Dianna Tapia
Methuen
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
Work History
Sales Operations Associate
GE Healthcare
06.2020 - Current
- Responsibilities include receiving quotes, processing orders, and coordinating communication of order fulfillment for equipment, products, and service parts.
- Track order status from beginning to end and be liaison with sales, service, and customers to ensure all orders are processed in a timely and accurate manner.
- Assist customers, sales representatives, and service representatives on all aspects of support for order placement.
- Initiate and issue Return Material Authorizations (RMAs) for repair and return of customer-owned products.
- Respond to inquiries regarding products, prices, delivery, and service.
- Work with team members to enter large or complex orders.
- Verify and audit orders for customers.
- Provide shipment tracking.
- Work in conjunction with Fulfillment Operations, Accounting, Contracting, and Finance teams to collect information and complete processing of customers orders.
- Identify issues and collaborate with multiple groups to bring issues to resolution.
- Manage customer calls, emails, and resolution of any customer complaints related to order processing. Maintain sales files and order records, as required.
- Assist with other duties and special projects as requested.
- Liaison to production planning teams in State College and Denmark, representing the Region, for order fulfillment oversight to maximize accuracy of revenue planning and ensure on-time shipment. Routine reporting and escalation responsibilities, as required.
- Department SME (Subject Matter Expert) that acts as a Trainer to onboard new employees and/or offer continuing education opportunities.
- Responsible to answer more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquiries are dealt with promptly and accurately.
- Develops problem solving guidelines, checklists, or other materials that assist the team in responding faster to inquiries that are recurring or routine to improve the customer experience.
- Lean initiatives representative - aggregate systematic issues on behalf of the team and initiate pathways to achieve sustained improvements through partnership with cross-functional stakeholders.
- Deputy for Sales Operations Manager Role
- Company transitioned and separated from Analogic Corporation
- Promoted to Lead- Sales Associate
- Coordinated sales order processing to ensure timely delivery and customer satisfaction.
- Supported sales team by managing customer inquiries and resolving issues efficiently.
- Assisted in maintaining sales forecasts through data analysis and reporting tools.
- Streamlined communication between sales and operational teams to enhance workflow efficiency.
- Developed training materials for new employees to facilitate onboarding process.
- Contributed to CRM system updates, ensuring accurate data entry and record management.
- Analyzed sales performance metrics to identify trends and recommend improvements.
- Participated in cross-functional meetings to align sales strategies with company objectives.
Service Coordinator
Analogic Corporation
05.2016 - 01.2020
- Provide world class service to Analogic external international and domestic customers by providing timely, accurate, and proactive communication through various communication methods including face to face, phone and email.
- Enter customer sales orders, change orders, debits, invoicing, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures. Update and maintain ERP system.
- Thoroughly analyze issues and requests and clearly communicate them verbally and in writing using company-approved methods/tools.
- Act with written principles of the organization without direction or oversight from management.
- Responsible of coordinating the activities of field engineers and providing service information and support to customers who call in.
- As a positive representative of the company, both internally and externally.
Client Account Representative
Cass Information Systems
07.2015 - 05.2016
- Accountable for managing the daily activities related to the processing of large enterprise accounts. Responsible for responding to internal and external requests in effort to identify process improvements and facilitate solutions.
- Independently process and respond to routine questions, processing issues and requests according to company-defined procedures.
- Act as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management.
- Possess a thorough understanding and ability to explain and promote web-bases Services.
Customer Service Representative
On Call International
08.2014 - 07.2015
- Use Consultative Sales techniques and world-class customer service to listen, uncover customer needs, and position the correct solution in a professional manner.
- Provide information and answer questions regarding customers' plan benefits and/or claims in an informative and courteous manner.
- Receive and quickly and accurately process all domestic and international inbound calls receive emails and faxes related to travel and medical emergencies
Lead Customer Service Representative
Stream Global Services
01.2011 - 07.2014
- Assisted Western Digital customers with troubleshooting internal and external desktop or portable hard drives
- Assisted customers with creating RMA’s (Return Merchandise Authorization) for their bad hard drives to be exchanged for a recertified drive
- Assisted Sony customers with troubleshooting their mobile devices which includes cellular phones and accessories
- Assisted customers with creating RMA’s (Return Merchandise Authorization) for their phones, which would be sent in for repair
- Technical Support for Western Digital & Sony Mobile
- Western Digital
- Sony Mobile
Lead Quality Assurance Coach
The CCS Companies
01.2011
- Monitored representatives calls to identify areas for improvement and to ensure regulatory compliance
- Coached individuals in five (5) areas: compliance, negotiations, customer service, professionalism and specific client requirements
- Completed tracking and reports on all coached individuals for their supervisors
- Toyota Customer Care Representative
- Resolved over $150,000 in delinquent loans
- Succeeded as a top performer. Ranked in the top 20 overall in a team of over 60 representatives
- Represented our client, Toyota, in over 200 customer resolution calls each day
- Highlights:
- I was one of two (2) coaches selected to help kick off a new client and develop the quality assurance standards that would be used for the duration of the project
Education
High School Diploma -
Lawrence High
Lawrence, MA01.2004
Skills
- Order processing
- Customer support
- Data analysis
- Sales forecasting
- Communication coordination
- CRM and ERP management
- Process improvement
- Cross-functional collaboration
- Team leadership
- Issue resolution
Languages
Bi-lingual: English and Spanish
Timeline
Sales Operations Associate
GE Healthcare
06.2020 - Current
Service Coordinator
Analogic Corporation
05.2016 - 01.2020
Client Account Representative
Cass Information Systems
07.2015 - 05.2016
Customer Service Representative
On Call International
08.2014 - 07.2015
Lead Customer Service Representative
Stream Global Services
01.2011 - 07.2014
Lead Quality Assurance Coach
The CCS Companies
01.2011
High School Diploma -
Lawrence High