Customer Service Representative

PETER CATANZANO

**** ********** *****, ********, ** 08828 908-***-**** ****@*******.***

Objective: Utilizing my twenty years of Customer Service skills with emphasis on excellent communication and organization. My goal is to obtain a position in a company as a Customer Service Representative with an opportunity for growth and advancement.

Technical Skills

Software Programs: Microsoft Office Excel and Word, RMS 3000, ALAS, CMS, RAFT AS400, RUMBA, Smart Collector, EXAMS, PACEWEB, SAP and Salesforce Five9, and InContact

Professional Experience

PharmaKinnex, Milltown, NJ Dec 2017 – Feb 2018

Tele-Service Representative

(Hired as a Tele-Service Representative for Covis Pharmaceuticals and American Regent, contract ended)

Possessed extensive knowledge of product information

Contributed in training and development programs per management request

Maintained each call’s required documentation

Responded to customer inquiries on a daily basis

Adhered to call schedule to ensure efficient and comprehensive coverage

Strived to achieve goals by displaying persistence, tenacity and overcoming obstacles

Continuously meet set quota and maintaining a satisfactory completion rate on a weekly basis

Articulated core message to the physicians in order to raise awareness about the product

Ordered Prilosec Powder Packets to doctor’s offices

Ordered the Indigo Carmine Injection-Marker Dye used in IV and IM procedures

Inventiv Health, Somerset, NJ Aug. 2015 – Oct. 2017

(Hired as a Telesolutions Support Specialist for Daiichi Sankyo Pharmaceuticals and Bayer, contract ended)

Demonstrated comprehensive knowledge of all company approved product information

Achieved outstanding daily performance goals

Adhered to goal standards established in the client agreement

Provided product presentations using all marketing and selling materials

Developed a daily/weekly call schedule to ensure efficient and comprehensive coverage of territory

Reviewed pre and post call analysis of calls

Provided information to patients regarding Betaseron, Betaconnect and BetaApp

Responded to customer inquiries

Handled and resolved customer complaints

Identified and escalated priority issues

Participated in training and development programs

Helped maintain required project documentation

Ordered journals, sharps containers, Betaconnect and loaner tablets per patient request

Peter Catanzano Page 2 of 2

Hired as a Temp Nov. 2013 – May. 2015

Worked miscellaneous projects as a Data Entry operator and as a Material Handler while attending school and looking for full time work

Perform Care, Robbinsville, NJ Apr. 2010 – Nov. 2013

Member Service Specialist

Registered, authorized, and coordinated services for children, youth, and young adults who were experiencing emotional and behavioral challenges or were developmentally and intellectually disabled

Firm commitment to member service, along with the capability to resolve complex issues

Earned 100% in all categories including communication skills, listening skills, problem resolution, and politeness

Managed questions from treatment providers using data entry and exceptional listening skills

Managed upset parents and legal guardians, conflicts, and challenging situations

Completed voluntary member service training to learn new ways to enhance client satisfaction and improve production

Maintained consistent procedures and outstanding member service with parents and school counselors in a timely and efficient manner

Helped the Member Services department attain the highest service ratings

Provided accurate information in response to client’s questions and requests

Education

Kent State University, Kent, OH

Bachelor of Integrative Studies

Davis & Elkins College, Elkins, WV

History Major

USPV Training Certificate,

Bayer Pharmaceuticals

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