Customer Service Manager

Derek Roseboro ********@*******.***

**** ********** *****, ********, ** 23237 804-***-****

Award Winning Client Relations Stock Room Supervisor Professional

Qualification Summary:

An award winning client relations training Stock Room Supervisor professional. Supervise staff. Provide front line

supervision. Coordinate the work activities of all warehouse personnel. Evaluate employees work performance.

Schedules or adjusts work procedures to meet department project schedules. Maintains inventory records by adding or

deleting items as they are issued or received; verifies, updates, and reconciles inventory information using a

computerized record system; performs physical inventory of warehouse and supply yard and reconciles records;

Create, maintain, and update inventory levels using safety stock and re-order points. Accommodate various needs for

both assembly demands as well as manufacturing needs. Maintain and dispose of obsolete inventory. Verifies quantity

and quality of order; tags supplies and stocks shelves; may deliver parts or supplies to work areas. Schedule periodic

cycle counts on site as well as at customer sites when needed. Reconcile and log cycle count records. Interacts with

production and sales personnel to resolve manufacturing and assembly issues and to provide technical assistance as

related to inventory. Confer with department heads to coordinate warehouse activities, such as production, sales,

record control, and purchasing. Assist stockroom manager with department budget.

* Quality management *Information Systems Integration *Culture Change/ Integration*Expertise in planning

*Marketing *Cost analysis *Expense control *Staffing *Training

Professional Experience:

Pfizer Inc., Richmond, VA 10/2007-12/2008-11/2010-05/2011

Product Information Specialist:

• Qualified in Pfizer Company Policy.

• Ensured customer inquiries via phone or email are responded to within a timely manner using medical terms.

• Handled daily issues for our external customers, sales and the DC operation team accurately and expeditiously. •

Qualified in CPT& ICD-9 coding and data entry.

• Expedited customer issues by investigating problems when using medical terminology and finding solutions.

• Advised customer expectations by Handling customer calls, request and complaints professionally.

• Assisted our customers with orders including emergency order requests, credit research, system issues, inventory

inquiries and delivery issues.

• Utilized our systems to accurately document and research customer issues.

• Reported monthly to Help Desk Manager on number of calls and resolutions, testing, and data loads.

• Completed knowledge of printing, duplicating, and related terminology and traditional printing and duplicating

methods in order to insure product quality.

Alan Industries, Midlothian, Virginia 02/2007-03/2010

Custodian Supervisor:

• Assigned and inspected the work of employees performing cleaning and servicing duties.

• Trained new employees to perform their duties and followed their quality and productivity.

• Maintained inventory, supplies, equipment and removed worn out or damaged equipment.

• Reported maintenance repairs.

• Directed custodians when requested for special jobs to perform and complete the work of a custodian.

• Maintained records and reports.

Vangent, Chester, VA 09/2005-04/2007

Customer Service Representative:

• Qualified in Montgomery GI Bill and Prescription Drug Program.

• Qualified in Veterans Administration Benefits and Blue Cross BlueShield RX and Health plan.

pg.1

Derek Roseboro ********@*******.***

8903 Playground Drive, Richmond, VA 23237 804-***-****

• Consistently provided members with exceptional customer service.

• Assisted internal and external customers via incoming telephone calls.

• Investigated and resolve member inquiries through correspondence and computer research.

• Advised customers regarding policy and benefit information for multiple health plans.

• Conveyed a team effort to exceed service, production and quality goals.

• Identified errors and implement solutions with team members and leaders.

• learned and exceed daily, weekly and monthly performance goals.

• Coordinated internal activities necessary to research and resolve inquiries and provide accounts with service solution

in assisting the VA and CMS for further implementation process.

Out-Sourcing Solution Incorporation, Ashland, VA 04/2005-09/2005

Account Representative:

• Qualified in Out-Sourcing Solution Incorporation Program.

• Qualified in Debt Collection Agency.

• Conveyed delinquent borrowers verbally and in writing to collect loans according to standardized procedures.

• Processed general clerical duties.

• Maintained a complex record and filing system of credit card loans and/or advance accounts.

• Assisted in making credit card payments to 3rd party collection agency.

• Conveyed credit card holder exit interviews to discuss repayment obligations.

• Balanced and reconciles various control accounts involved with the accounts payable record keeping system.

• Determined and reconciles credit card information after aid awards are made.

• Maintained and reconciles cash fund balances.

