Customer Service Quality Assurance

Susana Orion

Piscataway, NJ ***** 212-***-****

******************@*****.***

Professional

Summary

Skills

Experienced EDI Coordinator skilled in troubleshooting and resolving errors, performing quality assurance audits and training support staff to enhance processes. Excellent communication, planning and problem- solving skills. Skilled Electronic Data Interchange Coordinator experienced coordinating electronic records, maintaining open communication and reviewing reports. Instrumental in maintaining functioning systems, streamlining processes, and realigning procedures to better serve customer needs. Tactful, friendly, and communicative with both technical and non-technical people.

Bilingual Payment Collecting

WSM system Teamwork and Collaboration

Cisco Customer Service

Microsoft Suite Time Management

Account Managing Order entry

CSG Billing System Order fulfillment

EDI EDI Software Knowledge

Cross-functional Collaboration EDI Code Customization

Report Analysis Account Management

Work

History

EDI Specialist

Intergra Life Sciences January 2023-Present

Responsible for the maintenance, and support of Electronic Data Interchange

Identify issues relating to pricing, item identification, unit of measure, discontinued items, and incorrect accounts.

Deliver on service levels and key performance indicators.

Perform other duties and/or projects as assigned.

Work using documents such as 850, 855, 810, and others.

Oracle software, along with GHX and GXS.

Daily reporting: total EDI transactions, interrupted/failed communications, accounting holds, etc.

Track files from origin to destination and troubleshot errors.

Trained customer service personnel in strategies for supporting electronic data interchange activities.

Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Work independently and collaboratively in a team environment.

Proved successful working within tight deadlines and a fast-paced environment. E-commerce Account Manager

Global Furniture USA March 2021 - January 2023

Daily tasks include providing company inventory reports to e-comm accounts such as Amazon, Raymour, Bob's Furniture, Overstock, 123Stores, and others

End of the day reports on small parcels and bigger items such as LTL deliveries

Provide ASN, ETAs, back-order arrival dates, tracking, and pricing to accounts

Software such as WMS, EDI, API, outlook, and excel were used for day to day order processing

Manage end to end order processing flow from multiple accounts via email, portals, and flat files

Escalate issues such as damaged deliveries and returns to cross functional departments.

Resolved issues promptly to drive satisfaction and enhance customer service.

Gained understanding of goals, objectives and processes to meet client business needs. Technical Support Professional

Spectrum December 2019-March 2021

Resolve technical issues related to network interruptions, cable boxes, and self-installment activations.

Continuously use the ability to successfully multitask by working with computers and multiple software applications while building rapport with customers.

Maintain an open mind to changes in company policies and adjustments and new troubleshooting tips.

Excelled in keeping a positive attitude to help daily resolve obstacles.

Daily tasks required systems such as CSG system, VPN, Java, and Cisco.

Used ticketing systems to manage and process support actions and requests.

Documented support interactions for future reference.

Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Resolved diverse range of technical issues across multiple systems and applications for customers and end- users across various time zones.

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