MICHELE KNOTTEK

**** ******** **. ********, ** 19020 267-***-**** acywfv@r.postjobfree.com

www.linkedin.com/in/michele-knottek

SENIOR CUSTOMER SERVICE & IMPLEMENTATION ACCOUNT MANAGER

Customer Service and Implementation Account Manager with proven talent for developing training manuals and SOPs, conducting training sessions for employees and vendors, managing database implementations, and initiating continuous improvements. Analytical and action oriented establishing and implementing metrics that drive customer satisfaction and business growth. Excellent computer and technology skills and in-depth management of intranet. Self-motivated, detail and solution oriented team player using effective project management initiatives and strong interpersonal and communication abilities to meet client/customer needs and company objectives.

Pharmaceutical Industry Experience

Customer Service Experience

Continuous Improvements

Strong Communicator

Conflict Resolution

Customer-Facing Selling Techniques

Integrate System Implementations

Build Vendor/Client Relationships

Analytical & Decisive

Training & Development

Build Multicultural/Cross-Functional Teams

Innovative Training Development. Coached customer service skill development, and developed Sales Operations training manual and new hire checklist. Created Siebel training manuals and Siebel Call Center SOP to ensure local SOP requirements were met. Developed and conducted interactive, hands-on Siebel training sessions for employees and vendors in person or via web. Trained all new Krames sales representatives and Sales Operations representatives on Oracle database.

Client and Customer Care Logistics. Built client relationships while assessing needs and suggesting solutions. Provided product and procedure knowledge to patients, vendors, customer care and sales representatives. Tracked orders and territory activity for strategic planning. Systematized Customer Care Remedy (intranet) information resource and uploaded all new and revised PRB approved Customer Care Scripts. Client contract processing including database entry and customer billing.

Educated in Business Management, Communications, and Oracle Certified. Has thorough knowledge of Microsoft Office, Siebel, Concur, SAP, Oracle, Oracle Subscription System, JD Edwards.

PROFESSIONAL EXPERIENCE

NOVO NORDISK, INC, Plainsboro, NJ March 2010 – November 2016

Senior Customer Care Coordinator

Identified adverse events for all Novo Nordisk, Inc. products per FDA guidelines from customers via phone and email.

Triage and evaluated quality complaints for all Novo Nordisk, Inc. products from customers via phone and email.

Created and revised Siebel Call Center SOP to ensure local SOP requirements were met.

Trained employees and external vendors on Siebel Call Center Database used to log customer calls and emails.

Created Siebel Training Manual for Customer Care and Vendors’ staff.

Systematized Customer Care Remedy information resource and uploaded all new and revised PRB approved Customer Care Scripts.

Ran various ad hoc reports in Siebel database for trend analysis, sales tracking, and management review.

Answered questions and provided solutions to patients and healthcare providers regarding Novo Nordisk, Inc. products, having a thorough, broad knowledge of all offerings.

Collaborated with management to create Opt In Script aligned with SOP 125651.

Worked with vendor, Epsilon, to track Opt In request for various marketing programs.

MICHELE KNOTTEK PAGE 2

MEDIMEDIA, Yardley, PA April 2004 – March 2010

Senior Sales Operations Representative

Placed and tracked orders, triage customer complaints, checked inventory through FCA, and sent samples and mass mailings of product education materials.

Trained all new Sales and Sales Operations representatives on Oracle database as well as on resources available to assist in sales.

Developed Sales Operations Training Manual and new hire checklist to enhance and streamline onboarding activities.

Processed all new Krames On Demand (KODi) and Krames Online (KOL) licensing contracts valued at $939K in total.

Sales Rep for Government territory selling print and electronic products by cold calling, providing samples, delivering quotes and conducting demonstrations.

Ran territory reports for strategic territory call planning and analysis for approximately 30 accounts.

Prepared quotes, licenses, and payment vouchers for electronic and print products, negotiated with customers, and interfaced with management for approvals.

Ran monthly and quarterly sales reports regarding new licenses for management review.

CORPORATION SERVICE, West Trenton, NJ February 2003 – April 2004

Customer Service Representative

Prepared and filed paperwork for new corporations and limited liability companies with the State of New Jersey for approximately 200 entities.

Researched company statuses.

ORAPHARMA, INC., Warminster, PA January 2001 – June 2002

Customer Service Representative

Provided order processing and tracking, product education, and evaluated product complaints in support of sales reps, management, and office staff in biotech pharmaceutical company.

Educated and provided information regarding product to dentists throughout the United States.

Established client relationships including understanding needs and making product suggestions, placing orders, resolving customer complaints, and triage invoice disputes.

EXPRESS SCRIPTS/DPS, Horsham, PA September 1996 – April 2000

ASC Specialist

Managed prescription benefits for major health insurance plans in call center environment.

Acted on behalf of the supervisors to resolve escalated issues such as prescription coverage denial from patients, doctors, and pharmacists.

Monitored 125 CSRs’ schedules and customer service issues, and guided with coaching and development of skills.

EDUCATION AND PROFESSIONAL DEVELOPMENT

B.S. in Business Management, Philadelphia University, Philadelphia, PA

Graduated summa cum laude - December 2016

Oracle Certification, Oracle University, Siebel 8.1. x Application Administration Ed 1 - August 2015

Communication Skills Seminars, Nationals Seminars

Communicating with Tact, Professionalism & Diplomacy, Managing Emotions in the Workplace and Excelling Under Pressure and Breaking Bad Communication Skills & Strengthening Your People Skills in the Workplace.

COMPUTER PROGRAM KNOWLEDGE

MS Office, Siebel, Concur, SAP, Oracle, Oracle Subscription System, JD Edwards

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