Summary
Overview
Work History
Education
Skills
Related Projects
Timeline
Generic

ALEXANDRA HARPIN

Middleboro,MA

Summary

Motivated Quality Assurance Specialist & Order Management Representative who processes and tracks customer orders and provides quality resolution for account and licensing errors. Thrives in fast-paced environments with demonstrated commitment to customer service excellence. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong Salesforce and Oracle knowledge and proficiency to navigate multiple systems.

Overview

8
8
years of professional experience

Work History

Quality Assurance Specialist

PTC, INC
06.2021 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Provide support to new and existing customers throughout different channels (e.g., phone emails, Live Chat, etc)
  • Resolved order failures and errors promptly and effectively to avoid issues in the future.
  • Update contracts i.e RPM, addresses, partner information, duration, promo codes, billing type or frequency.
  • Streamline information and investigate issues to develop an appropriate action plan that results in problem resolution (contract & licensing issues).
  • Assist in the implementation of work instructions for new hire training to increase work productivity and success.
  • Handle individual cases and customer disputes that require follow up over several days (possibly weeks) with numerous departments
  • Closed over 800 cases, booking modifications and disputes, during one quarter.
  • Processed and handled customer complaints, answering questions, and providing alternative solutions.
  • Established trust among colleagues as an expert resource on order management and quality assurance policies, helping troubleshoot complex situations when needed.
  • Established lasting relationships with clients by consistently providing attentive support that exceeded expectations.

Order Management Representative - Complex Team

PTC, Inc
06.2019 - 06.2021
  • Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
  • Utilized CRM systems (Salesforce and Oracle) to update and manage customer information, enabling personalized service experiences for clients.
  • Managed high-volume orders during peak seasons, maintaining accuracy and efficiency under pressure.
  • Researched and addressed customer inquiries, questions and issues within 1-2 business days to promote optimal customer service.
  • Sent emails to communicate order status and informed customers of shipping delays, holds, and other order issues that may arise.
  • Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
  • Input order information into system and updated customer accounts to document and track customer orders.
  • Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
  • Delivered comprehensive training sessions for new team members, promoting consistent quality service across the board.

Senior Sales Lead

KATE SPADE NEW YORK
06.2016 - 06.2023
  • Organized on-site trainings to educate sales staff on benefits and care of product line
  • Conferred with store managers to obtain information about customer needs and preferences
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Maintained a deep understanding of product offerings and industry trends to serve as a trusted advisor to both clients and internal stakeholders during key decision-making processes.
  • Improved sales team performance with regular coaching, feedback, and goal-setting sessions.
  • Trained junior sales team members on best practices, product knowledge, and relationship-building techniques to improve overall team success rate.
  • Used customer insights to develop innovative sales strategies to increase sales.

Education

Bachelor of Arts in Corporate and Science Communications Candidate -

FRAMINGHAM STATE UNIVERSITY
08.2018

Skills

  • Superior verbal and written communication skills
  • Critical thinker with effective research skills
  • Creative problem solver who pays close attention to detail
  • Flexible team player who prospers in a fast-paced work environment
  • Ability to critically analyze and present data
  • Quality Assurance
  • Salesforce and Oracle Knowledge

Related Projects

  • Rhetorical Analysis of a Scientific Research Report
  • Revision and Analysis of a Laboratory Report
  • Poster creation and presentation based on the revised laboratory–focuses primarily on both the scientific findings and the process of designing the poster
  • Presentation on research that discusses the impact of climate change on water scarcity

Timeline

Quality Assurance Specialist

PTC, INC
06.2021 - Current

Order Management Representative - Complex Team

PTC, Inc
06.2019 - 06.2021

Senior Sales Lead

KATE SPADE NEW YORK
06.2016 - 06.2023

Bachelor of Arts in Corporate and Science Communications Candidate -

FRAMINGHAM STATE UNIVERSITY

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