Customer Service Sales

Customer Support Manager

[pic] Profile [pic]

Client-driven and versatile professional, with progressive experience in

human resource management and track record of success in delivering prompt,

courteous, and professional customer service. Demonstrate expertise in

applying outstanding diplomacy and organizational management principles to

consistently produce a one-of-a-kind, win-win results both for the company

and employees. Fast learner, highly analytical, and expert in finding

better ways to improve processes and programs to achieve delivery of

outstanding results. Particularly strong presentation, negotiation, cold

calling and communication skills; expert in establishing drive and

enthusiasm toward achievement of organizational goals. Fully committed to

explore new opportunities within professional and personal excellence.

[pic] Areas of Expertise [pic]

. Sales/Support

. Business Administration

. Account Management

. Customer Relations

. Sales Strategies

. Personnel Administration

[pic] Related Experience [pic]

Genzyme Genetics ( Westborough, MA

Group Leader, Sales Support/Customer Support Services 2006-Present

Administer outbound calls to clients with more than 60 days past due

invoices as well as 200 monthly inbound calls and emails to assist clients

in billing, pricing concerns and new product/testing information. Provide

support in preparing price quotations, coordinating with clients, and

resolving client issues. Render assistance to 80 sales representative and

10 regional directors. Engage in conference calls with clients, sales

representatives, and regional directors. Direct and train the members of

the team. Handle sensitive clients to propose efficient resolutions to

their billing issues. Closely monitor service and client accounts. Handled

billing and pricing issues for over 100 sensitive clients. Managed lead

qualified opportunities to sales representatives to increase business for

reproductive and oncology testing.

Cash Application Specialist 2005-2006

Rendered exceptional customer service through assisting client in billing

and posting invoices. Administer month-end close procedures and daily cash

spreadsheets. Maintained comprehensive documentation of all payments, such

as lock-box and credit card; denials into the billing system; daily cash

batch and adjustment file(s); and adjustment refunds and cash transfers.

Information Coordinator 2004-2005

Accounted in resolving billing questions and disputes, handling client

calls, and encoding data. Established and cultivated strong professional

relationships with client to ensure prompt payment of outstanding charges.

Answered clients' calls within appropriate timeframe. Supported Wisdom Net

Project to ensure the implementation of proper training procedures and

efficient coaching for new associates inside the department. Administer

outbound calls to clients for missing information such as, DX codes,

insurance and demographics.

Market Intelligence ( Milford, MA

Field Agent Representative 2002-2004

Maintained accuracy and completeness of corporate document through

assessing all paperwork for new and existing orders. Updated existing

customer accounts; implemented process flows for revisions, expedites, and

cancellations. Administered Access database for accurate report. Rendered

exceptional customer service while ensuring successful achievement of

company objectives. Cold calling to Real Estate Agents to complete real

estate evaluations for local banks within a designated timeframe.

[pic] Education/Credentials [pic]

Bachelor's Degree in Business, Becker College ( Worcester, MA (2011)

Associate's Degree in Criminal Justice, Mass Bay Community College (

Framingham, MA (2001)

Associate's Degree in Business Administration, Mass Bay Community College (

Framingham, MA (1998)

Certificate in Paralegal, Mass Bay Community College ( Framingham, MA

(2001)

[pic] Professional Development [pic]

Transitioning to Manager Effective Interviewing and Hiring Performance

Planning, Giving Feedback, and Coaching Situational Leadership Leading

Teams

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