Customer Service Sales

CHERYL M. MOSS

**** ********** **. ********. ** *0085

224-***-**** ****************@*******.***

PROFILE: To be an active employee who contributes to the Mission, Vision, and Values of the company, and to interact, on a professional level with other employees. To give excellent performance, and to translate my experience, knowledge, skills and abilities into value for the organization. SUMMARY: I possess a high level of customer service and client relations based on outstanding communication and interpersonal skills. Standard of promptly answering telephone calls under the company’s guideline. Effectively advises customers on the location, selection, price, and use of products available from the company, with the aim of encouraging the customer to buy and return to buy in the future. I have a willingness to learn different job duties. Aerotek Professionals, Rosemont, IL November 2018-Present Supply Chain Analysis* Responsible for helping to identify and investigate issues in the "procure to pay" process for Walgreens prior to SAP implementation *-Will be investigating discrepancies and issues on any issues between purchase order/invoice, receipt, and invoice - this is causing an issue and 95% of the time is due to issues with receipt/invoice causing delivery of wrong product(s) *As they receive invoices, will look to those that are failing electronically, look at the matching/cost, and properly set up in systems *take the invoices, trace the invoice to where the breakdown occurred; will correct the issue for the individual situation; but also log the issue to identify themes for correction *need to capture issues for issues for auto-payment correction *will be working a project on back-log, working from work cue - clean up to understand issues and problems before SAP transition *Will be performing investigation and problem solving capabilities to investigate root cause of various issues and provide resolution. *work with various vendors/customers and internally to understand and identify problems for resolution/logging*-Using available resources to resolve customer questions and needs professionally. *Provides timely analysis and resolution to issues relating to invoicing, order placement, and system functionality. *Assists with: Develop and implement plans to resolve difficulties arising in the placement and delivery of purchase orders in an efficient and timely manner *Perform follow-up services to ensure purchase orders are fulfilled by suppliers in a timely manner. *Work collaboratively with Accounts Payable and other internal/external customers to assist in resolution of invoice issues.

Johnson Service Group, Westmont, IL April 2018-October 2018 Order Fulfillment Specialist*Data entered service requirements into our ERP and Service Management (SMS) systems *Accurately processed of return authorizations and service orders *Retrieved phone calls from customers and Omnicell employees*Received email requests from customers and employees*Communicated order and return information to the customer contact. Optimum Faith Lab- Waukegan, IL August 2017-April 2018 Intake Coordinator *Directed calls to appropriate personnel

* Organized company emails through google business *contacted doctors, directors of nursing with critical results * sent labs result to agencies and or doctors * Files results in the appropriate file, ordered office supplies *retrieved incoming calls from clients regarding results and scheduling of test *Ordering items for lab use and stationary Medline Industries – Mundelein, IL December 2016 – August 2017 Homecare Account Manager * Managed inbound and outbound phone activity from multiple accounts and end users for ordered placement, verified insurance and all other related insurance inquiries. * Placed tracking and maintenance of orders, providing product information, checking inventory status, and facilitating returns and credits as necessary. * Work in collaboration with Operations and Logistics to determine the delivery of shipments/ supplies * Assisted with placing, reordering orders, crediting orders and orders received via email and fax * Work in collaboration with team members to ensure the service needs of Homecare customers are being met with outstanding service levels. * Identify trends and communicated results to the management staff, sales force, and the customer * Utilize multiple tools and resources for account, program, and insurance related inquiries.

FMS – Buffalo Grove, IL March 2014 – November 2016 Default Resolution Specialist Team Lead * Assisted the Unit Manager with the development and monitoring of rehabilitation/consolidation collectors while maintaining his/her individual collection goals. As a team lead, help identify learning opportunities of existing staff and provide immediate feedback in the following areas: Collection Talk-offs, Rebuttals, Skip traced* Meet monthly goals which included obtaining all Capitalization Agreement Letters and ensuring the Loan Rehabilitation Retention Rate meets the minimum threshold goal as prescribed by Sr. Management. * Provided authority to give directions, constructive criticism, and positive feedback to staff members. Assists the Unit Manger and Sr. Managers with questions, difficult customers, and provided a second voice.

W.W. Grainger Inc. – Lincolnshire, January 2008 – December 2012 Order Support Specialist (Sourcing Division), * Worked directly with vendors to ensure orders have been received and invoiced while providing field partners with necessary updates on open issues and timing expectations * Responsible for all assigned duties including but not limited to; maintaining/updating current expected ship dates, receipt corrections/adjustments, and follow-up for all assigned vendors * Provided information and support to allow multiple cross functional teams impacted by Past Due Purchase Orders and Purchase Order Exceptions to deliver a better service promise * Escalated longer-term root cause issues once identified to Supervisor or associated Order Support Specialist to resolve systemic or vendor specific issues in a timely manner in order to increase total availability and drive sales. Field Support Specialist (Sourcing Division), June 2007 – January 2008 * Primary contacted with Field partners in handling incoming phone calls and Third-Party Customer Service forms to ensure timely completion of customer requests. * Provided customers and field partners (Sales and Branches) with extended service by reactive and proactive resolution of issues relating to transaction discrepancies * Expedited purchase orders and request for quotes submitted by the operations staff, customers, and system generated information to confirm receipt and delivery of information

*Investigated and resolved purchase order billing and shipping discrepancies received from the supplier * Made decisions based on profitability in the resolution of customer shipping discrepancies * Maintained adherence to schedule, accessibility, and quality standards as it pertains to inbound call and form volume * Focused on first pass resolution and continuous follow up on open issues. Customer Service Associate (National Accounts Division), October 2004 – June 2007 * Responsible for all customer interface in assigned accounts * Managed quality and consistency of product and service delivery * Maintained continuous flow of new-business opportunities * Conducted pricing, product availability and delivery issues analysis and recommend strategies and/or policies that will increase customer engagement and retention while adding value * Proactively managed project workflow through the entire customer service process * Provided customer advocacy support for the assigned customer accounts * Resolved complex customer relationship management issues, including escalation issues from assigned customers.

Sales & Customer Service Representative (Parts Division), December 2002 - October 2004 * Assisted customers in product selection by effectively communicating product & service offerings over the phone * Used the SAP system to provide information on pricing, availability and alternate product selection to complete customer transactions * Utilized effective probing and listening skills to generate lead opportunities * Resolved customer problems promptly and accurately in a manner that retained and promoted customer loyalty * Used the CIC to efficiently record and process orders, faxes, pending returns, returns, debits, credits, sourcing orders, inquiries, feedback and quotes * Guided customers to other internal resources such as Technical Support, Credit, Grainger Parts and Sourcing or Sales as necessary * Exceeded established volumes for number of calls taken * Participated in and completed all required training to ensure proper compliance of HAZMAT and refrigerant when processing transactions EDUCATION: College of Lake County – Grayslake, IL 2004 – 2005 General Studies /Physical Therapy DRDC Vocational School – North Chicago, IL 2000 Computer Skills Typing North Chicago Community High School – North Chicago, IL 1985 – 1989 SKILLS: Microsoft Word/ Lotus Notes/Outlook PeopleSoft 12+ years using SAP/Oracle CRM, Multi-line switchboard 45-50 WPM, Postage machine

ACCOMPLISHMENTS/AWARDS/CERTIFICATES:

FMS 2014 Retrieved the Most Borrower Payment Award (OCT, NOV, DEC) GRAINGER 2011 Certificate for Generating the most Triple Guard Warranties GRAINGER 2007” Willingness to learn” Award

GRAINGER 2005 Perfect “Readback” Award

REFERENCES AVAILABLE UPON REQUEST