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Louise C.

146 Kirkcaldy Drive 443.350.3479
Elkton, MD 21921
Results-driven Experienced Customer Service Representative with
diverse experience working for one of the world's largest polymers and
petro chemical companies. Passion for exceeding customer expectations,
customer service and strong technical knowledge regarding plant
operations and capabilities. Known for being effective working across
functional areas including: customers, sales, distribution, marketing,
supply chain, finance and warehousing. Process improvement experience
with strong communication and organizational skills resulting in
consistent program delivery.

Lyondellbasell, Newtown Square, PA
Account Representative - Specialty products 2008 - present
Process customer orders received via phone, email fax or customer's
web site and enter information into the
SAP system accurately and timely and confirm with in 24 hours.
Validate and review orders received via
E-business channels. Ensure all orders comply with processes and
procedures in accordance with our ISO process. Forecast verification
and resolve discrepancies with sales and solicit orders to meet
month-end goals. Resolve discrepancies on invoices with Accounts
Receivable and Sales in a timely manner. Enter complaints
and resolve in 30 days. Enhance partnerships and future sales with
strategic customers. Maintain effective communication between Sales,
Marketing, Operations and Transportation to effectively provide
answers to inquires regarding price, product availability and
transportation requirements. Models strong core
competency communications with internal and external customers
ensuring total customer satisfaction. Demonstrates ability to work
well in a team environment and provide support to other team members.
Participate on teams to identify SAP system improvements in test
environment and then implement in live environment.
Croda, New Castle, DE (formerly Uniqema, Division of ICI Americas
Inc., acquired by Croda Inc. in 2006)
Customer Service Manager - Support Services 2004 - 2008
Managed largest distribution client which represented $42 million in
annual revenue. Managed warehouse personnel in allocating, picking,
prioritizing orders to ship. Worked with outside warehouses to
customer satisfaction and On Time and In Full (OTIF) metrics.
Prioritization lead in establishing process and criteria used to
divide up product in shortage situation. Managed daily invoicing,
credits/debits, deductions
and cost supports.
* Decreased discrepancies ($600,000 to $75,000) by ensuring
process of purchase order prices match system prices.