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Customer Service Manager

Philadelphia, Pennsylvania, United States
October 03, 2016

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Renetta McCleese

**** **** ****** ************, ************ 215-***-****, 267-***-****


Seeking a challenging and rewarding career where my acquired skills will be fully utilized for the benefit of the company and my professional growth.


Matt Martin Real Estate Management (07-2015 – Present)

Mortgage Processor

oAssisted with the management of newly acquired properties

oAssigned agents to properties

oSourced for new agents, appraisers, & vendors

oManaged initial services (i.e. debris removal, rekey, secure, sales clean, etc.) and/or FSM

oIssued work orders/purchase orders

oManaged eviction/redemption/confirmation processes

oOrdered title reports

oProvided support with preparation and coordination of forms, correspondence, marketing materials, agreements, inspections and other client or transaction documents

o Updated systems, spreadsheets and tracking

oAssisted with company inventory listings, status reports, BPO's (broker price opinions), appraisal orders, environmental orders, property inspections, related payables, contract documentation, lead-based paint disclosures, etc.

oReviewed BPO’s, Appraisals, other valuation models for accuracy, photos, client requirement compliance, etc.

o Reviewed bids, assist with counter offers, contract package preparation, seek client approvals, etc.

oReceived closing checks, confirm fee amounts, and coordinate payment to listing sub-agent and update database with closing information

oPerformed additional responsibilities as requested or assigned in the department

oOccasional phone/admin support

Teva Pharmaceutical (02-201*-**-****)

Procurement Analyst/Clerk

oParticipates in researching and negotiating repetitive purchases. Assists in preparing formal purchasing documents

oCoordinates with suppliers on contracts and reorders of goods and services

oAnalyzes usage history of inventory stock items and, with proper approvals, adjusts ordering requirements

oEnsures the details of purchase transactions are carried out in a timely fashion

oWorks with distribution requirements planning (DRP) processes and operations

oWorks with real-time inventory software, moving supplies to where needed, when needed

oAssist the Associate Procurement Officer in maintaining current up to date

Procurement documents and Manuals

oRouting copying and circulation of quotes, bids and proposal for evaluation

oPreparation of management information and statistical report

oMaintain appropriated records to ensure that procurement process, decision, and

contractual agreement are accurately documented for accountability and audit


oDraft letters, memoranda, faxes, email, etc. and monitor the progress and liaison with vendors during the entire procurement cycle

oInvestigate and provide resolution on post-order problems and of progress reports on procurement matters

oPerform other duties as may be assigned

Merck & Co. (03/2014-01/2015)

Regulatory Assistant

oAssisted Regulatory Associates with the preparation of regulatory documentation including regulatory submissions to the TGA, drafting Product information, Consumer information, literature searches to support submissions, TGLA product analysis, changes in manufacturing, pack sizes, and other regulatory activities

oEnsured that all other adverse event data (trial, literature and spontaneously reported) was entered into corporate global regulatory databases within the timeframes specified and that the appropriate regulatory authorizes are notified.

oAdhered to ongoing clinical trial protocol-specific procedures as well as good clinical practice and departmental standard operating procedures

Johnson and Matthey (11/2013-02/2014)

Maintenance Coordinator

oWorked with maintenance group at a pharmaceutical manufacturer to ensure compliance with FDA, as well as timely completion of projects

oEntered information into software system Regulatory Asset Manager, RAM

oEntered maintenance requests and closed out once completed

oSupported facility maintenance manager with staff action for employees

oCompleted records and convey initiating work, control and documentation system

oInspected completed work for compliance with standards

oPlan schedule and assign activities of staff engaged to maintain and repair electrical mechanism

Aramark (07/2013-10/2013)

Point of Sale Data Entry

oGathered, recorded and tracked all maintenance requests

oUpdated POS database as specified in the maintenance requests

oTested POS database changes and distributed changes to the restaurant

oPerformed QA testing of changes that effected the behavior of the POS system

oReported software defects and configuration problems to appropriate parties for resolution

oResponded, resolved and recorded problem calls from restaurants related to changes to POS database and software

Health Advocate (09/2012-01/2013)

