International Customer Care Sample Resume Format in Word Free Download

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WORK EXPERIENCE                                               

MEDTRONIC, INC., World HQ, Fridley, MN                                                                                                                July 2011 – Present

Import/Export Analyst, Int’l Trade & Customs Compliance – Global Supply Chain

·         Utilize expert import/export compliance knowledge and experience to research, prepare, submit, renew and track export license applications and receive approvals from U.S. Bureau of Industry and Security and Office of Foreign Assets Control.

·         Interface with corporate legal, Int’l marketing managers, business unit managers and directors, regulatory and other cross-functional groups to assist with license requirement planning, as well as investigate issues and ensure compliance of company polices and government regulations.

·         Create, lead and improve training and education programs at various intercompany locations regarding proper user of Export Administration Regulations and U.S. Census Bureau regulations.

MEDTRONIC, INC., Colombia Heights, MN                                                                                                 March 2011 – July 2011

Supervisor, National Answering Service – Patient and Contact Solutions

·         Maintain efficient and effective call center by ensuring accuracy and timeliness of messaging and call handling.

·         Ensure personnel are trained on department SOPs and work instructions.

·         Invest time and resources in on-going employee development.  This includes supporting yearly development plans and performance objectives for team and individuals.

·         Continuously monitor and develop metrics to ensure adequate adherence and performance.

MEDTRONIC, INC., Shoreview, MN                                                                                                                               Dec. 2009 – March 2011  

Supervisor, International Customer Care                                                         

·         Empowered and utilized multiple team members to perform operational responsibilities efficiently.

·         Responsible for leadership, training, communication, team facilitation, objective setting, performance management, personnel data administration, asset and change management.

·         Employed strong interpersonal and influence management skills to push for resolution of broken processes and solicit additional resources to meet strategic goals.

·         Collaborated with Marketing, Regulatory, Finance, Supply Chain, SAP Data Administration, Sales, distribution center operations, and other cross-functional groups on a daily basis.

·         Recommended and implemented new technologies, quality standards, and business processes to align with strategic vision and cost savings strategies.

·         Traveled domestically and internationally to be voice of Int’l customer service.

·         Utilized excellent verbal and written communication skills to translate complex data into understandable language.

·         Proficient in understanding technical details and therapeutic interactions for most of Medtronic’s product lines.

·         Received certification for various leadership courses, including managing performance of others, accelerating team productivity, coaching others for top performance, and employee change.

·         Ensured compliance standards were met, as set forth by Transportation, Import and Export Compliance.

·         Worked strategically with 3^rd party logistics providers to analyze current work flow demand and troubleshoot bottlenecks.   

·         Represented Int’l during major integrations and acquisitions of Spinal, Diabetes, CoreValve, Invatec, Cryo, and ATS (nominated for Star of Excellence for lead role in ATS OTC integration.   

·         Served as key contact for sales and marketing to aid in smooth product integration after acquisitions.

·         Selected by Latin America Marketing to travel to Bogota, Colombia to meet with Neuro distributors, physicians and marketing
personnel to analyze major market data, distributor structure and major barriers to expansion (Project 3000 - May, 2010).

·         Acted as key member of the 5-day Lean Sigma Kaizen for Int’l Stock Transport Order delivery performance improvement, where I drafted and lead various initiatives to restructure customer service and logistics functions, which improved delivery performance and drastically cut operational costs (Memphis, Feb. 2011).

·         Collaborated with local and international warehouses, freight forwarders and intercompany locations to consolidate supply chain, sourcing and warehousing functions (Distribution Network Integration project).

MEDTRONIC, INC., Shoreview, MN                                                                                                                                    Feb. 2009 – Dec. 2009        Supervisor Intern, International Customer Care

·         Performed all aforementioned supervisory duties, with the exception of personnel data administration.

                                                                                                                                                   

MEDTRONIC, INC., Shoreview, MN                                                                                                                  Nov. 2004 – Dec. 2009

Senior International Logistics Coordinator-Latin America and International Customer Care                                           

·         Utilized SAP to facilitate day-to-day management of MDT Latin America customer service and supply chain functions, such as exporting, order processing, pricing, procurement, invoicing, credits, returns, and regulatory research.

·         Responsible for sourcing and product mgt. for six product lines at five domestic and six international distribution centers.

