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Title: |
Order Management Specialist
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Location: |
US-Florida
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Work History: |
Nov’10 – Present
Avaya Virtual Office
Order Management Associate for AT&T (SBC Global Services, BellSouth, BST Purchasing and Leasing LP)
July'04 – Nov’10
Nortel Business Services/Nortel Networks
Virtual Office/Sunrise, FL
Order Account Manager for AT&T (SBC Global Services, BellSouth, BST Purchasing and Leasing LP)
Sept. ’98 – April’04
Grand Car Krafter Inc. Miami, FL
Assistant Office Manager
CASH
Ensure EDI and manual orders are acknowledged and processed within 1 business day. Target is 98% compliance
Ensure general customer requests are acknowledged within 4 hours from receipt and Dead-on-Arrival, Down System and same day shipment requests are acknowledged within 1 hour
Log order defects in ordering system, and inform customer of the hold the same day the hold issue is identified. Follow up frequently until resolved
Meet target of zero in 855/856 (data feed between front and back end systems) errors in less than 24hrs
Meet target of zero for Incompletes orders in less than 24hrs
Ensure Shipped-not-billed issues for shipments are resolved within 5 days
Resolve billing disputes within 5 days achieving 99% target
COST
Manage shipping discrepancies and drive corrective actions where applicable
Ensure RMA’s do not age past 40 days. Overall target is less than 35 RMA’s at 40 days
Ensure snag RMA’s do not age past 5 days. Overall target is less than 10 snags at 5 days
Minimize order change errors by adhering to ordering system change management training guides and optimization through customer order management
Delivery savings through LEAN work and identify and drive process efficiencies to reduce order touches within Order Management, help eliminate overtime, and to create bandwidth for additional project focus
OPERATIONS
Handle a volume of 1074 orders during 2010 fourth quarter end, 973 orders during first quarter in 2011, 833 orders in second quarter, and 793 orders during the third quarter (figures includes EDI and manual orders)
Support business in meeting Delivery Performance target of 92% by working cross-functionally to minimize order quality misses
Ensure valid contract, customer number and tax exemption certificates are in place
Adhere to order booking policy and company policies
Perform pricing, SBA (Special Business Agreement) and technical validation to ensure invoice accuracy
Meet forced price target of 98% by ensuring appropriate documentation and notes were included in all orders where applicable
Complete all mandatory certification and training including but not limited to Ethics certification and Revenue recognition requirements/guidelines
Attend to all Enterprise Order Management mandatory training
Support call queue coverage
TEAM WORK
Team with peers and management to ensure success of entire order management team
Provide escalation and management support during order management leader leave or absence
Mentor/Coaching whenever required
Assist in work load leveling during business peaks and vacation/absences
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Skills: |
Diligent, detail-oriented, pro-active, reliable and knowledgeable of all office functions. Solid background in Purchasing, Accounts Receivables and Payables
Works well under stress, multi-tasking in a fast-paced environment, completing projects and meeting deadlines effectively
Focused on exceeding customer expectations while upholding business policies and procedures
Self-motivated to learn and adapt easily to new concepts and responsibilities
Bilingual: English/Spanish
Seven years of experience in Order Management within the Telecommunication industry
Over sixteen years of working experience
Achieved highest service level ever in the Voice Enterprise organization for the second quarter of 2005 with a 95% performance to lead-time
Satisfied the completion requirements for Integrity Rules, Revenue Recognition for order management, Protecting Company Trade Secrets, Ethical Business Practices and Compliance, and Customer Engagement Excellence courses
Successfully completed Nortel product overview courses such as Optical, Wireless, Wireline and Enterprise Networks
Achieved organization goals in four business key areas: Cash, Cost, Operations, and Team Work
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Education: |
Nov'09
Florida International University Miami, FL
Professional Education Program. Principles of Project Management
May ’96 – June ’98
Florida International University Miami, FL
Bachelor Degree in Business Administration. Major: Management
July ’91 – July ’94
Universidad Technologica del Centro Venezuela
Managerial Science Technician. Major: Logistics
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