rosanna rodriguez

East Hartford, CT accdl0@r.postjobfree.com 860-***-****

professional SUMMARY

Experienced customer support leader with a track record of promotion and

success. Strong communication and organizational skills. Proven decision

making and prioritization abilities. A dedicated and loyal employee with

the utmost integrity. Broad experience with developing, motivating and

leading successful teams offering expertise in training, team management,

project management and process improvement.

PROFESSIONAL EXPERIENCE

ricoh usa, Glastonbury, CT 1997 -November 2013

Senior Specialist Customer Billing Representative (2013 - 2013)

. Communicated unbilled contract information to Management on a monthly

basis.

. Supplied timely customer support on issues related to billing, order

status, deliveries etc.

. Collaborated with Ricoh locations to resolve discrepancies in billing

information.

. Exchanged daily contact with Sales personnel, and operations management.

. Create and maintain contract records and billing.

. Created credit memos for erroneous or changed billing.

Senior Specialist Order Coordinator (2010 - 2013)

. Maintained status update on open orders to sales.

. Ensure accurate funding from leasing partners on associated market area

orders.

. Stage orders in order entry process and tracks through the WIP process.

. Input complex and Flex orders.

. Review negative results from CLAS program with sales representative and

obtain clarification. If necessary, reviews information with FSS and

INCR.

. Responsible for ensuring that customer orders are processed and invoiced

timely.

. Update customer and install base.

. Audit orders that were entered by the Order Coordinator.

Customer Billing Manager (2004 - 2010)

. Managed, developed and motivated a team of direct reports.

. Ensure contract renewals occur on an accurate and timely basis.

. Customized team member performance appraisals for direct reports.

. Track and record payroll.

. Accountable for hiring, selecting and developing team members.

. Recommend new/improved procedures as needed to improve productivity.

. Counseled and/or disciplined actions of team members.

. Responsible for ensuring excellent customer service is delivered to all.

. Summarize and analyze reports, prepared reports and other statistical

data for inclusion in Senior Management reporting.

Customer Billing Specialist II (2002 - 2004)

. Enter maintenance contract data into system as sold by sales

professional.

. Complete required reports

. Work with marketplace personnel on any discrepancies.

. Obtain regular meter reads as agreed upon by customer.

. Delete maintenance contract data when equipment has been removed.

. Create final billing as required for end of term contracts.

. Answer incoming calls regarding questions or invoicing/options.

Call Center Manager (2001 - 2002)

. Managed a team of Customer Service Representatives.

. Accountable for hiring, selecting and developing team members.

. Responsible for performance management, motivating, training, and

employee development.

. Works closely with team leaders to develop high quality, customer service

team.

. Receive and process incoming requests for service.

. Process and submit payroll.

. Process file maintenance for existing and new account information.

. Researches and resolves service related customer problems including, but

not limited to, billing problems.

. Input daily Call Center status reports onto a spreadsheet.

. Coordinate with Call Center Operations Manager and other Team Leaders in

balancing team workload.

Senior Call Center Representative / Ads Specialist (1997 - 2000)

. Attending to customer service.

. Handling customer requests for information, supplies, contracts, sales,

etc.

. Dispatching and monitoring progress of technicians and status of service

calls.

. Relating important information to current departments.

. Responsible for training new employees.

. Developed & implemented training manual for the Call Center.

. Resolving calls from customers regarding service, maintenance, and

billing.

. Data entry of in-process and completed service reports.

. Building customer records.

. Updating technicians paging system.

danka, Rocky Hill, CT 1995 - 1997

Customer Service Representative

. Attended to customers.

. Updated technicians' territory.

. Dispatched service technicians to customer locations.

. Updated customer records.

. Data entry / Invoiced service bills.

EDUCATION

Pursued Business and Accounting at Middlesex Community Technical College,

Middletown, CT

Diploma, Wethersfield High School, Wethersfield, CT

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