Yaneli Serrano
Winston-Salem,NC
Summary
9 years in a customer-oriented environment has allotted me the opportunity to gain multiple skills including customer service, communication, analytical, and process development. I am focused on quality, putting the customers’ needs first with an understanding that our business depends on their satisfaction. I work well in a team environment, building relationships with field partners ensuring successful outcome on customer escalations.
Overview
12
12
years of professional experience
Work History
Service Advantage Field Liaison
PepsiCo
Winston-Salem, NC
01.2018 - Current
- Provide source data and analytical review for equipment and customer account maintenance, processing, and client billing activity
- Provide Data and reporting agent for SA team providing support, process analysis and being the contact for exception management
- Liaison for field, customers, and Alternate Service Providers
- Accountable for account maintenance, service order entry, service escalations, equipment move entry and invoicing
Digital Team
PepsiCo
Winston-Salem, NC
01.2017 - 01.2018
- Serve as a primary contact for digital service requests, including data entry, trouble shooting and following up with Escalation/DOL team as necessary to ensure adherence to process standards
- Utilize CETS/SAP application and Tele-tech web- based tool to ensure technicians receive service orders accurately and timely to expedite customer equipment service issues
- Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests
- Support PES Inbound call team as needed
SUPPLY CHAIN MEM csr
PepsiCo
Winston-Salem, NC
01.2015 - 01.2017
- Use issue resolution follow-up to handle a wide variety of questions, and customer service needs with seamless coordination and communication
- Support goals of the Pepsi Equipment Services Organization
- Trouble shoot equipment issues over the phone
- Dispatch tech and schedule equipment service appointment for PepsiCo customers
Sales Representative
PepsiCo
Winston-Salem, NC
01.2013 - 01.2014
- Manage outbound and inbound customer contacts
- Strong knowledge of the customer’s business
- Onboarded the customer, contacted Custer to do the welcome call
- Contacted customer made sure equipment was onsite as well as product for successful installation.
- Contacted customer made sure everything went smoothly and everything is working.
- Establish a buying pattern for customer based on trends and frequency and type of account
Education
High school diploma - Basic Studies
North Forsyth High School
Winston-Salem, NC01.2012
Skills
Excel knowledge, PowerPoint
References
References are available on request.
Timeline
Service Advantage Field Liaison
PepsiCo
01.2018 - Current
Digital Team
PepsiCo
01.2017 - 01.2018
SUPPLY CHAIN MEM csr
PepsiCo
01.2015 - 01.2017
Sales Representative
PepsiCo
01.2013 - 01.2014
High school diploma - Basic Studies
North Forsyth High School