Customer Service Sales

Myra Brauth

** ******* *****, ******, *** Jersey 08820 908-***-**** *******@*****.***

Results Oriented Fortune “10” Customer Service Professional with Dale Carnegie communication skills and track

record of building customer rapport and developing loyal customers seeks Client Support Position.

Professional Experience

University HealthSystem Consortium (UHC) Oak Brook, IL 2008-2009

Conversion Specialist Supply Chain Consultant based onsite at New York University Langone Medical Center

(NYU) (Manhattan)

Served as liaison between UHC/Novation Team, NYU’s Material Management Department and Sourcing Leaders, and NYU’s

Vendors to collaborate, build relationships, resolve issues, and drive UHC/Novation contract penetration.

Identified, analyzed, promoted, coordinated and implemented all activities at NYU related to UHC/Novation portfolio agreements

including products, programs, and services.

• Increased NYU’s penetration of Novation contract opportunities by 700K dollars

• Identified over 2.5 M dollars in Vendor Sales not being reported to NYU and provided supporting documentation so that

admin fees could be collected

• Uncovered a 580K error in NYU’s reporting of Endomechanical product spend resulting in NYU revising their

reporting process

• Introduced a Contract Expiration Report that increased UHC/Novation conversion opportunities by 20%

• Tracked all Novation deliverables, tier changes, maintained databases and provided weekly status to UHC &

NYU Leaders

• Assisted in data collection and financial analysis for UHC/Novation contract proposals

• Coordinate and facilitated meetings, presentations, product launches and assisted with other UHC administrative and

support activities

Johnson & Johnson Health Care Systems Inc (JJHCS) Piscataway, NJ 1996– 2008

Customer Service Representative/Associated Analyst

Communicated with wide range of Customers including Distributors, Wholesalers, Group Purchasing Organizations, (GPO)

Johnson & Johnson Sales Force and Operating Companies (17) and Management in all matters relating to Contract

Administration in a fast paced call center environment in order to resolve inquiries accurately and timely.

Responsibilities included price quotes, analyzing customer information, problem resolution, tracking inquires, writing SOPS,

trainer/troubleshooter for various JJHCS Contract and Customer Service Applications, key account management and special

projects assignments with emphasis on the root causes of problems that impacted JJHCS sales, compliance and discrepant lines.

• Processed and expedited Medical/Surgical orders from J&J Sales Force, Distributors and Hospitals

• Exceeded 2008 base business Contract’s metrics goals for login time and email resolution (Phone SLA avg. 99%)

• Investigated and resolved GPO pricing issue for key distributor’s top 100 customers eliminating potential credit and re-

bills for their customers

• Eliminated substantial pricing discrepancies for Johnson and Johnson Operating Company (JOM) for their Puerto Rico

distributors by setting up and training their distributors to access JJHCS Gateway website for their Notification

• Spearheaded formal Security System for JJHCS Contract Business Users to meet Sarbanes-Oxley Compliance (SOX)

Requirements (1 Year Project)

Oversaw appropriate system access for Contract users accessing CARS, Interact and other JJHCS Systems

Created, distributed, and maintained security reports for accurate reporting purposes and performed audits

Collaborated with J&J Operating Companies, SOX Auditors and various JJHCS Teams for successful

implementation of SOX Compliance Requirements for JJHCS Contract users

EDUCATION: BA (Cum Laude) - ELMIRA COLLEGE, Elmira, NY

Proficient-Microsoft Office Suite 2007

Dale Carnegie Graduate Assistant Program

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