Data Entry, Customer Service, Order Entry, Coordinator, Remote

Patricia L. Marsilio

Email: adopl9@r.postjobfree.com

EXPERIENCE

Safeway (Union Location) November 2019 - Present

Head Clerk/Closing Manager Assist customers at customer service desk, process refunds, Money Orders, process Western Union, process lottery and scratch off tickets, pay lottery and scratch off winnings, manage courtesy clerks and checkers, keep on task and schedule, assist repair personnel while at store, assist delivery personnel with issues, assist with online orders and pickups, face endcaps and departments to company standards, keep departments accountable for daily tasks, do loans and pickups for checker cash drawers, reconcile checker and department cash drawers. Set cash drawers for next business day, and do nightly safe audit.

JC Penney October 2017 – November 2019

Floor Sales Specialist/Merchandise Assistant Assist with floor sales for all customers in all departments. Assist and train for store resets and merchandising. Follow planograms and set store signing. Mentor associates to sell window coverings, appliances, mattresses, fine jewelry, and opening new credit cards with reward points.

Lowe’s August 2013 – October 2017

Floor Sales Specialist Submitted window covering orders, measurements, and installs. Tracked window covering orders, issues, and reorders for customers. Part time to full time work.

Comcast Business October 2013 – March 2015

Sales Order Management Approve and enter business orders into system, called customers to confirm orders, and scheduled installs.

Michael’s Craft Store March 2012 – August 2013

Part – Time Floor Sales Set ad on Sunday am, register assistance, call other stores for products and holds, assist with birthday parties, facilitate kids weekly craft projects, and provide customer service to all customers throughout the store.

Specialized Loan Servicing May 2012 –June 2013

Executive Services Team Used Oracle to work escalated customer issues concerning loan boarding, missing/late payments, payoff, paid in full, and lien release. Worked active and discharged bankruptcy accounts. Resolved subordination issues and tracking. Worked with various departments to resolve account payments, credit bureau reporting, and removed account fees. Provided preapproved modifications and refinance to customers. Assisted customers with online accounts. Tracked loans in disaster area with insurance claims process, and FEMA claims process.

Prime Source Staffing July 2009 – April 2012

Temporary Worker Completed data entry projects, HR department projects, entered insurance applications, and valuated home mortgages and appraisals.

Agilent Technologies, Inc. October 2006 – December 2008

Englewood, Colorado

Sales Support/Customer Service Onsite contractor with Spherion. Generated Oracle and Seibel quotes, orders, reorders, credits, and returns for the Strategic Accounts team. Tracked and resolved customer and field engineer sales team calls and emails. Escalated issues to the factories for orders, shipping errors, and turn around times. Worked daily reports for pending orders. Assisted India accounts payable team with credits and issues. Trained new contractors on the online tracking system with twenty-five applications to accept, configure, and complete quotes and orders.

IBM Corporation, Inc. January 1997 - June 2002

Boulder, Colorado

Asset Management Team Lead for 13 ticket controllers for the Avaya and Solectron accounts. The escalation point for internal and external questions and issues. Met or exceeded each accounts monthly service level agreements. Cross-trained teams and performed reviews for management. Created monthly reports for managers on account results, activities, and issues. Held weekly status meetings with each team and customers to track activities, issues and questions. Monitored work hours and daily work. Active member of the IBM E-mentoring program with a local elementary school. During the school year I responded to the students’ on-line projects. Completed two projects with the class at the school. Acquired and installed a free IBM PC in the classroom for two years. Arranged and conducted tours for students to visit the IBM Boulder office during National Engineers Week for four years. Completed eight IBM internal Project Management classes.

Asset Control Team Lead for a project team to audit 38,000+ tickets and database updates for the IBM Project office on the Lucent account. Supervised a project team to process three years of customer forms into the record retention system. Updated asset database from spreadsheets on a weekly basis. Updated processes and procedures as needed.

End of Lease Coordinator Implemented the hardware end of lease process that involved five internal and external teams. Created and compiled monthly reports for management and the IBM project office. Coordinated and ordered shipping supplies from vendors.

Hardware Desk Analyst Automated the department processes. Worked and resolved hardware desk escalations. Compiled new associate training documentation. Researched and completed hardware desk root cause analysis reports. Trained new associates.

Hardware Vendor Focal Managed hardware vendor and internal ticket tracking. Visited vendor offices on a quarterly basis to maintain customer relations. Resolved escalated hardware issues. Trained and supervised two associates that updated vendor reports and tickets.

Customer Service Representative Provided problem determination and resolution for Lucent Technologies employees by phone. Resolved customer escalations for department. Trained new associates to function as part of a dynamic team.

FHP Healthcare March 1995 - January 1997

Englewood, Colorado

Support Analyst II / Assistant Network Security Administrator Promoted to resolve network service and change requests using the on-line change management system. Responsible for providing FHP customers with logon id’s to various FHP medical application systems. Provided guidance to service requests and tracked escalated problems to final resolution. Provided training to support analysts. Scheduled system outages and customer notification during emergency outages. Developed and administered processes using departmental procedures and guidelines.

Support Analyst I Provided support service, problem resolution and analysis for company employees and clients. Logged and tracked service requests using an on-line problem and change management system. Also acted as a single point of contact for various Information System department, vendor, and end users for tracking of service requests.

J.C. Penney Business Services, Inc. August 1991 - December 1994

Dallas, Texas

Computer Operations Specialist Provided hardware and software telephone support to large customer base encompassing personnel in all J.C. Penney divisions. This included Window’s based in-house application software used to provide point of sale transactions and credit authorizations. Hardware support included terminals, modems, printers, and other credit authorization equipment.

Customer Service Representative Responsible for coordinating installation of credit card authorization and communication equipment. Trained company personnel on Infosys software application, email, Dbase application, Lotus 1-2-3, and WordPerfect. This position required heavy contact with customers, contractors, and vendors. Developed procedures and trained company personnel to work in teams for more efficient work results. Created and maintained customer database records and subsystem databases.

Administrative Assistant Developed and implemented telecommunication department processes and procedures. Created the department escalation contact position to track and resolve internal and external requests, problems, and inquiries. Implemented and completed department training on WordPerfect, and in-house email application. Compiled and submitted monthly reports for seven department managers. Compiled and completed the annual telecommunications department budget of 5+ million dollars.

EDUCATION

University of North Texas, Denton, Texas BS Elementary Education December 1990

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