Jessica Canizales
Buena Park
Summary
Dynamic Customer Service Manager with proven expertise at Cordelia Lighting in leading remote teams and enhancing operational efficiency. Skilled in process improvement and data analysis, I successfully developed SOPs that streamlined workflows, resulting in improved customer satisfaction and reduced chargebacks. Proficient in Salesforce and Oracle, I excel in cross-functional collaboration.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Cordelia Lighting
Compton
05.2017 - 10.2023
- Managed Customer Service and RGA Department, leading hiring, training, performance reviews, scheduling, and team development.
- Oversee ACD phone system operations to ensure efficient call routing, timely issue resolution, and consistent customer service coverage.
- Coordinated daily communication via Slack across remote and cross-functional teams to streamline order and return processing workflows.
- Addressed and managed escalated customer issues and disputes.
- Oversaw full order lifecycle including processing, backorders, returns, refunds, and credit approvals.
- Created SOPs and job descriptions to improve operational consistency.
- Led cross-functional collaboration for new system integration (Oracle EBS), ensuring team readiness and successful go-live.
- Compiled and distributed sales forecasts, order history reports, and performance metrics to inform executive leadership decision-making.
Administrative Assistant
Pulsco Inc
Santa Ana
06.2016 - 05.2017
- Supported Engineering, Sales, and Accounting teams by coordinating schedules and managing communications.
- Prepared quotations, processed purchase orders, and tracked projects using ERP systems.
- Coordinated shipping logistics, export documentation, and freight rate negotiations.
- Oversaw office supply inventory and maintained relationships with vendors to ensure timely availability.
- Compiled submittals and operations manuals for project delivery.
- Compiled month-end booking and sales reports to assist in financial analysis and decision-making.
Administrative Assistant
Parker Hannifin
Irvine
03.2011 - 06.2016
- Prepared strategic pricing and win-rate reports to enhance decision-making for 14 divisions.
- Created dashboards, workflow charts, policies, and reporting tools for executives.
- Resolved estimating and pricing discrepancies to ensure proposal accuracy.
- Organized meetings by preparing agendas and booking conference rooms.
- Developed cost breakdown proposals and pricing rationales.
- Supported continuous improvement initiatives and cost reduction efforts to streamline operations.
Education
Master of Business Administration (MBA) -
California Coast University
Santa Ana, CABachelor of Science - Business Administration
California Coast University
Santa Ana, CAHigh School Diploma -
La Quinta High School
Westminster, CASkills
- Customer service management
- Order and account management
- Returns and credit processing
- Chargeback reduction
- Customer support strategies
- Process improvement
- Data analysis and reporting
- CRM and ERP systems
- Salesforce proficiency
- Oracle expertise
- AS400 knowledge
- Navision experience
- EmCompass/Rol knowledge
- Access database skills
- Remote team leadership
- Team management
- Cross-functional collaboration
- Workflow optimization
- System administration
- Microsoft Office suite proficiency
- Email management
- Slack communication tools
- Zoom video conferencing skills
- Microsoft Teams expertise
- Data entry accuracy
- Visual communication
- Executive administrative support
Timeline
Customer Service Manager
Cordelia Lighting
05.2017 - 10.2023
Administrative Assistant
Pulsco Inc
06.2016 - 05.2017
Administrative Assistant
Parker Hannifin
03.2011 - 06.2016
Master of Business Administration (MBA) -
California Coast University
Bachelor of Science - Business Administration
California Coast University
High School Diploma -
La Quinta High School