Customer Service Sales
Resume:
Karen J. O’Neill
Chelmsford, MA 01824
Ph: 978-***-**** Cell: 978-***-****
************@*******.***
PROFESSIONAL SUMMARY:
A Customer Service professional with extensive experience in order processing, sales, warranty administration, and
Return Material Authorizations (RMA’s), database management, bookkeeping, credit and collections and inventory
management. Demonstrated success in the ability to identify ways to streamline customer processes. Proficient in MS
Office, Outlook, Word, Excel, PowerPoint, Access, SAP, SIMS, WordPerfect-5.1, Lotus: 1-2-3, dBase IV,
Bookkeeping, DACEasy (GL, A/R, A/P, Inventory), Oracle 11.5, 4sight, Lockboxes, Metaviewer, Mapics, Digital
Photography.
EXPERIENCE:
Moore Staffing Services
Smith & Nephew – Andover, MA-contract employee
Demo Specialist | Advanced Surgical Device Division (09-24-10 – 10-01-12)
• Responsible for outgoing Demo orders insuring prompt delivery of product to the sales force.
• Process of return authorizations (RA’s) with service exchanges and complaints on product.
• Process orders, credits and transfer of product from one rep to another.
• Research pricing and inventory problems.
• Run reports to trouble shoot problems on orders to clear them for revenue.
• Answer calls on fast paced Demo Phone Queue.
• Work with the Sales Force on the Mobile Sync troubleshooting and training.
Michael Page International
Welch’s – Concord, MA-contract employee
Logistics Coordinator (02/09-02/10)
Control all Refrigerated orders for Northeast, Lawton, going to Co-man plants – Country Pure Ellington-CT,
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Country Pure Deland-FL, Citrus Systems-Madison WI and Heartland Farms- City of Industry CA. which included
providing the delivery numbers on all orders and faxing them to the appropriate plants.
Responsible for maintaining the Open Order Report for discrepancies.
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Assist the plants and DFSD Associates with date changes, cuts and shortages on all Refrigerated orders.
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Handle all ISO tendering for the Northeast Plants.
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Demand Fulfillment Services Dept.
DFSD Associate (03/08-02/09)
Responsible for the order entry for Industrial orders, EDI orders for Target, fulfillment, management, document
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retention and deduction management for select customers.
Cross trained on International orders and invoices and Commercial Invoices.
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Cleared Deductions and updated check information for the Northeast Region, assisted with updating checks for
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deductions for the Atlanta Coast, Central, Western and Kroger regions. Requests POD’s for these areas also.
Coordinate with internal sales group on Welch’s policies and procedures as they pertain to Order Management.
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Researched data for deductions, payments, pricing and promotions.
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Perceived patterns of problems that should be addressed to improve service and customer satisfaction levels.
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Implemented procedures to improve processes.
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Handled all psubs and cuts for all the plants, DFSD, Co-man’s and Logistics.
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Trained DFSD Associates on the psub procedures.
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Responsible for all ATP Holds for Northeast, Atlanta, Central and Western Regions.
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BOC Edwards – Wilmington, MA- contract employee
Sales Coordinator (07/07- 10/07)
Karen J. O’Neill Page 2 of 3
Provided detailed technical information, price, delivery,
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applications, and quotes on Catalog customers.
Proactively cross sold products and accessories.
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Promptly responded to telephone, e-mail, fax and mail
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inquiries.
Brunswick New Technologies – Marine Electronics (formerly Northstar), Acton, MA
Warranty /Customer Service Administrator (2006-2007)
Promoted to manage and administer the warranty program for ~ 40 marine navigation products with revenues of $20K
per month. Managed over 80-90 warranty claims per month in Access database and verified financial responsibility for
both the dealer and company.
Developed new process for contacting customers regarding warranties and reduced a 2 year backlog of warranties.
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Investigated RMAs (returned material authorization) to ensure eligibility of customer warranty claim, reviewed
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problem claims with Service Manager and/or Director of Operations prior to submission for payment.
Created monthly reports, graphs, and presentations from Access database including developing Excel spreadsheet
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distributed to customers via email to promptly communicate warranty claims acceptances and denials.
Attended technical and sales training to stay up to date with products and repair instructions, consulted with senior
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technical staff when required.
Assisted customers with questions relating to product, warranty claim status or warranty registration and process
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all customer returns upon completion of repairs.
Worked with 7 repair service technicians and 5 technical support employees upon completion of returns for credit
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to ensure calls were closed and accounting was notified in a timely manner.
Customer Service Representative (2006)
Responsible for the processing of service repairs and product orders for domestic and international customers.
Responded to high volume of customer calls (80-100 calls per day), assigned RMA number or processed product
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order.
Processed repaired units and calculated repair charges and shipping charges and closed the repair call (an average
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of 25 per day). Tracked the completed repair units and updated the calls with the tracking numbers. Flagged orders
on Credit Hold to Accounting via email for resolution.
Updated Warranty claim information in the system and Mapics.
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Getronics (formerly Wang Global) Tewksbury, MA
Warranty Administrator (2002-2005)
Managed warranty parts exchange program for remote UPS Logistics warehouse which involved ordering parts to
replenish stock warehouse. Coordinated off-site records storage per ISO9002 requirements.
Reviewed daily levels and researched service call information in order to place warranty replenishment orders directly
with multiple OEM vendors including Dell, IBM, HP, Compaq and Xerox.
Worked with technical engineers and material buyers to resolve any issues, including part substitutions, missing or
mislabeled shipments.
Assisted in placing warranty orders and or researching order information directly w/ 900+ Field Technician base.
Customer Service Representative (1998-2002)
Solely responsible for the processing of orders and reports of the Wells Fargo laptop exchange contract which had in
excess of 6000+ laptops.
Generated a very detailed daily report of the shipments, cancellations and exchange of laptops. Also provided real-time
reporting of all serialized stocking levels.
Created monthly invoicing based on all exchange and repair activity.
City Packing Company Inc., Boston, MA
Accounting Assistant (1995-1998)
Responsible for accounts receivable, payroll and employee records.
Karen J. O’Neill Page 3 of 3
Reviewed over 200 customer orders per week for input into database for correct invoicing and pricing.
Worked with ADP to process payroll on a weekly basis.
The Courthouse Racquet and Fitness Center, Chelmsford, MA
General Manager (1992-1994)
Assistant General Manager (1989-1992)
Promoted to manage the day to day operation of a 1600 member health club, restaurant/lounge and outdoor recreation
facility. Managed and directed $1.5M budget with responsibility for preparation, forecasting, and review of 7 department
budgets.
Managed Monthly Profit and Loss statements to determine fiscal status and possible corrective measure.
Developed and maintained ongoing cost controls; negotiated purchase of capital equipment, computers, software, copiers,
food and beverage supplies, service contract and advertising space.
Developed and organized staff training programs, member tournaments and summer and winter programs for members.
PREVIOUS CAREER BACKGROUND:
Wang Laboratories, Lowell, MA
National Account Specialist
Coordinated bookings, invoices, and contract terms with field personnel and home office staff.
Sales coordinator
Reviewed customer orders for content, quality, accuracy and profitability.
EDUCATION AND TRAINING:
Tyngsboro Jr. Sr. High School
Tyngsboro, MA
Academy of Learning
Lowell, MA
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