Yalitza Pons

** **** ***** ***

Apt. *B

Teaneck, NJ 07666

201-***-****

acoo81@r.postjobfree.com

Objective:

To obtain a challenging position where I would be able to utilize my professional skills and training

within a company that is willing to allow me to expand and accomplish my goals.

Skills:

• Excellent written and verbal communication skills

• Able to multi-task and creatively solve all customer service problems

• Proficiency in the use of personal computers including the following programs:

ATS System, Microsoft Office Applications, Avaya System, Kronos, Sales Force

System, Citrix System, DICE, Office Communicator, Microsoft Outlook, Great Plains

Retail System, S2000, Timberline, Docuware, Sales Central, Lawson, Basware,

Pangea, Mastermind, Concur.

• Languages: Fluent in reading, writing and speaking Spanish

Employment:

Protection One Security Alarm East

Hanover, NJ

Branch Administrator 6/2014 to Present

• Provide administrative support to Branch Manager.

• Answer incoming telephone calls and re-direct as needed.

• Perform fax and copy requests; sort mail and send Fed-Ex.

• Order office supplies and printing projects.

• Perform payroll duties and delivery to Payroll department.

• Perform accounts payable duties in relation to invoices for services.

• Field and communicate human resources issues to necessary parties.

• Administer all travel planning at the branch level.

• Exemplary Customer interaction, not limited to renegotiations for commercial and residential

accounts, but also issues such as billing, service issues and all other customer service issues.

• Coordinate meetings and office functions.

• Handle all confidential information with the highest discretion.

• Administer and/or prepare reports as needed/requested.

• Provide support to all other Managers in the branch, as needed.

• Maintain the Subcontractor Purchase Order Process.

• Maintain and validate permits.

• Determine UL Certification requirement, monitor and maintain certificates as required.

• Research False Alarm Fines including causes and suggested solutions.

• Maintain Local Key Account (LKA) contacts in MasterMind (MTM).

• Distribute Branch Action Queue items.

• Recruit for all open position requisitions and coordinate/complete all Pre-Hire and New Hire

Paperwork with new candidates/employees.

• Cross train to perform back-up duties to Service/ Sales Coordinators as needed (Creation,

Scheduling and Billing)

• Assist in researching and collecting on delinquent accounts. Review items that are returned to the

“Branch Queue” due to pending contract errors which prevents billing and account creation.

• Collections

• Performs additional duties as needed.

Redhawk Fire & Security Hawthorne, NY

Accounts Payable 6/2013 to 06/2014

• Perform the day to day processing of accounts payable transactions to ensure that municipal

finances are maintained in an effective, up to date and accurate manner.

• Receive; verify invoices and requisitions for goods or services for proper authorization.

• Verify that transactions comply with financial policies and procedures.

• Prepare batches of invoices for data entry

• Match invoice to receiver and purchase order

• Ensure timely input of data into the system

• Handle questions and provide responses to all information requests from internal or external

customers.

• Prepare and enter journal entries into the general ledger

• Assist with invoice filing

• Ensure adherence to authorized signature list approvals and purchasing cycle policies

Outsource/Redhawk Fire & Security Hawthorne, NY

Service Coordinator 11/2012 to 6/2013

• Service Coordinator is responsible for providing administrative support to the service department.

Directly interface with customers to provide the best possible level of service and satisfaction.

• Directly interface with customers to provide the best possible level of service and satisfaction.

• Process work requests (received from the Service Manager, from the field, or directly from phone

calls from customers), which includes generating work orders and issuing to the assigned

technician.

• Maintain a log of all work orders issued.

• Reconcile discrepancies with Service Sales Engineer.

• Assist in the coverage of company phones as needed.

• Interact effectively with all levels of personnel and customers.

• Generate reports on a monthly basis for upcoming inspections.

• Coordinate service activities on a day-to-day basis, including preparation, service calls, updates

and follow ups. Maintain an ongoing schedule of all service/inspections technicians.

• Review and report actual time versus estimated time to ensure contract profitability.

• Review returned work orders and other inspection-related information to ensure proper

documentation, completion of inspection, billing and general compliance with procedures and

training. Forward work orders to the Service Billing Coordinator for billing.

• Track long-term issues and/or service tickets pending parts or further action that might be “lost”,

utilizing day-to-day methods.

• Order materials necessary for technicians to complete jobs.

