CUSTOMER CLIENT SERVICES NATIONAL ACCOUNT CONTACT ACCOUNT MANAGEMENT TECHNICAL SUPPORT SPECIALIST TRAINER ON FLOOR SUPERVISOR

Senior Client Services Representative serving clinical and medical customers. Increasing responsibility within the Client Services team and growing responsibilities in all my previous positions. Over two years in Customer Service at Premera, punctuated by growth into Senior Customer Service Representative and Technical Support Leadership. Prior to that, over four years in Account Management, including serving as Retention Specialist and National Accounts Manager. B2B Sales and Customer Service experience working with customers and companies, from small business to Fortune 500. Medical, manufacturing, marketing, and distribution industry experience. Strong focus on the customer and meeting their needs.

General

Business

Key Attributes

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

Ready grasp of terminology and concepts and ability to explain them

Customer Service efficiency

Effective Written and Verbal Communication

HIPPA Compliant privacy practices and Confidentiality

Problem Solving / Negotiation

Type Speed - 45 WPM

Customer orientation

Flexible and Dependable

Accurate documentation and active communication

Knowledge of business systems and structure

Compassionate and Pleasant

Ability to sensitively handle escalated customer concerns

Ability to train and lead

Excellent team player

Professional Experience

PREMERA BLUE CROSS, Spokane, WA

December 2016 – October 2017

Technical Support Specialist – Call floor trainer / supervisor

●Monitoring calls and evaluating Customer Service Representative performance

●Daily oversight of workforce management

●Conducted weekly meetings for process updates in-team

●CSR spot-training and up-training, in person or virtually

●Communicated trends and issues from the call floor to managers

●Handled call escalations and evaluation of escalations for training purposes

August 2014 – December 2016

Client Services Representative

●Senior Customer Service Representative

●Backup Technical Support Specialist, utilized by multiple Customer Service teams

●Frequent contributor to in-team Procedure and Method clarification

●Consistent high scores in Quality and First Call Resolution

●Continued concentration on Voice of Customer

●Collaborated on and then Assisted in training Customer Service Reps for Producer Calls and Outpatient Rehab changes

SIGNATURE GENOMICS / PerkinElmer Labs, Spokane, WA September, 2012–July, 2014

Client Services Representative

●Primary point of client and caller contact for the lab

●Handled client issues/requests efficiently with a focus on the Voice of Customer

●Responsible for accurate distribution of clinical results to client physicians and laboratories

●Aided in training new members of the Customer Interface team

●Aided in authoring or revision of departmental policies and procedures

POWERHANDLING, Spokane, WA January, 2012–June 2012

Sales and Service Representative

●Serviced existing customer base and developed new customers

●Built new business in the paper and military industries

●Entered and processed orders for production and repair

●Helped in arranging shipping of orders and return shipping of repairs

●Followed up with customers to track customer satisfaction, review needs

SOLEIL REAL ESTATE, Spokane, WA 2009 to 2011

Maintenance and Property Rehabilitation

●Property improvement and construction

●Aided in turning properties for resale, maintained existing real estate assets

●Shop duties as required

FIRST INDEX INC., Spokane Valley, WA 2005 to 2009

Retention Specialist / National Account Manager / Regional Account Manager

●Retained subscription marketing customers in the U.S. and Canada

●Built new business through personalized marketing programs

●Negotiated contracts for additional and extended services

●Managed a customer base of 250+ B2B accounts

●Consistently met sales quotas in a changing manufacturing market

●Built new business through marketing, prospecting, and cold-calling

●Presented marketing solutions through field sales across the U.S.

●Worked with customer service team and production team to ensure quality

Education

SPOKANE COMMUNITY COLLEGES – Spokane, WA 1993

Pre-Engineering and General Studies

UNIVERSITY OF WASHINGTON – Seattle, WA 1990

Pre-Engineering and General Studies

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