Annalisa Ocasio
Reading,PA
Summary
Focused and resourceful professional with hands-on experience in member service, team leadership, collections, and document administration. Possess comprehensive understanding of complete accounting life cycle. Proficient in applications such as SAP Retail, Resolve, AS400, Verisae, Resolve, Microsoft D365.
Overview
4
4
years of professional experience
Work History
Wholesale Customer Service Specialist (contract)
Robert Half
Reading, PA
09.2022 - 03.2023
- Complete related records, reports and documentation required to support assigned customers
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Recently assisted the client with migrating to a new ERP system.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Member Service Representative (part Time)
BJ's Wholesale Club
Reading, PA
06.2021 - 09.2022
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Offered exceptional customer service to differentiate and promote company brand.
Collections Customer Service Representative
Santander Bank
Reading, PA
07.2021 - 12.2021
- Improved cash flow position by placing/answering calls related to negotiations of past due balances
- Updated and maintained contact information for future reference and reporting purposes
- Created proper account notations and received payments
- Credited for collecting $35K payments in one week
- Gained trust of managers for singlehandedly driving special projects.
- Identified reasons for delinquency to assist customers in resolving payment issues.
Retail Store Supervisor
BJ’s Wholesale Club
Reading, PA
06.2019 - 06.2021
- Oversaw all aspects of member service, front of house, merchandising, and receiving
- Enforced end-to-end controls for compliance with club policies and procedures
- Identified and communicated escalated issues to home office and club manager for swift resolution
- Tracked team performance and shared actionable/constructive feedback
- Gave exceptional member service experience for positive feedback
- Introduced effective communication channels between home office and club team members for functional excellence
- Dealt with customer complaints and rectified product and service issues.
Education
Associate of Applied Science - Accounting
Reading Area Community College
01.2024
Skills
- Pivot Tables & v Lookups
- MS Office (Word, Excel, PowerPoint, Outlook)
- Data and Order Processing
- Customer Account Management
- Report Creation
- Error Identification
- Certified in 10-Key
- Time and Workflow Management
Timeline
Wholesale Customer Service Specialist (contract)
Robert Half
09.2022 - 03.2023
Collections Customer Service Representative
Santander Bank
07.2021 - 12.2021
Member Service Representative (part Time)
BJ's Wholesale Club
06.2021 - 09.2022
Retail Store Supervisor
BJ’s Wholesale Club
06.2019 - 06.2021
Associate of Applied Science - Accounting
Reading Area Community College