Melissa Aquino

• Manage technician scheduling to meet customer requirements across T&M, warranty calls, and service agreements.
• Conduct customer visits to ensure satisfaction with service delivery.
• Review all closed service tickets for SLA accuracy and compliance.
• Coordinate customer transitions from operations to service at the end of warranty periods.
• Lead weekly departmental meetings to align on priorities and performance.
• Partner with Contracts Department to set up service agreements and ensure accurate booking packages.
• Verify scope of services sold and confirm labor hours for preventative maintenance tasks.
• Set up WOGs and scheduling for full contract terms.
• Ensure multiple technicians are trained and prepared for each service agreement site.
• Support collections efforts for outstanding receivables.

Service Manager-Automatic Controls Engineering 2018 – 2023

• Scheduled and created work orders for service repairs and equipment replacement.
• Managed contracts for BMS preventative maintenance services.
• Dispatched technicians to service calls and ensured timely response.
• Reviewed and processed dispatches, purchase orders, and parts requests.
• Prepared repair quotes and reviewed field reports for invoicing accuracy.
• Contacted customers regarding overdue invoices and coordinated collections.
• Led weekly manpower meetings to plan upcoming schedules and resource allocation.

Office Supervisor-Cold Ice Inc. 2012 – 2018

• Supported the President with administrative tasks and represented leadership in vendor meetings to resolve quality and inventory issues.
• Screened resumes, interviewed candidates, and supported hiring decisions.
• Supervised a team of five, managing daily office operations and escalated issues.
• Updated company policies and collaborated with management to streamline procedures.
• Handled customer service inquiries, product descriptions, pricing, order processing, and shipping coordination.
• Trained staff on product knowledge and company policies.
• Responded to customer concerns via phone and email with professionalism and urgency.
• Coordinated pricing and contracts with transportation carriers.
• Maintained standards for complaint resolution and customer feedback.
• Collaborated with internal departments on customer issues, planning, and communication.
• Monitored service levels and compliance with protocols and contracts.
• Attended tradeshows to present products and gather leads.
• Ensured adherence to GMP processes and procedures.

Order Administrator-Carl Zeiss Meditec 2006-2011

• Coordinated international shipments with customers and sales teams. Specific territory was South East Asia.
• Processed returns, exchanges, repairs, cancellations, and price adjustments.
• Arranged transportation and product returns.
• Communicated customer needs and priorities to production planners and buyers.
• Attended tradeshows to collect leads and support direct sales interactions with physicians.
• Ensured compliance with GMP and ISO processes and procedures.

References Available upon request.

• Schedule and create work orders for service repairs and replacement.
• Schedule and create contracts for BMS Preventative Maintenance.
• Dispatch Technicians to service calls
• Review and process dispatches and purchase orders
• Request parts as needed for repairs
• Provide quotes for repairs
• Review field generated reports and prepare for invoicing.
• Contact customers for collections on outstanding invoices that are past due
• Weekly Meetings with manpower team for scheduling/ planning for the weeks ahead.

• Assisted the President of the company with administrative tasks, attended meetings with vendors on behalf of President to resolve supplier quality and Inventory related issues.
• Screened resumes and Interviewed candidates for possible hire
• Managed a group of 5 with office duties and problem escalations.
• Updated old policies and worked with management to streamline procedures and fill in gaps.
• Handle customer service inquiries including describing products and services available, quoting prices, processing, and shipping times and selling merchandise
• Responsible for training staff on detailed product knowledge and company policies
• Respond to and investigate customer inquiries, concerns and issues via phone and email in a timely and courteous manner
• Provide answers to inquiries relating to products, order status, shipments and any other questions that may arise
• Coordinated pricing and contracts with Transportation Carriers.
• Established and maintained consistent standards for complaint resolution and feedback.
• Effectively interacting with diverse situations and people.
• Collaborating with other departments on responding to customer issues, operational and planning matters, and communications.
• Monitoring service levels, compliance with protocols, procedures, and contracts
• Attended tradeshows to present products and collect leads.
• Maintain currency of, and adhere to applicable GMP processes and procedures

• Responsible for coordinating shipments with International customers/sales.
• Process returns, exchanges, customer repairs, cancellations, and price adjustments. Arrange transportation and return of product.
• Communicate customer needs and build priorities to Production planners and buyers.
• Attended tradeshows to collect leads and interacted with doctors that were interested in purchasing direct at the show.
• Maintain currency of and adhere to applicable GMP/ISO processes and procedures.