Sales Customer Service
Resume:
Alaina Robertucci
Monroe, NY *****
*********@*****.***
Summary: Over 15 Years experience in the telecommunication/electronics
industry. Result oriented, analytical and proactive problem solver
recognized by management for a strong work ethic.
Professional Experience
Sharp Electronics, Mahwah, NJ
2005-2008
Group Leader-Order Processing
. Acted as a liaison between the Sales Administration Manager & order
processing staff.
. Assisted in the review of workload as well as order processing metrics
tracking.
. Worked with order processing staff, under the direction of the Sales
Administration Manager, on process improvements and coaching.
. Point of contact for the Collections department as well as the Dealer
Relations & Customer Service group, as it relates to order processing
issues/resolution.
. Worked with Sales Administration Manager on recommendations to change
systems/process flow where appropriate.
. Familiarized employees with established policies & procedures,
including process & department policy changes.
. Responsible for the review of large, multi-location orders to ensure
that all relevant data needed to process order is in house.
. Coordinated timely entry of orders.
. Assisted in the resolution of complex issues as it relates to order
processing issues.
Verizon Wireless, Orangeburg, NY
Senior Operations Specialist 2001-2004
. Processed orders for new service and upgrades for corporate,
government accounts and the business channel.
. Selected by management to handle onsite compliance requests for the
department.
. Delegated workload to assure even flow of productivity.
. Assisted with communicating updates on polices and procedures.
. Reviewed all files for compliance according to company policy.
Operations Specialist 2000-2001
. Processed customer contract for cellular equipment and service.
. Evaluated contracts and reassured its accuracy with compliance
guidelines.
. Provided asset control and tracking to limit equipment loss.
. Ensure timely shipment of customer orders.
. Maintained customer accounts, including issuing credits, correct point
of sales keying errors and billing rerates.
. Trained new hires in job functionality and responsibilities.
Verizon Wireless, Orangeburg, NY (previously) Bell Atlantic/NYNEX Mobile
Financial Analyst-Contract Administration 1999-
2000
. Reviewed contracts for compliance with finance approvals.
. Set up and maintained contract files.
. Audited signing bonus requests.
. Worked with Legal and Finance Department on contract issues.
Financial Analyst-Strategic Planning 1997-
1999
. Evaluated potential nonstandard and matrix sales offerings.
. Ran Financial models to determine NPV & IRR.
. Prepared competitive analysis for nonstandard pricing requests.
. Developed and maintained a tracking system for all nonstandard and
matrix sales offerings.
Major Account Financial Services Specialist 1995-
1997
. Provided corporate, national and federal accounts with account
analysis by reconciling past due balances.
. Worked closely with Treasury to research misapplied and unapplied
payments.
. Maintained databases and spreadsheets for customer satisfaction
purposes.
. Interacted with other internal departments to reduce outstanding
receivables and bad debt.
Financial Services Specialist 1993-
1995
. Handled all phases of the collection cycle for courtesy calls to
cancellations and reinstatement.
. Contacted delinquent accounts and negotiated payment terms.
. Reviewed customer issues and disputes.
. Met and exceeded collection goals such as calls per day and dollars
collected.
Administrative Support Assistant 1992-1993
. Provided general administrative and clerical support to the customer
service organization including weekly and monthly reports for account
suspensions and reinstatements.
. Prepared daily bank deposits and cash disbursement log for service
payments received in-house.
EDUCATION
Ramapo College, Mahwah, NJ
BS in Business Administration, Concentration Finance
SPECIAL SKILLS
SAP, MS Word, Excel and Outlook
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