Outbound Customer Service Representative

oContacted AARP, Medicare members to remind the members of any Wellness Test or Health Screenings that may be overdue

oObtained Providers for members in their area if they did not have any

oAssisted members in making Dr.Appt and setting up transportation

oRequested Medial Records for verification of Wellness Test or Health Screening

Towers Watson (12/2010-01/2012)

Project Administration Specialist

oInitial front line support within Oracle Applications 11i, related to a client project set-up within the system

oReceive project set-up forms on a daily basis via e-mail from Project Managers or Administrative Assistants

oReview project set-up forms to ensure that all required fields such as the operating unit, service offering, classification code, company name/contact, project start date, project manager, client relationship manager, administrative assistant, fee type, invoice language, line of business, budget revenue amount, project funding amount, project agreement amount have been properly completed

oProcess project set-up forms by entering required data for the initial project set-up

oProvide the necessary discount rates within projects at the project, employee and the task levels

oAnalyze detail budget worksheets, add the necessary labor and revenue amounts to the project at the task /sub-levels

oCreate a project agreement name to initiate the agreement terms and agreement funding within a project

oProcess change requests for existing projects

oCommunicate directly with Project Managers, Oracle Administrators and Project Analysts regarding project inquiries

oResearch, analyze and modify inaccurate information regarding project discrepancies

oCommunicate regularly with the Contract Compliance Unit to ensure all projects are set up in compliance with company standards

oServe as continued resource for colleagues

oAssist Manager with monthly Fixed Fee Agreement Review

oAssist Manager with Quarterly Audit of Fixed Fee projects

oResolves complex issues with projects using independent judgment and discretion

oRetrieve contracts from Automated Contract Tracking database (ACT)

oProcess project close requests

oCreate and maintain spreadsheets

oAssist Finance Manager with special projects as needed

Merck Pharmaceutical Company 11/2008-12/2009

Data Entry Operator & Scanner (11/2009 – 12/2009)

oEntered all active employees from paper into Excel

oUpdated all personal information into Excel and after completion of all information, scanned each document into system

oWorked on PeopleSoft software for conversions

Data Entry Specialist (11/2008 – 06/2009)

oEntered high volumes of data into a Cransoft application to support the installation of a large-scale SAP business platform

oDownloaded and printed out reports

oManaged large amounts of data

oCreated pivot reports using excel

Galil Medical Research 01/2008-07/2008

Customer Service Representative

oReceived and processed orders via fax, mail, and telephone, from various medical institutions.

oProvided customer support to field service engineers and sales team

Cigna Healthcare 06/2007 – 12/2007

Pharmacy Technician

oRewrote and inputted Rx/Prescriptions

oContacted physicians for Rx/Prescriptions

oResponded to inquiries from policyholders

GMAC 01/2007 – 06/2007

Bankruptcy Processor

oProcessed accounting inquiries

oIssued payments to lawyers from proceeds of property sales

JP Morgan Chase 09/2005 – 01/2007

Mortgage Processor/Vendor Coordinator

oReviewed loan file documentation

oCorresponded with the title and appraisal companies

oOrdered appraisals

oObtained credit reports

oScheduled closing for loans

oVerified employment and home insurance, getting pay offs

oProcessed loans for underwriters and prepared all documents for underwriting to review

oAnswered all internal e-mails from sales, underwriting, title, and appraisal companies

Prudential 11/2003-05/2005

Data Entry Processor

oInputted data to match company policies and formats

oPrepared mutual funds, annuities, disability forms as well as life and insurance claims to be scanned and indexed

Express Scripts 10/2000-10/2003

Customer Service Representative

oAnswered inbound calls for customer pharmacy benefits

oVerified accuracy of claims

oAnswered inbound customer calls for quotes and insurance benefits

oProcessed pharmaceutical orders

oData Entry


o1998-1999 Rets Electronics: Concentration Computer Programming

Received Certification in Computer Programming

o2009-2011 Devry University

Major: Health Information Management

oCompleted 36 credits

Computer Skills:

Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Lotus, AS400, PeopleSoft, SAP, Oracle, CranSoft

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