Sales Support Master Data

Nicole Walker

Stockton, Ca

510-***-**** *************@*******.***

MASTER DATA ADMINISTRATOR

High potential data driven individual contributor with extensive knowledge in operations processes, customer satisfaction roles, implementing to achieve goals within a sale driven and compliant environment. Recognized as as an excellent retention, communicator with strong organizational skills when providing customers with a high level of support. Database Management Sales Support SAP – ERP & CRM Knowledge Leadership Microsoft Excel Microsoft Word Risk Management Salesforce Account Management PROFESSIONAL EXPERIENCE

Carl Zeiss Meditec, Inc., Dublin, Ca

Master Data Admin January 2022 – August 2023

Primary contact for all communications, customer care and inquiries for domestic and international customers.

• Processed and monitored orders, returns, exchanges, cancellations, and price adjustments.

• Prepared and entered sales orders into SAP ERP/CRM.

• Served as a liasion between cross functional teams; SBU factory, shipping, accounts receivables, sales partners and other ZEISS entities.

• Assessed order configurations and builds for accuracy and approval into inventory and order tools.

• Implemented escalation processes for delayed shipment to customers and regional contacts.

• Monitored orders and interfaced with production control, shipping and logistics to acquire needed product information for shipment.

• Created and maintained detailed records of communication/interactions and tracking customer activities.

• Back-up Sales Success Specialists as needed.

Employment Development Department, Stockton, Ca

Virtual Claims Agent October 2021-December 2021

Assessed unemployment insurance claims with outstanding issues to determine, root cause, and next steps required to resolve those issues.

• Assessed eligibility requirements based on UI Code, Policies, and Procedures.

• Evaluated wage and earnings.

• Communicated with claimants and employers by phone to obtain missing information.

• Worked closely with subject matter experts to gain further understanding of unique issues and how to address them.

• Referred more complex issues to supervisor or tenured staff.

• Notated all contacts and actions taken on a claim clearly and thoroughly.

• Demonstrated the ability to make timeline and logical decisions. Carl Zeiss, Inc., Dublin, Ca

Sales Support Specialist December 2016- December 2019 Independently delivered excellent cross collaborative communication and customer service to ZEISS Customers with minimal supervision.

• Accurately process order from order receipt to invoice.

• Provided order and shipment status to customers and regional contacts.

• Prioritized orders to meet imposed deadlines.

• Created quotations for capital equipment

• Reviewed scheduled ship dates to reflect changes in customer’s delivery requirements.

• Manage backlog and update or escalate accordingly.

• Adhered to month-end cut-off schedules.

• Established work instructions (SOP’s) procedures. Contra Costa County, Concord, Ca

Customer Service Agent I January 2015 – December 2016 Trusted Advisor for Covered California health insurance benefits, rates, payments and other options to maintain health insurance.

• Conducted intake interviews via telephone for clients.

• Authenticated consumer data for HIPAA compliance and input data utilizing CRM- Customer Relationship Management System and CalHEERS-California Healthcare Eligibility, Enrollment and Retention System.

• Helpdesk support to clients requiring assistance with website and submission of online applications.

Private Home Care, Oakland, CA

In-Home Care Assistant November 2008 – October 2010

• Provided non-medical care services including personal care, companionship and supervision, as well as help in the home with the tasks of daily living such as meal preparation, medication reminders, laundry, light housekeeping, errands, shopping, and transportation.

• Assist client with walking, dressing, bathing, transferring and using the restroom. AT&T, San Ramon, CA

Service Representative September 1997-October 2008 Performed consultations with customers to recommend and sell a variety of telecommunication products and/or services to meet customer’s needs and resolved billing disputes.

•Utilized appropriate sales techniques required to meet sales targets, as well as meet or exceed customer care commitments.

• Served as the telephone expert to the customer by discussing and handling billing, product and service inquires, and other miscellaneous inquiries or customer disputes.

• Negotiated service order requests from customers and inputs orders via on-line Telecom system for installation, removal or changes of telephone service.

• Negotiated billing inquiries and/or adjustments, other inquiries and complaints.

• Handled telephone contacts while making minute-by-minute decisions that will result in excellent customer satisfaction.

• Recorded data, notations, and/or completes forms via on-line system while communicating with customers by telephone.

• Computed and quoted adjustments, balances and rates to internal and external customers.

• Determined credit worthiness by following security requirements.

• Translated appropriate details of service order requests into technical data.

• Handled a high volume of clerical task, e.g. filling out forms via Microsoft excel and word programs.

AT&T-Pacific Bell, Fremont, CA

Operator May 1989 – August 1997

Assisted customers in placing person-to-person, collect and credit card calls, calls to be billed to a third party and/or other type calls that are offered.

• Handled emergency calls, special assistance calls for customers who were unable to dial, local calls and toll calls that require operator assistance.

• Handled credit requests, reports of trouble, and revenue claims.

• Recorded necessary billing data noting details of service provided.

• Furnished area codes, dialing instructions, and other miscellaneous information to callers.

• Located requested business or residence telephone numbers and/or addresses in appropriate data base directory record and provides to customer.

• Referred, connected, or switched customer to appropriate operator or department for requested information.

• Handled intercept calls which are customer calls to disconnected or changed numbers.

• Referred equipment trouble, call irregularities, and inaccuracies in reference material to appropriate supervisor.

• Provided courteous, efficient, and accurate customer service. References Available Upon Request

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