Sales Customer Service
Resume:
Lisa M. Simonetti
*** ********** ****, *********, ** 14626
CAREER OBJECTIVE: To obtain a challenging career in the business
administration/operations field, where data management,analytical and
leadership skills would contribute directly to customer satisfaction,
company growth and professional advancement.
PROFESSIONAL SUMMARY: A business professional with diverse experience in
data analytics integrity and reporting customer service, account, project
& global web portal management.
o Extensive research, analytical and reporting background
o Rapid adaptor with proven abilities to quickly understand new
functions & technologies
o Successful project manager and liaison working with multiple
business organizations; finance, legal, sales, service, marketing,
and translation delivering completed results ahead of deadline
o Outstanding customer service, listening and negotiating skills
o Skillful in managing various web platforms and customer databases
o Effective written and verbal communicator among internal and
external audiences
o Improved web site user interface and content resulting in a 30%
year over year site hit rate
o Transitioned site development to third party which resulted in an
annual savings of $180K
o Provided training to call center personnel on systems and
procedures
o Skilled in the use of several software applications, web platforms
and corporate mainframe systems: Microsoft Word, Excel, Powerpoint,
& Access, Ektron Enterprise, SAP, Oracle Sales Analyzer, Avenue
CRM, and Concur Central.
o Comprehensive processes development, documentation and
implementation
o Management of corporate Non Disclosure Agreement administration
CAREER EXPERIENCE
Eastman Kodak Company, Rochester, New York
WW Market Analysis and Planning Specialist-GCG Marketing 2008-2009
Consolidated a complex sales and operations process into a simpler means to
generate sales forecasts and manage manufacturing inventories.
. Managed a global sales and operations reporting process for commercial
digital printing equipment, consumables, accessories and page volumes.
. Data collection and roll up of forecasts, bookings, shipments and
revenue recognized units; providing a clear outlook for demand,
financial and commitment plans.
. Managed database of WW sales transactions providing input of sales,
lease and bailement order detail and the various phases of their
journey to the installation process.
Global Web Portal Administrator-Graphic Communications Group
Business Development Services-GCG Marketing 2005 - 2008
Created, managed, globalized and continuously improved a web platform to
help customers build their digital printing business.
. Collaborated with an offshore agency and colleagues to create Kodak
Market Mover, a unique web platform for customers to help grow their
digital printing business.
. Daily management of web content, user security administration and
technical housekeeping.
. Primary customer interface - assisted users and provided web demos to
new customers
. Project management for the site, eNewsletter, content library and
other web-based actions.
. Partnered with marketing communications to develop new campaigns and
content.
. Produced various analytic reports for management displaying customer
metrics and budgets.
1 Lisa M. Simonetti
NexPress Solutions, LLC, Rochester, NY 2004-2005
Pricing Specialist
Contract management and audit order review for equipment sales and rentals.
Monitored agreements for completeness and accuracy, suggested alternative
pricing options where needed to generate revenue and deliver customer
satisfaction.
. Produced confidential financial & business reports of equipment sales
and service. Analyzed, relocated expenses and provided interpretation
summary of reporting data.
. Created US&C price book and sales promotions keeping within corporate
timelines.
Eastman Kodak Company, Chicago, Illinois 2000-2004
Sales Administrator-Account Manager
Produce high volume of confidential reports: market and territory
analysis, market segment, forecasting, sales volume, cost of quality.
Investigate and resolve discrepancies between monthly revenue report and
sales forecasts. Managed motion picture film inventory center.
. The primary CRM and sales reporting contact for the US&C region of
Kodak's Motion Picture Film division. Managed user administration,
provided employee training on forecasting, CRM and troubleshooting of
CRM.
. Customer Master creation, revision and deletion of accounts. Coded
masters for delinquencies.
. Key holder of several departmental databases, ensuring data integrity
of all.
. Comprehensive process implementation and documentation on systems and
related procedures.
. Systems related projects as requested, delivered ahead of schedule.
. Sales, forecasting, variance, territory, realignments and film volume
reports using multiple systems. Process monthly, quarterly and annual
corporate rebates for multi-million dollar customers.
Service Marketing Representative & Pricing Administrator 1995 - 2000
Effectively managed invoice administration development, creation and
implementation of specialized areas within Kodak's Service Marketing
operations.
. Investigated and resolved customer billing disputes. Identified
delinquent accounts and negotiated terms for settlement. Monitored
and provided reporting data on departmental billing dispute activity
and invoice generation. Provided feedback to the business unit to
improve operational processes. Contacted customers for service
agreement renewals.
. Responsible for business process and system readiness associated with
customer billing and support procedures for multiple business units.
Processed price letter requests, established service and product
catalog numbers, created customer specific and standard service plans
and pricing and maintained billing terms & conditions. Provided
pricing and systems support to billing personnel and business unit
management.
ADDITIONAL CAREER EXPERIENCE
District Customer Support Representative in an inbound customer support
call center. Processed inquiries for internal and external customers
utilized electronic processing of numerous transactions; customer billing
disputes, parts & scheduling and field management feedback.
NY State Licensed Real Estate Associate and Office Manager, assisted
customers with the sale of real property. Conducted market analyses,
mortgage lending pre-qualifications and explored financial lending options.
Managed the daily operations of a real estate franchise. *No longer in
this field or licensed.
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