Customer Service Sales Representative

JORGE ALBA

***-**** ****** **** *****

Mississauga, Ontario. L5B 4N3

Cell phone: 647-***-****

*******@*****.***

Objective: Pharmaceutical Sales Representative

I.

II. HIGHLIGHTS OF QUALIFICATIONS

• Solid experience in Customer Service and Sales in Pharmaceutical Industry

• Bilingual English-French

• Excellent problem-solving ability and strong communication skills

• Strong organizational skills and ability to prioritize

• A team player with ability to multi-task in a fast paced environment

• Proficient in Microsoft Office, AS400, SAP

PROFESSIONAL EXPERIENCE

Electrolux Canada Corp. 2012 - 2013

Bilingual Customer Service Specialist

• Processed customer orders and maintained accurate customer database

• Responded to incoming inquiries from customers regarding returns, parts and orders

• Authorized, processed and oversaw all RMAs (Return merchandise authorization)

• Managed specific corporate accounts, processing debits and credits notes; claims

regarding shipping discrepancies

• Provided sales support and updated pricing book to the customers

Bilingual Customer Service Agent

• Answered inbound calls from end-customers and dealers

• Documented, investigated, and closed customer queries and complaints

• Ensured accurate recording, reporting, and followed up of all issues

• Provided assistance in customer escalations based on information provided from internal

staff members and field technicians

• Interacted closely with managers, marketing, and distribution to ensure customer

satisfaction

Achievements:

• Promoted to Bilingual Customer Service Specialist in less than three months

Jorge Alba’s resume Page 1

Novitek International 2012

Bilingual Marketing and Sales Coordinator (4 month contract)

• Attended customers request effectively by phone, email and voice mail management

• Created and executed marketing strategies for two product lines

• Developed and launched marketing campaigns

• Coordinated online initiatives and updated the Facebook page

Achievements:

• Updated marketing information and made it available in three different languages

Merck Serono 1995 - 1998 and 2007 - 2009

3M Company 2005 - 2006

AstraZeneca 2000 - 2005

Sales Representative

• Promoted and provided product information to health care professionals

• Developed successful business relationships with key pharmacy accounts

• Provided on-going monitoring and analysis of competitors

• Developed and implemented strategic business plans for the therapeutic portfolio

• Promoted dental products to health care professionals

• Assessed clients’ needs to provide appropriate product options and solutions

• Coordinated logistics of conferences, workshops, and other events

• Prepared forecast and managed budgets of assigned brands

Achievements:

• Top 1 ranking in sales in my region at Merck Serono in 1997

• Promoted to Senior Sales Representative in less than 2 years

• Assigned to the most important therapeutic products due to previous outstanding

performance

• Exceeded sales-targets by 20% for 3M ESPE in 2006

• Assigned to expanded responsibilities due to exceptional performance in 2005

EDUCATION

Master’s Degree in Marketing

Polytechnic University of Madrid, Spain 2001

Bachelor Degree in Marketing

Jorge Tadeo Lozano University, Colombia 1997

CERTIFICATION

Six Sigma - Green Belt Certification 2005

Jorge Alba’s resume Page 2

Jorge Alba’s resume Page 3

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