Order Management Analyst Resume Example Charter Communications

ORDER MANAGEMENT ANALYST

Professional Summary

To obtain a challenging position where I will utilize exceptional organizational, project management and customer service skills to contribute to organizational goals and to be presented with career development opportunities.

Skills

Operating Systems:

Windows 8, Windows 7/Vista/XP, Windows 2k, and Windows 98

Software:

Salesforce, Microsoft Office 2013/2010/07/03/XP, Microsoft Publisher

Communication:

Award-winning customer service skills. Deal with internal and external customers at all levels via telephone and email giving detailed, personalized, and polite service to ensure customer retention

Work History

05/2016 to Current

Order Management Analyst Charter Communications – Herndon, VA

Conduct weekly meetings with certain customers/divisions/sales reps to resolve any issues, creating and managing action items to ensure problem resolution.
Completion of all tasks and projects within stated time-frames.
Proactively manage order process to ensure order fulfillment by generating reports, analyzing information, obtaining proper updates from necessary party, communicating with necessary party and ensuring information is updated in system appropriately.
Effectively completed complex orders through order life cycle process using Salesforce Dashboards
Provide Customer Support for a subset of Mid-Market Customers to include acting as the interface between the Regions, Spectrum Enterprise Customers and Mid-Market Sales Managers.
Coordinate information flow between Mid-Market Sales, project management and customers.
Participate in conference calls with Mid-Market Project Management, Sales Reps and customers to communicate process and procedures and capture customer needs ensuring process and procedures are designed to fit the customer needs.
Analyze reports to proactively identify outstanding orders and take action to fulfill.
Responsible for the communication of Enterprise Sales methods and procedures to Spectrum customers to ensure compliance.
Partnered successfully with Sales Support, Sales People, Project Management, Order Fulfillment and customers to complete complex orders in a timely manner.

05/2015 to 05/2016

Order Entry Coordinator Time Warner Cable – Herndon, VA

Accurate complex data entry skills with the ability to adhere to and follow standard outlined processes.
Completion of all tasks and projects within stated timeframes.
Identify and resolve issues in order process through vigilant monitoring of the various queues and order states.
Manage and escalate orders as required to meet customer commitments.
Daily management of individual Salesforce.com high volume queues that represent various states of readiness in order lifecycle, within a timely manner.
Analyze order information, obtain proper updates from necessary parties, and communicate with necessary parties to ensure order detail and documentation is updated and entered in system appropriately.
Troubleshooting unforeseen and varying situations to determine and engage the appropriate resources to meet customer commitments.
Compose correspondence using excellent written communication skills.
Communicate both written and orally with multiple departments including Sales, Sales Engineering, Regional, National Sales Order Managers and Agent partners.
Review, process and proactively follow up to ensure required information and paperwork is received various type of orders including High Speed Data, Video Services and Complex Phone Orders.
Analyze CSR, Carrier Phone Bills and Customer Service Agreement to ensure information is accurate and updated in system appropriately to facilitate timely order fulfillment.
Provide communication to internal and external customers regarding the status of the orders when appropriate.
Analyze and perform root cause analysis of the daily invalid and rejected orders to address and resolve issues.
Serve as point of contact for escalations.

07/2005 to 09/2008

Customer Administration Del Laboratories – Uniondale, NY

Daily management reporting, including order status and updates, daily, monthly, quarterly sales activity, and inventory.
Conducted daily reports using Microsoft Excel and utilizing spreadsheets and pivot tables required by management.
Invoiced clients and followed through to make sure payment was received.
Prepared product or service reports by collecting and analyzing customer information.
Assisted management with Power Point Presentations.
EDI- Order processing.Customer relations including shipment inquiries, refusals and returns.
Interacted with potential customers by answering product and service questions, suggesting information about other products and services.
Opened customer accounts by recording account information.
Maintained customer records by updating account information.
Resolved product or service problems by clarifying the customers complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expediting correction or adjustment, follow up to ensure resolution.
Maintained financial accounts by processing customer adjustments.
Recommended potential products or services to management by collecting customer information and analyzing customer needs.

01/1999 to 09/2004

Client Associate JP Morgan Chase Co

Conduct Daily monetary transactions in excess of $100,000.
Organize and prepare daily transactions profile for branch management.
Courteously assist over 100 customers per day in high pressure and fast-paced environment.
Research account information.
Balance daily work.
Assist customers with financial planning.
Aid in training new client associates and motivate staff to its fullest potential.
Communicate with all levels of management to ensure organizational goals are attained.
Proactive approach has resulted in capturing numerous accounts and expanding client base.
Promote sales events for projects to further support clientele growth.
Counsel corporate clients and high net-worth individuals with regard to their borrowing needs.

Education

2001

Bachelor of Business Administration: Computer Information Systems
Baruch College - New York, NY

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Order Management Analyst Resume Example

Resume Score: 70%