Yvette Frescas
Oxnard,CA
Summary
Experienced Customer Service Supervisor/Scheduler with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
33
33
years of professional experience
Work History
Customer Service Supervisor/Scheduler
Freudenberg Medical LLC
Carpinteria, CA
05.2020 - Current
- Coordinate production schedules with material planners and make changes when required to avoid delays.
- Utilize SAP to open orders, close orders, run queries and reports.
- Develop master production schedule and utilize MRP system daily based on forecasts and manufacturing constraints.
- Direct the planning, purchasing, customer service, shipping teams to support customer demand, improving ontime delivery (OTD).
- Lead daily meetings to communicate production requirements to cross functional departments to ensure customer requirements are fulfilled on time.
- Determine appropriate manufacturing sequence and lead times for all operations.
- Ensure month end objectives are met and close out activities, including adjusting inventory and invoicing.
- Coordinate interdepartmental activity with Quality, Manufacturing, Purchasing, Engineering and Shipping.
- Analyze material shortage conditions and work with supply chain and recommend corrective actions to improve MRP.
- Support warehouse and shipping team to ensure accuracy of shipments and resolve any inventory issues.
- Supervise and coordinate activities of customer service staff.
- Identify and drive organizational needs and improvement opportunities.
- Participate and host on site customer visits.
- Coach employees through day-to-day work and complex problems.
- Actively support external and internal customers by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Resolve account issues to build rapport and relationships with clients.
- Process RMA's, credits and handle billing disputes.
- Handle customer complaints
- Monitor employee productivity and providing constructive feedback and coaching.
- Assist with preparing information required for quotes and address potential service concerns.
- Provide daily support to cross functions team, shipping, engineering, quality, sales team, quoting and financing.
- Evaluate staff performance and conduct yearly reviews.
Customer Service Representative
Freudenberg Medical LLC
Carpinteria, CA
12.2012 - 05.2020
- Manage customer return requests, tracking, disposition and ultimate credit/RMA processing.
- Answered customer telephone calls and emails promptly.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided back up for customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Entered orders into SAP computer database system.
- Processed EDI orders
- Led daily ontime delivery (OTD) meetings to ensure monthly goals would be met.
Customer Service Lead
Verizon
Oxnard, Ca
08.1997 - 04.2020
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Resolved concerns with products or services to help with retention and drive sales.
- Planned schedules and workflows based on expected customer demands.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved billing disputes
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
Education
No Degree - Criminal Justice
Ventura College
Ventura, CAHigh School Diploma -
Oxnard High School
Oxnard, CASkills
- SAP
- ERP Planning
- Knowledge of production schedule techniques, material requirements
- Time Management skills
- Immense ability to multi task and complete within deadline
- Excellent written and verbal communication skills
- Decision-Making
- Interdepartmental Collaboration
- Microsoft Office
- Employee Scheduling
- Team Productivity
- Goal Attainment
- Customer Relations
- Lean Manufacturing
- Annual Performance Reviews
- Conflict resolution
Timeline
Customer Service Supervisor/Scheduler
Freudenberg Medical LLC
05.2020 - Current
Customer Service Representative
Freudenberg Medical LLC
12.2012 - 05.2020
Customer Service Lead
Verizon
08.1997 - 04.2020
No Degree - Criminal Justice
Ventura College
High School Diploma -
Oxnard High School