Customer Service Manager

William R. Platt

** ****** ******

Rochester, NY 14610

585-***-****(h), 585-***-****(c)

*****.*******.*@*****.***

Leadership by example, professionalism, active communication skills,

professional development and teamwork are all solid parts of my style.

Working smarter and not harder, well organized, innovative and resourceful

and using creative problem skills are some of my strong attributes.

Following a project through while still seeing that all the details are

covered and developing a formula for success of others by assuring that

each person has the skills necessary to complete their tasks, are all-

important characteristics of what make me a strong instructor/facilitator.

I am able to break complex processes down into the individual learning

needs of various students and use teachable moments to highlight the

curriculum. Listening to both my internal and external customers' feedback

allows me to constantly improve my teaching skills. By using real world

examples in my discussions with students, I find they are more able to

apply their new skills sets to daily situations they will encounter when

returning to the work place.

Professional Experience

CareFusion (formally Cardinal Health) - CMP Learning Services, San Diego,

CA

7/2007 to 5/2010: Consultant - Learning Delivery

. Delivery of Pyxis product (pharmacy management systems) training to

customers and employees in live instructor-led, instructor-led web

based and e-learning formats

. Corporate Subject Matter Expert for CIISafe product (controlled

substance management) and their Federal, State, FDA regulations as

well as any best practice standards from JCAHO or ISMP

. Assist hospital pharmacies with investigating controlled substance

diversion issues

. Consult and design controlled substance work flow practices that meet

current regulations

. Continually monitor education cycles for consistent needs, knowledge

retention and compliance with FDA regulations.

. Prepare learning needs assessments for new student groups and products

. Development of instructional materials, guides, presentations, exams,

both printed and electronic for employees and customers

. Corporate Subject Matter Expert for CIISafe product (controlled

substance management)

. Leader of National CIISafe Monthly Product Call for field teams

(6/2006 - 1/2010)

. Development, testing, release and maintenance of CIISafe version 6 and

version 7

. Collaborate with other Core Team Members on CIISafe product guides and

procedures

. Delivery of New Hire Orientation program, Corporate Learning Map, CRM

Service Documentation, HIPAA certification and JCAHO orientation

programs to employees

. Completed National Certification as Instructor/Facilitator

. Attained basic certification as Controlled Substance Diversion

Investigator

. Demonstrate strong bias toward customer service and a commitment to

quality and corporate core values

Cardinal Health - Pyxis Products, San Diego, CA

11/2005 to 2/2008: Product Application Specialist

. Install, support and onsite training of Pyxis products in the field

. Conduct customer field (Pharmacists & Practitioner) training on the

use of Pyxis products

. Manage new and existing customer accounts and projects

Provide subject matter experience to other teams to complete

. Coordinate customer and Pyxis team resources to best accomplish set

goals

. Order equipment and supplies and maintain account summaries

. New hire preceptor for Northeast Region

Cardinal Heath - Pyxis Products, San Diego, CA

10/2004 to 11/2005: Account Specialist

. Direct on-site service representation for all Cardinal Health products

and services

. Continually monitor an evaluate product efficiency and customer

satisfaction

. Coordinate Installations, expansions and upgrades of products

. Develop creative solutions to resolving unique customer problems and

training issues

. Provide basic level field service to reduce customer down time on

mission critical systems

. Administrate monthly customer meetings to discuss issues, solutions

and future goals for Pyxis products

. Back up coverage for area Customer Service Manager

Mayer Paint and Hardware, Rochester, NY

7/2001 to 8/2004: Manager, Rental and Commercial / Industrial Services

. General Manager for Rental Center; including equipment rentals,

customer training, repairs, counter sales, new equipment purchasing

and staffing

. Manager of Commercial / Industrial Sales counter; including

inside/outside product sales, sourcing, ordering and pricing

Platt Technical Services, Rochester, NY

12/1996 to 5/2001: Owner of Sole Proprietorship - small business

. Specialty and emergency vehicle sales, parts and service in western

New York State and Pennsylvania

. Providing factory service for 7 major manufactures in the emergency

and fire service market

. Delivering 24/7/365 on site service and preventive maintenance

Inpatient and outpatient Dialysis program of Highland Hospital, Rochester,

NY

8/1993 to 2/1999: Certified Sr. Dialysis Technician

. Staff Trainer for unit education, surgical procedures, AAMI water

treatment and dialyzer reprocessing

. Member of Highland Education committee 1996 to 1999

. 1995 Suggestion of the Year Award recipient

Eastman Kodak Credit Corporation, Rochester, NY

5/1992 to 6/1993; Corporate Trainer

. Instructor-led training for customer service skills

. Development of leasing operations and training manual for customer

service employees

American Red Cross, Rochester, NY

5/1991 to 5/1995: FT Health and Safety Instructor / Trainer

. Teach American Red Cross health and safety programs

. Instructor / Trainer for new volunteer instructors

Education

Monroe Community College, Rochester, NY

AAS 1985, Audio Visual Technology

. Teaching Assistant, Prof. Eugene Edwards 1984 - 1985

Langevin Learning Services, Ottawa, Canada

July 2008: Nationally Certified Instructor/ Facilitator

National Association of Drug Diversion Investigators, Lutherville, MD

. November 2008, Certified Drug Diversion Investigator

. Member 2006 to current

Community Service

Girl Scouts of Western New York

1998 to Current:

. Outdoor Program Consultant, Millwheel Service Unit, 2005 to 2008

. Outdoor Program Instructor/Trainer Certification, 2006

Penfield Volunteer Ambulance, Penfield, NY

. 1986 to 2001: 18,587 Hours of Service

. Outstand Member of the Year Award, 1988 and 1996

Boy Scouts of America, Otetiana Council, Rochester, NY

. Eagle Scout, 1982

. Various Adult Leader positions, 1984 to 2000

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