Customer Service Manager

CARLA A. KRANS

**** **** **** ****** ****, Pennsylvania 16508 - Ph: 814/866-0883

PROFESSIONAL PROFILE & HIGHLIGHTS OF QUALIFICATIONS

A customer service oriented professional who successfully performs multi-tasking duties. Manages the renewal of contracts

for ten Districts of a manufacturing company that produces hospital equipment. Presently seeking a position where

experience can be utilized and further developed .

WORK HISTORY … STERIS/AMSCO, ERIE, PA 1988 – PRESENT

REGIONAL CONTRACT ADMINISTRATOR: 2004 – Present

Responsibilities

• Utilize knowledge of various types of contracts and proficiency in creating and maintaining them utilizing understanding of

legal terms and conditions of contracts and purchase orders;

• Support assigned districts by monitoring Preventive Maintenance Service Contact base and initiating the proper activities to

improve district performance.

• Responsibilities include growing, monitoring, and maintaining Preventive Maintenance Service agreement revenue while

acting as liaison between District Service Managers and STERIS customers.

• Follow up with customers each month ensuring the timely renewal of contracts with signed agreements/purchase orders.

• Track units coming off warranty and contact customer encouraging unit to be added to Preventative Maintenance Contract.

• Price and distribute new business quotes and agreement renewals. Maintain customer contact database for all accounts.

• Independently prepare, maintain, schedule invoicing, and distribute Preventive Maintenance Agreements.

• Expand contract business though solicitation of new business; sell Protective Maintenance contract renewals, and other

STERIS contract options.

• Facilitate customer inquiries for pre-order needs, order shipments, invoice requirements, and protective Maintenance

agreement changes, pricing, inspection and billing scheduling, and quote generation.

• Process all requests regarding billing issues and subsequent credits.

WORK HISTORY (CONT’D.)

STERIS/AMSCO, ERIE, PA (CONT’D.)

REGIONAL (FIELD) OFFICE SUPPORT 1997 – 2004

Responsibilities

• Main function of position included the support of field technicians including the completion and maintenance of their

paperwork (extensive detail oriented reports).

• Processed all incoming technician account assignments, vacation schedules, on-call schedules, and opened ticket reports.

• Processed trouble field tickets and resolved issues with serial number location and site configuration conflicts.

• While functioning under Regional Service Manager, maintained responsibility for credit/billing issues for South East United

States.

• Provided strong customer service.

CUSTOMER SERVICE SUPPORT 1988 – 1997

Responsibilities

• Customer Service Department received 5,000 incoming calls daily. Assisted the customers and STERIS Service Personnel.

Average incoming call per person 120/day.

• Fielded all customer inquiries including warranty information, credit status, and order status. Provided quotations and

regulating pricing.

• Researched and analyzed customer history to determine compliance with order entry procedure and policy (i.e. Cash in

Advance, Third Party Distributor/Exporter).

• Performed field dispatching and customer service software including PDSC, Metrix OpenUPTIME, AS400, and Oracle

Order

• Responsibilities included daily bookkeeping and various log entries, sales, customer assistance.

REFERENCES

District Service Manager Fred Simonelli cell: 478/731-6862 Georgia

District Service Manager Steven More cell: 813/477-8453 Florida

District Service Manager Randall Flynn cell; 205/329-1500 Mississippi

Contact this candidate