Call Center Representative

JUDITH A. MOTTLEYmottleyjam@aol.com || 732-687-2956
SUMMARY
An engaging and client-focused service delivery professional who empowers end users via expertise in helpdesk, product support, service delivery analysis, client services, expense management, customer relations, troubleshooting,   invoice and payment  processing, reporting and  call coverage.   Draws from extensive industry experience to administer cost-conscious solutions that benefit both the customer and organization.  Leverages broad-based interpersonal and communication skills to engage customers and assess needs.  Effectively interacts with a variety of individuals while carrying multiple tasks to completion.  A results-driven and forward-thinking team leader, producer, and collaborator perpetually focused on efficiency, team success, and the highest level of client satisfaction.

EXPERIENCE
Tangoe, Inc. Parsippany, New JerseyProduct  Support Engineer/L2     20142016
 Troubleshot and resolved all client issues  utilizing expertise in company product applications and deployment processes, Shared rotation of application deployments (midnight and weekend timeframes, typically two to four times per quarter).  Participated in 24/7 call coverage for alerts.
Identified need for, developed, and provided multiple levels of internal/external training for both domestic and international clients.Created and maintained documentation of support processes and FAQs for internal use companywide.
Service Delivery Analyst     2010–2014
Audited vendor telecommunications expenses for domestic and international clients.  Validated and processed invoices for client approval and payment.  Executed and analyzed payables.  Managed client database and reporting system.  
Developed processes and deliverables that resulted in cost savings for clients.  Reconciliation of internal and external  services and payables; identified overpayments and future savings applicable for high profile clients Provided internal/external support and training on expense management processes, payables, and history.
Datascope Corporation/Maquet Mahwah, New JerseyService Contract Representative/Billing Coordinator/Customer Care 20082009
Initiated, processed, and maintained service contracts and billing for company-branded cardiovascular equipment.  Supported, organized, and monitored all aspects of contract sales, procedures, and implementation.  Generated and maintained financial reports.  Ensured development and accuracy of new contracts, as well as maintained existing/renewal contracts in accordance with company policy.  Resolved inquiries regarding credits, re-billing, and disputes in timely fashion.  Provided internal and external client support (including sales and service representatives) for new/existing contract sales and billing.
Expense Report Coordinator 20072008
Audited, verified, and processed vouchers, direct bill invoices, and corporate credit cards used for employee travel and business expenses.  Ensured compliance of all business expenses, maintaining accurate accounts payable, vendor files, employee profile records, and vouchers.  Processed electronic and check payments for employees cash and corporate-issued bank credit cards.  Generated accurate payment reports, submitting to companys treasury department.  Monitored bank database, ensuring accuracy of inbound and outbound transactions.  Maintained Lotus Notes expense reporting database, system download alerts, and approvals.
Customer Service Professional 20042007
Provided customer support, responded to customer inquiries, and maintained client databases.  Processed, expedited, and tracked orders, credits, and re-bills.  Initiated product returns and replacement orders to maintain highest level of customer satisfaction.  Worked with clinical services and sales representatives to resolve various customer issues, promoting customer goodwill and maintaining high-quality services offered to end-user.  Oversaw web-based store, registration, order processing, and maintenance.ADDITIONAL EXPERIENCE
London Fog, Newark, New Jersey, Electronic Data Interchange (EDI) Coordinator, 2003–2004.  Managed inbound/outbound inventory and order fulfillment.  Processed inbound orders, picking, packing, advanced ship notices, and invoicing.
AD Sutton & Sons/Pacesetter Imports, Somerset, New Jersey, EDI Coordinator/Cash Applications, 20012002.  Communicated with value-added networks to maintain inbound and outbound communications.  Evaluated daily acknowledgment reports to ensure error-free transactions.  Researched, generated, and resubmitted outbound documents upon request.  Established and maintained new and existing partnerships for electronic document implementation and maintenance, including purchase orders, invoices, advance ship notices/UCC-128 barcodes, text, product activity data, and purchase order changes. 
Maxell Corporation of America, Fair Lawn, New Jersey, EDI Coordinator/IT Help Desk Support, 1997–2001.  Oversaw EDI environment activity and conditions to support customer requirements and implementations.  Reviewed daily transaction reports to reduce error ratio.  Communicated with value-added networks and trading partners for maximum efficiency, maintenance, and expansion opportunities.  Coordinated trading partner setups by executing electronic documents, including purchase orders, invoices, purchase order changes, advance ship notices/UCC-128 barcodes, text, and product activity data. 
Marketing and Sales Administrator, 1995–1997.
Inside Sales Coordinator, 1992–1995.
Administrative Assistant, 1990–1992.

EDUCATION 
William Paterson UniversityBachelor of Science, Business Administration/Marketing; AACSB

TECHNical skills 
Microsoft Office Word, Excel, and PowerPoint; Soffront Support Portal; SAP BusinessObjects; entry-level Oracle SQL and Linux; AS/400 and NT platforms; Novell GroupWise; IBM PC and compatibles; Lotus Notes; Lotus 1-2-3; Extol/JD Edwards  

  • ID#: 134089
  • Location: Clifton, NJ , 07012

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