JULIANNE L. BROOKS
PHILADELPHIA, PA 19139
To obtain employment with a stable and reputable company. I am seeking a company which will benefit from my customer service experience, so in return I will improve their overall patient satisfaction.
More than 14 years of experience in customer service and data entry with strengths in account management & sales.
VACCINE SERVICES REPRESENTATIVE/GLAXOSMITHKLINE PHARMACEUTICALS
May 2018 – Oct 2018
●Assisted healthcare professionals, account managers & other departments with placing orders for flu & non-flu vaccines.
●Responsible for monitoring and identify customer trends, effectively analyze problems, recommend, and implement strategic solutions.
●Ability to use advanced organizational skills, a high level of self-motivation while working independently & efficiently in a high-pressure environment.
●Communicated inventory constraints and surpluses to healthcare professionals, customers & outside field managers.
NUTRISYSTEM/C.S.R, RETENTION & SALES REP
Sept 2015 – Jan 2018
●Responsible for meeting statistical performance standards, including all call productivity, compliance, upsells, and customer service surveys.
●Sold one-time & monthly auto-delivery Nutrisystem programs, placed 1x A La Carte orders and processed refunds for Nutrisystem & South Beach Diet
●Retained customers using product knowledge and offering lower tiered programs and discounts.
CONNEXTIONS, LLC (FED EX)/SECONDARY ACCOUNT MANAGER
Apr 2013 – Feb 2014
●In/Outbound calls to/from various worldwide account executives, other Fed Ex departments & customers.
●Offered value-added solutions while gaining customers trust and building rapport.
●Maintained all aspects of customer account including express, ground & home delivery shipping.
●Used consultative sales experience to up-sell and cross-sell. Sold intangible goods and services.
SEARS HOLDINGS, LLC/SRVC ORDER MNGMNT REP/REPAIR REP
Sept 2011 – Jul 2012
●High volume 90% inbound- 10% outbound call center averaging 75-110 calls and 6-6.5 hours of call time daily.
●Confirmed, rescheduled & cancelled appointments with customers & followed up with repair/installers.
●Resolved customer concerns regarding installation, repairs, cancellations, and revenue collections/disputes.
DIGITAL GRAPES, LLC/CUSTOMER SERVICE REP
Dec 2006 – Sept 2008
High volume 80% outbound - 20% inbound call center averaging 150-250 calls and 5.5 hours phone time daily.
●Contacted new clients who enrolled in no-risk trial to follow-up the sale and secure participation in the program & process referral leads.
●Resolved escalated customer concerns, cancellation requests, and revenue collections/disputes.
●Exceeded all daily benchmarks in volume of calls, duration of phone time, and resulting quality metrics.
KEYSTONE DIGITAL IMAGING/BUSINESS DEVELOPMENT REP.
Nov 2005 – Sept 2006
Maintained customer accounts using ACT!; Made B2B calls & set appointments for the outside sales reps.
Generated $35,000 in revenue for the company in January 2006, $4,950 in April 2006. & $32,000 in May 2006.
Assisted the director in making company documents to improve the Business Development department.
Interviewed candidates who wished to become business development representatives.
BACHELORS OF SCIENCE IN HEALTHCARE ADMINISTRATION
Purdue Global University
Completed May 2018
VOLUNTEER EXPERIENCE OR LEADERSHIP
Philadelphia Ronald McDonald House- 2001-2002
Arthur Ashe Youth Tennis Center- 1997-2003
References Available Upon Request