Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Erik Donchez

Summary

Adept Service Operations Analyst with comprehensive experience in managing service operations and implementing process improvements. Strengths include analytical skills, research, troubleshooting, planning, and project management with keen attention to optimizing operational efficiency. Proven ability to troubleshoot issues, and contribute to identifying areas of workflow efficiency through data-driven decision-making.

Overview

8
8
years of professional experience

Work History

Service Operations Analyst

Olympus Corporation Of The Americas
11.2022 - Current
  • Performed root cause analysis of loaner issues related to systems/reporting to identify and resolve problems quickly.
  • Reporting on Loaner Retrieval KPIs/Compliance Billings monthly via PowerPoint to ensure the team is meeting their goals. Provided feedback as to why numbers might be up/down month to month.
  • Assisting with creation of Change Requests/Maintenance Tickets and performing any subsequent testing in the Olympus Quality system.
  • Working with Olympus Reporting Teams on new ideas/changes to reports that will help the Loaner Retrieval Team most efficiently perform their activities.
  • Auditing Central/On-site Loaner Retrieval Reporting. Identifying any discrepancies and working with the appropriate groups to ensure they are rectified.
  • Reviewing/Closing out any Central/Loaner discrepancies from the Consignment Pick-Up/Storage Location Report
  • Assessing the Loaner Retrieval Team's invoicing for timeliness, completeness, and ensuring compliance policies are being enforced.

Senior Asset Retrieval Consultant

Olympus Corporation Of The Americas
04.2022 - 11.2022
  • In continuing my growth with the Loaner Asset Retrieval Team, I was promoted to Senior Asset Retrieval Consultant on April 1, 2022. This role includes all job functions from the Asset Retrieval Consultant II/III role, as well as becoming the secondary primary point of contact to my Manager for various other departments/Sales. In these roles, I have continued to work with my team members to help them grasp a better understanding of systems and find more effective ways for the team to function. I have taken on the task of providing monthly Central Loaner invoicing reports for the team and taking on an Audit role of our reporting to ensure all is working correctly and as it should be, accounts, and issuing ZOKR's to reverse ownership back to Olympus.

Asset Retrieval Consultant III

Olympus Corporation Of The Americas
04.2021 - 03.2022
  • In the Asset Retrieval Consultant III role, I continued my Asset Retrieval Consultant II duties but expanded my knowledge in other areas of the Olympus business. Working closely with my Manager, I was included in meetings that helped me have a more personal relationship with our Sales Staff/Up-line Management, and identify solutions to assist our field personnel. In addition to Sales, I was given the opportunity work more closely with Managers in our Service Contracts/Accounts Receivable teams, and help troubleshoot issues/find solutions to Loaner entitlement/invoices. Additionally, I was given the opportunity to work more closely with our Asset Analytics Team/Supply Chain Team. Asset Analytics helps assist Olympus by identifying asset issues and reaching out for assistance to the respective team. In this process, I was able to help identify and troubleshoot solutions to help our Supply Chain Team receive units into SAP-ECC, and this helps our Supply Chain Team receive the assets into their WMI systems. Issues identified included: open outbound delivery orders that needed to be deleted, inactive customer accounts that needed to be reopened, educating Asset Analytics on the reason for certain RMA rejections, performing ZOVF-ZOVR movements to help remove accounts/issue to new accounts, and issuing ZOKR's to reverse ownership back to Olympus.

Asset Retrieval Consultant II

Olympus Corporation Of The Americas
07.2019 - 03.2021
  • In the Asset Retrieval Consultant II role the Center Valley location was streamlined to perform country-wide retrieval of Loaner assets. This included our Central Loaners which were issued for Repair RMA's and On-site Loaners which are tied to Olympus Service Contracts. Retrieval was conducted per terms/conditions of the Substitute Equipment Agreement forms and Olympus Service Contracts. Invoices were issued for Loaner late fees in SAP-CRM, and making sure invoices were generated to ECC correctly. By overtaking the On-site Loaner program, I was able to expand my knowledge in SAP, find more tools to apply to my work, and assist my Coworkers in more effectively being able to retrieve assets. SAP systems/tools include ECC- IQ03 for Serial Number history tracking, VA03 to ensure SAP- RMA rejections, FBL5N to spot check paid Loaner Invoices. CRM- Sales Orders to review/update/reject for On-site Loaner Retrieval, Accounts for contact information, In-House Repairs to review aged repair data, ZOKE to issue consignment to customers, ZOKR to reverse consignment/ownership back to Olympus. In addition to retrieval activities, we overtook the Credit/Rebills log from the Olympus Accounts Receivable team. This included issuing Credit/Rebilling to requested accounts, applying missed discounts to Repair RMA's, and applying newly issued customer PO's.

Assoc. Service Consultant

Olympus Corporation of The Americas
10.2016 - 07.2019
  • As an Assoc. Service Consultant, I accepted inbound phone calls from customers/sales reps to help create RMA's for units to come in for repair. I performed outbound phone calls/emails to assist with the retrieval of our Loaner Assets, and this also included invoicing usage fees in SAP-CRM injunction with Compliance terms, and making sure this mapped over correctly to ECC for processing. We were tasked with assisting in scheduling pick up's for customers from 3rd party shippers, as well as re-routing medical scopes sent to Center Valley to our San Jose, CA location

Education

High School Diploma -

Catasauqua Senior High School
Northampton, PA
06-2011

Skills

  • Business Analysis
  • Workflow Optimization
  • Escalation management
  • Operational Excellence
  • Incident Management
  • System troubleshooting
  • Trend modeling
  • Service Delivery
  • Data Analysis
  • Reporting skills
  • SAP
  • Powerpoint knowledge
  • Pivot tables
  • Excel

References

References available upon request.

Timeline

Service Operations Analyst

Olympus Corporation Of The Americas
11.2022 - Current

Senior Asset Retrieval Consultant

Olympus Corporation Of The Americas
04.2022 - 11.2022

Asset Retrieval Consultant III

Olympus Corporation Of The Americas
04.2021 - 03.2022

Asset Retrieval Consultant II

Olympus Corporation Of The Americas
07.2019 - 03.2021

Assoc. Service Consultant

Olympus Corporation of The Americas
10.2016 - 07.2019

High School Diploma -

Catasauqua Senior High School

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Erik Donchez