Customer Service Salesforce

Madeeha Mahmood

San Jose, CA. *****

512-***-****, *******.*******@*****.***.

SALESFORCE ADMINISTRATOR RMA CUSTOMER SERVICE EXPERT Experienced in RMA processing of customers across North and South America. Strong knowledge of processes, workflows and tools like Salesforce.. Ability to work across departments silos. Crisp communicator with experience in customer relation management and customer issue resolution. TECHNICAL SKILLS

Salesforce Administrator MS Great Plains MS Word MS Excel MS PowerPoint MS Outlook MS Project

EXPERIENCE

AchieveOn Inc., Project Management, San Jose, CA, Aug 2018- March 2019 Managed overseas contractors for a Saas development project. Monitored scrum progress and reporting. Managed billing and payments.

Roland DGA Inc, Warranty Service Administrator,Irvine, CA. June 2017- June 2018 Responsible for processing warranty claims of a $100+M revenue business. Managed customers in North and South America. Administered CRM and warranty orders/claims for various models of printers, milling, engraving and dental machines. Cross-functional collaboration with accounting/finance, sales, purchasing, external distributors, dealers and service centers.

● Trained junior colleagues on Salesforce Classic and Salesforce Lightning.

● On average processed 20+ claims/day.

● Average warranty savings of over $5K/month through prevention of overbilling.

● Tracked, received, and inspected returned service parts as required for warranty processing.

● Assisted purchasing department in documentation and creation of new replacement SKU’s

● Recorded all correspondence with customers into the CRM (Salesforce, MS Great Plains)

● Responsible for ensuring up to date customer information into CRM.

● Responsible for credit adjustments by working with accounting.

● Ensured that Service Orders (customer invoices, repairs and installation) are updated properly and resolved in a timely manner.

● Assisted with general administration tasks.

Roland DGA Inc, Customer Service Representative, Irvine, CA, Jan. 2017 - June. 2017

● Processed and coordinated sales orders using MS Great Plains, based on inventory levels.

● RMA processing for customers in North and South America.

● Set up new customer accounts.

● Contacted customers for clarification/confirmation of purchase orders.

● Assisted with the backorder transfer process.

● Scheduled receiving dates with shipping departments. Madeeha Mahmood

San Jose, CA. 95138

512-***-****, *******.*******@*****.***.

● Performed various administrative duties as directed by supervisor/manager Eonsil Inc., Customer Relationship Specialist, Austin, TX, Feb. 2010 – Jan. 2012

● Handled and responded to sales inquiries for the product including request for proposals

● Arranged office visits from customers and investors.

● Facilitated the management in fine tuning investor presentations.

● Assisted project deliverables to customers.

● Administration for tasks such as payrolls processing, vacation tracking and employee travel reimbursements.

● Purchase of office equipment and other hardware/software for the business. INTERPERSONAL SKILLS

● Empathetic, patient with excellent listening skills

● Detail oriented with ability to multi-task assignments.

● Team player.

● Self-starter, can work with little or no supervision.

● Strong work ethics.

● Excellent verbal and written skills.

LANGUAGE SKILLS

Fluent in English and Hindi/Urdu.

EDUCATION

2005 - Bachelor of Science (BS), University of Illinois at Chicago (UIC) WORK AUTHORIZATION

US Citizen

REFERENCE

Available on request

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