Customer Service Representative
Resume:
Sharon DePlush
Hayward, Ca. **545
Direct 510-***-****
abg6wf@r.postjobfree.com
Professional Profile
Extensive experience in customer service, account managing, implementing orders and
troubleshooting. Work on various training projects, product quality improvement and
direct account services. With professional strong analytical organizational skills allows
me to effectively and independently work under extreme stress in a dynamic
environment.
Career Vision
To meet the challenges of an associate position where my professional skills can exceed
the expectations of an established organization. Utilize my extensive background and
proven experience as a Customer Service Representative along with technical support,
product documentation and to become an integral part of a successful highly skilled
team.
Personal and Professional Attributes
Responsive
Strong presentation and interpersonal skills
Demonstrate excellent communication skills /written
Goal oriented and results driven
Takes Responsibility
Motivate employees
Time-management planning skills
Prioritization and multitasking in fast past environment
Special Projects
Support cross departmental groups (R&D)
Ensure training records inspection readiness status
Help Desk Service through Johnson & Johnson
Computer Competencies and Systems
*IDX
*Mediviewer
*Medifiler
*Sunquest
*Siebel
MS Outlook, MS Office (Word, Excel, PowerPoint) and Internet Mac 1& 2 General Office,
Typing 45wpm
Education
San Mateo Community College
Major in Business Management, took several courses in Business Communications,
English, and Public Speaking
Career Track
UCSF- Medical Laboratory –San Francisco, CA
Customer Service Rep III / Call Center
1/11 - 4/1/11
Clinical Laboratories
• Proactively communicated test results served as a centralized recipient of
certain test values to physicians and nurses
• Relayed sub critical test results and included confirmation of work
completion.
• Followed-up on any discrepancies through IDX systems
• Performs testing for client Clinical Lab R&D assays
• Assisted with sample acquisition, accessioning, and handling. Receives,
sorts, and labels specimens to facilitate workflow. Documented and
followed up on unacceptable specimen issues. Verified accuracy of
information on specimens and Test Request Form’s; resolves any
discrepancies.
• Performed preventive maintenance and maintains maintenance records
for centrifuges, heat blocks, freezers, and refrigerators as needed.
• Assisted with specimen preparation and other support tasks, including
pre-analytic sample processing.
• Responsible for maintaining a high customer service standard.
• Handled incoming calls; provides information; performs data entry and
other clerical functions; faxes/sends reports
Johnson & Johnson - Milpitas, CA
11/2005 - 7/2010
Help Desk Product Specialist / Call Center
• Documented Medical complaints / non-complaints for product quality
improvement. Addressed issues regarding risk, root cause of remediation
through process of dealing with quality issues CAPA Management to
provide the ability to effectively and efficiently manage quality issues by
improving QSR/GMP/ISO compliance.
• Mediated tough customer issues to determine best course of action for
customer complaints for Medical Devices.
• Trained customers in correct glucose testing procedures on diagnostic
equipment. Offer technical support for customers, pharmacist and
institutions.
Responsible for initiating order entries and process shipping service
•
orders. Managed and control workload by updating clients’ information.
• Develop customer service policies, standards and complaints procedures
for the department.
Offered healthcare professionals with treating diabetic patients to
•
prevent health risk.
• Help desk services for customers in troubleshooting and problem solving
advice along with follow ups for glucose meters.
Wells Fargo Bank- Concord, CA
6/2004 -11/2005
Technical Support / Call Center
• Reset passwords fraud alert detection with various computer software.
• Created new bank account numbers.
• Documented reports for online service improvement.
• Knowledge of Networks in depth technical knowledge of PC .
• Environment knowledge of specified hardware, operating systems and
applications.
• Through use of combination of skills, training, experience, tools
troubleshoot customer issues and work toward timely resolution. If the
ability to resolve the issue lay with other departments internal and
external of Wells Fargo
AT&T/ SBC – Pleasanton, CA
2/1989- 6/2004
Customer Service Representative
(Dedicated Support Specialist)
• Provided Tier I support for Frame Relay, ATM, Point to Point, Business
class (DSL 32+IP’s), and Domain Name Services for our Dedicated Global
Accounts
• Provided superior customer service and support to an assigned based of
global account
• Experience in presenting /discussing to top management team how to
locate key accounts within the organization.
• Improved service delivery and provide strategic, responsive and reliable
service to customers.
• Worked tandem with sales and operations team.
• Engaged in strengthening clients relationship
• Demonstrated leadership, strong sense of urgency at all times on key
immediate impacts to the business that need solutions, resolution, or
communication with team leads and other division.
• Reached agreement on business plan by closely managing and
implementing orders to increase sales, revenues, and improve profitability
• Provided training courses to employees
• Worked with Client Services team members and multiple internal cross-
functional area to identify growth opportunities and process
improvements
• Proactively monitored Dedicated Access Products with Account Teams
regarding T1’s and inform customers f service e disruptions
• Supported Project Management teams
References
Robert Ferguson
Director, Visa Inc.
Castle Rawls
Supervisor, Johnson & Johnson
Shirley Lintz
Manager, Johnson & Johnson
Contact this candidate