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Customer Service Sales

Orlando, Florida, United States
August 16, 2018

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**** *** **** ***** **. Cloud, FL **772

(407) 744 - 2374


Advanced skills in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Access, Project), Crystal Reports, SAP, CRM, SharePoint, PeopleSoft, Visio, Lotus Notes, Lawson, Kronos, EPIC, Remedy, and GroupWise. Proficient with both PC and iMac operating systems.

Business experience and acumen include project management, systems analysis, data analysis, accounting, budget and resource reporting / forecasting, departmental management, recruiting, training, departmental development, travel arrangements, event planning, customer service and retail sales. My professional career also includes 15 years of experience in management and senior executive support, I have been recognized as a confident and capable individual who relates to management and associates on all levels and excels in team-oriented situations. Strong organizational leadership abilities and adapt to an ever changing work environment.


Norland Group 06/2016 - Present

Administrative Specialist – (Contractor at Siemens)

Assign users access to various database systems dependent upon their job functions.

RemX Staffing 10/2015 – 06/2016

Reporting Analyst / VOE Processer – (Contractor at Adventist Health Systems)

Run various system reports to analyze call center agents and provider groups. Utilize Vlookup, pivot tables and other analytical functions to manipulate data. Created schedule adherence spreadsheet as a coaching tool for managers, driving an accepted rate of 90%. Organize SharePoint documents. Document and maintain work instructions.

Completing various types of verification of employment forms within the policies set by Adventist Health Systems.

SNI, Companies 04/2015 - 09/2015

Order Fulfillment Specialist – (Contractor at Mitsubishi Power Systems)

Established, tracked and maintained parts and material demands for Long Term Service Agreements (LTSA), for an international power generation company. Maintain informational exchanges and communications with all groups and organizations contributing to the fulfillment of material demands. Handled multiple quotes and orders simultaneously while prioritizing work based on schedule demands. Provided afterhours support for outages and emergencies as needed.

CorTech, LLC 11/2014 – 04/2015

Order Management Specialist – (Contractor at ABB, Inc.)

Worked as a contractor at an international medium voltage power system engineering firm in Lake Mary, FL. My duties included the running of daily reports, to identify new sales orders. Many primary functions are to audit sales orders, verify the approval process and transmit these orders from SPINE Order Entry into SAP. Scheduled orders for shipment, attend factory meetings on production schedules, notify customers and marketing sales reps of any delays with regards to their shipments. Prepared work instructions for all new processes as changes occur.

Massey Services Inc., Orlando, FL 07/2012 – 11/2014

Reporting Analyst

Coordinated field data and information collection from Corporate and Service Center staff to compile and prepare accurate financial and operational reports. Responsible for month-end balancing of revenue, sales and other operational information through the use of various SAP databases and Excel pivot tables and VLOOKUP, in the production of daily operating reports and monthly activity reports. Supervised the continual educational training for all new hires on all departmental and organizational job duties. Reviewed and audited all Service Center reports as needed for accuracy.

Halo Branded Solutions, Orlando, FL 01/2011 – 04/2012

Part-Time Client Control Specialist

Maintained and tracked sales data for Regional Vice President and five account executives. Collected and consolidated weekly, monthly and quarterly reporting data necessary for royalty and compliance reports for a major theme park client. Assist account executives as needed, with various administrative tasks – travel arrangements, filing, screening and distribution of mail. Maintain accurate database of client orders. Performed data entry to enter orders into logistics planning system and report issues regarding changes to the necessary departments.

Created a system to simplify the reporting process, thereby reducing the error percentage.

TeleTech@Home, Saint Cloud, FL 10/2011 – 5/2012

Part-Time Seasonal Customer Service Sales Agent

First point of contact for online shoppers, utilizing superior customer service and sales abilities during every call to ensure highest level of customer satisfaction. Trouble shooting product/service issues, up-selling / cross selling when appropriate, driving loyalty and improving overall customer satisfaction.

Integrated Supply Network, Lakeland, FL 09/2007 – 11/2008

Supply Chain Buyer/Analyst

Maintained inventory through the processing of purchase orders to various suppliers via EDI (Electronic Data Interchange) and fax. Utilized demand based forecasting, historical performance reports and other data analysis to ensure items were in stock during fluctuating demand. Identified and proactively reacted to opportunities to increase sales and improve margin. Analyzed inventory fluctuation turns and gross profit to identity changing demand by customers indicating potential product line concerns. Provided exceptional customer service, by resolving open purchase orders, through the tracking of shipments within receiving departments, freight lines, vendors and accounts payable departments. Proactively contacted various category/brand managers to discuss how to ensure product line would meet efficiency goals.

Increased in-stock percentage on product line from 80% to 94.8%

Reduced non-stock inventory through open communicates with vendors/suppliers, sales staff and category/product line managers

Nemours Children’s Clinic, Orlando, FL 04/2005 – 09/2007

Associate Help Desk Analyst

Provided support to over 4000 end users on a variety of requests. Identified, researched, and resolved account requests. Responded to email and Internet requests for account administration. Responsible for the creation, deletion and updates to user accounts on various systems. Provided first level support for both remote and local customers with questions regarding office and clinical information systems, network, and software issues. Documented, tracked, and monitored requests to ensure a timely solution. Assisted in the training of all new employees. Documented procedures for troubleshooting insurance billing issues.

Consistently recognized by customers/clients through performance surveys. Met and/or exceeded key performance indicators (KPI) for service calls.

04/2005 – 02/2006

IS Office Coordinator

Scheduled and maintained appointment calendars for 30 Directors / Managers as needed throughout the organization. Managed planning of multi-departmental events. Coordinated meetings and other activities for IS Staff and served as back up office manager. Screened and trained new hires. Assisted in the preparation of lecture and department presentation materials. Tracked budget and all billing information for vendors plus, served as a liaison between the accounting departments. Promoted to the Help Desk as a Help Desk Analyst after one year in this position.

Consolidated IS job descriptions into the Remedy database for easy access by all staff.

“IS Great Place to Work Committee” Chairperson.

ExxonMobil Corporation Inc., Fairfax, VA 04/2000 – 01/2005

Executive Assistant

Provided administrative support to the Vice President of Strategic Global Accounts and twelve direct reports. Duties included, but not limited to, scheduling domestic and international travel itineraries, meeting and event planning, budget tracking, calendar management, expense/invoice processing for domestic and foreign vendors, and problem solving/issue resolution. Department payroll/timekeeper. Prepared departmental presentations and document creation using various systems and software.

Managed an International reception of over 50 delegates and their spouses within proposed budget.

Participated in several team leadership groups within the company including the formatting of the company budgetary balance scorecard and was recognized for assisting in securing the Caterpillar Inc. contract.


Canoe Creek Charter Academy, Saint Cloud, FL 08/2009 – 05/2011

Parent Volunteer – Vice President of Ways and Means

As the Vice President of Ways and Means, I was responsible for researching all available fundraisers and reporting them to the Executive Board. Coordinated volunteers for all events.

Ran the most successful Fall Fundraiser in the history of the school netting over $1700


B.S., Health Management, University of Maryland, Baltimore County – 2003

MBA, Business Administration, University of Phoenix – 2007

References available upon request - WILLING TO TRAVEL/RELOCATE

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