·         Utilized courier and carrier resources to export, import and track shipments for intercompany and distributor shipments.

·         Utilized strong understanding of export regulations to exceed compliance standards.

·         Developed ideas and strategies to improve processes and workflow.

·         Provided friendly, high-level, bilingual support to Latin America distributors, MDT sales/ marketing directors, and country managers for products of all business units, including CRDM, Vascular, Cardiac Surgery, Neurological, Spinal, Diabetes, ENT/NT.

·         Prioritized and effectively managed thirty distributor accounts and 11 intercompany accounts simultaneously.

·         Supervised, mentored and trained new hires.  

·         Collaborated with Regulatory and Marketing to assist with translation requests.

·         Teamed with marketing, supply chain and regulatory to communicate product shortages, FDA issues and forecasts.

·         Traveled to Chennai, India to train, supervise and audit 3^rd party Wipro employees on new CRDM bulk order process for Project C Lean Sigma Kaizen April, 2008. Received 6C award June, 2008.

·         Represented Latin America at Credit Hold Lean Sigma Kaizen in Memphis, reduced order lead time by 50%. Received 6C award.

·         Integrated Spinal customer service and logistics into MPLS operations through research and process mapping (FY07).

·         Elected as Leadership Workshop participant, where I provided process improvement ideas to management 2006-2007.   

·         Participated in conventions and trade shows at cardiac rhythm and neurological marketing conferences in Miami, FL (2005) and Buenos Aires, Argentina (2006).  Prepared marketing materials, showcased current products and communicated with distributors regarding current market demand and ordering procedures. 

·         Selected for Latin America Regulatory Internship, where I worked with submissions, approvals, monitoring and clearing GTS blocks (Feb.23 2009 – April, 2009).                                           

SMYTH COMPANIES, INC.                                                                                                                                July 2003 – July 2004

Latin America Account Manager                                                                                                                                          

·         Served as the communication link between customer and marketing team regarding product specifications, layout, design, color and verbiage.

·         Interpreted and translated spoken and written Spanish communication for large Latin American customers, such as Jose Cuervo, Quaker State Oil, Yoplait, Danone, Tupperware and many more.

·         Utilized knowledge of label printing industry, including presses, die cutters, inks, coatings and substrates.  

 AMERICAN CHAMBER OF COMMERCE, Mexico City, Mexico                                                                            Aug. – Dec. 2002

 Operations Intern

·         Demonstrated mastery of the Spanish language through translation, interpretation and writing.

·         Collaborated with marketing team and arranged the Chamber’s website to be more appropriate for its American viewers, removing many pictures and videos and replacing with written data.

·         Represented Chamber at various trade shows and conventions.

                                                                                                                                                                                             

EDUCATION

AUGSBURG COLLEGE, Minneapolis, MN                                                    Graduated                                                 June 28, 2010 

Master of Business Administration

     -Marketing concentration completion expected July, 2012                                                                                                                  

                                                                                                                                                                                                     

CONCORDIA COLLEGE, Moorhead, MN                                                     Graduated                                                   May 4, 2003

Bachelor of Arts Degrees:                                                                                                                                                    

·         Communication with emphasis in Public Relations/Advertising

·         Spanish

INTERNATIONAL STUDIES

·         La Universidad de las Américas semester abroad, México City, MX                                                               Aug – Dec. 2002

·         La Universidad de las Américas summer study program, México City, MX                                                                   May – June 2000

SKILLS

                                               

Proactive, creative, strategic and self-managed, collaborative and flexible work style; comfortable working under pressure, multi-tasking and negotiating; very proficient in Word, Excel, Outlook, Adobe, Power Point, SAP’s GTS and R3 systems, speak, read and write Spanish fluently; excellent interpersonal, organizational and communication skills; ability to lead and influence team; detail orientated; possess ability to comprehend technical data in English and Spanish; possess strong understanding of emerging markets and cultural differences; outstanding analytical comprehension; product integration, acquisition and launch experience; Lean Sigma and project mgt. experience; familiar with mergers/acquisitions process, as it relates to customer service, supply chain, logistics and data management; possess strong understanding of marketing plans and tactics; proficient in int’l logistics processes and import/export documentation, including letters of credit, sterile/quality certificates, incoterms, harmonized tariff codes and AES filing; effectively coach and develop direct reports.

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