Ann Deferme

help desk support / handling change requests, business requirements & system alterations / generating detailed process maps & business workflows / business processes improvement / project management / enforcing new user adoption / building custom reports & dashboards / control of access rights, security settings and user privelege / system training and customization / creating training manuals, quick guides, policies / reporting to management / back-end integration / testing (IT & UAT)

handling data (primary / secondary /quantitative / qualitative) about customers & contacts / directing data collection efforts (highest quality, at the lowest cost, on time) / extracting mailing populations / analyzing customer & contact data / contributing to data collection-related strategies / collaborating closely with other cross-functional departments / training colleagues on customer & contact data / testing customer & contact data

assisting credit manager / following up DSO, debt recovery procedures & re-payment plans / compiling files for solicitors / keeping records customer communications / resolving problems (copy invoices, proof of delivery, credit notes) / managing own book of debtors accounts (smaller accounts) / deciding to offer credit (smaller customers) / dealing with internal queries about payments / deciding to offer extra discounts / reporting to management on outstanding issues

checking inventory (availability requested product) / computing price & any appropriate discounts / handling & following up customer complaints / preparing invoices / updating customer information / checking customer account for credit and outstanding payments / informing customer of shipping date and any possible delays / notifying appropriate department of order and shipping date / reviewing orders for accuracy and completion / filing invoices & copies of orders

responding routine customer inquiries regarding products, services / resolving customer complaints and needs / evaluating relevant data to handle customer omplaints and inquiries / following up complaints / dispatching field service engineers (call center) / following up service contract / entering service reports in ERP system / following up invoicing / overall assistant tasks (organizing service manager's calendar, filing documents, organizing group meetings,...