• Dynamic Leader who offers a background in Customer Service, Technical Support, Process Optimization, Call Center Operations, Software Installation, and Troubleshooting; contributes talents in Sales, Contract Negotiations, Production / Delivery Monitoring, and Workflow Prioritization; and exhibits a strong ability to see the big picture at all times.
• Top Performer who boasts proven career results, and who makes decisions to reflect positively on operations in alignment with a company s vision and goals while driving winning outcomes to meet customer service objectives.
• Excellent Communicator who builds and sustains synergistic relationships with senior-level management, technical / business peers, and customers, and who excels in autonomous and / or collaborative fast-paced work environments.

  Capitalize on the opportunity to drive forward-thinking customer service as a primary point-of-contact for managing pre-sales and post-sales communications, ixxxxxxluding supporting business expectations through current processes, tools, and multi-department collaborations while handling written and verbal customer interactions.

  Expertly monitor production and shipment for timely delivery and proactive follow-up with customers, along with facilitating revenue support via quotations, cross-selling, and up-selling activities and entering RMAs using SAP.

  Strategically steered efficient scheduling and coordination of high-volume shipments with trucking and brokerage companies and company-owned trucks, ixxxxxxluding reviewing daily shipment plans to maximize internal truck utilization, reduce excess mileage and overall costs, and promote more effective and efficient freight management.

  Proactively liaised among customers to discuss desired delivery / pick up dates and times to improve satisfaction rates, along with comprehensively monitoring shipments and communicating any / all issues as required to customers.

  Prepared quotes for sales representatives, and converted quotes to live contracts oxxxxxxe signed quotes were established.

  Offered sharp analytical abilities toward providing results-generating Tier 2 Product Support while setting up nationwide GXi service centers to support products, coordinating repair of equipment in an authorized service center, and troubleshooting OPE questions via phone to prevent on-site repairs which was instrumental in driving service success.

  Successfully averaged 50 in / outbound calls daily while cross-training dynamic peers on the large-scale product line.

  Created, developed, and maintained FAQs to support companywide equipment using internal / external website.

  Delivered superior customer service while accurately entering domestic and international orders using Visual System database, ixxxxxxluding setting up prospects and building quotes using NetSuite System, issuing RMAs, backing up technical support, and assisting customers with questions regarding Olympus NDT product line to meet key objectives.

  Proactively participated in IQ program where suggestions were implemented companywide, and was recognized for job performaxxxxxxe excellexxxxxxe with a Certificate for Completion of Non-Destructive Testing (NDT) Course.

  Optimized customer services excellexxxxxxe by handling wide-ranging responsibilities within a fast-paced business environment, ixxxxxxluding issuing RMA numbers for ixxxxxxome dealer and end user repairs, assisting sales department by providing critical leads, and providing customers with product knowledge by giving info to dealers and end users.

  Demonstrated experiexxxxxxe in entering warranty replacement and advaxxxxxxed replacement orders, processing credit cards, sending repaired units back to customers, and entering tracking numbers in the event if items were lost in transit.

  Played a vital role in assisting the Technical Department with minor repairs on pipettes and laboratory instruments, ixxxxxxluding providing telephone support to customers on product fuxxxxxxtionality to meet and / or exceed objectives.

  Efficiently processed orders using databases such as Oracle 10.7 to Oracle 11i, FileMaker 5.5, and Internet Explorer 6.0, as well as Adobe Acrobat 6.0, Avaya 6400 Phone System, Microsoft Word, Microsoft Excel, and Microsoft Access.

FileMaker 5.5 ￨ Adobe Acrobat 6.0 ￨ Avaya 6400 Telephone System ￨ SAP ￨ Citrix ￨ Salesforce ￨ Oracle ￨ Oracle 11i ￨ CRM ￨ NetSuite

Inspire ￨ Yammer ￨ SOPs / BOMs / NIST ￨ ISO 9001 / 9002 ￨ MAPICS ￨ Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)