Rosa Cintron
Resolutions Specialist/Tax Analyst · Luxottica of America, Inc.
Daytona Beach, FL
Work Experience
Resolutions Specialist/Tax Analyst
Luxottica of America, Inc.2021 – Present
• Manage Tax and Customer Service inquiries via email system Moxie and ensure a minimum of 70 emails were replied to within 24hrs per day. • Investigate missing packages, submit claims to couriers for lost and/or damaged shipments, and issue credit to accounts where due. • Reach out to accounts via telephonic communication to gather details regarding any issues with orders delayed/verify if orders have been received. • Assist in mentoring customer service representatives on how to properly submit service requests in CRM • Correspond via MS Teams with colleagues to ensure any and all issues at hand are resolved within 24hrs • Review Tax Exemption Certificates for accounts who wish to be exempt from tax when making purchases • Ensure the Tax documentation is valid and utilize CertCapture to enter the exemption status into the system • Run multiple reports to release orders stuck in our systems from our B2B website • Run tax credit reports and provide them to Tax Compliance weekly to ensure Tax Exempt accounts that incurred erroneous taxes are credited accordingly
Rx Sales Coordinator/Rx Specialist
LUXOTTICA OF AMERICA, INC.2020 – 2021
• Provide telephonic B2B support to Eye Care Professionals and Sales Reps with inquiries regarding Costa, Oakley, RayBan and other designer brands and services utilizing Genesys Interaction Desktop, SAP and CRM systems. • Consistently exceed revenue goals for prescription sun and optical eyewear via SAP, SalesForce and Microsoft Great Plains • Troubleshoot and research shipping errors and delays and submit service requests for lost shipments to the appropriate team. • Ensure accuracy and security of prescription data and account details when entering systemic orders • Correspond with Optometrist, Lab Technicians and Colleagues via Skype, MS Outlook, MS Teams and in person to ensure prompt and accurate communication • Responsible for reviewing and approving warranty requests for Sales Reps and Eye Care Professional accounts and issuing return authorizations when applicable.
Rx Sales Coordinator
Costa Sunglasses (Luxottica)2019 – 2020
Responsible for assisting eye care professionals with inquiries regarding products and services while generating revenue with prescription eyewear. Dedicated to ensuring accuracy and security of prescription data and account details when creating orders. Correspond with lab technicians and colleagues to ensure prompt communication as needed. Responsible for reviewing and approving warranty requests and issuing return authorizations to provide credit to accounts while maintaining confidential records to ensure the privacy of patients.
Consumer Care Coordinator
Costa del Mar Sunglasses2018 – 2019
Promptly and accurately assisted with inquiries regarding product repairs and warranty claims with integrity and empathy while providing consumers with a custom experience specific to their direct needs and requests. Responsible for ensuring accurate consumer communication via telecom and email platforms. Tactfully handle confrontational interactions with the ability to ease tense situations while finding resolution. Followed processes in place with close attention to detail to ensure accurate communication. Processed orders, forms, applications, and requests while maintaining record of consumer interactions, transactions, comments and complaints. Coordinated thorough communication with colleagues as needed. Assisted in training new-hires on different system platforms implemented for job duties and provided real time samples of consumer calls to provide the trainees with accurate communication flow. Maintained records of suggestions and escalations to implement changes within current process flaws.
Web Sales Coordinator
Costa del Mar Sunglasses2018 – 2019
Attended regular training to ensure product knowledge and processes were always current. Responsible for placing internal consumer orders via telecommunication as well as providing extensive knowledge on all products including eyewear and apparel. Responsible for advising customers on processes and created resolution for damaged, defective, or lost orders and shipments. Consistently exceeded sales revenue dependent on business needs and goals while accurately processing electronic payments on a secure system.
Education
Bachelors Business Administration - In Progress
Keiser University2012
Bachelors Business Administration - In Progress
