Mark Siragusa
Leander,USA
Summary
Motivated and results-driven Operations Analyst with a proven track record in data analytics and process optimization. Identify business needs and develop valuable solutions to drive accuracy and process efficiency. Drive business effectiveness through recommendations based on data findings.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Corp. Operations Analyst
SHI International Corp.
01.2022 - Current
- Manage and process all billing/invoicing for the Services organization (from receipt of subcontractor invoice to customer invoicing)
- Order entry and monitoring in billing internal systems and ticketing queues to ensure work is completed in a timely manner (SLAs)
- Audit and analyze customer billing data sets submitted by Project Managers to generate and process customer invoices
- Receive subcontractor invoices and review them for accuracy
- Coordinate/collaborate with internal and external customers to research and resolve billing/invoicing issues and revisions
- Handle requests from Project Managers for status updates of customer invoices, strive to become a subject matter expert (SME) for Services billing activities
- Develop/update documentation in organization's knowledge repository in the spirit of making suggestions for improvement, sharing best practices, etc
- Analyze existing processes to create / document improvements and efficiencies
Corp. Pre-Sales Services Advisor
SHI International Corp.
01.2021 - 01.2022
- Serve on Pre-Sales Service Desk, acting as front-line support for incoming service requests, qualifying incoming requests based on SHI services success criteria
- Coordinate discovery calls and lead conversations focused on project expectations, the customer's current IT environment, and desired outcomes
- Create SOWs based on SHI capabilities and customer expectations
- Maintain project documentation throughout the sales cycle, including SOW revisions
- Support the transitions of signed agreements from the pre-sales process to SHI services delivering team
- Maintain and update a pipeline of service opportunities
- Focus on delivering a world-class customer experience according to SHI standards
Tech Solutions Sales-Support
Office Depot
01.2020 - 01.2021
- Lead new ticket system tool for incoming requests
- Support business development manager with dedicated accounts
- Reconciliate orders and track deliveries from dedicated accounts
- Provide support to Account Executives and Business Account Managers with placing orders and/or finding solutions to the customer
- Analyze contract documents and advise solutions for any errors
- Provide alternative solutions for items out of stock
Inside Sales Representative
Office Depot
01.2019 - 01.2020
- Responsible for generating immediate, compelling customer interest, ensuring that the product or services offer sufficient value to generate a willingness to continue the sales dialogue
- Initiate exploratory discussions to schedule solid and specific follow-up sales calls to continue facilitating buying process
- Appropriately manages customer prospecting to connect directly with future customers
- Focused on the target markets of clients that typically have between 10 or 30 white-collar workers while handling approximately 700 accounts valued at 3 million dollars
- Responsible for revenue growth and customer retention as part of a business-to-business integrated sales model
- Managing customer relationships by making outbound value-added contacts within the context of an establishment Contact plan to their assigned account base, as well as accepting inbound calls
Retail Sales Consultant
AT&T
01.2013 - 01.2019
- Consultative sales approach guiding customers through their options and offering solutions for their needs
- Fill online orders and make outbound calls to existing and potential customers
- Fast-paced environment evolving in tech all the ways in order to assist the customers
- Assist customers in Spanish/English language as needed
Education
Bachelor - Human Resources Management, Marketing, Basic Accounting, Operations Management
Interamerican University of Puerto Rico Guayama Campus
Television Technician - Camera, Photography, Ilumination, Edition
Colegio de Cinematografía, Artes y Televisión
Skills
- Ability to work under pressure
- Analytical skills
- Problem-solving skills
- Written communication
- Verbal communication
- Trustworthiness
- Discretion
- Ethics
- Resourcefulness
- Multitasking
- Data Analysis
- Billing
- Microsoft PowerPoint
- Microsoft SharePoint
- Microsoft Excel
- Sales Goals
- Time Management
- Processing Payments
- Excellent Communication
- Autotask
- Salesforce
- Opus
- CRM
- Organizational Skills
- Dependability
- Responsibility
- Critical Thinking
- Virtual Technologies
- Cloud Technologies
- Amazon Web Services
- CRM Software
- System Administration
- Positive Attitude
- Data Entry
- Reporting skills
- Operational Efficiency
- Reporting abilities
- Workflow Optimization
Certification
- AWS Cloud Practitioner, 12/18/21
- Datto Certified practitioner in Autotask PSA, 03/16/23
Timeline
Corp. Operations Analyst
SHI International Corp.
01.2022 - Current
Corp. Pre-Sales Services Advisor
SHI International Corp.
01.2021 - 01.2022
Tech Solutions Sales-Support
Office Depot
01.2020 - 01.2021
Inside Sales Representative
Office Depot
01.2019 - 01.2020
Retail Sales Consultant
AT&T
01.2013 - 01.2019
Television Technician - Camera, Photography, Ilumination, Edition
Colegio de Cinematografía, Artes y Televisión
Bachelor - Human Resources Management, Marketing, Basic Accounting, Operations Management
Interamerican University of Puerto Rico Guayama Campus
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