Customer Service Order Management Business Operations

Darlene Skrbic

Elgin, IL *****

224-***-**** adkai8@r.postjobfree.com linkedin.com/in/darlene-skrbic

Customer Service Order Management Business Administration

Energetic professional with more than 15 years’ experience in administrative business operations. Knowledgeable in leading customer service professionals to achieve efficient productivity by coaching, mentoring and motivating in a fast paced environment.

Areas of Expertise:

Sales Operations Specialist

Lease Administrator

Revenue Forecasting

Business Process Improvement

Analytical Skills

Billing/Invoicing/Collections

Detailed Oriented

Project Support

Contract Administration

Experience

The Bradford Hammacher Exchange Niles, IL 2018-2020

Order Processing & Client Services Manager

•Collaborated the department activities to ensure 100% productivity levels and accuracy.

•Oversaw $500,000 plus daily cash deposit per day and 25,000 plus mail orders per day.

•Facilitated the completion of over 70,000 pieces of correspondence transactions per year, resulting in an A+ rating with The Better Business Bureau.

•Collaborated with business units to resolve issues.

•Assisted Marketing with recommendation of new form designs and special order processing.

•Oversaw the research and activity on returns and credits issued.

•Maintained and provided daily/monthly productivity reports.

•Improved efficiencies in customer service to monitor and identify shipped components via smartsheet application.

•Improved accuracy and efficiency of billing process by ensuring each area had cross functional responsibilities.

Canon Solutions America SCHAUMBURG, IL 1990-2017

Sr. Manager Business Operations (2013-2017)

•Ensured accurate entry of Sales Order into Oracle and ensured all approval were obtained prior to booking the transaction.

•Managed booking 2,000 orders per month, ensuring 100% accuracy.

•Partnered successfully with sales, marketing, credit/collections, logistics and finance to meet and exceed sales budget.

•Lead monthly analysis reporting processes, running key forecasting and invoicing reports.

•Reconciled accounts receivable general ledger account and assisted in receivable application.

•Processed return authorizations, equipment swap and credit & rebills as required.

•Traveled to remote locations to coach, train and mentor sales staff on processing of orders.

•CAPA Award

•President Special Award

Canon Solutions America SCHAUMBURG, IL 1990-2017

Sr. Manager Order Management (2008-2013)

•Developed guidelines for our inter-territorial equipment placements and major account customers and working with dealerships.

•Collaborated with the team on large orders placements of 250+ machines to ensure the orders were processed correctly and placements monitored for installs and invoicing. Developed cross functional processes to provide communication between the teams.

•Lead order management team to a system transfer from an AS400 System to an Oracle Base System

•Worked in conjunction with leasing partners to secure credit approvals, rate conversations and buyout quotes.

•Developed procedures to streamline operations for a cost effective revenue collection process while maintaining a lease aging average of 95%-98%

•Improved quality and cycle time of processing orders by centralizing branch administration to partner with sales, order management and contract representatives.

•Streamlined specialized billings to large customers for contract compliance.

•Spirit Award Recipient

•Employee of the Year

Prior Positions to 2008 Included:

•Sr. Manager, Customer Services

•Billing Manager/Credit & Collections Manager

•Branch Administrator

•Sales Support Supervisor

•General/Staff Executive Secretary

Trainings/Professional Development

Project Management

Supply Chain Management

Business Analysis

Lean Six Sigma Green Belt

Various Management Trainings

Technical Skills

Experience Microsoft Office – Word, PowerPoint, Excel, Smartsheet Oracle Salesforce

Community & Volunteer Leadership

Moose Lodge 512

Toastmasters

Safe Haven Dog Rescue

Contact this candidate