Marlene Batista Email & Phone Number

Greater New York City Area

• High touch position with onboarding responsibilities• Identifying training needs by evaluating strengths and weaknesses• Collaborate with e-learning developer to improve training offerings for various audiences and products• Ability to learn new solutions and systems• Plan, schedule and execute full solution trainings and assist during first transaction on platform via webinar or face to face• Develop customer relationships in order to foster ongoing support and consulting best practices• Investigate and resolve issues or escalate if necessary • Provide timely, efficient and pleasant follow up to user questions or issues• Assist in testing new software functionality prior to release• Demonstrate expertise in our software products as well as an understanding of customer workflows and unique configuration• Communicate with various departments for quick resolution of pending issues• Assist customers’ navigation on the platform and in the completion of transactions

• Proactive communication with customers• Manage client specific technical workflows• Manage customer relationships over the phone and through email • Document testing procedures and methodologies• Technical onboarding of clients• Report problems/errors with our system and recommend resolutions• Locating, reading and interpreting EDI/XML message files• Handle daily application trouble tickets which will include trouble shooting of messaging (EDI/XML) and system application problems and recommending resolutions.• Monitor system interfaces, messages and communications • Identify bugs and document for development fixes• Test development fixes and enhancements• Daily monitoring of case queues• Document support procedures and solutions for common application problems • Create and update documentation of procedures for new and existing issues

Proactive communicating with customersDiagnosing, troubleshooting and resolving issueInteracting and managing customer relationships over the phone and through email Assisting customers navigation on the platform and in the completion of transactionsCommunicating with various departments within GT Nexus for quick resolution of pending issuesFollowing up on outstanding cases to ensure timely resolutions to ensure high quality customer supportDaily monitoring of case queues

Supply chainMonitor system interfaces, messages and communications Handle daily application trouble tickets which will include trouble shooting of messaging (EDI/XML) and system application problems and recommending resolutions.Identify bugs and documenting for development fixesClient onboardingMaster and manage client specific technical workflowsTest development fixes and enhancementsDocument support procedures and solutions for common application problems Report problems/errors with our system and recommend resolutionsInteracting and managing customer relationships over the phone and through email Locating, reading and interpreting EDI/XML message filesAssisting customers navigation on the platform and in the completion of transactionsCommunicating with various departments for quick resolution of pending issuesCreating and updating documentation of procedures for new and existing issues

Ensured proactive communication with customers and client via telephone, e-mail, or mailManaged database recordsProcessed and negotiation of insurance claims in a timely mannerDrafted status reports on customer service issues and resolutionsProvided pricing quotes for all company available servicesHandled and resolve complex customer queries, complaintsAudited client invoices for declared value and description accuracy, confirmed approval from clients of collect shipping charges on specific shipments

Communicated and coordinated all Customs clearance and transportation arrangements for commodity/customer moves including routing, delivery, booking, and other transportation requestsProvided verbal proof to customers on all international and domestic time sensitive deliveriesResponded to incoming communications from internal and external customersResponded to inquiries regarding status of shipments in transit; follow through on trace request as necessary; provide proof of delivery as requestedCoordinated domestic deliveries including high value specials, store opening, and closings as well as currency shipmentsLiaison Sale Executive with Trade Shows, and Private Events

Master Of Business Administration - Mba, 3.94

Ba, Business Management