Customer Service Management

CUSTOMER SERVICE/ACCOUNT SPECIALIST

Results driven professional with 20 years of experience in customer service and support with recognized strengths in account maintenance in both domestic and international clients, problem-solving, troubleshooting, sales staff support, and planning/implementing proactive procedures to avoid problems. Well developed team building and leadership strengths with experience in training and coaching co-workers.

Professional Proficiencies

Exceptional communication skill: multiline phone operation, manage incoming/outgoing calls, email and fax management.

Strong client relations: daily interaction, assistance with billing inquiries, and update account information upon request.

Motivated team player: developed and implemented team building activities within the department in areas such as, trust, interpersonal communication, confidentiality, time management and stress relief.

Training development aptitude: lead team training on delivery block, blanket purchase order, equipment grant program, quote, order management, milestone billing, Canada government year-end, 800 line message retrieval processes with verbal and written documentation. Utilized reporting and trending to maintain service levels and quality assurance. Utilized computerized systems for tracking, information gathering and troubleshooting. Provide performance analysis to implement action plan strategies to improve overall performance. Successfully train new hires in all office policies and procedures while focusing on minimizing errors and generating superior results

Vendor management: obtain product quotes and create purchase orders for vendors and ensure their products meet specified company guidelines before shipping to customers

AP/AR: perform accounts payable/receivable duties which include researching short pays, discrepancies, reconciliations and accurate received payment application. Process customer credit card payments.

Mentorship: coached Six Sigma White Belt and Greenbelt candidates throughout project duration

Order Management: process customer orders; work with shipping scheduler for delivery dates, handle product returns and exchanges, proactively identify order delivery issues and escalate as necessary, daily use of SAP to track order deliveries and product inventory. Maintain status reports to provide management with updated information for customer orders.

Sharp problem solver: Department point of contact for all customer disputes, address customer concerns with empathy and quickly resolve issues, maintain professionalism with hostile customers, work with customers to resolve shipping issues and product concerns, research and resolve billing issues that had been left unresolved by previous employees.

Project Management: named Six Sigma Greenbelt candidate 2011

Medical Records: maintain patient records by filing in standard alpha/numeric filing system, review records for completeness, prepare record packets for insurance reviews of procedures and fees/services justification

Tools: Microsoft Office Suite including Outlook, Excel, Word, PowerPoint and Project 2010; SAP-CRM, SAP-R3, Seibel, Oracle, URSA, Cybersource, WebEx Connect, Lotus Notes, Avaya Telephone System, WebEx Meeting Place, POS software and the internet.

Professional Experience

Therapeutic Living for Families, Edgewood, MD

Customer Care Representative January 2016 – Present

Client outreach; Check phone lines to receive/record/document messages and forward to appropriate staff members; Monitor incoming faxes and forwards to appropriate staff members., Generate the appropriate paperwork for clients visit (Referral Form, ROI, Consent, etc.); Collect co-payments; document all pertinent information on the Payment Log after payments are received from the client; Send out no show letters and discharge letters; Coordinate with staff to schedule clients;

Complete reminder phone calls; Attend weekly administrative team meetings and trainings as scheduled and required; Collaborate with the client's assigned mental health therapists monthly and document the type of collaboration (i.e. phone call, meeting, etc.); Complete filing and scans client documentation; Schedules and re-schedules appointments as needed; Perform prescreening process for add-on appointments; Call No Show appointments to reschedule, make appropriate notations in Electronic Health Record.; Back-fill Cancelled appointments; Identify payer source, financial status and assign correct pay type; verify insurance eligibility; Verify appropriate referral/authorization in accordance with the client’s insurance carrier; Reviews final encounters for completeness to include ICD9, ICD10/CPT4 codes & clinician signature, to support documentation and coding guidelines ;insure client demographics is current and accurately recorded; Other administrative duties as assigned.

