Office Management, Customer Service, Call Center, Order Entry, A/P
Resume:
Career Overview
Skill Highlights
Core Accomplishments
Professional Experience
Merit Simanton
Mansfield, OH 44906
C: 567-***-****
********@*****.***
Committed and motivated Senior Analyst and Administrative Sales and Customer Support Analyst with exceptional customer service, order entry, and decision making skills. Strong work ethic, professional demeanor and great initiative. UAT Testing
Customer Service
Order/Data Entry
Organization Skills
Employee training and development
Salesforce.com
SPW, Lotus Notes,
ASP, Visage, SDP, NIBS, Ensemble,
ASOS,
Score, Pramata, SPT
Coaching
Senior Analyst/Sales and System Support Analyst
Supported internal and external customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Processed sales and customer orders accurately and efficiently. September 2015
to
February 2017
CenturyLink/Contractor with Apex Systems, Inc Mansfield, OH Senior Analyst
Performed monthly UAT testing pre-conversion, which included testing for wholesale, retail, and ASOG. Adapted quickly in order to work multiple projects at the same time while maintaining thorough UAT testing based on the provided user stories and criteria from the client. Worked with assigned project management teams throughout testing, and provided daily status reports regarding test case data to include the statuses of passed, failed, blocked, percentage completed, and percentage tested. Documented testing data within Excel, and provided screenshots with testing outcomes. Post-conversion I have supported the Wholesale ASR System Conversion mailbox and assisted with incoming customer calls on Avaya to answer questions, assist with EASE VFO access, password resets, create Remedy tickets, and provide how-to information.
January 2014
to
June 2015
CenturyLink/Contractor with Symbioun Technologies, Inc Mansfield, OH IT Analyst - Sales Process & System Support
Managed wide variety of customer service and administrative tasks to resolve field and inside sales issues quickly and efficiently. Worked with sales to resolve issues within Salesforce.com, Sales Package Web (SPW), Sales Pricing Tool (SPT), and Pramata. Trained sales team on the use of Salesforce.com, Sales Package Web (SPW), Sales Pricing Tool (SPT), and Pramata.
Education
March 2001
to
October 2012
CenturyLink/Embarq/Sprint Mansfield, OH
Regulated Analyst - Customer Sales and Care Professional Initial point of contact for Field Sales Representatives regarding any questions regarding sales package submission and processing, order entry, process flow assistance, and customer assistance.
Enforce Sarbanes Oxley by auditing all contractual sales packages to ensure contracts and pricing are valid per Internal Control Policy. Worked directly with Field Sales Representatives, Business Customer Assistance Center On-Line Wireless Specialists to process their requests and ensure the customers accounts were established correctly.
Entry of orders into the specialized systems of: Ensemble, ASOS, SOE/CRB, Visage, Nibs, and Ciras.
Entry of orders within the systems for both regulated and non-regulated products, such as Centrex, inside jack and wiring at customer premise, DSL, voice lines, features, and long distance.
Wireless Sales & Care Specialist
Provided industry leading customer care to our Embarq MVNO Wireless customers. Customer care and order entry specialist, keying inbound customer orders into the systems of SPICE, Visage, and SDP.
Retail support and training via email and phone calls. Experience in handling irate callers to keep the escalations to a minimum, while listening and providing excellent service to our new and existing customers in order to gain new business customers, and retain our existing business customers. October 1997
to
May 2000
GTE Marion, Ohio
Business Sales Representative
Responsible for handling sales calls of new and existing business customers. Entry of orders while on line with customer, while discussing customer needs, and selling new products and services of benefit to the customer's business. Meet monthly/yearly sales quota while providing excellent customer service on every call.
Propose equipment, systems and features based on the type of business and our customers needs.
Meet Pell City, Call Calibration, Sales, and overall Standards of Performance. 1983 Harding High School
High School Diploma
College Prep/Business
Marion, Ohio
University of Phoenix Phoenix, AZ
Bachelor's Degree: Business & Finance
Working toward degree in Business & Finance
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