Business Administration Order Management

Diane Joseph

Fitchburg, MA ***** • 978-***-**** • *****.********@*****.***

SUMMARY

Results-driven business professional with a Bachelor of Science in Business Administration and over a decade of experience in order management, scheduling, dispatch coordination, and claims adjustment. Strong organizational and problem-solving skills with a keen eye for detail, supporting process efficiency and compliance. Skilled in verbal and written communication, effectively engaging with diverse audiences in both English and Spanish. Adaptable and analytical, with experience handling sensitive information, supporting internal audits, and contributing to risk management efforts in fast-paced, high-pressure environments.

EDUCATION

Bachelor of Science in Business Administration November 2024

Southern New Hampshire University

●Relevant Coursework: Financial Accounting, Principles of Finance, Managerial Accounting, Driving Business Opportunities, Managing and Leading in Business, etc.

Associate of Arts in Business Administration April 2009

American InterContinental University

KEY SKILLS

●Business Analysis Tools: Visio, Oracle R12, SAP Everest, JDE

●Data Management & Reporting: MS Excel (PivotTables, VLOOKUP, Macros), Access, Report Ridder, ETQ Reliance

●Enterprise Systems & CRM: AS400, Goldmine, Vantive, Interaction Desktop – I3, ImageNOW

●Process Improvement & Compliance: ISO, COA, ECC Production (WAP)

●Project Management & Collaboration: Microsoft Teams, Webex, Cisco AnyConnect, Jabber

●Supply Chain & Logistics: Home Depot TMS, FX Service Center, Trimble GeoManager

Workflow & Automation: APi – Powered by WorkOasis, PRO – APA

PROFESSIONAL EXPERIENCE

Order Management Specialist II May 2015-Present

Baxter International Inc. Remote

●Assist with internal audits to ensure company standards and identify areas for process improvement.

●Analyzed claim trends and loss patterns to provide insights for risk mitigation strategies and policy adjustments.

●Processed and managed customer orders via ERP System (SAP) through telephone, email, fax, GHX, and EDI, ensuring timely and accurate data entry.

●Collaborated with Procurement, Production, Accounting, Shipping, and Contracts departments to resolve escalations and improve workflow efficiency.

●Generated and analyzed monthly statistical reports on call volume, order entry, and special projects to identify trends and enhance department performance.

●Contributed to the documentation and enhancement of business processes to improve operational and financial efficiency.

●Ensured accuracy in pricing, shipping, and order details, reducing errors and optimizing the order fulfillment process.

●Supported and resolved customer inquiries related to returns, repairs, authorizations, and complaints, providing data-driven solutions to enhance customer satisfaction.

Service Administrator Dispatcher January 2015-May 2015

Red Hawk Fire & Security

●Managed and optimized scheduling and dispatching of field technicians for service and emergency calls, ensuring timely response and resource allocation.

●Monitored and tracked outstanding jobs to identify bottlenecks and improve workflow efficiency.

●Captured and analyzed work order data for Sprinkler & Fire services, ensuring accurate documentation and reporting.

●Maintained and updated service management systems (Home Depot TMS, APi WorkOasis, AEM, Century Fire) to streamline operations and track work orders.

●Coordinated cross-functionally with Inspections, Installation, and Fire Department teams to facilitate service requests, inspections, and system shutdowns.

Scheduler March 2009-December 2014

Simplex Grinnell

●Scheduled and coordinated service requests, prioritizing emergency calls to optimize technician deployment and customer response times.

●Analyzed and generated district and group-level management reports to support data-driven decision-making.

●Collaborated with regional teams to streamline service operations and improve customer satisfaction.

●Reviewed and optimized daily and next-day planning boards to enhance scheduling efficiency.

●Monitored and evaluated technician performance using GPS tracking, on-call reports, and mapping tools to improve route planning and resource allocation.

Senior Claims Adjuster September 2005-February 2009

Liberty Mutual Insurance

●Conducted and documented telephone interviews with policyholders and claimants to assess claims, ensuring accurate records and regulatory compliance.

●Managed and updated claims data in an automated system, tracking status changes, target dates, and payments to optimize workflow efficiency.

●Analyzed and processed policy updates and corrections, collaborating with internal departments to maintain data accuracy and compliance.

●Led investigations and handled subrogation demands, applying analytical skills to assess liability and respond to arbitration effectively.

●Supported management in special projects, providing data analysis and insights to improve claims processing and operational efficiency.

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