Nicolas Garavito
Mine Hill,NJ
Summary
Results-driven Senior Customer Service & Order-to-Cash (O2C) professional with 8 years of experience in medical devices and life sciences. Skilled in SAP, Salesforce workflows, regulatory documentation, and reverse logistics in GMP and ISO 13485 environments. Demonstrates operational precision and effective problem resolution in high-volume settings.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
Solta Medical, BAUSCH HEALTH
Bridgewater, New Jersey
12.2024 - Current
- Process high-volume sales orders (capital & consumables) in D365, ensuring pricing accuracy, credit validation, and regulatory compliance.
- Managed updates to Customer Master, including ship-to corrections, vendor setups, and validations of Service Agreements; facilitating accurate order processing.
- Executed and reviewed SERF approvals in Salesforce (SFDC) for returns, exchanges, pricing exceptions, and compliance workflows, ensuring adherence to company policies.
- Partner with Sales Operations, Credit, Logistics, Product Support, and Field Sales to resolve escalations and prevent shipment delays.
- Coordinate documentation requirements including Purchase Agreements (PA), End User Agreements (EUA), training verification, and government/hospital documentation.
- Support FDA-regulated product handling aligned with GMP and ISO 13485 quality standards.
- Enhanced departmental documentation and workflow clarity, reducing order entry errors and mitigating compliance risk.
Customer Service Representative
Thermo Fisher Scientific, Patheon
Madison, Wisconsin
11.2021 - 12.2024
- Utilized SAP and Cloud CRM platforms to administer customer accounts, service records, and billing accuracy.
- Coordinated technical support requests and onsite service scheduling across regions.
- Reviewed credit applications and facilitated new account onboarding, enhancing customer experience and account setup efficiency.
- Resolved billing discrepancies and service delays through cross-functional collaboration with global teams, improving service reliability.
- Coordinated service-related purchase orders, quotes, and dispatch for field service engineers, ensuring timely delivery and support.
- Maintained detailed equipment records to support service lifecycle management.
- Ensured compliance with vendor agreements, pricing structures, and internal policies.
Technical Support Lead
Enablx
Randolph Township, New Jersey
04.2018 - 02.2020
- Delivered technical troubleshooting support to homeowners, plumbers, contractors, and engineers.
- Diagnosed mechanical and performance issues through phone-based assessments, enhancing resolution speed for customer inquiries.
- Maintained high customer satisfaction ratings while managing high-volume call workflows, contributing to overall service quality.
- Opened and documented detailed case files for each customer interaction, ensuring accurate records and follow-up support.
- Verified warranty eligibility and processed returns through retailers and wholesalers.
- Dispatched warranty replacement parts and coordinated logistics.
- Ensured accurate product identification, serial verification, and claim validation.
Restaurant Manager
Cafe y Canela Restaurant
Morristown, New Jersey
12.2014 - 07.2018
- Oversaw daily operations, staff scheduling, and workflow coordination to ensure efficient service delivery.
- Provided high-quality customer service while effectively resolving operational issues to enhance guest satisfaction.
- Ensured compliance with sanitation and equipment standards according to company and state health regulations.
- Ensured inventory accuracy and cost control.
- Organized supply orders and verified fresh food and produce deliveries.
- Managed cash registers and balanced daily sales reports using spreadsheets.
Education
High School Diploma -
Randolph High School
Randolph Township, NJ06.2012
Some College (No Degree) - Business Administration And Management
County College of Morris
Randolph Township, NJSkills
- SAP (MM03, VA01, VA02, VA03, ZMAIL, ZQUL)
- Salesforce (SFDC) & SERF Workflow Management
- Order-to-Cash (O2C) Lifecycle
- Capital & Consumable Medical Device Processing
- RMA & Reverse Logistics
- Lot/Batch Traceability & Compliance Documentation
- Regulatory Awareness (GMP, ISO 13485, FDA Environment)
- Government & VA Purchase Orders
- Credit and Payment Processing
- Technical Troubleshooting
- Cross-Functional Stakeholder Management
- Process Documentation & Operational Improvement
- Financial Reconciliation & Inventory Oversight
- Bilingual: English & Spanish
Timeline
Senior Customer Service Representative
Solta Medical, BAUSCH HEALTH
12.2024 - Current
Customer Service Representative
Thermo Fisher Scientific, Patheon
11.2021 - 12.2024
Technical Support Lead
Enablx
04.2018 - 02.2020
Restaurant Manager
Cafe y Canela Restaurant
12.2014 - 07.2018
High School Diploma -
Randolph High School
Some College (No Degree) - Business Administration And Management
County College of Morris