Customer Service Sales

Jill K. Kraling

**** *********** ** **, *********, MN 55901

Phone: 507-***-****, e-mail: ********@*****.***

Education

Bachelor of Science in Business and Management June

2007

Cardinal Stritch University, Rochester, MN

. Obtained a 3.51 GPA

. Capstone paper title: Leadership, Organizational Effectiveness,

and Starting a Business

Related course work:

Management Negotiation and Conflict Resolution

Business Ethics Business Communication for Managers

Economics Finite Math

Statistics Business Management

Marketing Finance

Associate of Science, Medical Secretary Program 1993-

1995

Rochester Community and Technical College, Rochester, MN

. 6 of 52 credits remaining

Related course work:

Biology Medical Terminology

Chemistry Medical Office Procedures

Anatomy and Physiology Transcription

Professional Skills and Experience

Medical Office Management

. Ability to learn quickly, be proactive and creative, and think

outside the box

. Superior multi-tasking and time management skills

. Persuaded and negotiated outcomes with patients, physicians, and

allied health staff

. Acquired strong understanding of physician practices and medical

office operations

. Utilized computer skills and online database to manage calendars,

schedule appointments, and send correspondence

. Trained new employees on medical office procedures

. Worked harmoniously in both a team environment and independently

Result: Twelve years experience in a world renowned medical

institution provided understanding of medical institution operations

and office procedures. Developed excellent communication skills with

various levels clientele and staff

Sales Management

. Recruited to manage independent direct sales business, including

marketing activities, booth exhibits, and presentations to small

groups

. Previous retail sales experience with Target and Best Buy

. Business to Business sales of copiers, fax machines, scanners, and

electronic document solutions

. Consultative questioning skills

. Sales territory management, prospecting, and marketing skills

. Mentored and helped train new hire sales professionals

Result: Experience with consultative Business to Business sales,

marketing and presentations to build clientele, boost sales, and achieve

success for my territory and company. Strengthened interpersonal and

communication skills by interacting with various levels of management to

build trust and achieve results

Communication

. Coordinated and delivered speeches and presentations

. Established rapport with physicians, secretaries, clients, and

allied health staff

. Created lasting business relationships with returning clients

. Excellent verbal and written communication skills

. Increased client relations through mutual respect, negotiation, and

persuasion

. Thrived with understanding of diversity, culture, and all levels of

socio-economic status at world renown medical institution

Result: Strong honesty, integrity, and interpersonal skills

Leadership

. Suggested process improvements within the Urology department at

Mayo Clinic to assist department operations and image, and to

reduce wait time

. Organized booth exhibit at local women's expo in order to increase

awareness, gain clientele, and boost sales for direct sales

business

. Participated in quality improvement by serving on committees such

as the Urology Task Force committee, Adopt-A-Family charity

committee, and Paid Time Off (PTO) guidelines committee at Mayo

Clinic. At Current position previously served on the Diversity

Committee

. Strived for excellence by taking internal education courses at Mayo

Clinic such as:

Navigating through Change Effective Teaching Techniques

Mutual Respect Goal setting for Professional Growth

Telephone Excellence Exploring Supervision as a

Career

Powerful Listening Tools Cross Cultural Communication

Result: Leadership excellence, initiative, and ambition to achieve

success for my career and my company

Volunteer Activities

. Parent Teacher Student Organization (PTSO) activities at local

school

. Contribute to United Way

. United Way Community Outerwear Drive Volunteer, Escort

. Feed homeless when opportunity presents

. Previous member of the Society of Urological Nurses and Associates,

Upper Midwest Chapter

. Previous member of Diversity Council at current place of employment

. Participate in Susan G. Kommen Breast Cancer Awareness walk/run

Result: Sense of fulfillment, satisfaction of helping others, and

commitment to values

Work Experience IKON Office Solutions, Rochester, MN

Account Executive

June 2007 - present

Job Description: Consultative Business to Business sales of copiers,

fax machines, scanners, software enablers, and electronic document

management solutions. Responsible for management and expansion of

sales territory and clientele, prospecting marketing, and quota

attainment

Mayo Clinic, Rochester, MN

Patient Service Representative, department of Urology

July 2004 - April 2007

Job Description: Performed patient care and customer service duties

including the management, maintenance, and flow of confidential

patient information. Coordinated physician and patient appointment

calendars, received patients and visitors, answered multi-line phone

system, and interacted directly with patients, physicians,

technologists, nurses, and a highly diverse clientele

Patient Appointment Coordinator, department of Urology, Mayo Clinic

September 1998 - July 2004

Job Description: Independently scheduled and confirmed patient

appointments through managing department and physicians calendars.

Answered and triaged phone calls, took brief medical history,

determined urgency of the problem, and scheduled the appropriate

appointments and tests as directed by department/physician

Patient Service Representative, department of Cardiology, Mayo Clinic

March 1996 - September 1998

Job Description: Performed patient care and customer service duties

including the management, maintenance, and flow of confidential

patient information. Coordinated physician and patient appointment

calendars, received patients and visitors, answered multi-line phone

system, and interacted directly with patients, physicians,

technologists, nurses, and highly diverse clientele

Admissions and Business Services Representative, department of Patient

Access and Business Service, Mayo Clinic

July 1995 - March 1996

Job Description: Performed patient care and customer service duties

related to surgical check in, hospital bed status, and insurance co-

pays. Interacted with patients, visitors and provided patient

locations while protecting confidentiality guidelines

References available upon request

Contact this candidate