Grace DePalma

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

Painesville, Oh 44077

440-***-****

ad1yud@r.postjobfree.com

Eager to learn and grow to provide one-of-a-kind services to customers of all acute levels. Recognized for exceptional service, communication, education, problem solving and organization skills at all levels. Dedicated to developing accurate and efficient ways to build customer relations and team support. Took initiative leadership and management role in leading businesses into excellence.

EXPERIENCE

Project Manager July 2022 - Present

Integrated Mill Systems – Lost Nation, Oh

Responsible for managing automation projects from $50,000 to $15,000.000. Project Managers are responsible for executing multiple projects simultaneously.

●Work with sales to define the project requirements at the onset of each project.

●Develop project execution plans.

●Work with assigned project engineers / teams to execute the scope of work.

●Control internal equipment costs, labor costs, and deliveries.

●Coordinate and manage sub-contractors, including control of quality, cost, and delivery.

●Ensure the project satisfies the proposed scope of work / customer specifications.

●Interface with the customer for reporting and resolution of issues.

●Provide status, spending, and schedule reporting to internal and external customers.

Service Support Administrator April 2013 – July 2022

Steris Corporation-Mentor Oh

Responsible for providing detailed and accurate support while educating and promoting proper business processes for District Service Managers, Field Service Representatives, installation and integration teams and external customers across Canada.

•Equipment and process specialist to assist other team members with accountability,

documentation and process accuracy

•Review and investigate daily and weekly reports to ensure accurate equipment service

records, customer invoicing and accountabilities

•Assist in daily issues and taking action to resolve such issues

•Participate in district conference calls to enhance team building relationships and provide clarification on both positive and adverse issues

•Support service managers and technicians with account assignments, transfers, new hires and terminations

•Assist with providing Vendor Credentialing requirements to ensure Field Service Technicians are in good standing

•Responsible for correcting technician parts inventory, equipment records, invalid purchase orders, incorrect bill to accounts and credits due to improper invoicing

•Create and present continuous education material

•Lead new hire mentorship and FSR partnership programs

•Assist external customers with account modifications, new account set up service history reports and resolving disputed service invoices

•Add, modify and administrate service contracts based on customer’s entitlements • Create specialty billing quotes and Service Requests for sales promotions and/or incentive programs

•Submit and receive PO Requisitions for sub contract work

•Release for invoicing and verify correct information and processes have been documented when invoicing Customers for service labor, agreements and extended warranties • Provide continuous support and resources to field service teams to ensure effective time in the field and professional representation of the company.

•Investigate and find correct resolutions for unique situations

•Prioritize daily work responsibilities

•Capital equipment warranty extensions

•Receive and document appropriate approvals when required

Customer Service Specialist November 2011 – 2013

Steris Corporation-Mentor Oh

•Process customer orders in Oracle, received via phone, fax or email.

•Agent on Disaster Recovery Team requiring me to perform my job Duties at a remote location to ensure seamless service to customers Should weather conditions prevent entrance to Heisley Campus. Only Top-performers are approved for this position.

•Providing pricing and availability to customers.

•Enter service requests in Siebel received via phone, web service and dispatched technicians.

•Resolved customer product inquiries utilizing the Steris internet, Steris website, Product managers, product training or internal reference materials.

Customer Service Specialist October 2010 to July 2011

Rockwell Automation-Mayfield Village, Oh

•Responsible for scheduling and organizing Rockwell Field service professionals • Utilize Rockwell Automation products, Administrative policies along with computer-based systems to support customer contacts

•Interface daily via phone and email with a broad spectrum of Distributors, End users, Field Service

Engineers and other Rockwell Personnel to ensure of ease of doing business with Rockwell Automation

•Responsibility to ensure calls from multi-line phones are handled promptly and in a professional manner.

•Responsible for monthly sales goals such as up-selling to help support and increase business

Education

Graduated from St. Puis X Comprehensive H.S. 1985 Dawson College, Montreal, QC 1985-1987

Earned 15 credit hours towards Associate Degree

TECHNICAL SKILLS

•Microsoft Access Certified, including Outlook, Office, Word and PowerPoint • Seibel

•Oracle

•Other: 360, Sales Connection, Informatica, Cognos, STERIS Intranet and SharePoint

Excellent references and reviews available upon request

Profile

A multi-lingual person with knowledge of 3 languages (English, French, and Italian and some Spanish) Accomplished District Service Representative with 4 years of experience in healthcare industry that involves portraying the most positive company image by exemplary interaction with field service technicians, service managers and customers. Fifteen years of experience in accounts receivable and collection. Recognized for my outgoing personality, initiative, interpersonal and teamwork skills. Ability to plan, organize and perform work efficiently in a highly competitive industry. Highly motivated and able to work well under pressure, achieve objectives, motivate others and meet deadlines.

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