Support Representative Verification Specialist
Resume:
Latese Worthington
Hyattsville, MD *****
*****************@*****.***
Work Experience
Sales Order Specialist
Brivo - Bethesda, MD
February 2020 to Present
• Order processing/entry, record keeping, respond to customer inquired.
• Provides administrative and logistical support to the sales team.
• Fix quote and contract submission errors and omissions - independently and/or in collaboration with sales reps or other process stakeholders.
• Coordinates customer and prospect meetings and events.
• Generates reports on sales targets, activity, and other related metrics.
• Trains and supports the sales team on systems, processes, and procedures.
• Provides Shipment Confirmation to Customers and ensures that orders are in ready condition and in correct status before each order status.
• Research and process Returns Materials Authorization (RMA) requests. Order Fulfillment Specialist
NetSuite
February 2017 to November 2019
MERCHANT LINK (ACCOUNTING/FINANCE)
• Work with Sales Order Entry team to ensure accuracy of required information prior to entering approved sales orders in NetSuite.
• Creates customer profile in NetSuite ensuring that all required fields are entered. Identify parent company relationship as entered in the CRM
• Track signed documents and related records for proper documentation
• Review sales order fulfillments for correctness and completeness in preparation for billing
• Collaborates with the hardware billing team. Investigates issues and offer recommendation for resolution
• Review shipments made by the operations team, and along with the shipping specialist assist with entering serial numbers and tracking numbers
• Assist with shipping when necessary, peak times or act as a backup when required
• Assist with periodic inventory counts and audits as needed
• Assist with customer lab unit sales order creation and billing setup.
• Work on special projects as required
PROACTIVE RESOLUTION SPECIALIST, MERCHANT LINK (CALL CENTER REP)
• Uncovered full credit card data for various merchants to follow up on lost credit card authorizations.
• Properly direct inbound calls in phone queues to improve call flow.
• Accurately diagnose and resolve over 70% of incoming calls.
• Address customer service inquires in a timely and accurate fashion.
• Act as a liaison and advocate on the behalf of customers with third-party vendors to ensure that their problems are resolved to their complete satisfaction.
• Provide preliminary funds research assistance for missing and duplicate batches and/or transactions.
• Assist clients by creating internal accounts in which the merchant is able to actively view live transactions.
• Work with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Makes account adjustments along with pushing through batches.
• Train incoming staff members daily on PRS roles. Customer Support Representative, I4 Now Solutions Usda Contractor (call Center Rep)
SAUG
2015 to January 2017
• Daily management of inbound/outbound calls, with proficiency and in a professional and customer- centric manner.
• Handles distressed callers with care and respect.
• Ensures that communication with customers adapt to plan language principles.
• Perform fulfillment services on request received via USDA Field Offices, authorized client representatives or authorized retailers in the form of training materials.
• Collect customer feedback and made process changes to exceed customer satisfaction goals.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Demonstrated mastery of customer service call script within specified time frames.
• Addressed customer service inquiries in a timely and accurate fashion.
• Ran reports and supplied data to fulfill customer report requirements.
• Built customer loyalty by placing follow-up calls for customers who reported product issues. American Medical Colleges (the Midtown Group Temp) VERIFICATION SPECIALIST, ASSOCIATION
May 2015 to August 2015
• Maintain thorough knowledge of AMCAS and FAP policies and procedures.
• Perform in-depth evaluation of applicant information contained in application against various types of supporting documentation.
• Maintain production schedules under rigorous deadlines.
• Research and resolves inquiries relating to verification process.
• Contact applicants and college/university registrars regarding interpretation of applicant information and undergraduate grading and credit systems.
• Maintain database of college/University institution information ensuring that accurate information is present at all times for the verification process.
• Perform quality assurance on scanned documents according to established quality assurance standards.
• Verified that information in the computer system was up-to-date and accurate.
• Eliminated outdated records by sending the records to be scanned.
• Complied statistical information for special reports.
• Verified and Logged in deadlines for responding to daily inquiries. Billing Coordinator
THOMSON REUTERS WESTLAW COURT EXPRESS
October 2012 to September 2014
• Manage current assigned system generated invoices daily for accurate revenue recognition and billing.
• Negotiate payment of pending debts.
• Ensured that clients were billed correctly for services offered.
• Support invoice preparation for external billing.
• Handled confidential issues professionally and discrete.
• Generated automated emails once billing was submitted on a monthly billing cycle.
• Managed assigned ACH billing files for accurate billing.
• Researched billing issues as they arise.
• Create and manage monthly invoices.
• Enter billing data into the billing systems along with various reports. Skills
• Microsoft Office proficiency
• Records Management
• Meticulous attention to detail
• Familiar with CRM programs
• Communication Skills
• Strong problem solver
• Strong communication skills
• Familiar with NetSuite/Crystals programs
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