Customer Service Sales

Mary A. Washington phone: 408-***-**** email: **************@*****.***

Profile

Results oriented team leader ensuring operations are performed in full compliance with the organizations SOP’s. Successful, professional and motivated to get the job done. Demonstrated ability to manage multiple and often conflicting priorities and deadlines. Comprehensive knowledge of six sigma standards and processes with a continuous improvement mindset. Data entry skills include SAP and Microsoft office applications. Effective written/verbal communications and presentation skills. The ability to learn quickly to meet timelines with a service driven attitude. Excellent priority assessment and strong time management skills with the ability to shift multiple priorities. Ability to work extended hours and respond to varying situations under pressure while achieving consistently high results. Making decisions and exercising judgment that supports the accomplishment of daily objectives in a diverse environment. Ability to demonstrate dependability, good judgment and reliability. Organized work ethics, honesty and attention to detail. Ability to resolve problems and obtain missing data working cross functionally as a team or independently. Passion for learning, innovation and growing my skillset and the organization. Self-motivated with the ability to create and sustain a positive, fast paced, work environment and meet all commitments. Willing to travel domestically. Responsive to feedback for self-improvement and open to new ideas.

Education

B.S. Management, University of Phoenix, Fremont, Ca A.S. Medical Assisting, Silicon Valley College, Fremont, Ca

Career Summary

Lab Assoc. III, Quest Diagnostics Corp, San Jose, Ca. 2010 - 2015

As the Lead in the microbiology department during the graveyard shift I supervise the day to day activities of department personnel while monitoring overall performance, assigning and directing work, monitoring safety precautions and providing direction for 3 employees to meet/exceed operational objectives and targets. Customer service oriented and driven to make certain all customer specimens are treated with respect and care and kept private. Ensure satisfaction and ongoing company allegiance by exceeding expectations and setting the example for excellence. Address all quality issues by handling all specimen problems that come into the department, such as, specimens that do not meet stability requirements, quantities that are not sufficient, improperly collected or in expired transports that do not meet quality standards. Track and monitor specimens and store and maintain information regarding all specimens received. Excellent communication and organizational skills both orally and written with internal as well as external departments. Liaison for Client Services and Order Entry department leads to answer questions about specimens and test requisitions that are unclear. I am considered a technical supervisor since I have passed a testing credential at work and can use all company tools to resolve department issues. Ensure compliance with all regulatory, corporate and local policies for safety standards, quality and performance objectives. Retraining and coaching for new information based on policy changes as our team is tested and required to know the latest updates and meet and exceed testing requirements in order to perform our jobs to meet OSHA and CLIA compliance. Interprets and executes policies that affect work processes and personnel within the assigned work areas. Investigate and resolve basic problems with on the spot thinking that impacts work processes and personnel within the department. Responsible for training, mentoring employees and monitoring progress with the demonstrated ability to listen and provide assignments while directing work and giving input on performance appraisals. Ensuring a safe, compliant work environment as safety is a priority.

Laboratory Assistant II, San Mateo Medical Center, San Mateo, Ca. 2005 -2010

Previous experience includes working as a certified phlebotomist throughout the hospital in the ICU and emergency room as well as patient rooms. Patient focused while earning trust through compassion, respect and service. Attention to detail when handling specimens, accessioning specimens, coding, central processing and microbiology plating as well as distributing centrifuged tests with accuracy to the proper departments. Daily orienting, training and monitoring new externs and signing them off on skills learned while monitoring their patient interaction and blood draws so they could finish there extern programs. Medical terminology and general hospital knowledge. Experience working with clinical staff, doctors, nurses and techs. Answered inbound calls and had the ability to represent SMMC assisting and providing customer service that exceeded customer expectations. Answered inbound calls and assisted clients and patients.

Donor Collections Tech, American Red Cross, San Jose, Ca. 2005

Previous experience includes working as a health historian establishing donor suitability to donate blood while establishing a culture of service excellence. Working as a phlebotomist for onsite as well as mobile travel blood draw supporting community functions. Trained and coached new hires on how to use procedures to obtain donor suitability while providing feedback to ensure positive customer service. Prepared specimens for shipment. Customer Service and flexibility with willingness to exhibit high quality service.

Fulltime College Student 2003-2004

Sales Order Administrator, Siemen's Corporation, Previously Acuson, Mountain View, Ca. 2000-2003

Previous medical device experience using the ERP system SAP working with manufacturing and sales support handling customer calls. Generating quotes for ultrasound systems, option orders and releasing orders to ship and bill while seeing orders through to completion. Processing RMA’s and meeting and exceeding customer’s needs. Responding effectively to customer requests and resolving critical issues to meet all commitments in a timely manner and entering orders with a high degree of accuracy. Strong people coaching skills used with new hires while also training my supervisor on how to quote business. Collaborated and worked in conjunction with accounts receivables to resolve escalated complaints or disputes from clients. Interacted and coordinated with the sales teams in weekly meetings to discuss shipping priorities and reprioritization of shipments. Defined processes and took responsibility for simplifying and improving processes for updating and reworking SOP’s for entry level training purposes and for department super users. Answered customer calls as appropriate for option order inquiries and informed sales reps for potential upsell opportunities. Managed inbound calls to all staff and reported feedback from clients. Partnered cross functionally and acted as a liaison between departments to establish and maintain effective relationships on all levels internally as well as externally to foster improvement as necessary while provide superior customer satisfaction. Attended shipping and prioritization meetings to understand and communicate customer expectations and ran reports to show current information while relaying customer changes for new timelines for equipment. Updated excel spreadsheets to track systems in process of shipping with projected dates for completion. Worked on a conversion project to move current quotes from one data base to another for compliance with Siemens acquiring Acuson. Provided general administrative support. Master data maintenance including customer master data, sales rep account assignments and service codes well as shipment tracking. Create, review and verify the accuracy of data and with Finance and Sales Support personnel.

Contracts Administrator, Electronic Data Systems, Cupertino, Ca. 1989-2000

Compaq Computer purchased Digital Equipment, and then EDS purchased the Contracts group to contract out as a 3rd party vendor for Compaq where I was assigned and worked on site at the Compaq Computer facility.

Previous experience in sales support and contract support to review, analyze and track in process and on-going agreements. Contracts for northern and southern California customer base for service maintenance contracts up for renewal or modification, new business quotes and upsell opportunities to further grow business. Ensure appropriate approvals and sign-offs achieved before execution of the contracts. Ensure effective fulfillment of objectives and deadlines assigned to the group. Responded effectively to customer requests to resolve critical issues and meet all commitments in a timely manner. Proofreading agreements. Verifying whether customer’s equipment was on service maintenance contract or per call with onsite engineers. Took an active leadership role in training new hires and providing ongoing support and coaching to complete business contracts and make sure business got out in a timely manner to the clients. Collaborating effectively with credit and collections and accounts receivables to resolve any payments that were being held up due to discrepancies in the contracts where equipment was no longer being serviced or equipment changes needed to be made so that clients who were not paying their bills were being addressed. Passionate about providing customer service when answering and resolving calls from clients promptly while routinely resolving problems and providing resolution. Working with Field Technicians and clients to verify serial numbers on equipment on contract. Worked closely with sales on upgrading equipment and ensuring satisfaction of customers and retention of happy clients. Clerical experience and experience with PC’s and all office work. Excellent follow-up skills and attention to detail. Provided general administrative support. Developed and maintained personal relationships and thoroughly enjoyed my employment at Digital/EDS/Compaq (1992-2000)

Admin Assistant/Projects Manager for Sales Support Manager and staff, eg. PID’s and sales support presentations. (1989-1991)

Contact this candidate