Randolph J. Castillo

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

Highland Mills NY 10930

973-***-****

adgx87@r.postjobfree.com

WORK EXPERIENCE: 08/19 - 07/20 SHARP BUSINESS SYSTEMS Montvale, NJ

CUSTOMER ADMINISTRATION

Sr. Customer Service Analyst / Billing Specialist

•Call center supporting customers and dealers with billing and dispatch services related to Sharp’s Accounts.

•Handle all aspects of account maintenance including maintenance, contract, order administration and billing.

•In charge of SHARP MICAS program to get toner orders accurate and meter reads on the montly basis.

•Releasing ATR orders on a daily basis via SAP through the CRM program.

•Review service purchases, orders for completeness and accuracy.

•Accept or reject for inadequacy of information and communicate directly with customers/dealers to resolve all PO issues.

•Set up contracts of all new machines, moving MFP's for Technician to get it installed.

•Follow up and close out all service and supply calls for customers.

•Handle Dealer Disputes

WORK EXPERIENCE:

09/13 - 05/19 – RICOH CORPORATION West Caldwell, NJ.

Team Leader Customer Billing – PO Renewals

•Responsible to enter maintenance /contract data into billing system as sold by sales professional. Specifically handles more complex contracts billings (i.e., multi machine, multi –metered, lease flex accounts).

•Obtains meter reads, purchase order numbers and other billing information as necessary, from customers and other Ricoh personnel.

•Requests credit memos for any erroneous or changed billing

•Works with Ricoh locations to resolve discrepancies in billing information.

•Answers incoming calls from internal or external customers regarding questions or invoicing/ options and proactively resolves all outstanding issues.

•Ensures integrity between CCC billing systems and the IOSC billing system, IKONICs.

•Corrects incorrect meter/base billings as identifies by CPC Analyst.

•Reconciles vendor credits to contract billings.

•Trained employees in their areas of work including appropriate methods, procedures, and techniques; verifies the work of assigned employees for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.

5/06 – 07/13RICOH CORPORATION West Caldwell, NJ.

Senior Parts Administration Representative

•Responsible of customer inquiries performed via phone and email, this includes: researching and resolving customer billing issues

•Accurate data entry and order processing working alongside with our IKON partners

•Performing inbound and outbound calls to our other Ricoh dealers for ETA on back order parts.

•Assign workflow to my teammates when the management is not available to keep the consistency with the orders.

•Being able to process and authorize refunds and other critical issues like parts replacements for up to 1,000 dollars to our dealers to satisfy their needs.

•Participates in the development of goals and objectives as well as policies and procedures; makes recommendations for changes and improvements and participates in the implementation to existing standards, policies, and procedures; monitors work activities to ensure compliance with established policies and procedures.

•Provide and Analyses large Account (Toshiba Business Solutions), assisting on processing regular and Emergency Orders into NSP and Oracle system, ETAs, and back-orders reports, order modifications,

EDUCATION: COMPUTER LEARNING CENTER, 01/96 – 10/97 Paramus, NJ. Certification:

Microcomputer Business Systems & Data entry.

PASSAIC COUNTY COMMUNITY COLLEGUE 09/98- 06/01 Paterson,NJ

Hospitality & Retail Management – Certificate

OTHER WORK EXPERIENCE: 4/10 – 2019

MetLife Stadium East Rutherford, NJ. Guest Services (Special Events)

•Assist internal employees with their uniforms and all specific needs

•Work along with the supervisor and managers to keep a safe environment for all our employees of the stadium in special events such as concerts, soccer, football games, etc.

•Responsible of the inventory of uniforms for all the employees

•Being able to support the stadium guest services department in any mayor situation that may occur inside the arena and be guidance to guests in need.

Michael Kors Woodbury NY - Sr. Sales Associate

•Prioritized helping customers over completing other routine tasks in the store.

•Built relationships with customer to increase likelihood of repeat business.

•Contributed to team success by exceeding team sales goals by 37%

•Greeted customers in a timely fashion while quickly determining their needs.

•Recommended merchandise to customers based on their needs and preferences

•Responded to customer questions and requests in a prompt and efficient matter.

•Trainning new hires in regards to sales goals and good etiqutte with clients.

References available upon request

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