Service Customer

Pamela Holloway

*** **** **** *****, ** Box **, Pendleton, IN 46064

Cellular: 765-***-****

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

Objectives

Dedicated organizational manager with a track record or assuming positions of increased accountability.

Background includes experience in implementation and analysis of service and sales contracts. Proven leadership

skills – able to recruit, retain, develop and motivate employees to new levels of productivity. Knowledge of Human

Resource laws as it pertains to hiring and disciplinary actions. Self starter needing minimal supervision.

Communicate successfully and productively to any and all types of people. Excellent problem solver. Strong team

orientation. Accomplished public speaker.

Core competencies include:

Verbal/written communication Performance Evaluation Prospective Employee interviews

Team building Interpersonal Skills Quick Study

Self motivated Policy creation Contract Negotiations

Revenue Reconciliation Problem solver Training Development

SAP Knowledge Spreadsheet/report skills

Employment History

Boehringer-Mannheim, Indianapolis, IN 1994-1997

Service Contract Specialist/Reflotron Logistics (1996-1997)

Entered all service contract and warranty information pertaining to diagnostic equipment.

Monitor internal revenue associated with the service contract.

Track reflotron loaner instruments to ensure proper return of unit to facility.

Customer Service Representative (1994-1996)

Enter customer orders for diabetic strips and contact companies of back order status.

Provided customer direction for various customer service related issues.

Roche Diagnostics, Indianapolis, IN 1997-2001

Instrument Process Team Supervisor (2000-2001)

Accountable for overseeing the service and sales contracts associated with the initial shipment of new

diagnostic equipment.

Developed training and procedures to try and streamline the instrument team process.

Monitored and addressed issues regarding the delivery and logistics of ne w analyzers shipping out of the

warehouse.

Provided feedback and reports to upper management regarding revenue and productivity.

Worked closely with the finance, sales and service representatives to ensure system showed correct

pricing and internal allocation of revenue.

Received recognition award in January 2001 for work on the Customer Fulfillment consolidation project

team.

Service Contract Supervisor (1997-2000)

Responsible for staff input of service warranty and contracts for all diagnostic analyzers.

Reviewed all service revenue to ensure proper internal allocation to service occurred.

Provided feedback to the field and management for service contract renewals and revenue status.

Provided direction to service contract specialist regarding service c ontract issues.

Developed policies and procedures for the service contract department.

Provided input and developed staffing plan to implement service contracts from the Roche Branchburg

location to Indianapolis.

Assisted SAP team with formation and manpower to implement contracts into the new computer system.

Received two company awards for work on the Roche/Boehringer -Mannheim conversion as well as on the

customer consolidation project.

Developed training tools to train a very quickly growing service contract team.

Performed interviews, performance appraisals and disciplinary human resource duties.

Boy Scouts of America Headquarters, Indianapolis, IN 2002-2003

Office Manager

Directed office staff to ensure proper completion of membership and reports.

Reviewed and created policies that pertained to the office staff.

Provided feedback to management and field representatives as to fundraising activities in the respective

regions.

Ivy Tech State College, Muncie, IN 2003-2005

Surgical Technology Student

Received A.S in Surgical Technology in 2005

President of the Surgical Technologist Club responsible for fundraising to obtain funds for various

seminars and events supporting Surgical Technology.

St. Vincent Hospital, Carmel, IN 2005-present

Certified Surgical Technologist

Accountable for setting up and maintaining sterile environment during surgical procedures.

Assisted the surgeons with retraction and skin suturing during total joint replacements.

Precept new employees and students on sterile technique and operating room procedures.

Education

B.A in Organizational Communication Indiana University, Indianapolis, IN May 1992

A.S in Surgical Technology Ivy Tech Community College, Muncie, IN May 2005

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