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Customer Service Management

Location:
Orlando, FL
Posted:
December 25, 2019

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VERONICA MAYOL

Phone: 407-***-****

Orlando FL,32822

ada49x@r.postjobfree.com

CAREER PROFILE

Client Relationship and Business Management professional with 15 year experience. Implement and oversee effective strategies to exceed company expectations. Execution of first-class solutions and negotiations for order regulation compliance and procurement processes. I have been the producer of multiple contracts with a proven track record of customer satisfaction and service excellency.

Fully Bilingual (Spanish - English)

EDUCATION

B.A in Business Administration with Managerial Info Systems

Interamerican University - Aguadilla, PR

Business Development- Minor(3yr)

Interamerican University - Aguadilla, PR

B.S Nursing (senior year)

Metropolitan University Ana G Mendez

AREAS OF EXPERTISE

Client Relationship Management

CSO Processes

Order Management and Development

Export Compliance

SAP Order Fulfillment Processes

Operations and Inventory Management

Business Development

Logistics

Procurement

Sales and Distribution

Change Management process

Order compliance and approvals

Purchasing

Program Management

PROFESSIONAL EXPERIENCE

Supply Chain-Procurement Customer Order Management Representative

HMH Publishing Company– 2018-Present

Customer Relationship Management. SAP Order to cash management and Supply Chain processes. Inquiries include quotes, claims, credits, replacements and processing payments. Apply contract terms, drop shipping and deadline compliance. Order Expedite management and customer solutions., Remote and telework on a frequent basis. Contributing to service excellency.

Senior Process Executive – CSR for Aerospace

HONEYWELL/INFOSYS – 2014-2017 Aguadilla, P.R.

Customer Business Management. Export Compliance analysis for federal regulations and aerospace order approvals. DOD Spares military and Engineering services, for OEM customers mainly Boeing, Northrop, Airbus, Lockheed Martin, UTC, including restricted, superior, comprehensive and standard. I managed processing over 5 orders per day through SAP within two hours for which a 16-hour processing time was required. Diligent follow up, escalations and processes for expediting sales and shipments prior to deadlines. Contributed to a successful and reliable business relationship and negotiations to a 95%. Constant negotiations directly with CBM, planners, managers, site coordinators, export officers, finance analyst and customers were self-implemented to eliminate the obstacles when time restrictions were in place. This accomplished a 100% satisfaction from executive staff members thus becoming a valuable member of the team. Training coworkers to transfer strategic processes used to accomplish faster results and time management.

Employees Diet Payroll Officer and CSR

A.E.E Power Utility Company – 2011-2014 Edif.Luchetti Santurce(CSR)

Customer Service Analyst: Managing over 100 requisitions daily for residential and commercial customers: processing new service orders within a 7-15 minute through CSS, faster than most. Achieved the collections for past due payments and lost accounts in a 95%. Immediate power emergencies resolutions through technical team negotiations. Managed and Operated 5 different service programs simultaneously on two separate screens. From 75 to 140 calls per shift with up to 200k in payments processing. Payroll Officer: Self learned and first-time experience performing in a payroll position managing an office with a 200k petty cash. Accomplished to manage and process payments for 300 employees that were over $1200. I was able to process over 40 diet payment requests for $1200 each, related to overtime and trips within a 7.5hr shift. Prepared 6 payment refund reports of $25-$30 thousand dollars each for pick up within 3 days; faster than the previous managers and kept funds available in less than a week.

Senior Accounts and Marketing Representative

Caribbean Lottery - Saint Thomas, VI – 2003-2011 USVI

Customer Account Manager: Generated over 75% new agents within 3 months by prospecting, contracting, negotiations, providing trainings, and business development. Top customer relationships with executives, client retention and loss recovery, coordination of business strategies and set up promotional events. Develop incentives for agents and customer maintenance, reconciliations and customer follow up. Preparing proposals and strategic marketing plans, auditing, collections, inventory, expenses and collections reports, bank deposits and team support. Recovered over 30 unpaid lost accounts and renewing and updating account information. Increased 90% of sales and business expansion in 3 months. $50k-$100k in reconciliations per day. Visited 15-20 prospects daily.

Verónica Mayol

E-mail: ada49x@r.postjobfree.com

Cell: 407-***-****

To whom it may concern,

I have over 15 years within the Business Industry Management with successful negotiations and relationships with superior customers. Business contract and information management through ERP software, SAP, Salesforce, Excel and Microsoft. Currently in progress on my senior year of a Bachelor of Nursing degree. My level of expertise is on a professional executive degree to exceed expectations and deadlines. I am fully bilingual, Spanish, English and some Portuguese.

I believe to be an excellent candidate for a position within an industry that requires this type of commitment. I would welcome the opportunity to discuss in more detail how my background and expertise can be of benefit to your company.

Looking forward to your consideration.

Regards,

Verónica Mayol

COMPUTER SKILLS:

SAP

Salesforce

Outlook

Excel

Word

Esker

Avaya

Paymetric

Lotus

Access

AutoCAD LT 2000

Photoshop

Winshuttle

Idoch

Servicenow

Notifind

Softphone

CERTIFICATIONS:

SAP

Lean Strategies

Export Licensing EASE

Salesforce

SharePoint

Notifind

Lotus

Servicenow

ITIL

ISO 9000

Government Property Management

Automation of order

Paymetric, Forecast,

CSO Processes

ACAT Credit Memos

Telephone Etiquette

Internet payments and order processing CSS

GroupWise

Novell

Winshuttle

Transmission and distribution (24

certifications within A.E.E) available upon request.

Security awareness

Project Management

Internet Security

GLOW-customer service excellence

AWARDS

Customer Satisfaction

Top Agent



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