Customer Service Medical
Resume:
Frank Fernandes
Thornhill, Ontario, L3T 5A7
*****.*****@******.***
SUMMARY OF QUALIFICATIONS
Seasoned professional with proven success in operations management. Superior communication and sales skills with experience interacting with international and domestic clients, staff and executives. Technically proficient in Office Suite (Word/Excel/Access), Adobe Suite (Illustrator, Photoshop, Indesign), AS400, Infor Visual ERP. Experienced in production planning, scheduling, customer service, inventory control of high cost material, logistics and forecasting. Thorough knowledge of card product manufacturing processes and material usage.
EDUCATION Computer Science & Technology-Bachelors
Sep 1999-May 2003 (Including Honours)
York University, Toronto, Ontario
PROFESSIONAL EXPERIENCE
Mar 2002-Current Executive Client Representative
ABNote North America (ISO 9001 Certified), Toronto, Ontario
Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problemsConducted on-site product-demos and plant tours for visiting customersResponsible for accurate forecast using previous trends; generated spreadsheet for each customerMaintained min/max levels; issued purchase orders to meet forecast requirementsInteracted daily with customer service and province to province sale reps by reviewing current and upcoming sales ordersDirected and tracked the production levels of three manufacturing departmentsManaged expediting Past Due, Due and Future jobs daily to meet monthly departmental financial goalSolving customer's problems and presenting status of account.Communicating directly by phone or face to face with customer.Checking and resolving customer service issues.Generating written data for customer use and pursuing customer's suggestions.Assessing often every part of information to hold the level of customer satisfaction.Maintaining records of customer rapport which include comments, complaints, contacts and investigations. Interacting with management to for perform requests and to solve pending issuesCapable to communication directly with customer, both oral and written.Able to understand and handle complaints.Capable to make use of computerized information system to solve customer's queries.Outstanding customer service and management skills.Capacity to manage and supervise as well as lead junior staff.Highly efficient, professional and intelligent.Skilled to build and maintain rapport with customers.
May 2003-Mar 2005 Medical Coordinator
Medisys Health Group, Toronto, Ontario
Provided case work to medical staff of 20Co-ordinated flow of information between insurance agents, clients, medical staffObtained medical information from a client that is pertinent to medical insurance coverage, both executive and personalBilled to insurance companies for work performed by medical staffObtained pre-approval for medical tests from insurance underwritersCoordinated special requests from insurance agentsObtained information relevant to medical insurance coverage from executive clienteleAttended meetings on policy issues with marketers, insurance agents and clientsSupported new staff with computer training where necessaryAssisted Vice Presidents and Senior ManagersCoordinated and booked all client travel plans
Apr 1998-May 2003 Emergency Parts Operations
NCR Ltd., Mississauga, Ontario
Managed client accounts, orders and inquiriesResponsible for clientele equipment and parts for across CanadaTracked and controlled product inventory to and from company facilitiesSales and project support: ordered equipment; provided all management teams with pertinent information on orders and delivery timeframes relevant to major projects
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