Robert Selinger Email & Phone Number

Billerica, Ma 01862

Life Sciences and Clinical Division:• Established professional relationship with customers and provided competent and fast support.• Cooperated closely with colleagues in the Customer Support Center and other departments. • Prepared quotes for billable services, parts, consumables for external and internal customers.• Prepared shipping documents for parts and consumables.• Processed internal shipment of parts required by field service engineers.• Monitored and updated customer support call, PO and back order status.• Created and maintained instrument files in Infor ERP system.

Ashland, Ma

Special Project Management---------------------------------------> Gained reputation for quality client service; appointed to lead several special projects including data migrations and backlog optimization.> Designed and implemented order board for client that enabled effective management of all tracking activities.> Interacted daily with client, outside repair vendor, and receiving warehouses to ensure smooth operations and efficient outbound shipments.> Advanced a client's corporate acquisition by managing data migration from acquired company's legacy systems to client's enterprise resource planner system. Worked with client to develop best practices that minimized fallout of migration and rectify problematic data, preventing delays in shipment to end users.> Appointed to help implement 3 new outsourcing programs.Training-----------> Facilitated new implementations and process changes for division by creating invaluable manuals and multimedia visual aids.> Conducted training sessions to reinforce staff capability and performance.> Educated CSRs at various learning levels and new program managers on seamless dispatch of critical telecommunications materials to meet end users' contract SLAs, ensuring program was profitable for both company and client.> Improved talent management and development by establishing CSR quality of service review procedures used by program managers to gauge staff performance.> Co-created individual development plans and assisted retraining measures when evaluations revealed areas for improvement.

Marlbororough, Ma

• Prepared quotes for Sun Microsystems storage devices and other electronic computing products and services to authorized resellers.• Reinforced revenue by helping reseller sales agents find proper ECS configurations and make strategic product upsell suggestions.• Received and reviewed customer POs to ensure utmost accuracy and configuration compliance.• Entered and managed sales orders to provide timely responses to inquiries and escalations.

Westford, Ma

• Expertly managed second-level customer escalations via team-oriented communication with both internal and external repair plant and warehousing staff.• Monitored inbound material receipts and worked closely with warehouse order fulfillment team to expedite allocation of critical orders.• Conducted daily conference call with Nortel to provide status of escalation requests, and highlight fulfillment triumphs and challenges.• Worked closely with customer service manager to pinpoint areas potentially hindering service levels.

Billerica, Ma

• Created and monitored all sales order activity for both new installations and service delivery contracts of optical network equipment.• Negotiated fulfillment dates with Canadian operations team on critical orders, as prioritized by service delivery managers and installation manager.• Reduced manual processing and raised productivity by helping IT system analyst and finance develop, implement, and test system automations.• Developed training documentation used for transition of call center work to third-party providers