Customer Support Specialist
Resume:
DANIELLE DIAMANTOPOULOS
*** ********* **, ******, ** 01826 · 774-***-****
***********@*****.***
PROFESSIONAL SUMMARY
Highly ambitious Customer and Sales Support professional with adept background in managing accounts and building long-term relationships with customers, excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments. EXPERIENCE
OCTOBER 2022 – FEBRUARY 2023
CUSTOMER ACCOUNTS SUPPORT SPECIALIST, PION, INC
Process consumables, spare parts and service orders.
Process work orders for service team to perform service and work orders for parts needed for service and enter on Global workbook.
Invoice field service order with completed field service report
Work with fulfillment team to keep customers up to date on when their order will ship and any or all back orders they will experience.
Invoice field service orders with completed field service report
Help sales department and operations department with all activities associated with Pion's annual training courses and or distributor trainings including set up, logistics, registration etc.
Create work orders for marketing supplies needed for trade shows; help pull the inventory, and organize for shipping to locations of shows.
Assist with price increases by updating US and rest of world distributor price lists. JULY 2021 – JULY 2022
CUSTOMER SUPPORT SPECIALIST, BREAS MEDICAL
Provided product and service information and resolving product and service problems. Troubleshooting and resolution from start to finish.
Manage and log customer complaints using Jira. Following through each complaint from start to finish.
Solved product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Receiving and placing customer orders.
Prepared shipment reports by collecting and analyzing customer information.
Handle product complaints and RMA’s utilizing Jira
Work closely with Finance Department, Shipping, Manufacturing and Marketing to assist and solve any customer inquiries.
2
JULY 2018 – DECEMBER 2020
REPAIR AND SALES COORDINATOR, BELMONT MEDICAL TECHNOLOGIES
Identify and qualify leads for extended warranty products by establishing a sales/business relationship to ensure an active and continuous new and expanded business pipeline.
Prospect current Belmont customers to identify appropriate contacts, qualify interest, and drive leads through the sales pipeline.
Assist Territory Mangers with sale of extended warranty products to new customers during the sales process for new equipment.
Assist with follow up on qualified leads assigned in CRM, generating leads through working with existing and new prospects
Provide post-sales support with questions about the details of extended warranties, billing, and payment.
Processed all contracts and purchase orders.
OCT 2017 – MAY 2018
CUSTOMER/SALES SUPPORT, DAKOTA SYSTEMS, INC
Ensured customers’ orders were entered into ERP system in a timely manner and in accordance with company Contract Review policy.
Monitored status of all scheduled shipments for the week and communicated any discrepancies and resolved issues with own client base.
Prepared, managed, and reviewed all RFQ's, estimates.
Prepared work to be quoted by gathering proposals, blueprints, specifications and related documents.
Identified labor, material, and time requirements by studying proposals, drawings, specifications and related documents.
Gathered material and labor costs from Purchasing, Engineering and production.
Presented prepared quotes by assembling and displaying numerical and descriptive information.
Prepared reports by collecting, analyzing, and summarizing information and trends. JUL 2015 – MAR 2016
SENIOR ASSOCIATE PRODUCT MANAGER, BIONOSTICS, INC
Developed monthly forecasts of potential orders/sales.
Lead Product Manager in product development, testing and validation, risk assessment, and optimize production efficiency of multiple product lines.
Worked with cross-functional teams on Product Development from planning, requirement gathering, and development testing, deployment, and performance measurement.
Maintained customer specifications through ECO changes, complaint handling and launching new products within assigned customer base.
Communicate customer requirements, contract and renewal information, and account updates to all levels within the organization.
Created shipping documents; pick lists, commercial invoices and expedites to shipping department.
Worked closely with quality control, shipping, accounting, product management and planning departments to communicate logistics issues and customer related information. 3
SEP 2007 – MAY 2015
CAPITAL SALES COORDINATOR, ZOLL MEDICAL CORPORATION
Processed capital equipment orders & quotations in compliance with corporate revenue recognition policy, booking policy, Sarbanes Oxley & ISO guidelines.
Supported team of 55 outside Sales Representatives
Ownership of capital orders from the time of receipt to invoicing.
Handled internal & external inquiries received via phone & e-mail regarding product availability, shipment info, billing, schedule dates & booking details.
Primary point of contact for sales reps in assigned territories.
Maintained order management reports to ensure all transactions have been completed & outstanding issues have been resolved.
Regularly worked overtime during fiscal month & quarter-end close.
Worked closely with Contracts department, Finance, R & D and Marketing to assist and solve any customer inquiries.
EDUCATION
Business Management 2013-2015
Middlesex Community College
SKILLS
Order Processing Specialist
Business development
Inside Sales
Data management
Conflict resolution
Jira
Customer service
Salesforce
Excellent time management
Self-motivated
Strong verbal communication
Fresh Desk
JD Edwards
Complaint Handling
Zoho
Complaint Handling
Oracle NetSuite
Fishbowl
Quickbooks
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