1. Melissa Dell’Anno
melissadellanno@gmail.com 6 DICKERSON CLOSE, GAMLINGAY, CAMBRIDGESHIRE, SG19 3DE
H: 01767 654899 / M: 07948 555429
SUMMARY:
 Customer Service professional with 8 years’ experience in Field Service Coordination and Warranty Coordination. Hard-working, reliable
team-player,withtheability to workindependentlyand prioritiseheavy workloads.
_____________________________________________________________________________________
SKILLS:
 Excel, Word,PowerPoint,Outlook,Access, LotusNotes, SAP, touch-typing
_____________________________________________________________________________________
WORKHISTORY:
ABB LIMITED
UK Drives Warranty Field Service Coordinator, June 2012 - December 2016
 Responsiblefor handlingall UKWarrantyclaimsfrominitialcontact throughtocompletion,ensuringthecustomer isfullysupportedthroughout
the process.
 Raise jobs in SAP in accordancewith theappropriateprocess,maintaining full recordsat all times.
 Coordinate engineers (internal and contractors) ensuring deadlines are met and that skills, customer location and engineer location are
consideredto minimise travel andoptimise utilisation across multiple and sometimesconflicting priorities.
 Allocate and ship applicable SparesSuitcases to site, or order partsdirectly to site.
 Raise ordersonin-housesystem for partsandreplacementdrives.
 Arrangeinternationalreturnofall faulty partsto thefactories within theset deadlines.
 CompleteInfopathreportsfor all orders.
 Raise invoices in accordancewith factoryguidelines.
 Createcost calculations and invoices tocustomers for rejectedwarrantycases.
 Discuss unresolvedcustomer complaints with designateddepartmentsfor further support.
 Implementandmaintaining databases todevelop efficient warrantyreturns,invoicing andreporting.
 Responsible for liaising with factorieson a regular basis toensuresmooth handlingof warrantycases.
 Implementedpreparationofmonthlyreportsfor Business Managersbased ondetailed analysis of all warrantyclaims.
 Trainnewemployees onwarrantyprocesses,in-house systems andSAP.
 Deputisefor TeamLeader whennecessary.
 Directvarious incoming calls to appropriateindividuals anddepartments.
ABB LIMITED
Field Service Coordinator, June 2011 - June 2012
 Responsible for arranging FieldService site visits in thesouth ofthe UK.
 Raised Service Orders,PurchaseRequisitions andPurchase ordersin SAP.
 Coordinated engineers and Spares Suitcases on site visits, often to very tight deadlines for Contract customers with dedicated response
times.
 Ensuredreceipt ofengineers'Field Service Reportsandup-loadedtheseinto the in-housedatabase.
 Createdcostcalculations and raisedinvoices to customers.
 Coordinatedoverseasandoffshoresitevisits asnecessary, including making appropriatearrangementsfor shippingofequipmentandspare
parts.
ABBLIMITED
UK Drives Warranty Field Service Coordinator, June 2008 - June 2011
 Duties as describedabove.
 Arrangingtraveland accommodationas requiredfor variousengineersand staff.

2. ABBLIMITED
Administration Assistant and Field Service Coordinator, April 2007 - June 2008
 MeasurementProductsFieldService Coordination.
 ContractsAdministration.
 WarrantyAdministration.
Full-timeMother
June 1999 - April 2007
 Timetaken outof paid workto raisefamily.
 VoluntaryTreasurer for WrestlingworthPre-School
SCOTTISHLIONINSURANCELIMITED
Reinsurance Claims Administrator, September 1994 - June 1997
 Reviewingnew case files to determinevalidity ofreinsuranceclaims, andapprovedor declined based onTerms& Conditions.
 Meetingwith Lloyd’s reinsurancebrokerstodiscuss ongoingclaims andapprovepayments.
 Updatingin-housedatabasewith accuratefigures.
 Trainingother staff membersonhandlingof claims anddata input.
SCOTTISHLIONINSURANCELIMITED
Secretary to the Underwriting Managers, September 1992 - June 1994
 Secretarialduties for the two UnderwritingManagers.
 Filteringof all telephone calls and post.
 Managingdiaries.
 Travelarrangementsincludingoversea conferenceswithscheduling ofmultiple meetings.
 Lunchtimecover on Reception.
 Takingminutes at meetingsand typing reports,lettersetc.
 Generalphotocopying, stationeryordersandother office duties.
VARIOUSTEMPORARYPOSTIONS
January 1991 - September 1992
_____________________________________________________________________________________
EDUCATION:
 Pitman’s SecretarialCollege - ManagementandSecretarialcourse, September 1990-December1990
 University of Exeter,1986-1990- BMusHistory of Music
 CheltenhamLadies’ College1979-1986
A LEVELS:English LiteratureandLanguage,Historyof Music, Practical Music
O LEVELS: 9Grade A-Cincluding English, Maths, French
_____________________________________________________________________________________
ACCOMPLISHMENTS:
 Achieved targetsfor promotionto Senior Coordinator. Short-listedfor TeamLeader,deputisingfor whennecessary.
 PresentationofPowerPointreportswhichweresuccessfully usedfor increasing revenuesfromother businessunits, reducingshipping costs,
andidentifying trendsin productfailure.
 Completionof various in-house,online Integrity,Security Awareness,HealthandSafety andAnti-Briberytraining courses.
_____________________________________________________________________________________
PERSONAL:
Keenamateur Classical musician, currentlysinging FirstSopranowithfour choirs including Ely CathedralOctagonSingers.
_____________________________________________________________________________________
Full, clean UKDriving License
Referencesavailable uponrequest.