Sales Customer Service

Lisa Donoho

Email: ********@************.***

Address:

City: Billings

State: MT

Zip: 59101

Country: USA

Phone: 406-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Innovative Product Executive with proven ability to create highly profitable programs through marketing, training, and partner relationships. Adept in all aspects of the sales cycle, including prospecting, lead generation, qualifying, negotiating, closing and follow up. Extensive training and experience with a consultative sales strategy and a high reference market base. Creative professional with extensive project experience from concept to development. Talents include strategic objective execution, product line expansion, client development, and exceptional communication skills. Adept at public and community relations, staff development and project management.

Educational Background:

High School Dipolma from Montana State University Billings, Billings MT 1/2001 to 12/2011 (Healthcare Administration)

High School Dipolma from Appalachian State University, Billings MT 1/2001 to 11/2012

Job History / Details:

Executive Profile

Innovative Product Executive with proven ability to create highly profitable programs through marketing, training, and partner relationships. Adept in all aspects of the sales cycle, including prospecting, lead generation, qualifying, negotiating, closing and follow up. Extensive training and experience with a consultative sales strategy and a high reference market base. Creative professional with extensive project experience from concept to development. Talents include strategic objective execution, product line expansion, client development, and exceptional communication skills. Adept at public and community relations, staff development and project management.

Skill Highlights

Client account management

Process improvement

Market research and analysis

Sales proposal creation

Brand awareness development

Competitive analysis

Client acquisition

Complex problem resolution

Marketing materials development

Report development

Project planning

Executive presentation development

HIPAA compliance

Customer-oriented

Strategic partnerships

Strong interpersonal skills

Customer retention

Resolution-oriented

Accomplished in relationship selling

Approachable

Team building

Staff motivation

Employee training and development

Core Accomplishments

Expanded account base from 80 to more than 185 accounts

Managed a portfolio of 185 accounts generating $5M in annual revenue

Networked extensively to expand service radius from 100 to 350 miles

Developed and implemented inter- and intra- organizational training program for LIS to EMR interface engine

Professional Experience

November 2010 to 11/9/2012 12:00:00 AM

Billings Clinic Billings, MT

Laboratory Marketing Associate III

Promote and market Billings Clinic Laboratory Services to customers within the service region. Provide consultation to existing customers in reviewing needs and assessing potential solutions. Ascertain current and future needs of existing customers to ensure satisfaction with current services and responsiveness to customer demand. Create and maintain relationships which generate profitable revenue streams. Build strategic alliances with hospital laboratory leadership that resulted in 87 percentage client retention rate.

Created new revenue streams through extensive networking and referrals.

October 2003 to November 2010

Billings Clinic Billings, MT

Laboratory Marketing Associate I

Accountable for laboratory order entry and result distribution including overall customer satisfaction.

Conducted in-services to train teachers in methods of implementing new framework.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes.

Promptly responded to inquiries and requests from prospective customers.

Developed, implemented and monitored programs to maximize customer satisfaction.

June 2003 to November 2003

Billings Clinic Billings, MT

Laboratory Client Services Lead

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up other customer service managers.

Adhered to all confidentiality requirements at all times.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support.

Addressed negative customer feedback immediately.

Effectively communicated with team members to maintain clearly defined expectations.

Effective liaison between customers and internal departments.

Resolved customer questions, issues and complaints.

July 2002 to June 2003

Billings Clinic Billings, MT

Laboratory Client Services Specialist

Retained and ensured proper handling and care of 150 existing client accounts.

Took daily inbound calls and key-entered orders for assigned accounts and clients.

Consistently met and exceeded department expectations for productivity and accuracy levels.

Education

2011 Montana State University Billings Billings, MT

Master of Healthcare Administration Healthcare Administration

Graduated cum laude

1997 Appalachian State University Boone, NC

Bachelor of Science Biology

Graduated cum laude

Earned membership in Beta Beta Beta Biological Honor Society

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