Desiree Ellison
Niagara Falls
Summary
Professional with over 15 years in sales support and customer service, demonstrating strong analytical problem-solving and multitasking abilities. Proven track record of enhancing operational efficiency and customer satisfaction through exceptional service delivery. Expertise in managing high volumes of inquiries and administrative tasks with precision. Skilled in effective communication, data entry, and appointment scheduling, ensuring seamless operational flow.
Overview
14
14
years of professional experience
Work History
Dedicated Sales Support Specialist
Thermo Fisher Scientific Inc.
02.2015 - 08.2025
- Assumed full ownership of administrative functions for two sales districts, ensuring efficient complaint resolution and proactive communication regarding backorders.
- Streamlined order placement processes, enhancing accuracy and efficiency in addressing sales inquiries.
- Facilitated resolution of concerns related to replacements, credits, debits, and returns for sales representatives and customers.
- Managed routing of miscellaneous inquiries, including W9, vendor registration, MSDS, COA, and contracts.
- Generated regular sales reports for management review, highlighting key performance metrics.
- Provided administrative and technical support to assist sales team in achieving monthly and quarterly targets.
Sr. Sales Support Representative/ Customer Relatio
V
12.2015 - 01.2020
- Processed all incoming telephone and email inquiries from Sales Representatives promptly.
- Delivered exceptional customer service to support front-line sales representatives effectively.
- Ensured compliance with company and department goals, including turnaround times and performance metrics.
- Utilized sales order entry system and resources to provide accurate information on quotes and promotions.
- Generated required documentation for each order to adhere to shipping schedules.
- Customer Relations/
Customer Service Representative
02.2015 - 12.2015
- Responded promptly and professionally to all customer inquiries regarding pricing, availability, and shipping details.
- Utilized sales order entry system and catalogs to deliver accurate information on quotes and promotions.
- Sorted and managed all incoming mail within Customer Service email boxes efficiently.
- Maintained established service quality standards while processing telephone orders accurately and timely.
- Contributed to revenue growth by actively participating in up-sell and cross-sell promotions.
- Adhered strictly to SOPs and departmental training guidelines to ensure compliance.
Customer Care Specialist/Appeals Representative
Xerox
06.2011 - 09.2014
- Provided guidance regarding financial aid to prospective college students, and assisted with the completion of applications over the phone.
- Counseled parents and graduate students with credit appeals for Parent and Graduate PLUS loans.
- Approved federal direct loans for over 1,000 parent and graduate students
- Provided information to parents and students regarding Special Consolidation, Promissory Notes, and Entrance Counseling on the Studentloans.gov website.
Education
Some College (No Degree) - Economics
Buffalo State College
Buffalo, NYHigh School Diploma -
Niagara Falls High School
Niagara FallsSkills
- Administrative skills
- Collaborative Teamwork
- Analytical Problem-Solving
- Document Processing Skills
- Revenue monitoring
- Complaint handling
- Multitasking and organization
- Data entry
- ERP Systems (E1, SAP, Salesforce)
- Project Management
- Customer Service & Sales Support
- Process Improvement
- Microsoft Excel Proficiency
Awards
EOP Academic Merit Award, 2009
Timeline
Sr. Sales Support Representative/ Customer Relatio
V
12.2015 - 01.2020
Dedicated Sales Support Specialist
Thermo Fisher Scientific Inc.
02.2015 - 08.2025
Customer Service Representative
02.2015 - 12.2015
Customer Care Specialist/Appeals Representative
Xerox
06.2011 - 09.2014
Some College (No Degree) - Economics
Buffalo State College
High School Diploma -
Niagara Falls High School