Maria Ponce
PALMDALE
Summary
Results-driven Senior Customer Service Representative with extensive experience managing major retail accounts, order entry, EDI processing, billing and cross-functional coordination. Recognized as a dependable leader and trusted resource, frequently serving as the primary point of contact during management absences while maintaining exceptional customer service and operational excellence.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Senior Customer Service Representative
Liverpool Los Angeles
Commerce, CA
11.2020 - Current
- Serve as the secondary point of contact for the customer service team providing guidance and support to team members and ensuring continuity of daily operations.
- Manage customer service operations for major accounts, including Stitch Fix, Nordstrom, Macy's and other Major Department Stores. Ensured timely and accurate order fulfillment
- Processed orders via EDI 850s and 860s
- Perform high-volume manual order entry
- Utilize EDI 945 to validate warehouse shipments, ensuring Bills of Lading align with received warehouse documentation.
- Collaborate cross-functionally with warehouse, logistics, and account management teams to resolve discrepancies and improve operational efficiency.
- Train and mentor new team members on customer service procedures, account requirements, and internal systems as needed.
- Consistently demonstrate leadership, organization, and problem solving skills in a fast paced environment.
- Generate reports and analyze data using Microsoft Excel, including pivot tables and other reporting tools to support business and account management.
- Utilize A2000 ERP software, to manage orders, customer accounts, billing, and inventory-related activities.
Wholesale Account Manager
Adelyn Rae
Los Angeles, CA
05.2018 - 07.2020
- Developed and maintained strong relationships with wholesale partners to drive product placement and sales growth.
- Coordinated with cross-functional teams to streamline order processing and improve fulfillment accuracy.
- Worked closely with sales team to ensure customer satisfaction.
- Managed over 100 wholesale account setups and ongoing support.
- Daily phone calls to customers to receive credit card information and transaction approvals.
- Selected to travel and represent the company at trade shows, collaborating with customers, and strengthening customer partnerships.
Skills
- Bilingual
- EDI Processing
- Billing & Invoicing
- Customer Engagement
- Quick learner
- Team leadership & Training
- Active Communication
- Detail-oriented
- Problem Solving & Process Improvement
- Microsoft Excel
Languages
Spanish
English
Timeline
Senior Customer Service Representative
Liverpool Los Angeles
11.2020 - Current
Wholesale Account Manager
Adelyn Rae
05.2018 - 07.2020