In - Side Sales Customer Service Representative at ABB Resume , Santa Clara, CA - Hire IT People

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:

Confidential

In - Side Sales Customer Service Representative

Responsibilities:

Create Sales Quote opportunities in SalesForce and update them as the Quote progresses
Submit requested quotes to customers
Receive customers’ Purchase Orders and enter Sales Orders into SAP
Take customers’ inquires on order statuses
Track customer quotes for potential ordering and manufacturing of products
Submit credit card payments through SAP

Confidential, Santa Clara, CA

Customer Service Representative/ Order Entry

Responsibilities:

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

Confidential, Palo Alto, CA

Customer Support Representative

Responsibilities:

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

Confidential, San Jose, CA

Special Accounts Analyst/Invoicing Representative

Responsibilities:

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

Business Analyst

Responsibilities:

Analyzed business practices and processes —chartered to make recommendations for process improvements and implement database upgrades.
Created the functional requirements to implement the I2 configurator for BTC products
Analyzed E-Commerce processes and made recommendations for improvements and