Customer Service A R

A R U N S H A R M A

**** ****** *****, ******* ** 90630

562-***-**** Mobile

Email: *****************@*****.***

COMPUTER Proficient with all MS Office Suite and Apple platforms

SKILLS 7+ years Salesforce experience, SFDC Administration, SAP

Over 25 years of customer service and sales support with strong verbal, written, and professional communication skills

EDUCATION University of Phoenix, California

Bachelors of Science in Business Management/Administration

PROFESSIONAL

EXPERIENCE Verizon Connect, Irvine, CA (Contract/Remote) March 2022 – June 2024

Order Entry Implementation Coordinator

Manual order creation for orders that do not flow through automation.

Order validation for orders that went to SAP via automation to ensure no discrepancies or errors.

Analyze order data, identify incorrect or missing data and take corrective action

Process Cancellations for new, existing, or renewal orders as collected from the upstream teams in Salesforce

Process Modifications and Change Orders to contract as applicable and as collected from the upstream teams in Salesforce

Ensure accurate Convergent Charging & Billing Plan updates as necessary

Support changes to tools, queries, and reports as processes supported are modified or new responsibilities are acquired

Manage and organize workload for differing deadlines within the contract and order implementation life cycle

Identify and communicate system issues or process gaps impacting production environments

Partner with team members and management to identify and implement business improvements to achieve ongoing operational efficiencies.

WellCare, Cypress CA (Contract) February 2018 – March 2022 Salesforce Administrator - CA Back Office & Senior Leadership

Served as primary system administrator for the Salesforce platform including Lightning experience

Handled all basic and complex Salesforce administrative functions including user account maintenance, reports and dashboards, workflows using Process Builder

Created custom objects, fields, formulas, and triggers

integrated API third party applications (i.e., DocuSign, PayPal, Conga) and bulk data reports

Utilized Clouds – (Service, Marketing, Sales) Community and Google Analytics

Facilitated and administrated all prospects and sales leads into CRM

Resolved escalated issues in Salesforce for upper management, Director of Sales, and District Service Managers (DSM)

Monitored sales leads to support tickets from field sales and channel marketing to website analytics

Completed regular internal system audits and prepare for upgrades

Managed Salesforce data feeds and other integrations

Coordinated the evaluation, scope, and testing/deploying with Salesforce Development Team.

Worked with management team to establish suitable processes to support administrative, development, and change management activities

Effectively acted as the liaison between our users, vendors and the application development teams

Worked independently with members of the user community to define and document development requirements

Provided necessary training to all field agents, brokers, end users, and DSM’s and Senior Management

United Health Group, Cypress CA

Senior CSO Broker & Employer Services

UHC West (HMO/PPO) March 2016 – January 2018

Provided first call resolution resolving Employer/Broker inquires and issues for clarification of benefits, eligibility and claims, financial spending accounts and correspondence

Researched complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and worked with support resources to resolve Employer/Broker issues and/or partner with others to resolve escalated issues

Enrolled new hires/rehires as well as terminated employees using UHC’s proprietary intranet

Owned issues through resolution on behalf of the caller in real time or through comprehensive and timely follow-up with the Brokers/Employers

Applied creative solutions and effective problem-solving techniques to address group’s needs Processed premium payments for partial or full insurance policy payments (UHC West HMO)

Researched and provided Claims information filed by Primary Care Providers

Addressed complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance

Smalley & Company, Fullerton CA

Customer Service Coordinator/E-Commerce October 2013 – February 2016

Processed orders/returns placed by customers and OSR’s (Outside Sales Representatives)

Provided accurate information concerning pricing, availability and delivery

Tracked special and rush orders entered and provide order status updates to customer and OSR’s

Solicited sales to assigned accounts through consistent proactive telephone contact through the use of Salesforce

Obtained freight quotes, prepared domestic shipping paperwork for receiving, shipping, and preparing international shipping documentation including export invoices

Provided technical support to customer’s questions regarding products or services

Established and maintain knowledge about the products and services provided

Handled customer problems and complaints quickly and easily establishing and helping build customer loyalty

Updated customer as to lead times and or delivery dates for materials delivered to job site

Tracked backordered material and products and follow-up with customer

Contacted manufacturers and update notes on sales order accordingly

Assisted OSR’s with their special projects and providing updates and estimated completion dates to Regional Director

Handled various customer service administrative activities such as product warranty requests, product submittal packages, substrate testing, and other customer related activities allowing OSRs more selling time to increase sales