SC Foster, New Castle, DE June 2015 – December 2015

Customer Service Specialist

Reviewed customer orders processed by CSRs in the regions of Argentina, Chile, Hong Kong, China Ecuador, Thailand, and Puerto Rico to ensure accuracy of container size, weight, product ordered, ship to location and contact, receiving port, currency, and any applicable taxes before releasing to freight forwarder for processing and delivery. Use freight forwarder database to verify shipping documents which included bill of lading, certificate of analysis, MSDS and customs clearing house documents were sent to customers. Verified data on bills of lading met customers specifications. Implemented working knowledge of regulations around international trade procedures. Worked closely with manufacturing for ETA of production to meet customers requested delivery dates, supply chain to confirm availability and prioritize allocation of existing products to meet customers delivery needs, and product management teams as well as with region CSRs to ensure a good customer experience. Communicated with region CSRs, manufacturing, supply chain and product teams regarding any issues around product availability in order to give customers any advance notice of delayed shipments. Also worked closely with freight forwarder regarding customer authorization regarding delays due to limited port accessibility, changes in delivery ports and any issues with customs. Obtained customer authorization before shipping partial shipments . Met weekly with freight forwarder to review current issues for plan of resolution, review any ongoing issues for progress towards resolution and kept log of all resolved issues in database to track trends and implement fixes where necessary. These meetings provided a forum to identify root causes of issues and develop action plans for resolutions. Root causes could range from more training needed for CSRs to freight forwarding agent checking, manufacturing, etc.) Provide timely follow-up communication to all parties involved once issues are resolved.

SC Foster, New Castle, DE August 2013 – June 2015

Customer Service Representative

Processed customer sulfuric acid order requests received via telephone, FAX and or email and arrange deliveries via truck, railcar, or barge with 3rd party vendors. Handled daily email, and paperwork and cooperated with vendors regarding shipping problems. Interacted with dispatchers, management and receiving plant personnel daily to ensure timely deliveries. Manage wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Promptly responded to general inquiries from members, staff, and clients via email and fax. Interacted with customers and production team to expedite orders. I also contributed to the AP/AR process by forwarding invoices to customers, ensured payments received were applied to appropriate invoices and followed up with customers if and when an invoice had been short paid. Maintain daily required standard phone metrics by answering 97% of calls before second ring. Assisted team members with updating SOPs for storage in Sharepoint.

Agilent Technologies, Inc., Wilmington, DE November 2007 – April 2013

Sales Administration Customer Account Representative

Implemented new processes and systems for improving customer service satisfaction. Provided an elevated customer experience to generate a loyal clientele by becoming a knowledge expert for processes for Genomics products, automated systems and Agilent’s Educational Grant Program. As part of the business center team an 800# line had to be maintained where calls were directed to appropriate individuals and departments. An example of integrity while answering the calls was to take ownership of every call. I have developed a reputation as an efficient service provider with high levels of accuracy as I worked closely with the collections team to resolve any invoice/payment issues. Worked closely with the credit team to confirm and/or verify customers’ ability to pay outstanding invoices and develop an agreeable payment plan or arrange for product return. Worked closely with Contracts team to confirm contract verbiage was in compliance with Federal regulations for domestic and international exchanges. Also, worked with insurance provider to add educational and government customers as additional insured to protect purchased systems. Arranged and processed orders for loaner equipment until actual system ordered by customers were completed and ready to ship. Most systems were made to order. Served as main liaison between customers, management and sales teams for West Coast and Canada regions. Provided effective communication and customer service support to the sales, marketing and administrative teams on a daily basis. Handled daily heavy email, phones or paperwork and cooperated with the account departments on invoice and shipping problems. Advocated inter-department cross-training for team members to provide efficient back-up coverage when needed. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Promptly responded to general inquiries from members, staff, and clients via mail, email and fax. Interacted with customers and production team to expedite orders. I also contributed to the AP/AR process by forwarding invoices to customers, ensure payments received were applied to appropriate invoices and followed up with customers if and when an invoice had been short paid.

Education:

University of Delaware, Wilmington, DE

Project Management Certification, Completed 2011

Wilmington Sr. High School, Wilmington, DE

College Preparatory, Graduated 1983

Licenses/Certification:

CPR/AED Certified

Licensed MD Life Insurance Producer

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