Customer Service
Resume:
Theresa J. Viola
North Andover, MA 01845
*********@*****.***
Summary
Worked in the Financial Customer Services Group for 15+ years with a background in customer service. Collaborated with internal and external customers to research and resolve customer disputes including delivery issues, duplicate billing and pricing issues. I also worked in the cash office where I had to balance the cashier drawer to the terminal reports. Recognized by department head and customers for solving issues in a courteous and helpful manner.
Computer Skills
Sonic BW Reporting SAP Development (DEV) Testing Salesforce.com
Super User SAP ERP SAP Quality Assurance (QA) Testing Vendavo
Windows 8.1 CRM
Word 2013 Excel 2013
Work Experience
Process Specialist 2011- 2014
OSRAM Sylvania, Danvers, MA
Provided SAP ERP and CRM Production support for General Lighting (GL) and Sylvania Lighting Services (SLS) i.e. created SAP factory calendar to be used to stop billing run for Intercompany Sales Orders on the last day of the month
Participated in several projects, that came in on time and within budget, including the SLS Branch Consolidation, the automation of the Bad Debt Reserve Allowance, and the Annual Price Increase
Initiated program enhancements for the Broker System to allow payout of agent commission
Special Project 2006 - 2008
Selected to be on the SAP conversion of Sylvania Lighting Services team.
Areas in charge of Pricing, Customer Master, DEV and QA testing, Test scripts, Process Documentation and Training.
Manager/Supervisor Financial Customer Services 2000 – 2011
OSRAM Sylvania, Danvers, MA
Managed and mentored 4 direct employees and 3 indirect employees
Provided monthly analysis of High Volume Rebate Program (HVR), and Retail Sales Programs
Reconciled monthly General Ledger Accounts of HVR and Retail Sales Accounts
Researched and resolved customer disputes via the Dispute Resolution System (DRS)
Calculated and paid out Utility Rebate Program
Maintained and paid out Business Partnership Loan Program
Supported billing and pricing for Retail and Specialty Markets
Claims Editor 1996 - 1999
OSRAM Sylvania, Danvers, MA
Calculated and paid Trade channel claims
Researched and resolved requests for Additional Credit
Purity Supreme Supermarkets 1979 - 1996
Cashier, Cashier Trainer, Cash Office, Customer Service Manager, Video Department
Education
BSBA Accounting, Suffolk University, Boston, MA
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