Customer Service/Operations/Warehouse

Susan Wagner

2502 Cascadilla Street

DURHAM, NC 27704

Phone: 919-358-8946


Licensed Massage Therapist Sept 2011 - Current Graduate of The Medical Arts School, Raleigh, NC I went back to school after not finding employment in previous roles. Plan to practice some weekends as a supplemental source of income. 


Order Assurance Specialist Mar 08 - Apr 10 Nortel Business Systems, RTP, NC

Utilizing SAP software was responsible for ensuring customer orders were fulfilled and shipped according to commit dates. Prioritized orders based on customer criteria. Met with suppliers and Nortel’s purchasing to establish recovery dates for material shortages. Monitor and manage inventory (stock and Just In Time categories). I was responsible for expediting emergency equipment to prevent and/or remedy customer outages.


Service Invoicing/Billing Project Prime Jan 01 - Apr 08 Nortel, RTP, NC

I managed a team with the day to day activities of invoicing customers for non-warranty material and services. I provided interpretation of all customer warranty contracts for the call center and invoicing primes to ensure customers were adequately supported and charged appropriately.

Provided training, facilitated meetings, and resolved customer disputes to facilitate payment.

Developed and maintained effective working relationships with cross functional teams.

I met with Call Center vendors/contractors regularly to review performance metrics.

  • SOX (Sarbanes Oxley Compliance) Audit Prime

Documented all financial procedures for the team, met with internal finance leaders and external auditors (Deloitte & Touche) to ensure processes were current and financial steps were in place to collect from the customer per associated policies.

  • SAP (Financial software) Transition Prime

Traveled to Montreal, provided process and system requirements to SAP Team.

Trained ON and tested SAP software. Successfully transitioned team from legacy systems to SAP

Project Prime for transiting roles from North America to Mexico City, supporting efforts recommended for cutting Nortel cost. Developed training manuals and trained New Graduates.

Facilitated new grads with PC set up, to include software installation. Successfully assisted team with cleanup of an extensive ($4.2m) billing backlog.


Senior Service Account Specialist and Team Leader Jan 1996 - Jan 01 Nortel, RTP, NC

I was responsible for supporting customers, Nortel Installation, suppliers, engineering, and logistics with the coordination of material shipments to their Installation sites.

Expedited material needed to fulfill emergency service outages, merchandise orders, and job changes. For the services I received numerous awards of recognition from Nortel’s Installation, engineering and account teams for outstanding customer service and support.

I created training manuals for team members to assist with quicker response times.

Facilitated meetings with direct team members and other internal groups supporting related processes: purchasing, logistics, and external suppliers.

Selected by Department Director to travel to New York City, facilitate War Room activities at customer site. I acted as the focal point for coordinating late material shipments from Nortel's warehouses to customer sites throughout the U.S. These efforts and those of my peers assisted in saving Nortel’s contract with this customer (Red Hat). I was nominated and received a Top Tier Award from the President of Global Customer Care Services (Eric Ross) in 2000.



Operations Specialist  and Team Leader  Jan 1987 - Dec 1996 Nortel, RTP, NC

Established a process for receiving and stocking Job Assigned (JIT - Customer

Assigned) material.

Responsible for the receipt of material shipped into Nortel from various vendors prior to being shipped to end customer. This fast flow process was established as a viable way of moving material in and out of Nortel, reducing storage and overhead cost.


Project Prime and Facilitator for Enterprise Kitting Assembly

I met with customer representatives across North America to document their specific receiving requirements. Using this information developed a process utilizing bar-coded labels with receiving details. This allowed for a faster more efficient receipt.

Inspected equipment to ensure all material was present, packed, and bar coded correctly before shipment. Once shipped, resolved any discrepancies and/or material shortages

Placed orders to restock merchandise and handled receiving of products.


EDUCATION/Other experience

United States - Specialist 4 Dental Specialist 1979 - 1985

Letter of Commendation US Army - Jun 1980

UNC School of Dentistry Chapel Hill, NC - Dental Assistant 1982 - 1984

Dale Carnegie Certification - Cary, NC Feb 1998


Software: SAP, Microsoft Office: Excel, Power point, Word, Outlook, Microsoft Project, Visio, SQL Server maintenance.

Skills: Analytical Skills / able to understand the function, and problem

Management Skills / manage projects, and resources

Interpersonal Skills / help work with end users as well as with others

Verbal & written communication Skills/ prepare documentation / train others in lay terms























Recommendation from Director of Global Operations - Nortel

Overall Susan drives significant achievement and results. Her knowledge and skills would be an outstanding contribution to any organization.


Key Highlights – Performance

- Excelled in Delivering Key Business/Operation Transition Objectives, in consistently & reliably driving Product and

Customer Service & Quality Excellence and in meeting all Budget & Project Commitments --- associated with such, effectively incorporated needed contingencies to assure full deliver of all objectives

Associated Key Traits

- Leadership and Project Mgmt. skills – excellent self starter, works autonomously

- Process Subject Matter expertise

- Continuous Improvement Results – personal & team

- Ability to Incorporate & Drive required process, procedure & reviews to secure results

- Business & Customer Focus and Commitment

- Unlimited Capacity to address whatever is needed

- Ability to develop Process and Systemic solutions to complex business requirements

- Broad Supply Chain & Operations expertise

- Commitment to do what is right – high level of personal integrity

Tom Weeks

Director Global Order Fulfillment & Supply Chain Services at Nortel


Cell 919-215-8474






  • ID#: 68864
  • Location: Durham, NC , 27701

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