Marlo Ricotta
Buffalo, NY 14304
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Work experience
ASM Research Federal Employee
Customer Support Specialist

Supports customer to submit and process origination and disbursement transactions or creates and
submits on behalf of customer.
* Assists customer with award origination and disbursement processing and identifying and resolving
processing issues.
* Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in
resolving batch edits and errors, missing documents and signature pages, fixing data.
* Provides monitoring support and outreach for batch processing issues and errors, edit code rejects,
issue follow up and resolution as requested.
* Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat
communication with a customer. Each phone communication will require a manual process to link the
call to the open case. All cases shall be logged in a web-based agent desktop application.
* Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
* Performs analysis of COD borrower data integrity situations identified by Customer.
* Provides support to Customer to research and confirm COD processing status of data such as
promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient,
borrower-servicer information, etc.
* Support Services shall be executed in compliance with processing and program guidelines published
by Customer.


ASM Research Federal Employee
Customer Support Specialist

Supports customer to submit and process origination and disbursement transactions or creates and
submits on behalf of customer.

* Assists customer with award origination and disbursement processing and identifying and resolving
processing issues.

* Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in
resolving batch edits and errors, missing documents and signature pages, fixing data.

* Provides monitoring support and outreach for batch processing issues and errors, edit code rejects,
issue follow up and resolution as requested.

* Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat
communication with a customer. Each phone communication will require a manual process to link the
call to the open case. All cases shall be logged in a web-based agent desktop application.

* Performs manual linking and unlinking of award records and promissory/agreement to serve notes.

* Performs analysis of COD borrower data integrity situations identified by Customer.

* Provides support to Customer to research and confirm COD processing status of data such as promissory
notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer
information, etc.

* Support Services shall be executed in compliance with processing and program guidelines published
by Customer.

ASM Research Federal Employee
Customer Support Specialist

Supports customer to submit and process origination and disbursement transactions or creates and
submits on behalf of customer.

* Assists customer with award origination and disbursement processing and identifying and resolving
processing issues.

* Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in
resolving batch edits and errors, missing documents and signature pages, fixing data.

* Provides monitoring support and outreach for batch processing issues and errors, edit code rejects,
issue follow up and resolution as requested.

* Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat
communication with a customer. Each phone communication will require a manual process to link the
call to the open case. All cases shall be logged in a web-based agent desktop application.

* Performs manual linking and unlinking of award records and promissory/agreement to serve notes.

* Performs analysis of COD borrower data integrity situations identified by Customer.

* Provides support to Customer to research and confirm COD processing status of data such as promissory
notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer
information, etc.

* Support Services shall be executed in compliance with processing and program guidelines published
by Customer.

Customer Support Specialist

Supports customer to submit and process origination and disbursement
transactions or creates and
submits on behalf of customer.

* Assists customer with award origination and disbursement processing and
identifying and resolving
processing issues.

* Supports inbound calling, outbound calling, email, web chat and outreach to
customer to assist in
resolving batch edits and errors, missing documents and signature pages, fixing
data.

* Provides monitoring support and outreach for batch processing issues and
errors, edit code rejects,
issue follow up and resolution as requested.

* Logs cases, or updates an existing case as applicable, to record each phone,
email, or web chat
communication with a customer. Each phone communication will require a
manual process to link the
call to the open case. All cases shall be logged in a web-based agent desktop
application.

* Performs manual linking and unlinking of award records and
promissory/agreement to serve notes.

* Performs analysis of COD borrower data integrity situations identified by
Customer.

* Provides support to Customer to research and confirm COD processing status
of data such as promissory
notes, batch status, entrance counseling, exit counseling, borrower, grant
recipient, borrower-servicer
information, etc.

* Support Services shall be executed in compliance with processing and program
guidelines published
by Customer.

Seneca Niagara Casino
Supervisor

Plan and prepare employee work schedules.
Coordinate activities with other departments to ensure that services are provided in an efficient and
timely manner.
Inspect work performed to ensure that it meets specifications and established standards.
Confer with staff to resolve performance and personnel problems, and to discuss company policies.
Establish and implement operational standards and procedures for the departments supervised

Seneca Niagara Casino
Supervisor

Plan and prepare employee work schedules.
Coordinate activities with other departments to ensure that services are provided in an efficient and
timely manner.
Inspect work performed to ensure that it meets specifications and established standards.
Confer with staff to resolve performance and personnel problems, and to discuss company policies.
Establish and implement operational standards and procedures for the departments supervised

Seneca Niagara Casino
Supervisor

Plan and prepare employee work schedules.
Coordinate activities with other departments to ensure that services are provided in an efficient and
timely manner.
Inspect work performed to ensure that it meets specifications and established standards.
Confer with staff to resolve performance and personnel problems, and to discuss company policies.
Establish and implement operational standards and procedures for the departments supervised

Sonwil Distribution
Logistics Supervisor

Assisted, maintained staff in distribution office. Handled scheduling. Liaison between distributors and
manufacturers. Invoices shipping and receiving.

Sonwil Distribution
Logistics Supervisor

Assisted, maintained staff in distribution office. Handled scheduling. Liaison between distributors and
manufacturers. Invoices shipping and receiving.

Sonwil Distribution
Logistics Supervisor

Assisted, maintained staff in distribution office. Handled scheduling. Liaison between distributors and
manufacturers. Invoices shipping and receiving.

Logistics Supervisor

Assisted, maintained staff in distribution office. Handled scheduling. Liaison
between distributors and
manufacturers. Invoices shipping and receiving.

Sonwil Distribution
Logistics Supervisor

Assisted, maintained staff in distribution office. Handled scheduling. Liaison
between distributors and
manufacturers. Invoices shipping and receiving.

Education
Niagara County Community College
Business

Erie County Community College
Associates, Marketing/ Business
Skills
  • Microsoft Office
  • PowerPoint
  • Complex Problem Solver
  • Process Changes