Customer Service Representative

QUALIFICATIONS SUMMARY

MBA graduate with more than ten years professional experience and offers a

combination of writing, leadership, and strategic thinking abilities.

Demonstrated skills and managerial strengths include:

. Proven ability to develop excellent client relationships through

outstanding customer service

. Works well in a team atmosphere

. Poised in high-pressure environments

. Reputation for energy, enthusiasm, and positive approach

. Excellent Oral and Written Communication

. Passion for contracts and contract language

. Management experience

. Experienced with creating team building activities

. Works hard in any environment to get the assigned project accomplished

PROFESSIONAL EXPERIENCE

Cerner Corporation, Kansas City, MO 2005-

2010

PowerWorks Contract Analyst

. Created quality and precise contracts for our organization in the form

of schedules, amendments, and master contracts.

. Ensured that the contracts are accurate by making sure the correct

software items are being sold.

. Administer the approval process for more complex contracts.

. Once a contract signs, I processed the contracts to ensure the items

in the system are the same as what is being sold on the contract.

. Audit co-workers contracts to verify they met Cerner guidelines.

. Reconciled RFP's to determine software being sold and translated that

into a contract.

. Developed and monitored language in Government contracts.

. As a PowerWorks Contract Analyst I thrived in a high stress

environment.

. Produced a report every month that provided detailed contract

information to management.

Key Accomplishments:

1. Given numerous awards by co-workers for quality of work and

timeliness.

2. Wrote over one hundred and fifty contracts a quarter, following

through from creation to signing.

3. Processed forty signed contracts in one week to close out the quarter.

Contract Analyst

. Assembled quality and accurate contracts for our organization in the

form of arrangement letters.

. Analyzed the contracts to ensure that the correct software items were

being sold.

. Oversaw the approval process for the more specialized arrangement

letters.

. Managed cross-departmental work between development organizations and

the production environment.

Key Accomplishments:

1. Received over five hundred emails a day in a company inbox that a co-

worker and I handled.

2. Held a successful training class for fifteen contract analysts to

learn the deinstall process.

3. Oversaw the creation and execution of international contracts.

Client Care Analyst

. Was named a subject matter expert for training and managing the

deinstall process.

. As the subject matter expert for the deinstall process, I would work

with clients to make sure their software support didn't expire. I

would either create an extension for support or turn off their support

per the client's demands.

. As a member of the Client Care Team I was also responsible to provide

immediate resolution to client and associate questions on Cerner

solution offerings, provide Cerner.com assistance, resolve financial

disputes, create termination contracts, triage calls to other Cerner

departments, track FedEx shipments and more for Cerner clients and

associates for every division of Cerner.

Key Accomplishments:

1. As part of a team, I would handle over a hundred phone calls a day from

clients.

2. Created and presented a class on Remote Hosting Organization to the

Client Care Organization.

3. Produced and managed a spreadsheet that had over five thousand clients

and all of their software information.

TNT Logistics, Kansas City, MO 2004-

2005

Transportation Coordinator

. Supervised at least eight individual's everyday.

. Responsible for getting the correct automobiles to the correct

destination.

. Accountable for making sure everyone is doing their job correctly and

efficiently.

. Responsible for loading new automobiles onto railcars that are created

at the local Ford plant.

Key Accomplishments:

1. Responsible for eight to fifteen individuals everyday.

2. Accountable for all the cars and trucks my team loaded and unloaded.

3. Supervised a team of union workers.

Signature Mortgage, Kansas City, MO 2004-

2005

Mortgage Consultant

. Worked with clients to pinpoint a loan that will help their needs.

. Followed a client's home loan from origination to closing.

. Listened and informed clients about questions/concerns they may have

about their mortgage needs.

Key Accomplishments:

1. Worked with over fifty different lenders; each vendor offered five to

ten different loan types.

2. Honestly helped clients to inform them of the different loan types,

and the best interest rates and payment possible.

3. Helped start a successful branch with a co-worker in a small town in

Kansas City.

EARLIER EXPERIENCE

Customer Service Representative 2000-2004

Citicards, Kansas City, MO

EDUCATION

Master of Business Administration; emphasis in Marketing

AMERICAN INTERCONTINENTAL UNIVERSITY, Buckhead, GA

December 2006, GPA 3.5

Bachelor of Business Administration; emphasis in Business Administration

AMERICAN INTERCONTINENTAL UNIVERSITY, Buckhead, GA

December 2004, GPA 3.1

Associate of Arts; emphasis in Business Administration

MAPLE WOODS COMMUNITY COLLEGE, Kansas City, MO

December 2004

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