Customer Service Sales
Resume:
ARLENA TAYLOR
abnosu@r.postjobfree.com
http://www.linkedin.com/in/arlenataylor
BACKGROUND SUMMARY
Independent, highly organized, results oriented professional with ability to successfully partner with all levels of
management and across functions. Exceptional communicator and presenter with strong project related
experience in Healthcare industry. Recognized in demonstrating; ownership, initiative, accountability and
success in maintaining 98% service level. Manage complex projects and achieve deadlines in dynamic, fast-
paced environments. Key strengths include:
SAPR3 Master Trainer Six Sigma White Belt Process Improvements
Project Management Sales Support
Process and Product
Technology Integration
Integration
Staff Development
PROFESSIONAL EXPERIENCE
CARDINAL HEALTH/DISTRIBUTOR MANAGEMENT, McGaw Park, IL 1997 to 2008
An $87 billion global company serving the health-care industry ranked number 19 on the Fortune 100.
Customer Service Manager
Manage a team of 14 Service Representatives supporting the supply chain process of a $400 million division of
independent distributors. Utilize SAP and Business Objects on daily basis to investigate customer issues.
• Achieved key goals of: 98% Service Level; 2% abandonment rate and 13 second hold time on consistent basis.
• Contributed a 3.6% growth in revenue by providing targeted support to 200 strategic accounts.
• Integrated products acquired from companies into customer service process to ensure consistent productivity
and call center performance.
• Scheduled and conducted recruitment process for new service representatives. Utilized knowledge of company
and experience to assist in making best fit recommendations.
• Orchestrated a department downsizing and realignment due to loss of major customer.
• Organized vendor fair to educate internal customer service resources to successfully answer product inquiries.
• Implemented pilot to handle discrepancies electronically. Coordinated training which resulted in increased
productivity and exceeding the requested customer expectations.
Primary contact with Cardinal business units resolving and outlining ordering processes.
Key contact to support 200 former Inside Sales “house” accounts and oversee sales related requirements.
Coordinate and implement new customer transitions as liaison to the customer and sales force providing
internal communication, implementing organizational strategies, and arrange in-service trainings to increase
employee product knowledge; productivity and maintain call center performance.
Supervised two Service Specialists dedicated to service and grow the $11K sales of 40 former Inside Sales
independent distributors.
BAXTER/ALLEGIANCE SPECIALIZED DISTRIBUTION, McGaw Park, IL 1995 to 1997
Healthcare company servicing independent distributors.
Customer Service Coordinator/Trainer
Administer support to service representatives and resolve service issues. Executed administrative decisions in
absence of Supervisor/Manager and supported field representatives on customer account issues. Trained employees
on SAPR3.
• Implemented new hire training for service representatives that increased productivity by shortening the overall
time needed for on-boarding
• Key contributor in interviewing process and provided recommendations based on knowledge of department.
ARLENA TAYLOR
847-***-**** Page 2 abnosu@r.postjobfree.com
BAXTER GENERAL HEALTHCARE/TELESALES, Deerfield, IL 1993 to 1995
Healthcare company servicing hospitals, clinics and surgery centers in the US.
Senior Service Representative/Sales Support
Primary support to eight field representatives targeting ambulatory market. Oversaw customer backorders and
inventory availability to resolve service issues/failures.
• Implemented step-by-step process for JDEdwards training.
• Implemented Custom Sterile order process to increase time efficiency.
COMMONWEALTH EDISON, Skokie IL 1990 to 1993
Office Support
NORTH CHICAGO HIGH SCHOOL, North Chicago IL 1988 to 1990
Secretary, Assistant Principal
CITY OF NORTH CHICAGO, North Chicago IL 1983 to 1988
Police Dispatcher
COMMUNITY RELATIONS
Project Coordinator, Media Administrator - City of Miracles Association, Waukegan IL 2007 to Present
Coordinate and execute promotions of the organizations annual outreach programs.
Chairperson, Waukegan Township Staben House Advisory Council, Waukegan, IL 2003 to Present
Work with Program Manager to plan each meeting and establish an agenda.
Project Coordinator, Gift of Hope Organ - North Shore Chapter, Elmhurst IL 1998 to Present
Organize outreach programs in the community to educate the importance of being an organ and tissue donor.
EDUCATION
Concordia University, Kenosha WI, 2002 to 2004. June 2009
Associates Degree in Business Management expected 12/31/09
AWARDS
Baxter Helping Hand Award – 1999
2001 Call Center Award for Outstanding Achievement
PROFESSIONAL TRAINING
Business Writing Course
Business Objects – Basic Reporting
Influence Skills Training Program
Creating Better Results with Style
Selective Interviewing, Coaching and Feedback
Leading and Managing Others
Manager Effectiveness
Lean Six Sigma White Belt Certificate – Feb 2007
TECHNICAL SKILLS – SAP, JDEdwards, Microsoft Office, CRM Knowledge, Publisher, UTOPIA and Business
Objects
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