Customer Service Sales

Annette McKethan

*** ******** ***** ******, ***** Carolina 27703 910-***-**** *********@**.**.***

Objective _______________________________________________________________________________

Expert in customer care/communications, problem solving, relationship building and user training. Proficiency in

utilizing office equipment. SAP qualified. Reliable worker with the ability to quickly learn new concepts and skills.

MS Office “power user” with additional proficiencies in assorted databases. Backed by a solid work history,

reputation as a team player and passion for helping others.

Skills Summary _________________________________________________________________________

1. Report Preparation 4. Customer Order

2. General Office Skills Fulfillment

3. Call Center Operations 5. SAP Qualified

Professional Experience __________________________________________________________________

Customer Account Administrator, 2009 present

bioMerieux, Inc. – Durham, North Carolina

Process internal/external customer orders received via telephone, fax, mail and EDI; the orders will be

variety of routine and standing order requests.

Create and maintain Customer Master Database for new & existing customers. Work with the Customer,

Sales, Field Service, Contracts and the Credit Department to maintain a comprehensive customer master

database.

Perform product allocations and release back orders as directed by Logistics and Marketing.

Process customer returns as directed by sales, customer service, distribution, quality control or

management.

Process, track and evaluate Credits and Debits to ensure highest level of quality and accuracy.

Analyze customer pricing discrepancies with Contract Services, as required to ensure accuracy and avoid

credit memos.

Clinical Services Assistant II, 2009 2009

ValueOptions – Morrisville, North Carolina

Completes follow up for EAP cases as required by contract and documents this follow up in Care Connect.

Reviews reports to identify cases needing attention to meet performance guarantees.

Prepares and logs CAF(s) and invoices to track case activities and to assure accurate payment to onsite

providers.

Researches community resources and provides information to CCM(s) as needed to meet resource requests

for participants.

Makes outgoing calls to determine appointment availability for access to providers. Entering data for TPA

implementation of new accounts.

Annette McKethan

Completes productivity surveys by making outreach calls to members and recording survey responses in

Care Connect clinical record.

Assisting with the monitoring of data integrity through various reports.

Other duties as assigned.

Planner/Scheduler, 2005 2008

Pergo Inc. – Garner, North Carolina

Ability to develop plans, goals, strategies, and timelines and to maintain schedule using MRP system.

Experienced with production, materials including raw material and finish goods. Prepare documentation

for daily meetings.

Major metrics, maximize inventory turns while supporting corporate sales.

Work closely with Marketing, Commodity manager, Accounting and inventory team. Advised manufacturing

personnel in conversion operations to ensure product quality and specifications; assisted in troubleshooting efforts.

Consulted with packaging specialists and vendors to define packaging specification. Organized and

maintain weekly delivery with carriers.

Specialty Account Specialist, 2003 2005

Pergo Inc. – Garner, North Carolina

Determine type of credit issued, securing evidence involving discrepancies.

Work independently and exercise sound judgment.

Serve as liaison between Marketing and specialty distributors.

Created Standard Operation Procedure and work instructions.

Process customer return authorization, research determines type of credits to issue. Managed all customer

fulfillment and complaints. Coordinated and assist with daily truckload pick ups with contract carriers.

Provided customers with general and technical product information and special assistance outline by the

business.

Senior Customer Service Specialist, 2000 – 2003

Pergo Inc – Raleigh, North Carolina

Conducted customer research projects to determine amendments and/or new improved features and product

specification.

Strong attention to details, highly organized and computer literate.

Direct contact with customers; maintained highest possible customer service.

Processed authorized orders, tracked past due orders, review all credits and return material authorization.

Tracked order shipments through contact with freight forwarders.

Served as support and back up for data entry/account specialist.

Worked closely with regional sales and their customers to develop greater product use and customer

satisfaction.

Education ______________________________________________________________________________

Bachelors of Arts in Business Management, 2008 present

304 Sapphire Drive Durham, North Carolina 27703 910-***-**** *********@**.**.***

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Annette McKethan

Strayer University 4 Copley Parkway – Research Triangle Park, North Carolina

Associate in Business Administration, 1989 1991

Murray State University – Murray, Kentucky

Cummings High School, 1978 1981 (Diploma)

Burlington, North Carolina

United States Army, 1986 1991

Sergeant (Honorable Discharge)

304 Sapphire Drive Durham, North Carolina 27703 910-***-**** *********@**.**.***

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