Roxanna Marin
Kissimmee
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Billing Executive
Stericycle/ Waste Management
Kissimmee
07.2024 - Current
- Provide exceptional customer service via phone, email, and in-person interactions, achieving high satisfaction scores
- Resolve billing issues, process orders, returns, and refunds efficiently, ensuring adherence to company policies
- Track customer order statuses using CRM systems and proactively address inquiries
- Identified any errors or discrepancies in invoice calculations before sending out bills
- Prepared invoices for customers based on product and service usage or flat fees
- Created and managed customer accounts, including pricing and payment terms
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Recognized by management for providing exceptional customer service
- Collaborated closely with team members to achieve project objectives and meet deadlines
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Implemented programs designed to increase employee engagement within the team
- Communicated regularly with vendors regarding invoice processing status updates.
- Coordinated with collections department to resolve overdue payments promptly.
Customer Service Supervisor
Verizon
Kissimmee
03.2022 - 09.2023
- Resolved 95% of customer concerns on the first call, enhancing satisfaction scores by 15%
- Addressed technical device issues using troubleshooting techniques, improving customer retention by 20%
- Promoted and sold wireless products and services, exceeding sales targets by 10%
- Maintained accurate customer records and account details to streamline future resolutions
- Monitored phone calls to provide feedback and coaching
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers
- Monitored phone calls to promote better service and provide feedback
- Ensured all customer inquiries were handled in accordance with company standards and regulations
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Supervised and trained customer service staff to ensure excellent customer service delivery
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Developed and implemented strategies retain customers and drive loyalty
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information
- Collaborated with other departments to resolve complex customer issues quickly
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance
- Managed executive schedules, coordinated inter-departmental meetings, and organized detailed reports
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Customer Service Manager
Meggitt
01.2019 - 03.2022
- Audited customer account information to identify issues and develop solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Conducted training and offered staff development opportunities to decrease process lags.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Production Coordinator
Safran
Medley
06.2016 - 01.2019
- Ensured all customer inquiries were handled in accordance with company standards and regulations
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Supervised and trained customer service staff to ensure excellent customer service delivery
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance
- Managed executive schedules, coordinated inter-departmental meetings, and organized detailed reports
- Prepared and issued customer repair and sales quotes, maintaining a 100% on-time submission rate
- Conferred with department supervisors to determine status of assigned projects.
- Supervised a team of operators responsible for running different stages of the manufacturing process.
- Prepared for production by checking inventory levels of items needed to complete work.
- Prepared and maintained production reports for senior management review.
- Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
- Received incoming shipments and reviewed contents against purchase order for accuracy.
- Coordinated with production lines and created schedules to meet promised delivery.
Education
Bachelor Of Arts - Criminal Justice
Florida International University
Miami, FLSkills
- Billing management
- Invoice processing
- Account management
- Data analysis
- Coaching and mentoring
- Customer retention
- Continuous improvement
- Dispute resolution
Certification
Project Management Certification
Languages
- English, First Language
- Spanish, Proficient (C2)
Timeline
Billing Executive
Stericycle/ Waste Management
07.2024 - Current
Customer Service Supervisor
Verizon
03.2022 - 09.2023
Customer Service Manager
Meggitt
01.2019 - 03.2022
Production Coordinator
Safran
06.2016 - 01.2019
Bachelor Of Arts - Criminal Justice
Florida International University