Vanessa Harue Martins

Coordination of Service contracts seeking fulfillment of the Service Level Agreements and Service Quality. I was also responsible for the analysis and reviews of projects, in order to identify opportunities for improvements and share action plans with the involved departments. Also responsible for Customer Service Activities (Order Entry, Contracts and Purchase Orders validation, invoicing, post sales, tracking of orders and resolution of claims). Direct contact with customers.

Post Sales support and billing validation. Analysis and Control of Internal Key Performance Indicators. Backlog control and report. Coordination of Supply projects, tracking all the process from Purchase Order Receiving date to Billing and Delivery. Responsible for Service and Supply Projects, seeking fulfillment of SLAs. Follow up with the Engineering, Sales, Planning, Logistics, Procurement, Suppliers and Financial departments. Accounts Receivable Focal Point

During the period I worked for IBM,I held several positions such as Supply Chain Analyst, Disputes Resolution Owner and Customer Satisfaction Analyst. All of theses positions helped me improving my knowledge over Supply Chain and Customer Service area