1. Barbara Mason
175 Hayes Ave., San Jose, CA 408-225-4313
barb_mason2003@yahoo.com www.linkedin.com/pub/barb-mason/b2/3b/bb6
SUMMARY
Customer Support Order Management Professional with 20+ years of internal and external
customer service experience for global companies in computer manufacturing, medical devices,
telecommunications and transportation fields. I support all functions in a Customer Support role:
timely email responses, properly redirected support escalations, queue management, order
management, credit and collections, RMA’s and product life cycles. I work closely with internal
and external customers to provide the best support to the end users. I have strong analytical,
tactical and organizational skills that delivers accurate and efficient customer and administrative
support, and in reviewing existing business processes and proposing more efficient and cost
effective business practices benefits the company and its’ customers.
TECHNICAL SKILLS
• Salesforce • Microsoft Office Suite
• US Bank/PowerTrack • SAP
• SIEBEL
• Order Management
• Oracle
• Visio
• SOX Compliance
• QAD
PROFESSIONAL EXPERIENCE
REVOLUTION TECHNOLOGIES March 2016 –
In-Side Sales Customer Service Representative at ABB
AEROTEK Contractor Services September 2015 – February 2016
Customer Service Representative/ Order Entry at Cardinal Health, Santa Clara, CA
Receive a high volume of customers’ medical device purchase order requests via fax, email,
and telephone.
Enter and process customers’ purchase order requests into SAP for “same-day” shipment of
medical devices.
Submit credit card payments into Xisecure for automatic payment of customers’ purchase orders.
File, in numeric order, completed purchase orders, received by customers
TIBCO Software/LogLogic – Palo Alto, CA July 2009 – January 2015
Professional Services Coordinator – Order Management

2. Barbara Mason
175 Hayes Ave., San Jose, CA 408-225-4313
barb_mason2003@yahoo.com www.linkedin.com/pub/barb-mason/b2/3b/bb6
Managed professional services orders from the Sales Team, including creating Statements of
Work, scheduling appointments, assigning engineers to the customers’ engagements and tracking
progress of each engagement until completion and customer satisfaction
 Established new protocols and processes for Professional Services team to streamline work
tasks for each engagement, assigned appropriate service engineer and track on-going
completion or delay in projects
 Spearheaded timely and accurate financial reporting for Professional Services engagements
through SalesForce.com
Customer Support Representative
 Streamlined and documented Support processes that benefited both the customers and
Technical Support
• Developed new guidelines and processes for support of global customer base through
Salesforce.com resulting in better communications with customers and saving time for
Technical Support Engineers
• Received in-coming calls from customers to set-up Support tickets
• Follow-up with customers throughout the entire process
FedEx Freight Inc. – San Jose, CA April 2001 – December 2008
Special Accounts Analyst/Invoicing Representative
Point of Contact for Order Management and billing of Federal Government freight shipments
and ensuring adherence to GSA Freight Transportation guidelines
 Redesigned and implemented new FedEx payment receipt processes to ensure alignment
with DoD and GSA shipping guidelines and requirements
 Researched and recommended installation of US Bank/PowerTrack Administration software
to ensure compliance of order management, and timely payment of invoices tied to Federal
Government accounts
• Audited and reconciled more than 500 unpaid Fed invoices and Federal Bills of Lading
resulting in resubmission and payment of outstanding invoices
 Designated to maintain and manage on-going DOD and GSA contracts, as well as
administration of the US Bank/Powertrack application
• Follow-up with customers throughout the entire process
Acer America - San Jose, CA September 1991 - February 2001
Business Analyst
Analyzed business practices and processes —chartered to make recommendations for process improvements
and implement database upgrades.

3. Barbara Mason
175 Hayes Ave., San Jose, CA 408-225-4313
barb_mason2003@yahoo.com www.linkedin.com/pub/barb-mason/b2/3b/bb6
 Created the functional requirements to implement the I2 configurator for BTC products
 Analyzed E-Commerce processes and made recommendations for improvements and
upgrades
 Remodeled ISO 9000 documentation
Customer Service Lead
Received incoming calls and generated various service requests for customers.
A team member of a two year CRM application upgrade project crossing multiple departments
 Designated as Special Accounts Representative for Preferred Customers, Distributors and
Resellers to ensure high level of Order Management with accuracy and the development of
strong relationships for customer base
 Managed 80-100 customer calls daily into the call-center including; Service Sales
Orders, customers’ Repair Service Orders and RMAs, Stock Rotations, Credit
Memos, Warranty Reimbursements and contract renewals
EDUCATION
A.A. - Business Management Ashworth College, Norcross, GA