| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional SummaryDedicated, results-oriented customer service professional with 14+ years of experience in remote support roles seeking to leverage my strong communication, analytical skills and problem-solving abilities to enhance customer satisfaction and retention. Motivated self-starter with a proven ability to learn quickly, excel in performance and interact successfully with customers at all levels in a remote environment. SkillsRemote office management, strong analytical and organizational skills. High level of accuracy, time and project management skills. Excellent follow-up, phone manner and inter-personal skills across all departmental and management levels. Ability to work independently and as a team player. SystemsMicrosoft Office, Salesforce, MaCola, Crystal Reports, Certify, SAP, EDI (Data Masons), Office Suite UC, QuickBooks, Teams.EXPERIENCETrinity Biotech 2020 - PRESENTSenior Customer Service RepresentativeLead and manage the customer service team, providing guidance, coaching and support to ensure a high level of performance. Resolve complex customer issues. Analyze and report on key performance indicators (KPIs) to measure customer service effectiveness. Handle escalated customer complaints received via email, phone or fax. Order entry, process follow-up. Report and resolve service issues and incident reports in a timely and professional manner. Extensive communication with sales representatives, inventory planner, finance and multiple distribution centers. Manage the order hold reports, ensuring timely release of orders for shipping and the daily status reports to ensure order flow at the warehouse level. Ensure orders are booked within 24 hours and order confirmations sent to customers within same timeframe. Created on-line order document filing system to go paperless. Created a script process to communicate backorder status to customers. Update Standard Operating Procedures (SOPs) as process changes occur. Department lead for audit collaboration for bi-annual audits ensuring compliance and accuracy. Direct responsibility for the monthly processing of invoices for 100+ cost-per-reportable accounts, maintaining accuracy and detailed records for monthly invoicing.Trinity Biotech 2010 - 2020Remote Pricing and Contract AdministratorProcess pricing requests for new pricing additions, ensuring competitive rates and customer satisfaction. Administer instrument service agreements, preventing coverage lapses. Manage pricing renewals for 500+ accounts, ensuring timely updates and accuracy. Co-manage government agreements, ensuring compliance and timely renewals.Candidate's Name Page 2Trinity Biotech 2007 - 2010Customer Service and Standing Order Representative Manage standing and blanket orders, ensuring compliance with contracts and audit requirements. Assign appropriate lots and expiration dates for order duration, enhancing accuracy and efficiency. Process early releases and order changes, maintaining seamless operations. Process orders via phone, fax, and email ensuring accurate and timely processing. Prepare return material authorizations and incident reports maintaining detailed records. Manage key accounts requiring special attention, enhancing customer satisfaction and retention. Cardinal Health 2001 - 2006Customer Service Team LeadTrained and developed new employees while enhancing team productivity and skill levels. Directed activities of customer service specialists, managing over 4,000 ambulatory care accounts. Resolved complex customer issues, ensuring high satisfaction and retention rates. Addressed quality issues and dispute resolutions promptly, maintaining service excellence. Monitor, evaluate and provide feedback for CSR recorded calls. Exogen 1997 - 2001DME Reimbursement SpecialistVerify benefit eligibility for durable medical equipment. Secure insurance approvals for durable medical equipment to lower patient costs and maximize overall reimbursement dollars. Submit detailed appeals to medical directors for additional review and approval. Collaborate with in-house sales representatives and insurance company medical staff to ensure accurate and timely submission of insurance documentation. Successfully led pilot program reducing turn around time from order submission to insurance approval. ** Voted employee of the month by the sales team ** Volunteer Positions:Fur Babies Rescue Adoption and Fundraising Coordinator 2010 - 2020 Review adoption applications to ensure pet is placed in a loving and secure home. Perform personal and veterinary reference checks as well as home checks prior to and after adoption. Research and choose fundraising options that benefit both the donator and Fur Babies Rescue to make it a fun and profitable experience for all parties.References are available upon requestCommented [DD1]: |
