Customer Service Sales

Marylou George

Professional summary:

A highly motivated team player with a passion for exceptional customer service, communication,

time management, trend setting & goal seeking skills. Possesses knowledge in new account setup

for current & potential customers. Ability to work independently & work together in a team

environment with a diverse population in order to meet the company’s financial objectives.

Interacts effectively with clients, peers and management. Managed 500+ commercial healthcare

accounts and obtained Bachelor’s degree while managing family & community duties.

EXPERIENCE:

MCKESSON SPECIALTY CARE SOLUTIONS Scottsdale AZ(August 2009-September 2010)

Customer Service Representative II

*Acted as primary point of contact for neurological specialty drug with patients, providers,

payers, payer relation managers, sales force, distribution center personnel, wholesalers &

physicians via inbound calls and email correspondence. Provides technical product

information that helps to strengthen customer relationships and maintains customer confidence

in our program and high level of product knowledge.

*Processed & managed live SAP orders promptly with high customer focus. Investigate bill-

to, ship-to & tracking issues.

*Displayed high customer service levels with positive customer relationships to providers,

sales force & patients with credibility of product.

*Collaborated with New Accounts team, sales force & management in customer escalations.

Worked closely with supervisor on issues & requests to resolution.

*Daily utilization of online resources for monitoring and tracking account status of all

customer orders & issues. Ability to have several internet applications open in order to better

answer questions for customers.

*Educated prospective customers to new account process and to array of one-stop shop

services offered in program.

*Took the Lead and initiated assistance to supervisor on several side projects in order for team

to meet objectives.

*Communicated concerns and issues from patients, sales force & physicians back to

management.

*Trained new CSRs to the team.

*Complied with HIPAA regulations with policies and procedures regarding confidential

documents.

Accomplishments: Won the confidence in a Provider survey conducted by Client

on Customer Service that resulted in above-average percentages. Designated by

supervisor as point person for service recovery calls with client sensitive issues

that ended in positive resolution. Consistently scores above average QA metrics.

BALLET TUCSON SOUTHERN ARIZONA’S PROFESSIONAL BALLET Tucson, AZ

(May 2007 – present)

Fundraiser

*Vice Chair of special event for 300+ attendees. Managed volunteers at event set up.

Commute to monthly meetings in Tucson. Promoted event with Board members, artists,

gallery & business owners, Tucson Museum of Art staff and auctioneer to ensure processes

were in place for successful event.

*Chaired Solicitations committee and managed several volunteers by developing goals for

assigned territories to solicit with phone and email correspondence to collect artworks in

timely manner.

* Proactively reached out to new donors and interfacing with them to persuade to participate.

*Chaired auction committee with categorizing and pricing items according to market trends

using analysis of past and current trends in art buying market.

*Developed sales strategies. Managed volunteers with assignment of sales leads to sell tickets

by phone and email correspondence. Sold corporate tables as well as individual sales.

Accomplishments: Prospected and increased donations up to 30-50% from

previous year. Established & maintained new donor relationships outside of

normal areas which include California & Mexico.

Link: http://www.ballettucson.org/detail/special_events/urban_picnic

COPENHAGEN IMPORTS Tucson, AZ (February-April 2007)

Sales &Public Relations

*Promoted retail furnishings at Street of Dreams Home Show in Stone Canyon Golf &

Country Club.

*Represented 1 of 8 homes in furnished and accessorized luxury home by leading designers.

*Interfaced with approximately 30,000 people in largest housing event in the southwest.

Accomplishments: Promotions resulted in sales for Copenhagen and sale of 1.7

million dollar home at end of event.

UNIVERSITY OF PHOENIX ONLINE Phoenix, AZ (July 2004-January 2005)

Inside Sales/Enrollment Counselor

*Successfully managed heavy volume calls in multi tasking environment.

*Utilized multi-line phones for the purpose of recruiting and enrolling working adults in

Master’s of Education degree programs.

*Monitored online course delivery for students by navigating internet and fulfilling role as

Technical support liaison.

Accomplishments: Exceeded metrics requirement of 80 outbound calls with my

own professional goal of 100 calls.

VOLUNTEER- Elementary and Middle Schools Phoenix AZ (January 1998-May 1999)

HEALTHPARTNERS HMO Tucson, AZ (May 1995-November 1997)

Product Management Assistant & Business Services Associate

*Provided administrative and operational support for Product Management Director and 12

marketing managers.

*Produced marketing collateral materials.

*Composed correspondence, ordered office supplies, calendaring, tasking & arranging

meetings in Outlook.

*Managed 500+ commercial accounts in billing, marketing, enrollment, customer service and

collection duties to small business owners.

Accomplishments: Promoted to Business Services Associate from Marketing

assistant. Our team won company recognition by collecting 1 million dollars in

revenue with newly implemented customer service and collection procedures.

EDUCATION:

ARIZONA STATE UNIVERSITY Tempe, AZ(1999-2003)

Bachelor of Fine Arts

Dean’s Honor Roll 2 semesters

ADDITIONAL SKILLS:

Lotus Notes, Cold calling for Shearson Lehman Bros. Carlsbad, CA, processing electronic

outgoing & incoming faxes soft collections,MS Office suite, bilingual/Spanish, operation of a

variety of office machines (i.e. printers, copiers, fax machines, image shredders, scanners),

strong PC skills, invited by Corporate office to serve and give advice on Improving Customer

Service for Macy’s- Carlsbad, CA.

CLASSES:

Ford’s Life & Health Insurance Course

Micro & Macro Economics courses

Accounting for work environment

Winning Balance: Professional Development class offered by McKesson

Reimbursement course from Rio Salado Community College

Computer Information Systems (Microsoft Excel, Access & Microsoft Word)

Business Communications

Stephen Covey’s 7 Habits for Highly Effective People

REFERENCES: Personal & Professional upon request.

Contact this candidate