North Richland Hills, Texas ***** +1-469-***-**** ad0es7@r.postjobfree.com

LUTORY GARCIA

Analytical Customer Solutions Representative with 10+ years of experience in billing queries, customer service, and accounts receivable. Team player comfortable in competitive, fast-paced environments. Committed to promoting lasting customer satisfaction by understanding customer desires and providing solutions to increase profitability and drive business results.

PROFESSIONAL

SUMMARY

SKILLS Account Reconciliation

Processes

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● Active Listening

● Call Controlling

Customer Service

Optimization

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● Data Analysis

● Microsoft Office Suite

Performance and

Scalability Optimization

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● SAP Maintenance

Strong Interpersonal and

Analytical Skills

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Written and Oral

Communications

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CUSTOMER ORDER & FULFILLMENT COORDINATOR 04/2022 to Current GE Aerospace, Euless, TX

SAP COORDINATOR 05/2014 to 10/2021

Cintas Corporation, Irving, TX

ESCALATIONS REPRESENTATIVE 04/2013 to 05/2014

MasTec, Irving, TX

WORK HISTORY

Aided manager in developing and implementing new processes and procedures to improve fulfillment process.

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● Brokered airplane engine part materials to a wide range of aviation firms worldwide. Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.

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Communicated and coordinated with maintenance facilities to provide accurate timing of engine repairs.

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● Coordinated with finance to resolve all AR issues.

● Handled and managed military aviation accounts.

● Analyzed network traffic and performance metrics to optimize system performance.

● Documented and maintained technical specifications for SAP applications.

● Maintained an effective AR/AP percentage of less than 5% on a quarterly basis.

● Ran accounts for aging reports in preparation for customer notification.

● Reconciled customer deductions against open account credits.

● Resolved issues and escalated problems with knowledgeable support and quality service.

● Actively listened to customers, handled concerns quickly and escalated major issues to CUSTOMER SERVICE REPRESENTATIVE 04/2011 to 11/2012 ADT® Security, Irving, TX

supervisor.

● Directed dispatching, routing, and tracking of technician's vehicles. Followed up on customer interactions to maintain customer communication and successfully close resolved issues.

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● Handled callbacks from customers regarding appointment times. Kept accurate records of customer interactions to be used for training, quality assurance and future reference.

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Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

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Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.

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Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.

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● Recognized escalation needs and connected customers with advanced support staff.

● Reconciled accounts receivable ledger to verify payments and resolve variances. Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.

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● Tested alarm systems to confirm they were operational. North Lake College, Irving, TX

Implied Associate of Arts, 05/2014

El Centro College, Dallas, TX

Implied Associate of Arts, 08/2007

Abilene High School, Abilene, TX

High School Diploma, 06/2005

EDUCATION

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