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Deborah SimpsonConcord, CA 94519
Cell: 925-451-7495 Home: 925-349-6313Email; [email protected]
Work Experience:Danville Materials, LLCOct. 1999 - PresentCustomer Service Manager/International Sales/Technical Services ManagerResponsibilities:
Manage and provide feedback to all customer service reps as it relates to the order entry and individual performance.
Receive incoming calls/emails and process customer orders for international orders and domestic orders.
Regularly meets with UPS, FedEx and other shippers to ensure best prices and services are received.
Attend trade shows and actively manage the booth during the events. Manage complaint and returns departments and support engineering/ QC in complaint
investigations. Ensure CSRs are trained to perform their tasks. Review accuracy and timeliness of order entry and processing. Coordinate and schedule ongoing product training and development a program for all CSRs at it
relates to: Product Knowledge, Internal Processes and Procedures and Customer Relations. Compliance and revisions to 13485 ISO Procedures for all sections involving Customer Service
order entry and shipping. Regular reports and reviews of CSR performance as it relate to individual skill level and job
responsibilities. Schedule and conduct as needed performance reviews and annual performance evaluations. Mediate and resolve all customer complaints as they relate to the CSR department issues,
personnel and performance. Conduct regular staff meetings and facilitate discussion and solutions leading to improved levels
of service satisfaction and follow up. Update and reports to management and production manager all back ordered products effecting
fulfillment and shipping. Establish and set up new dealer accounts for USA and International. Provide quotes for potential OEM customers to include all requirements such as packaging and
accessories. Alert management to possible or potential problems with product performance as a reflection of
customer complaints and feedback. Main internal contact for Perioscopy inc. which includes all functions of order processing,
Equipment sales and Accounts Receivables and Returns/Complaints.
Natures Designs
Apr. 1998 - Feb.2000Office ManagerResponsibilities:
Answered all incoming calls. Placed orders for flower arrangements and deliveries. Handled billing and accounts receivables.
March InstrumentsMay 1992-Sept. 1997Marketing Administrative AssistantResponsibilities:
Processed all incoming leads. Sent literature, made follow up sales calls. Managed telemarketing personnel. Coordinated all trade shows throughout the year. Purchased and maintained booth. Attended select Trade Shows. Coordinated annual KOL dealer event, which includes hotel and transportation arrangements. Implemented sampling program to be profitable. Prepared all documentation (letters of credit) and shipped medical devices as per each individual
countries regulation.
Education & Training:Mt. Diablo High School Graduate, Concord, CADiablo Valley College, Pleasant Hill, CASeminars Attended: UPS International Shipping/Regulations, Fed Ex International Shipping and FDA Regulations, Chamber of Commerce International Regulations and Coding, Skill Path Customer Service Seminar, Building a Sales Organization with the Courage to Compete and the Skill to Win.
Computer Skills:Types 45 wpm, Microsoft Office, Excel, Outlook, Xcharge, Access (Lean Machine)Act Contact Management, DBA, EVO
Personal Achievements and Community Involvement:Received an Export Achievement Award from Chamber of Commerce Oakland, CAManaged Little League Baseball teams-Junior Optimist Baseball League Concord, CA 2010-2016Classroom volunteer-Monte Gardens Elementary Concord, CA 2008-2013
