Julianne Merritt

**** ****** **** ** *********, MI 48197 734-***-**** aczcxg@r.postjobfree.com

Professional Summary

Resultsoriented Customer Service Project Analyst with diverse background in management and customer service.

Dedicated to providing excellent customer service and making operational and procedural improvements. Effectively

executes process changes to improve operational efficiency. Track record of managing a wide variety of customer service

issues quickly and efficiently.

Highlights

Client relations specialist Skilled Multi Tasker

Conflict resolution Training and Development

techniques Specialist

Team management Oracle, Kronos, Microsoft

Inventory management Office software

system proficiency

Customer Service

Specialist

Experience

Owens & Minor, Romulus, MI 2008 to 2017

Senior Customer Service Project Analyst

Participated in initiatives for standardization of Customer Service across the network; leads small initiatives as

required.

Performed tasks and provides ongoing support to the Customer Service organization.

Analyzed data trends and develops process enhancements as a result.

Maintained various electronic files. Generated data and reports for the Customer Service Organization and project

team members.

Communicated status of projects to Customer Service Organization and project team members.

Assisted with various tasks such as gathering information relating to specific and/or widebased customer service

issues; leads small tasks as required.

Developed appropriate backup procedures of key databases that contain critical programs or project information.

Educated and trains Customer Services teammates in the use of various technologies.

Developed working knowledge in various software programs in support of Customer Service; acts as subject matter

expert (SME) for Customer Service technologies and telephony systems.

Office Manager

Developed efficiencyenhancing workflow/process improvements that made it possible to accommodate increasing

responsibilities necessitated by staff reductions. Resulted in reduction in overtime and improved customer response

time.

Managed customer service team which consisted of 1014 teammates.

Partnered successfully with warehouse teammates, company analysts, drivers, vendors, purchasing teammates, and

external customers to produce positive results.

Active role in system upgrades at local DC level and throughout company.

Partnered with AR teammates to assure timely billing, credits, and collections.

Conducted daily, weekly, and monthly meetings with leadership and teammates.

Worked with internal and external teammates setting up new customers, EDI transmissions and testing.

Played key role in Distribution Center moves and expansions.

Developed local SOPs and documentation for customer service department.

Key role in managing recall process for local DC.

Maintained HR and Payroll functions.

Experience

Biotronic, Ann Arbor, MI 2000 to 2008

Customer Service Manager

Responsible for directing daily operations of the clinical reporting staff, scheduling department and customer service

department.

Hire and train staff members.

Conduct weekly and monthly meetings.

Setup and review monthly reports.

Responsible for all operational issues 24/7.

Designed and implemented departmental training program.

Reissued SOPs to streamline departmental functions and increase worker efficiency.

Developed departmental after hours on call rotation and policies.

Implemented problem solving tools to drive to root cause analysis, resulting in reduction of internal errors, increased

customer satisfaction and improved employee morale.

Scheduling CSR

Schedule intraoperative surgery monitoring.

Confirm surgery schedule with local hospitals.

Work with area managers to schedule appropriate clinicians for surgery monitoring.

Work with hospitals to confirm and obtain documentation needed for clinician credentials.

Education

Owens & Minor University 2008 to 2015

Financial Inventory Training

Leadership Paths

Customer Service Technical Excellence

Detroit College of Business 1995 to 1997

MajorHealth Administration, Course work

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