Communicated with OSR’s on a frequent and regular basis to ensure customer needs are being met and exceeded

Maintained accurate customer account information in the Customer Maintenance field of Prelude enterprise software application

Schneider Electric, Costa Mesa CA

Customer Care Coordinator/Project Manager April 2012 – September 2013

Managed projects and provided technical support for major commercial accounts including Fortune 500 companies (i.e., Microsoft, Verizon, AT&T, Time Warner, Target, and Walmart)

Processed orders utilizing EDI and Oracle software and maintained commercial order management and service dates utilizing SAP

Managed direct accounts regarding logistics and freight via FedEx and/or UPS and the facilitation of one-time delivery of commercial sales orders confirming, ensuring, and providing all delivery arrival dates of products purchased including parts, delivery witness, site inspections, and assembly service dates provided by Field Service Engineers

Proactively dispatched Field Service Engineers (FSE) within the Northern Great Plains region (Minnesota, North and South Dakota, Nebraska, Iowa, Wisconsin) fielding requests for preventative and battery maintenances, break-fixes, assembly, site inspections, and initial start-up of equipment

Managed all purchases with Sales department and partners with corporate consumers and uploaded all info into SAP CRM

Developed and maintained a professional working relationship with Vendors, Sales Personnel and Manufacturing Representatives in regards to purchase orders (PO), sales orders (SO), and quotes

Interfaced daily with internal partners in field service operations, new business, sales department, including District Service Managers in executive decision making conducive to strengthening the relationship to drive revenue

Maintained accurate and detailed client account information in Siebel & Salesforce database software ensuring the implementation of service and contractual obligations to increase customer satisfaction

Uploaded PO’s, SO’s, maintenance contracts, and account history for services provided

Fisker Automotive, Anaheim CA

Global Consumer Affairs May 2011 – February 2012

Worked with reports/databases to identify trends, manage resources and provide weekly/monthly reporting to managers

Constructed and implemented production of inbound/outbound Consumer Relations Call Center

Helped to manage the performance of teammates including: ongoing development/promotions, coaching with compliance with NHTSA laws and regulations monitor quality and perform telephone/e-mail periodic reviews

Provided Inbound Sales Leads and completed thorough follow-up and analysis of Leads for customer satisfaction

Compiled, formatted, and assembled parts information in accordance to the U.S. Department of HAZMAT laws to ensure employee production safety and handling procedures

Produced and engineered company policy and procedures, sound business practices, U.S.Lemon Law, Voiance Interpretation Services, social media, and SAP/CRM proprietary software enhancements

Required to complete detailed documentation including cases with proper coding in regards to customer inquiries/roadside assistance through SAP/CRM software, which may require retailer, customer relations managers, DSPM’s and field service representative intervention

Dealer advocate for domestic and international retailers in regards to customer complaints, leads, production dates, and roadshow (on-site events) issues

Analyze customer brand and service loyalty through various means before offering goodwill reimbursement for repairs, parts, and/or labor

Exercise the proven ability to diffuse irate customers and create a win/win situation

Must retain extensive knowledge of basic and power train warranty and extended warranty benefits and what customer vehicles repairs qualify for warranty coverage

Responded via email, chat, and social media to all Fisker Dealer inquiries including resetting user names, passwords and any number of issues within 24 hours

Able to effectively use Fisker Automotive’s IARA philosophy of Identification, Assessment, Research, and Action

Toyota Motor Sales USA, Torrance CA

National Customer Relations November 2007 – February 2011

Responded to customer inquiries and/or complaints via phone, email, and/or chat in the

Tier 2, Toyota, Scion, or Lexus contact centers

Promoted products and services, fulfill customer requests, and ensure customer retention and

satisfaction

Mandatory retention and extensive knowledge of basic and power train warranty and extended warranty

benefits and what customer vehicles repairs qualify for warranty coverage

Exercised the proven ability to diffuse irate customers and create a win/win situation

Required to complete detailed documentation and proper coding in regards to customer

inquiries which may require dealer, customer relation managers, and regional representatives

support

Analyzed customer brand and service loyalty through various means before offering goodwill

reimbursement for repairs, parts, and/or labor

Explained what latest information and technology is being utilized in regards to worldwide safety recall of over 8 million vehicles and what vehicles are involved and what repairs will be

performed

Demonstrated empathy to every customer in regards to unfortunate events like accidents, injuries, fatalities, and vehicles unusual problems and concerns

Effectively demonstrate Toyota’s IANA philosophy of Identification, Assessment, Negotiation, and Action

Contact this candidate