Customer Service Sales
Resume:
Craig A Achorn
Essex, MD 21221 US
Day Phone: 240-***-****
Email: ***********@*****.***
Work Experience:
Broadridge Financial Solutions, Inc. (Adecco) Owings Mills, MD US 10/2011 – 10/2013 Production Orders Coordinator
In this position I am responsible for releasing orders to production via the Production Workflow Application (PWA). This position entails monitoring the status of all print requests, reporting incoming, processed, backlog and SLA volumes, and working with DDS staff to ensure that jobs are prioritized appropriately. I am responsible for ensuring that order changes requested by Client Services are communicated to the Print and Production Teams, (both email and through updates to the PWA System) on a timely basis. I also assist management in proofing orders and preparing key statistical reports on a monthly basis for management. Such reports include the Incoming order report, Order report, Printer meter reads to support customer billing, postage cost reports and the Printer downtime report. I am also responsible for releasing orders to the production floor, communicating critical order information and issues to the Print, Production and Client Services staff, and I process all order changes and updates. I use MS Excel, MS Word, MS Outlook, MS PowerPoint, MS Access and Adobe Acrobat on a daily basis.
Valerie A. Freeman, CPA Olney, MD US 02/2011 - 10/2011 Accounting Assistant
In this position I prepared 1040EZ tax returns using tax software, performed administrative duties such as answering phone calls, and preparing and maintaining client files. This work was performed in accordance with generally accepted accounting principles under the guidance and supervision of a certified public accountant.
AT&T Pensacola, FL US 02/2008 - 02/2011 Sales Associate
As a an experienced sales associate for a high volume AT&T Call Center I was responsible for handling billing inquires, establishing new service, and transferring old service for customers. In addition, my sales experience includes sales of FastAcess Internet Service, AT&T Wireless Service, Dish Network, Direct TV and AT&T Uverse Television Service. My job duties included handling customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with a one call resolution, sometimes under difficult interpersonal situations. This included offering alternative solutions where appropriate with the objective of retaining customer's business and making financial decisions to protect/collect revenues and adjusts customer accounts.
Cavalier Telephone Pensacola, FL US 10/2006 - 01/2008 Telephone Sales Representative
In this position I was responsible for sales of voice, internet, Integrated Dynamic VoIP and Private Networking Services. Duties included cold calling potential customers and meeting company deadlines for completing the sales call. In this position I was required to utilize my prospecting, presentation, follow-up and closing skills to secure the sale. I had a proven track record of meeting and exceeding established quotas.
Zoll Medical Corporation Chelmsford, MA US 10/2002 - 08/2006 Customer Service Coordinator
Duties included providing account support for Hospital, EMS, and the public safety market. In this position I developed a hands-on familiarity of the operation of products such as pacing, defibrillation, circulation, ventilation, and fluid resuscitation systems to address unmet clinical needs with a significant clinical impact. I was responsible for building customer relationships, both internal and external with team members. Specific duties included sales support, assisting customers with shipping, billing, and back orders, placing capital equipment and related accessory orders, and managing distributor accounts. Additionally took incoming calls and assisted customers in all aspects of the customer service field. I also conducted weekly training sessions to familiarize staff with the operations of the equipment.
Aetna Healthcare Tewksbury, MA US 01/2000 - 10/2002 Customer Service Representative
As a customer service representative at a high volume incoming call center I was responsible for providing customer service to hospitals, doctor’s offices and Aetna clients and to be familiar with medical terminology. Specific tasks included screening and evaluation claims, explaining benefits, assisting hospitals and doctor’s offices on insurance claims, addressing billing, medical billing, and coverage inquiries, and updating client accounts. I was responsible for making appropriate decisions based upon Aetna’s current policies/guidelines and was required to prioritize multiple tasks to meet demands of a high paced environment with tight turnaround times.
BOSTON COMMUNICATIONS GROUP Woburn, MA US 11/1993 - 11/1999 Customer Service Team Leader/Shipping Manager
As the company's first Shipping Manager I was responsible for reviewing shipping/receiving documents for completeness and entering transactions into the supply tracking system. I also prepared discrepancy reports, tracked status of requisitions, prepared correspondence, and maintained files, records and data for all transactions. I verified invoices and cost data, and conducted annual inventory of all property. Notable achievements include implementing a barcode tracking system as a form of inventory control; establishing and implementing standard operating procedures for departments within the company to ensure compliance with policy for shipping equipment domestically and internationally; developed standards for distribution of newly received equipment to the appropriate purchaser; I was also responsible for documenting receipt and acceptance of goods. Additionally, I analyzed shipping volume and developed projected shipping trends for use in negotiating shipping contracts with United Parcel Service and FEDEX.
As Team Leader I provided support to a 15 member Customer Service Team in the telecommunications field. My duties included coaching customer service representatives, assist customer service representatives with escalated calls regarding billing, and level 2 technical services and account support. I also monitored calls, provided training to the team and assisted my supervisor in all aspects as needed.
Saints Memorial Hospital Lowell, MA US 04/1989 - 11/1993 Cardiovascular Technician
Working under the direct supervision of a physician I performed delegated clinical duties. Such duties included taking medical histories and recording vital signs, explaining treatment procedures to patients, preparing patients for examination, and performing diagnostic examinations. Specifically, I performed thallium testing, 201 stress testing, electrocardiographs (EKG), regular stress testing. I was also a member of the emergency response team.
United States Army, 82nd Airborne Division Fort Bragg, NC US 09/1983 - 03/1988
2nd Platoon 2nd Squad Team Leader
As a team leader I was the first-line supervisor in an enlisted individual's chain of command. I was responsible for the daily activities that an individual performs. This included any career-mandated training. To perform this position I was well versed in providing effective communication, organizational skills, time management, and weighted decision-making process, including understanding the importance of making life-and-death decisions in a split second ensuring the safety and security of my team. Notable achievements include
• Airborne Paratrooper • Combat Medical Specialist • Army Service Ribbon • Army Lapel Button • Various Army Commendation Awards
Education:
American Intercontinental University, Hoffman Estates, IL US Associate's Degree 06/2013 GPA: 3.91 of a maximum 4.0 Credits Earned: 90 Quarter hours Major: Business Administration, Minor: Information Systems
Bryman School of Medical Assisting Brookline, MA US Technical or Occupational Certificate 04/1989 Certified Medical Assistant
North Carolina State University Fayetteville, NC US Technical or Occupational Certificate 06/1988 Business, English and Math
Somerville High School Somerville, MA US High School or equivalent 06/1983
References:
Name Employer Phone
Valerie Freeman Valerie Freeman, CPA 240-***-****
Bud Lucas Broadridge Financial Solutions 443-***-****
Terry Clarke Zoll Medical Corporation 978-***-**** Indicates professional reference
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