Customer Service Representative

N. Phi Au

*********@*****.***

Cell : 909-***-****)

edical device customer service professional with a 10-year track record of exceptional service and results seeking a challenging position with growth potential in the medical device industry Expertise includes:

SAP Sales Force Order Processing Pre-Fill Billing Training Escalations

Cross-Functional Collaboration Administrative Support

Issue Resolution

PROFESSIONAL EXPERIENCE

Halyard Health (Formerly Kimberly-Clark Healthcare/I-Flow), Irvine, CA 2013-Present Elastomeric Pump Manufacturer

Process all orders for designated region, process all returns, domestic complaints, & warranties, set-up and enter all new accounts into database, responsible for large, high-level distributor orders, process all sample orders for homecare product line, enter pre-fill pharmacy orders and tracings, interface with customers on returns to ensure information is complete within 24-hour processing window, research information in database for customers to process returns under warranty, collaborate with Inside Sales Team on product information, stock availability, shipping information and substitutions for backordered products, process consignment orders and work with Distributor Center to ensure inventory accuracy, support Finance Team with background details to assist with collecting payments, help with department training of new hires on processes and procedures, support Regulatory and Quality departments with processing both domestic and international complaints, manage all Ad Campaign voicemails, calls, educated customers on products Passy-Muir, Irvine, CA 2012-2013

Tracheostomy &Ventilator Speaking Valve Manufacturer Customer Service Representative

Processed customer orders, tracked orders for customers, fielded questions on orders and invoices, educated customers on regular vs. prescriptive orders, performed credit card transactions for prepaid customers, trained new employees on department procedures and policies, screened department orders for mistakes, validated shipping log data against invoices to ensure accuracy, handled escalated customer service calls/issues, routinely vetted and updated customer information, updated logs with order details and information for all “held” orders, printed all invoices for customers, fielded customer inquiries regarding seminars and company’s online webpage content, worked with Supervisor to create more efficient procedures for the department

The Logistics Department, Orange, CA 2009-2012

Logistics Company

Customer Service/Freight Bill Processor

Perform truckloads splits (Crystal) and regular splits for freight bills, resolved issues and discrepancies with customers, audited all freight bills, audited checks prior to distribution, printed and audited daily Freight Bills report, assisted clients with issues and questions, cross-trained to provide support to Claims Department trained co-workers on new invoicing system,

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N. Phi Au *********@*****.*** Page 2

Foundation Family Chiropractic, Rancho Cucamonga, CA 2006-2008 Chiropractic Practice

Office Manager

Trained all office personnel, handled escalated insurance issues, managed all record keeping in Medisoft, handled all bookkeeping responsibilities, ran weekly income reports, verified coding on all billings, performed collections on past due personal insurance payments, tracked time for all Doctor/patient visits, coordinated with attorneys to facilitate payments in PI cases, educated patients on office procedures and insurance coverage, scheduled continuing education seminars for Doctors. EDUCATION & TRAINING

Bachelor’s Degree, Biology ~ Cal State Dominguez Hills TECHNICAL SKILLS

SAP, CTM Bridge, InfoCenter, EtQ, SalesForce, Powerpoint, Outlook ACCOMPLISHMENTS

Multiple Stevie’s award winner for the Customer Service of the year – Pharmaceuticals, Healthcare

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