• Data entry, track and submit for payment Sale Leads.

• Maintain a log of Sale Leads submitted on behalf of any employee.

• Set up and maintain a log of the monitoring contracts.

Outsource/American Service Quincy, MA

Service Coordinator Manager 02/2012 to 11/2012

• Responsible for incoming calls from customers regarding fire alarm system issues,

creating trouble tickets for sites.

• Assisting techs with checking in on site and putting account on test as needed.

• Transferring customers and techs to the appropriate department

• Produce efficient, reliable and cost effective service schedule to meet contractual

obligations and customer needs.

• Ensure efficient resource planning and steering of all dedicated technician and

subcontractors.

• Analyze requirements and plan repairs maintenances and other planned work in

advance and plan repairs within short time frame.

• Prioritize open work orders within defined company rules and guidelines using

standard times and expected driving times.

• Check regular material availability, ordering additional supplies as required.

• Ensure effective communication of technicians’ activities internally.

• Ensure completed documentation (maintenance work, time sheets, work orders etc.)

Office Team/Niscayah, Inc. Woburn, MA

National Retail Service Coordinator 10/2011 to 2/2012

• Responsible for incoming calls from customers regarding alarm and fire system issues,

creating trouble tickets for sites.

• Assisting techs with checking in on site and putting account on test as needed.

• Transferring customers and techs to the appropriate department

• Data entry

Total Clerical Services/Insulet Corporation Bedford, MA

Billing Coordinator Customer Service Rep 11/2009 to 11/2010

• Confer with customers by telephone to provide information about products and

services, cancel accounts, to obtain details of complaints and to provide information on

insurance claims.

• Notify customers of delinquent accounts by mail and telephone

• Locate and monitor overdue accounts, using computers and a variety of automated

systems.

• Answer customer questions regarding problems with their insurance claims

• Soft Collections

Walgreen’s Corporation Orlando, FL

Pharmacy Care Call Center Specialist II 9/2008 to 11/2009

• Responsible for answering inbound calls from Patient's, Medical Facilities and

Competitors that require assistance on prescription refills, status, transfers and

resolving issues with health care providers and health insurance

• Operated computer to obtain information, process and verify prescriptions.

• Responsible for following guidelines and procedures for answering questions,

interacting with doctor's and resolving issues.

• Responsible for ensuring customer service and satisfaction.

• Spoke to patients and insurance companies regarding billing issues and did the

necessary research to correct discrepancies.

• Scanned prescriptions and entered doctor's orders into central database.

Fairwinds Credit Union Maitland, FL

Member Service Specialist II 05/2007 to 03/2008

• Maintains cash drawer and processes member transactions.

• Maintains detailed record of each transaction through data input into computer and

balances work on a daily basis.

• Communicates with members to provide account and service information.

• Assists members to resolve account differences. Refers to management as appropriate.

• Provides account services to members including traveler's checks, money orders,

official checks and savings bond orders

• Identifies fraudulent activity to prevent potential losses to member/credit union.

• Offers new products and services to both new and existing members. Cross sells credit

union products and services that meet member financial needs.

• Serves as safe deposit attendant, assists with ATM, night drop, or vault balancing as

assigned.

• Comply with the Bank Secrecy Act and participate in annual BSA training.

Access on Time Lake Mary, FL

Coordinator of Transportation, QA, Provider Relations, and CSR 04/2005 to 09/2008

• Responsible for answering in/outbound calls from/to Patient’s, Medical Facilities,

Adjusters, Case Managers and Driver’s requiring assistance on scheduling

transportation, trip status and any other information needed upon request.

• Contact drivers and facilities to confirm patient’s arrival to appointment or destination.

• Contact patient’s to follow up on the service.

• Dispatched new orders, re-booked and double booked transportation to vendors

nationwide.

• Problem solved any issues with vendors.

Fleet/Bank of America Lincoln, RI

Customer Service & Sales Specialist I 02/2003 to 05/2005

• Responsible for customer solutions through service, sales and/or fulfillment requests

by answering calls, emails or text chat.

• Solve or investigate, setting expectations and working with other support

organizations.

• Responsible for opening accounts and completing the set up process.

• Cross selling or up selling financial products.

Education:

Katharine Gibbs Providence, RI

Executive Assistant Course 06/2000 to 03/2001

Continuing my Education in Accounting

References available upon request.

Contact this candidate