and external orders, ensuring accuracy and efficiency in order entry and fulfillment.
  • Maintain regular and punctual attendance to facilitate timely procurement of materials and supplies for production.
  • Communicate promptly with internal and external stakeholders regarding order status, estimates, changes, and issue resolution.
  • Manage purchase orders, coordinate account credits, and uphold customer and system data integrity.
  • Coordinate with production teams and utilize industry systems to ensure on-time delivery and optimize production capacity.
  • Monitor and optimize customer inventory levels to meet operational efficiency goals.
  • Participate in ongoing training and provide backup support as required.
    Collaborate effectively within a team environment to achieve organizational objectives.
  • Demonstrate leadership in operational practices and problem-solving for both internal and external customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Education

High School Diploma -

America’s National Christian Academy
Arlington

Skills

  • Microsoft Word
  • Excel
  • Power Point
  • Software Witron
  • KIWI
  • SAP
  • JDE
  • Spanish
  • English
  • Customer Focus
  • Timely decision making
  • Process oriented
  • Building effective teams
  • Managing conflict
  • SME for department
  • Providing overall direction and leadership to the customer support team Successfully improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies In addition to business improvement, the successful candidate will be expected to provide team members with challenging work and developmental objectives, and will share both responsibility and accountability in the attainment of organizational goals

Timeline

Complex Customer Service Manager

International Paper
01.2020 - Current

Customer Service Manager

International Paper
01.2017 - 01.2020

Customer Service Representative

International Paper
01.2012 - 01.2017

High School Diploma -

America’s National Christian Academy

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Veronica Fira