Service Customer

Jeannette Curtiss

San Francisco, CA *****

*****@*****.*** 415-***-**** www.linkedin.com/in/jeannettecurtiss

Accomplished Service Administrator

Superior Attention to Detail Efficiency and Accuracy Exemplary Customer

Service

Extensive experience in developing and maintaining strong relationships

with suppliers, transportation companies and service providers in the

biotech field. Key strengths in administrative prioritization, problem

solving skills and motivating others to achieve higher performance levels.

Creative self-starter with proven ability to improve departmental

productivity and enhance customer satisfaction. Bi-lingual in Spanish.

Professional Experience

AB SCIEX, LLC, Redwood City, CA 2013 - 2014

Global leader in life science mass spectrometry technologies.

Senior Service Administrator 2014

Booked / invoiced service contracts, billing service repairs, dispatched

field service engineers and created standard operating procedures (SOPs)

for new division. Continued duties of Customer Care Service Specialist

along with new tasks in position.

. Reviewed equipment orders, ensuring completion of designated engineer

assignments and implementation of warranty / purchased contracts.

. Provided support to service sales representatives by booking completed

contracts.

. Coordinated all documentation with customers for new instrument

installations at client site that enabled company to recognize thousands

of dollars per sale in revenue.

. Reviewed and corrected final billing submissions of time and materials

services that increased revenue 35%.

Customer Care Service Representative (contract position) 2013

Built customer relations and drove service sales growth of after-market

service parts products. Performed field dispatch and data integrity.

Generated quotations / orders and supported custom contracts. Managed daily

/ weekly unshipped reports and back order status.

. Partnered with purchasing and logistics in ensuring optimal parts

inventory levels and product availability.

. Handled heavy inbound and outbound call center activities (30 calls per

day) supporting service engineers in US and Canada, resulting in quicker

response time.

. Assisted in generating leads and quality opportunities for inside sales,

service sales, and field service teams that led to increased revenues.

VWR INTERNATIONAL, LLC, Brisbane, CA 1996 - 2012

Global distributor of laboratory consumables.

Team Lead Customer Support 2012

Served as bi-lingual customer service team lead for group of 8 in call

center for nation's 2nd largest lab instrument distributor. Resolved

customer issues, provided product information, and tracked shipments.

. Maximized phone coverage and service levels by communicating with

associates, monitoring call queues, and confirming schedule adherence in

Webvue and Impact.

. Ensured accuracy and resolved issues with orders placed by referring to

company policies and liaising with colleagues.

. Achieved service level goal of 83% year-on-year, exceeding goal 10% and

was consequently requested by management to oversee and train other

employees to attain similar service levels.

Jeannette Curtiss *****@*****.*** Page Two

VWR INTERNATIONAL, LLC (Continued)

. Facilitated calls between vendors' technical department, service repair,

and customer, ensuring satisfactory resolution.

. Delivered new software system training to 40+ associates, confirming all

associates had completed training and were utilizing system correctly.

. Recognized as subject matter expert (SME) and supported direct sales

problem resolution by providing extensive product information for key

accounts.

. Answered 60+ incoming calls per day, taking orders, responding to product

questions and resolving issues between customers and billing department.

Resolved escalated calls from irate customers that team members were

unable to handle.

Customer Support - Assistant to Supervisor 1997 - 2012

Provided service to customers and acted as supervisor when required.

Liaised between customers and accounts receivable department to provide

thorough research and investigation on disputed invoices and claims,

resolve issues and process credits and returns.

. Guaranteed associates completed job correctly by providing group training

on new SAP software system that increased operational efficiencies.

. Researched specialized items, including pricing and availability, and

creating quotes for sales representatives and customers, in timely manner

and effective outcomes.

Customer Service, Call Center 1996 - 1997

Answered 60 incoming calls per day and placed orders.

BED, BATH & BEYOND, Colma, CA 2001 - 2012

Sales Associate (part time)

Maintained department, stocked retail floor, and guaranteed product

availability.

. Awarded Associate of the Month multiple times for excellence in customer

service.

Education and Professional Development

General Education Coursework, San Francisco State University, San

Francisco, CA

Myers-Briggs Workshop, Peninsula Works and the County of San Mateo, CA

Updating Skills in Career Development, Peninsula Works and the County of

San Mateo, CA

Technical Skills

MS Office: Excel, Word, PowerPoint

SAP and Oracle

Contact this candidate