Ana Mendez
Tustin,CA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Senior Customer Relations Representative
Epson America
12.2020 - Current
- Support internal departments by managing inquiries, orders, approval requests, and addressing concerns for various teams
- Create debit/credit memos, RMAs and reports to resolve billing blocks, complaints, and order errors.
- Managed executive/legal emails, complaints, processing orders, and assisting with credit issuances and pricing information
- Addressed escalations from service centers, distributors, and warehouses, ensuring timely resolution of issues and concerns
- Monitored open service events, approved warranty repair & exchange claims/exceptions, bill accounts for non-returns
- Managed parts shipments & returns, reported on parts requests, along with freight carriers to address shipping issues
- Analyzed multiple reports, monitored inventory levels, and communicated with clients to understand and address their needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Assisted in developing training materials for new hires, enhancing onboarding efficiency and employee retention rates.
Construction Mechanic
United States Navy
06.2019 - Current
- Reduced downtime for equipment maintenance by performing regular inspections and addressing issues promptly.
- Contributed to cost savings through effective inventory management and negotiation with suppliers for materials pricing.
- Read and interpreted technical manuals for troubleshooting and repair purposes.
- Collaborated with team of technicians to complete projects and meet deadlines.
- Controlled costs by minimizing wasted resources and time.
Senior Customer Service Representative
Epson America
05.2016 - Current
- Support internal departments by managing inquiries, orders, approval requests, and addressing concerns for various teams
- Create debit/credit memos, RMAs and reports to resolve billing blocks, complaints, and order errors
- Conducted onboarding training for new hires, offered mentorship, coaching, and creating training materials for system usage
- Managed executive/legal emails, complaints, processing orders, and assisting with credit issuances and pricing information
- Addressed escalations from service centers, distributors, and warehouses, ensuring timely resolution of issues and concerns
- Monitored open service events, approved warranty repair & exchange claims/exceptions, bill accounts for non-returns
- Managed parts shipments & returns, reported on parts requests, along with freight carriers to address shipping issues
- Analyzed multiple reports, monitored inventory levels, and communicated with clients to understand and address their needs.
Customer Relations Representative
Epson America
05.2016 - 01.2020
- Collaborated with the warehouse to confirm the systematic and timely dispatch of parts and orders processed through SAP
- Consistently addressed escalated issues from end-users, vendors, and third-party support team ensuring effective resolution
- Coordinated with shipping carriers to schedule pickups, confirm deliveries, and resolve any hindrances to timely shipments
- Managed correspondence and e-mails including complaints, product exchanges, refunds, rebates, invoices, and chargebacks.
Call Center Representative
Pinnacle Claims Management Inc.
10.2014 - 05.2016
- Provide ongoing support to insurance agents and employers with Health Benefit Exchange Benefits
- Respond to inquiries relating to application process, completion, or benefits termination
- Assist in clarification of billing time frames, credits or adjustments
- Provide guidance for insurance agents on becoming certified for Covered Ca
- Assist to identify and reconcile agent commissions.
Customer Service Representative
ACSC
12.2003 - 04.2013
- Resolved concerns regarding membership, travel assistance, billing or emergency roadside assistance
- Processed DMV services including vehicle registration and title transfers
- Handled escalations with members to find the best outcome suitable to both the company and the member
- Mentored new personnel and provided training as necessary
- Processed travel arrangements including car, hotel, and airline reservations.
Education
Associate of Arts - Business Managaement
Cypress College
Cypress, CASkills
- Leadership & Team Building
- Strategic Analysis & Planning
- Service & Help Desk Support
- Electronic Data Interchange
- Enterprise Resource Planning
- Account & Order Management
- Supply Chain & Allocation
- Customer Relationship Management
- Microsoft Office Suite (Word, Excel, Outlook)
- SAP
- Oracle Service Cloud/RightNow
- Mitel
- Ignite
- SharePoint
Timeline
Senior Customer Relations Representative
Epson America
12.2020 - Current
Construction Mechanic
United States Navy
06.2019 - Current
Senior Customer Service Representative
Epson America
05.2016 - Current
Customer Relations Representative
Epson America
05.2016 - 01.2020
Call Center Representative
Pinnacle Claims Management Inc.
10.2014 - 05.2016
Customer Service Representative
ACSC
12.2003 - 04.2013
Associate of Arts - Business Managaement
Cypress College