1. MONIQUE SMITH
1421 Estrellita Court. • Upland, California 91786 • 909-360-8768 H • 909-463-8632 C
SELECTED ACCOMPLISHMENTS
Highly personable Customer Service Professional with over twenty years of experience in account management claims, order
processing, administrative, retail sales and office management roles.
Using the Conway method to continuous process improvement I implemented the process to go paperless for the sales department.
This resulted in a yearly $100,000 departmental, savings, as the department was able to cut back on labor, and supplies.
Conducted daily sales training sessions attended by sales team that lead to a monthly %50 increase in sales revenue over the
previous year.
Saved a previous company more than %150,000 by determining there was an error in forecasting and procuring raw materials.
Working with overseas vendors I was able to cancel excess orders of discontinued 2015 items.
Skills
JDEdwards, QuickBooks, AS400, CRMS databases, Proficient with Microsoft Office System (including Microsoft Word, Microsoft
Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
PROFESSIONAL EXPERIENCE
Nexbelt. LLC – Rancho Cucamonga, California May 2015 to October 2015
Sales Administration Manager
Hired as a sales representative and selected by the CEO to manage the sales department as well as oversee the
Procurement department within two weeks of hire date.
Direct the planning, monitoring and control of shortage, purchasing, inventory control, and customer service operations.
• Reduced sales representative turn over rate by developing and implementing a comprehensive training
Program.
• Analyzed sales reports, and developed action plans to achieve sales objectives.
• Controlled administrative costs and procurement costs, payroll and field representative’s expenses.
• Communicated with senior management on sales, procurement and HR issues.
• Streamlined department process and procedures to determine optimum staffing levels. Instituted metrics
to document cost savings, purchase requisition turnaround and number of POs issued.
• Verified and approved all Performa invoices vendor payments.
• Tracked, expedited and scheduled shipments.
• Performed demand forecasting and consistently maintained appropriate stock levels of materials to
ensure well-run operations, without interruption.
Ready Pac, Inc. – Irwindale, California August 2005 to April 2010
Customer Service Supervisor
Directed and motivated 10 representatives in daily sales activities. Ensured optimum staff performance and customer service levels.
Developed and implemented highly effective training programs. Continually reengineered process and procedures to maximize
productivity.
• Effectively oversaw the JDEdwards programming and conversion and designed new system training manual.
• Implemented time and order handling stamps to facilitate work flow improvements and provided training as needed.
• Developed and created customer service S.O.P. handbook.
• Performed companion calls to develop and train customer service representatives.
• Assisted specialists’ with escalated calls and coached on call handling.
• Provided management team with feedback relating to team concerns, challenges and performance.
• Complied and wrote performance reviews.
• Answered questions and educate customers/customer service representatives on products and company policies.
…Continued…

2. MONIQUE SMITH
• Planned, coordinated and led daily and monthly staff and sales meetings.
American Honda Motor, Inc. (AHM) – Chino, California June 2003 to August 2005
Team Lead
Served as Team Lead for case management and processing teams with a total of 19 reps. Provided employees with tools and
training to maintain and increase customer satisfaction levels. Worked closely with supervisors to clarify information needed to keep
representatives up to date with new information pertaining to their roles.
• Maintained 100% customer satisfaction survey rating for two years.
• Improved customer service by studying and re-designing process/interactions.
• Conducted new hire-training program.
• Monitored CenterVu to ensure customer calls were answered in a timely manner throughout the call center.
• Implemented a system and call templates to aid in efficient active entry and call volume.
• Managed all overseas military cases and provided reimbursement for any out of pocket costs customer incurred due to
manufacture defects.
• Conducted weekly individual/team meetings to ensure key performance indicators, such as attendance, call production,
resolutions and recall campaign targets were met.
Nestle USA Distribution Center – Mira Loma, California March 2000 to June 2003
Clerical Support Team Lead
Lead a team of 5 clerical support clerks. Provided clerical support to A.O.C and A.P.C’s to enable account representatives to
productively handle customer accounts in a timely manner.
• Evaluated and implemented cost savings programs utilizing Conway’s methods of continuous process improvement.
• Eliminated paper files and outsourced storage facilities by implementing a paperless environment saving the customer
service department over $100,000 a year since 2003 in reduced staffing, in-house and off site storage and supply costs.
• Maintained and entered shortages and spoils claims.
• Conducted weekly meetings and assigned clerical staff to customer service teams to perform needed clerical and
administrative needs of the teams.
• Planned team incentive programs and luncheons.
• Conducted facility tours for school field trips and corporate visits.
• Managed management calendars and scheduled conference rooms for management and staff meetings.
EDUCATION
Chaffey College – Rancho Cucamonga, California January 2001 to June Present
A.A. Business Management program