Denise Everett
Customer/Administrative Support
Brentwood,CA
Summary
Dedicated Administrative professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Contract Administrator
BECKTON DICKINSON & CO
San Jose, CA
06.2021 - 06.2022
- Received booking packages, on average 10/ day, from inside sales which includes reviewing customer purchase orders to ensure it meet BD finance standards, reviews contract to ensure discounting, billing plan, pricing agreements are accurate prior to approving.
- Assisted Inside Sales, Customers, Field Service Engineers, Sales Representatives and Credit Department personnel regarding service agreement pricing, inquiries, problems/complaints, etc.
- Kept abreast of basic requirements for regulatory compliance in own area of work and complied with those requirements.
- Prepared ad hoc reporting as requested.
- Coordinated changes to agreement which might occur during contract lifetime.
- Monitored incoming contracts and service agreements for correct pricing and information.
- Oversaw invoicing to government entities to meet FAR regulations.
- Inputted new information into company's database using Salesforce, verifying accuracy and integrity of data prior to uploading.
- Managed Contract booking for over 10 states.
Service Operations Administrator
Carl Zeiss Meditec, Inc
Dublin, CA
11.2018 - 06.2021
- Created and maintained customer and product master data for use in customer interactions.
- Assisted Technical Support/ Call Center and Field Service teams with customer requests, database corrections, ticket request and other request related to service transactions.
- Processed credits and re-bills requests from Accounts Receivable.
- Responsible for closure process of service orders completed by Field Service team/ correcting errors as needed to ensure customers are invoiced correctly.
- Assisted FSEs with schedule organization, reassignments/reschedules, communication with customer, quote generation, and other administrative tasks to support FSE/FSS and customers.
- Responsible for updating, release and dispatching of Preventative Maintenance tickets to Field Service team.
- Assisted in training of Technical Support, Call Center, and Field Service teams on ticketing process.
- Assisted with documenting key processes and procedures and security protocols.
- Provided answers to customer questions via phone and email, typically within 24-48 hours.
Administrative Assistant
Festo Corporation
Livermore, CA
11.2016 - 11.2018
- Entered on average 20 Sales Orders in SAP and Confirmed Customer's Purchase Order as required.
- Provided Administrative support for CS Engineering Manager, which includes time sheet management, project tracking, travel arrangements, event catering arrangement.
- Provided support for department which includes mileage reports, product phase out notifications, sample requests, etc.
- Created, Copied, Verified and Released Bills of Materials in SAP Work Environment.
- Created and moved Projects in SAP Work Environment.
- Created Project Estimations and Quotations in SAP.
- Scheduled and operated Project Tracking Meeting.
- Advised Engineers on budgets to assist in keeping projects within budget.
- Checked incoming Sales Orders daily and confirmed assignment has taken place.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
Central Service Coordinator (Field Service Dispatcher)
Carl Zeiss Meditec, Inc
Dublin, CA
03.2015 - 11.2016
- Coordinated daily Field Service visits for repairs, preventative maintenances and installs at customer locations across United States and U.S Territories.
- Responsible for maintaining daily work schedule for 30 Field Service Engineers using Microsoft Dynamic Software, and SAP/CRM.
- Reviewed incoming customer service requests and entered data into SAP database.
- Coordinated urgent repairs and parts orders.
- Monitored shipments of parts or new instruments to coordinate on-site visit.
- Corresponded via phone, email or in person with Sales, Field Service, Technical, Support, Parts and Accounting departments to provide good customer service.
- Invoiced customers for repair costs and collected payment information.
- Prepared training documents and training schedules for new hires.
- Phone screened, interviewed, hired and trained new Dispatchers.
- Assigned to Operational Effectiveness task force for all of Customer Care (Tech support, Dispatch, Field Service, Parts, In-House Repair/Exchange Departments).
Contract/CRM Administrator
Carl Zeiss Meditec, Inc
Dublin, CA
12.2011 - 03.2015
- Responsible for reviewing and processing over 20 signed Service Agreement quotes and customer purchase orders daily, and all other payment forms to ensure Service Contract is processed accurately.
- Answered incoming phone inquiries from customers and assisted or transferred to correct department.
- Emailed, faxed and mailed out quotes to customers for Service Agreements.
- Responsible for processing payments and invoicing customers for Service Agreements.
- Maintained customer billing accounts by ensuring all billing information was accurate.
- Assisted Inside Sales, Customers, Field Service Engineers, Sales Representative, Technical Support and Accounts Receivable regarding Service Agreement pricing, coverage, inquiries, complaints, etc.
- Monitored incoming contracts and service agreements for correct pricing and information.
- Verified and reconciled customer information entered into SAP (CRM and ERP).
- Provided back office support to 20 Field Service Engineers.
- Processed daily all field service reports and ensured its accuracy for billing.
- Verified customer service requests were processed and dispatched to Field Service correctly.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
Associate of Arts - Behavioral Sciences
Chabot College
Hayward, CA 09.2008 - 05.2011
Skills
Business RequirementsQuality Assurance
Telephone etiquette
Contract reviews and edits
Workflow Management
Confidential records
Interpersonal and written communication
Database administration
Proficient in SAP (ERP&CRM), Salesforce, Microsoft Dynamic, JIRA
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Contract Administrator
BECKTON DICKINSON & CO
06.2021 - 06.2022
Service Operations Administrator
Carl Zeiss Meditec, Inc
11.2018 - 06.2021
Administrative Assistant
Festo Corporation
11.2016 - 11.2018
Central Service Coordinator (Field Service Dispatcher)
Carl Zeiss Meditec, Inc
03.2015 - 11.2016
Contract/CRM Administrator
Carl Zeiss Meditec, Inc
12.2011 - 03.2015
Associate of Arts - Behavioral Sciences
Chabot College
09.2008 - 05.2011