Customer Service Sales

Linda Bock

SUMMARY OF QUALIFICATIONS

Extensive background in service functions including billing, invoicing, A/P, A/R, reporting, coding, contracts, conversions, reinstatements, claim payouts and quality assurance tracking for all customers, full knowledge of EDI system.

Industry experience includes: Medical Devises, Bio-tech, excellent leadership and communication skills acknowledged by senior management.

Proven ability to increase accuracy and efficiency of department.

Excellent technical and problem solving skills.

COMPUTER SKILLS

Proficient in Microsoft Office, SAP, AS400, Lotus Notes, Citrix, SQL, Kronos, Computers Unlimited, Outlook, Oracle, McKesson, Paragon, Emergisoft, Ross, ERP, JDEdwards, EDI system.

PROFESSIONAL EXPERIENCE

Nyack Hospital, Nyack, NY (Medical Facility)

Emergency Department Coordinator 2010 – present

Ability to handle a heavy volume of patients and multi-tasking and 100% accuracy is necessary.

Coordinates and controls the placement of all inpatients (urgent, emergent, and elective) between referring physicians, hospital personnel, and nursing.

Responsible for registration, verification, collection of co-pays/deductibles, pre-certification or authorization of accounts, referrals to Financial Counseling for assistance in payment options.

Boulder Brands, Paramus, NJ (Food Business, Smart Balance, Earth Balance, Gluten Free, EVOL, Level Life)

Customer Service Representative 2014 – 2015

Receives and processes all business to business customer orders & inquiries

Validates adherence to company policies (pricing, minimums, lead time, shipping schedule)

Works closely with other co-workers, Vendors, Sales & Supply Chain groups.

Resolves any issues with pricing and allowances on our products

Adjust invoice for any discrepancy on the customer order regarding shortages, cuts due to inventory delays, damages

Praxair Electronic Inc., Orangeburg, NY (An Industry that makes Industrial, Medical, Specialty Gases) 2006 – 2013

Account Manager / Inside Sales

Solely responsible for managing the leading customer relationship with Intel which is 60% of the company’s sales.

Responsible for customer interface in the areas of order entry, contract and customer administration, account maintenance support, technical support, dispute resolutions, billing/invoicing issues, new account set-up, modifications and pricing management.

Supported finance department with running various daily and monthly reports, as well as ad hoc reports as needed.

Sales support for a technical product and/or in a manufacturing environment., claims processing and adjustment

Key Account Administrator for Praxair’s largest account Intel. Processed and managed 100+ orders per month ($20MM+ annual sales) for Intel NA, Europe and Asia. Recognized as primary contact for Intel commodity buyers and Intel Account Executive..

Developed and maintained close ongoing relationships with Praxair customers, Account Managers and other administrative support personnel to enhance customer relationships and promote account growth through value-added service. Ensured ongoing accuracy of customer information.

Resolve disputes, discrepancies or other issues with customers. Coordinating efforts with Account Managers as needed.

Incorporating all areas of freight forwarding including warehousing, logistics, air, road, ocean and fully integrated supply chain solutions.

Office Manager maintains inventory by use of Hand –Held scanner and storage of office supplies

Time and expense reporting, coordinate travel, and arrange meetings

Coordinate messenger and shipping services when needed

Fax, scan, and copy documents as needed

Becton Dickinson, Franklin Lakes, NJ (Pharmaceutical industry which makes Medical Device) 1999 – 2006

Customer Service Representative / Call Center

Training Customer Call Center personnel on new procedures and on handling unexpected issues that may arise during customer calls, and assisting in the training of new employees on order entry procedures and tasks.

Dealing extensively with customers over the phone, includes, as required, explaining the companies policies and procedures, responding to product information inquiries, order status and other service requests.

Resolute any issue as required to provide total customer satisfaction; internally serving as a liaison between the customer, Sales, EDI, DRP, VMI, PIC, Credit, Traffic, Distribution, and Distributor Relations departments.

Partnered with other departments in the company-wide improvement of processes and workflow.

Backup operator for the Sales Force One and the BD Sales Representatives Sample Software systems.

Mentoring peers in the use of the SAP system, and contributing suggestions to the SAP training specialists for Customer Call Service Center training sessions.

Kemark Marketing Group Inc., Pearl River, NY (Homeowners Insurance Company) 1997 – 1999

Client Support Representative

Set up the Human Resources department and to bring in benefits plan. Created SOP, trained new staff. Composed, documented and monitored workflow of staff. Prepared and overlooked payroll. Formed the database, and redesigned it as

the company grew. Processed homeowners insurance for the east coast through nationwide agents. Overlook all new contracts and applied west law. Reported statistics and problems to management.

First UNUM Life Insurance Co., Pearl River, NY (Disability Insurance Company) 1991 – 1997

Customer Service Administrator / Underwriting Department

Supervised bi-monthly billing activities including maintenance of suspense, pending registers and corrections of errors. Issued individual conversion policies. Monitored the group association status reports daily. Coded cancellations, reinstatements, and changes to new policy in force. Followed all new policies, set according to their state guidelines. Maintained date base for a daily underwriting pending report file.

Metropolitan Life Insurance Co., Pearl River, NY (Life Insurance Company) 1986 – 1991

Asst. Supervisor / Sr. Correspondent – Policyholder Services / Claims Division (1987 – 1991)

Evaluated final determination for payout eligibility based on analysis of policy history. Calculated policy values based in analysis of master file. Trained peers and subordinates in the areas of payouts, eligibility, and policy value calculations. Determined impact of tax gain/rollover on policies and contracts. Corresponded via telephone with policyholders, attorneys, brokers, sales representatives and managers of both district and branch locations concerning matured endowment policy.

Correspondent – Financial and Electronic Services (1986 – 1987)

Placed new policies and reinstated personal life and health policies. Communicated with and supported field sales representatives. Analyzed accounts receivable transactions and audit trails.

CERTIFICATIONS

Certified Paralegal

EMT (Emergency Medical Technician)

Certified Licenses in CPR and First Aid

Hazmat Certification

ORGANIZATIONS/ASSOCIATIONS

Praxair Emergency Response Team

Vice-president – Rockland County EMS Association

Pearl River Ambulance Corps. – Secretary, First Lieutenant

Pearl River Excelsior and Hook & Ladder Fire Companies – Women’s Auxiliary President

Girl Scouts of America – Leader, Troop Organizer for the school system

Rockland County Women’s Bowling Association – President, Secretary, Board Member, Bowling Coach

Pearl River Little League Umpire Association

Orangetown Police Auxiliary – Patrolman for special detail

EDUCATION

Rockland Community College Suffern, NY

A.A.S. Criminal Justice, Minor in Mathematics and Psychology

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