• Prepared detailed reports for management control and reporting of credit card funds.

• Operated all office equipment.

Capital One, Richmond, VA 08/2004-04/2005

Financial Investor:

•Responded to customer requests, inquiries and problems in person and on telephone, assisting with resolutions.

• Reviews requests and issues permits, certificates and drafts to customers; makes requested changes on existing

documents.

• Manages customer data records by adding new records, maintaining and revising current records, and archiving and

deleting obsolete records within department computer system as directed.

• Takes in and reconciles cash, checks and charges receipts.

• Monitors delinquent customer accounts and takes prescribed action.

• Screens and registers clients, and monitors caseload activity on a monthly basis.

• Forwards customer feedback to supervisor.

• If assigned to Customer Care Call Center in Finance/Assessor’s, respond to customer’s incoming telephone calls.

• Generates reports on a routine and recurring basis.

Bank of America, Richmond, VA 11/2000 -05/2003

Mortgage Default Specialist 2:

• Responsible for the protection of the mortgage servicing portfolio by adhering to Government Regulations and

Investor Requirements.

• Customer responsiveness, handling all required call volumes and maintaining delinquency rates within industry

standards.

•Accurately reflecting the bankruptcy status on the servicing system, to ensure the borrower adheres to the bankruptcy

plan and referring to attorney for action when plan fails.

pg.2

Derek Roseboro ********@*******.***

8903 Playground Drive, Richmond, VA 23237 804-***-****

•Accountable for the timely foreclosure of accounts to comply with Investor requirements to include claim filing.

• Mitigating losses by determining the best options in foreclosure avoidance.

• Dependable for moderate to complex default activities including the collection of past due loans and handling of

foreclosure or bankruptcy related business transactions.

Philip Morris, Richmond, VA 08/2002-10/2002

FMLA Representative:

• Composed with, and advises Team Members on eligibility, provisions, and other matters related to benefits.

• Assisted with coordinating administration of benefit programs with insurance representatives.

• Worked with insurance representatives to resolve issues and problems.

• Reviewed invoices for payment to insurance carriers.

• Maintained documentation on Team Members’ leaves of absence in order to comply with the Family Medical Leave

Act.

• Observed notification processes of Team Members for Leave of Absence.

• Maintained Team Members’ medical files.

• Processed notices to Team Members regarding changes and deadlines for all benefit- related programs.

• Worked with Directors and Managers to ensure benefit information is communicated to Team Members.

• Positioned as a key member of the Wellness Committee.

• Planned and promotes Annual Team Member Health Fairs, Flu Shot Clinics, Open Enrollment, and other benefit

program events.

• Staffed other duties as directed.

Bank of America, Richmond, VA 12/2001-03/2002

Post-Closing Reviewer:

• Qualified in Microsoft Excel, Word, and an understanding of computer-based loan systems.

• Illustrated excellent verbal, written and telephone communication skills.

• Comprehension and interpretation of written and verbal instructions.

• Demonstrated ability to work independently.

• Showed prolonged periods of sitting and moving/lifting of heavy boxes.

• Conveyed organizational skills, and ability to work under pressure and is Detailed oriented.

• Experienced in documenting and loan applications processing.

Sodexho Marriott, Petersburg, VA 07/2000- 05/2001

Lead Stock Manager:

• Receive, store, and issues equipment, material, supplies, merchandise, tools, etc., and compiles stock records of

items in stockroom, warehouse or storage yard/area.

• Counts, sorts, or weighs incoming articles to verify receipt of items on requisition or invoice.

• Stores articles in bins, on the floor or on shelves, according to identifying information, such as style, size or type of

material.

• Fills orders or issues supplies from stock.

• Prepares periodic, special or perpetual inventory of stock.

• Requisitions articles to fill incoming orders.

• Compiles records on use of stock handling equipment, adjustments of inventory counts and stock records, spoilage of

or damaged stock, location changes, and refusal of shipments.

• Determine methods of storage, identification and stock location, considering temperature, humidity, height and

weight limits, turnover, floor loading capacities, and required space.

• Distribute stock among production workers, keeping records of material issued.

pg.3

Derek Roseboro ********@*******.***

8903 Playground Drive, Richmond, VA 23237 804-***-****

Education:

BS, Business Management, at Virginia State University, Petersburg, VA

Computer Skills:

Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, and Publisher), Corel Word Perfect; 10 Key; Visio 2010

pg.2

Contact this candidate