Senior Customer Service & Sales Support Lead

P R O F E S S I O N A L P R O F I L E

Sr. Customer Service and Sales Support Representative with over 15 years of work experience obtained in the engineering and manufacturing industry. Personality traits include being a results-driven professional, able to work under limited supervision, manage multiple requests, and handle projects under tight deadlines. Able to work remotely or on-site. Seeking to join a company that is passionate about customer service, increasing customer loyalty, and driving repeat business to positively impact the bottom line.

E X P E R I E N C E

ALINABAL, LLC – MILFORD CT NOV 2024 – MAR 2026

Customer Experience Representative

Highlighted Responsibilities

Drove growth across assigned accounts by expanding existing relationships and generating new business opportunities

Managed end-to-end account operations, serving as liaison between customers and cross-functional teams (sales, engineering, quality, manufacturing)

Led quoting, order coordination, and fulfillment processes, ensuring accuracy and on-time delivery to meet customer expectations

Built strong relationships with key buyers, accelerating issue resolution and maintaining high performance scorecards

Analyzed account performance and customer data to support forecasting and optimize sales and prospecting strategies

Maintained and optimized CRM and ERP systems, ensuring data accuracy, streamlined workflows, and effective reporting across teams OMEGA ENGINEERING – NORWALK, CT 2005 - 2022

An international product development and manufacturing powerhouse, in business for over 60 years; a one-stop-source for over 100,000 process measurement and control product solutions. Government Customer Service & Sales Support (Lead) Apr ‘06 – Feb ‘22

Highlights & Achievements

Acknowledged for having 17 years of loyal work service to the company

Selected to train multiple departments in groups of 20 or more or in 1-on-1 sessions to optimally receive, manage and complete U.S. Gov. work orders

Played a large role in strategically growing U.S. Gov. orders from $5,000,000 to over $50,000,000 in 16 years

Promoted from Customer Service > International Sales > Government Sales

Highlighted Responsibilities

Deeply collaborated with Engineering, Production, Quality Control, Product Compliance, Legal, and Shipping to ensure smooth operations

Evaluated and reviewed all secured U.S. Gov. contracts ensuring all requirements were met

Incorporated Six Sigma methodologies to solve and improve upon a range of manufacturing and order processing problems

Trained new hires in effective use of the Customer Relationship Management Software (CRM); primarily Salesforce

Responded to all inquiries, providing quality service to customers and associates relating to the availability of products or status of orders

Processed all requests for quotes and purchase orders received directly from U.S. Gov. customers and Prime Contractors via email, phone and fax

Assisted U.S. Gov. customers with processing returns for calibrations, repairs, or returns to stock

Verified POs accuracy, cross-referencing U.S. Gov. part numbers and descriptions with internal item number designations preventing order errors

K E Y W O R K S K I L L S

Six Sigma – Green Belt

Certified Professional

Professional Customer Service

Trained

Relationship Building

Excellent Communicator

Strong Problem Solver

Team Leadership & Training

Continual Process

Improvement

M A R I R O S R O M A N

S A L E S S U P P O R T B U S I N E S S A D M I N I S T R A T I O N C U S T O M E R S E R V I C E

E D U C A T I O N

SACRED HEART

BUSINESS

ADMINISTRATION

(ON-GOING)

CT STATE COMMUNITY

COLLEGE NORWALK

BUSINESS

ADMINISTRATION

Associates Degree 2008

+Medical Office Management

Courses Taken

Awards: Dean’s List (3x)

K E Y

P E R S O N A L I T Y

T R A I T S

OPTIMISTIC &

ENERGETIC

SELF-MOTIVATED AND

DRIVEN

ENJOYS PROVIDING 5-

STAR QUALITY

SERVICE

203-***-**** ************@*****.*** Stratford, CT

(Resume Continued)

Reviewed all contract clauses for compliance of Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS) as sited on POs and RFQs

Assisted all departments in managing communications with all U.S. Government Customers Customer Service Representative Apr ‘05 – Apr ‘06

Responded to client requests via phone, email, and fax in a timely manner

Handled U.S., International, and Latin America clients with order processing

Identified and expedited urgent orders applying a hands-on approach

Assisted customers in resolving order discrepancies and processing returns

Point of contact between internal departments and customers S O F T W A R E P R O G R A M S & T E C H N O L O G Y Windows PC Microsoft Office Suite: Outlook, Word, Excel, PowerPoint SharePoint (Secure Document Management) Salesforce (CRM) Hybris & Syteline 10 (Order Entry Programs) Workday (Human Resource Software) Government Portals: SAM.gov, Oracle, DIBBs, Govgistics, SPARS, HII Paperless Parts (Quoting Software for Manufacturing) Pipedrive (CRM) Bloom (CRM)

- Outstanding References Available Upon Request -

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