Rebecca Curtis

Handled general customer inquiries, ensuring prompt and informative responses.

• Referred customers to the correct internal professionals to ensure effective escalation and resolution.
• Channel product sales inquiries to the appropriate sales/service leader.
• Monitored and responded to email, voicemail, web portal, and fax, ensuring timely request resolution per established standards and KPIs.
• Coordinated service scheduling and processing, optimizing workflow efficiency.
• Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
• Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.
• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and assign , OEM or TVP, working to schedule out 60-90 days in advance of required event.
• Followed up on service events to verify completion and ensure customer satisfaction.
• Utilize SAP, Service Max and/or customer's system of record, if required, to capture pertinent detail regarding the event.
• Entered data from Field Service Reports into SAP, Service Max, and/or customer's system of record, ensuring accuracy of start and stop dates and times.
• Collect required customer data and information for account creation and maintenance, equipment adds to the program, deletes from the program, or entitlement changes. Submit via portal for processing.

• Coordinated candidate screening, interview scheduling, and onboarding support for staffing assignments.
• Managed approximately 40 incoming calls, emails per day from customers.
• Maintained accurate records across applicant tracking and internal documentation systems.

• Schedule and write orders for facility.
• Order materials to restock inventory and obtain goods for production.
• Complete reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
• Track all orders from start to finish assuring the completion date be met on each order.
• Perform monthly inventory for the facility.
• Address internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
• Realign production schedules to factor in changing conditions such as materials shortages and changing designs.
• Work with supervisors and Set up Technicians to understand supply needs in order to make necessary changes in the department to stay on goal to meet required production dates.
• Present and maintain production schedules in a database.
• Lead team of 4 Set up Technicians.
• Schedule deliveries of materials by specified time to begin production on time.
• Developed strong working relationships with management and executive team through effective scheduling and communication skills.
• Requisition materials to restock inventory and obtain goods for production.
• Liaison or Human Resources, Benefits, etc.
• Ensure that equipment and materials are prearranged for production.
• Perform general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.
• Developed and updated spreadsheets and databases to track, analyze and report on performance and production data.
• Manage office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
• Execute record filing system to improve document organization and management.
• Route incoming calls and faxes and drafted detailed messages to expedite response.
• Welcome office visitors warmly and alerted staff to arrivals of scheduled appointments.
• Offer departmental administrative support.