Senior Contract Administrator Field Service & Scheduling
Resume:
Sarah Welch
************@*****.***
Professional Summary and Skills
Highly accomplished Contract and Customer Service Administrator with over 9 years of progressive experience at Thermo Fisher Scientific, specializing in complex service contract management, scheduling optimization, and high-volume administrative processing. Expertly proficient in SAP, Salesforce, Macola, and AS400, with a proven track record of maintaining high data accuracy, improving administrative efficiency, and securing timely revenue recognition. Recognized for exceptional problem-solving and communication skills, demonstrated by formal internal recognition.
Process & Support
Field Service
Scheduling & Logistics
Job Aid Development
& Training
Experience
01/2023 - 09/2025
Thermo Fisher Scientific Remote, MA Senior Customer Service Contract Administrator
● Administered and finalized all IES maintenance plans, securing revenue streams by ensuring accurate multi-year contracts and complex payment plans were correctly initiated.
● Streamlined approval processes for government and standard purchase orders (POs), resulting in a 15% reduction in processing time and minimizing compliance risk.
● Collaborated directly with the Collections team to expedite invoicing and process cancellations, positively impacting accounts receivable and cash flow. 2
● Maintained process integrity by actively reviewing and updating job aids for the administrative team as protocols and systems evolved. IES Scheduling, Senior Customer Service /Remote / 09/2020 – 12/2023
● Optimized field service scheduling for a new division of IES Analytical Instruments, managing preventative maintenance (PMs), corrective maintenance (CMs), and billable tickets based on engineer capacity.
● Received Four Appreciation Awards (2023) for outstanding performance in scheduling accuracy and customer satisfaction within the division.
● Led a special scheduling project for Massachusetts-based installation engineers, condensing outstanding tickets to increase in-field work productivity by 20%.
● Generated and distributed the Daily Open Ticket Report to management, providing critical visibility that led to a 10% improvement in ticket closure rates. Unity Labs Administration 12/2017 – 09/2020
● Managed the full lifecycle administration of pipette assets in the depot, accurately receiving, categorizing, and logging incoming assets into individual Salesforce cases for repair tracking.
● Ensured 99% data accuracy by rigorously reviewing and revising all purchase orders for payment terms, tax exemption certificates, and customer credit card information prior to service queueing.
● Controlled the end-to-end billing process for small automation services using Macola, including invoicing and closing cases in Salesforce, ensuring timely revenue recognition.
● Provided accurate quotes for non-repair services and managed all outgoing customer mailer box logistics.
Alpha Aesar - Call Center Specialist 2016 – 2017
● Processed a high volume of 100 to 130 chemical sales orders daily received via phone, EDI's, and ecommerce, maintaining rapid turnaround and data precision.
● Ensured shipment integrity by selecting correct shipping methods and efficiently resolving delivery issues through the creation of return authorizations.
● Served as the primary liaison between the call center and the warehouse, coordinating the repacking of chemicals to satisfy specific order and safety requirements. Education
Thermo Fisher University CoursesCompleted specialized courses in Artificial Intelligence
(AI), Ethics, and Aid Skills. Lynn University - Boca Raton, FL Bachelors Degree 3
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