Customer service, relations, management

FRANCINE PRATTS

**A Newark Way * Maplewood, New Jersey 07040 * 862-***-****

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

THE CUSTOMER EXCELLENCE PROFESSIONAL

This Customer Excellence Professional is versatile and innovative with

approximately 18 years of experience in management, sales and customer

service exhibiting exceptional troubleshooting and problem solving

abilities in the field.

Professional Competencies

*Microsoft Office Suite *Outstanding Customer Service

*Project Management

*Order to Cash *Oral and Written Communication

*Problem Solving

*SAP System *Gateway Commerce System (Outlook)

*Internet Navigations

EDUCATION

Nyack College, Nyack, New York (anticipated date of

graduation)

Bachelors of Science in Organizational Management 2014

Bergen Community College, Paramus, New Jersey

Associate of Applied Science in Travel and Tourism-Hospitality

2000

Associate of Applied Science in Retail Business Management

1987

LICENSES/CERTIFICATIONS

New Jersey Real Estate Licensed Salesperson Trained Weichert School

2006

New Jersey Life, Accident, and Health License Trained On-site Insurance

2008

WORK EXPERIENCE

Career Education Corporation-Sanford Brown Institute-Iselin

Iselin, New Jersey

2011-2012

Admissions Advisor

> Responsible for setting guidelines and deadlines for prospective

students during the Admissions and Enrollment process.

> Identify and evaluate the objectives, qualifications and the previous

experience of the prospective student.

> Set appointments for interviews with prospective students. Provide

explanations of the Programs offered by the School and respond to

inquiries and concerns expressed by the student.

> Oversee Financial Aid, Enrollment and Application paperwork are

completed and all required documents have been received.

> Verify that the student successfully completes the Entrance and

required Aptitude Assessments.

> Inform the student of the times and dates for Orientation and the

First Day of class.

> Follow-up with Student after the First Day of class to identify and

address any concerns of the student.

Johnson and Johnson Healthcare System

Piscataway, New Jersey 2008-

2011

Customer Contact Center Associate

> Direct interaction with internal (field sales) and external (hospital,

distributor) customers with the highest level of customer

satisfaction.

> Maintain compliance according to policies and regulations of the

organization.

> Handle all queries including order status, product information, stock

availability, company policies, price quotes, claims, returns

authorization processing, request for documentation, etc. from

department Standard Operating Procedures. Experience working with

Ethicon Endo, Ethicon Inc. Cordis, Biosense Webster, Codman, Advanced

Sterilization (i.e. complaint processing of bid-orders).

> Communicate cross-functionally with other Health Care Systems

departments to investigate research and resolve all exceptions and

adjustments promptly and accurately including customer follow-up.

> Proactively contact customers with regard to JJHCS supply chain errors

and sensitive accounts.

**Selected to participate in the Ortho Clinical Diagnostic 6 week project

D3; worked with the Cold Pack System for frozen/refrigerated products of

the SAP system. **

Calvary Adult Medical Day Care

Paterson, New Jersey

2007 Recruiter/Admissions

> Recruiting and retention strategies

> Educate Seniors and Disabled Adults about various activities and

services available.

> Identify prospective clients and assess medical, social, and physical

needs.

> Coordinate tours of the facility, and discuss admission process for

Adult Day Care.

> Conduct interview for prospective participants and assist with

application process including mandatory documents (i.e. medical

verification).

> Process medical forms necessary for health evaluation and contact

doctor's office for follow-up.

RPM Development Group

Montclair, New Jersey 2006

Leasing Agent

Qualifying clients for Affordable/Market housing

> Meeting regulations for Low Income Housing governed by the Internal

Revenue Service for policy and procedures.

> Verify the execution of the regulations for the Low Income Housing.

> Collect mandatory documents and complete paperwork for each phase of

the application process.

> Arrange apartment showings for clients; Review Lease and Welcome

Packet with new tenant; Collect security deposit, first month's rent,

and additional fees.

AWARDS

Sanford Brown Institute President's Treasure of Knowledge Award

2012

Bank of New York Outstanding Performance 1999

Bank of New York Communication Specialist 1998

Cellular One The Circle of Excellence Regional Award

1993

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