LaShawn Jackson

SUMMARY

CUSTOMER SERVICE AND OPERATIONS SUPPORT SPECIALIST

Talented professional skilled at delivering high-quality customer service in a friendly, efficient and thorough fashion, while adhering to all protocols and policies. Adept at utilizing abilities in problem-solving and analysis to diffuse difficult situations and resolve issues, thereby ensuring customer satisfaction. Extensive experience working with company management to optimize operations, maximize process efficiencies, identify and resolve shortcomings, while providing detailed recommendations to improve overall performance.

SKILLS

Data Analysis

Account Management

Business Operations

SAP

Data Management

Sales

Process Improvement

EDI

Quality System

Device Reporting regulations

Data Processing

AS400

Forecasting

CRM

XPERIENCE

Flexan, Lincolnshire, IL January 2023 – August 2023

Customer Service

Promptly responding to customer queries via email

Immediately escalate serious complaints or issues

Liaison with team members or managers to find the best solutions to customers’ issues.

Identify common problems and escalating them to management, along with possible suggestions for improvement, wherever possible

Maintain a polite, helpful, and professional manner always.

Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.

Understand new products and services as they are introduced.

Attend workshops and meetings as required.

Provide training to new customer service agents.

Respect client confidentiality always

Demonstrate flexibility in satisfying customer demands in a high volume, production environment.

Medline Industries, Inc. - Waukegan IL March 2022-Oct 2022

Account Representative SPT

Product support for approximately 70+ Sales Reps

Sales Reps contact for SPT trays, new quotes, revisions.

Participate in quoting for new Customers or retaining existing Customers.

New Tray closings

Write and process ECN’s.

Sample coordination, shipping and delivery of tray prototypes and component samples for sales force

Provide cost, pricing, margin and product information to sales force.

Develop and maintain analytical spreadsheets calculating margin, spend, savings opportunity,

Source/set up new components with outside vendors.

Identifying and communicating with sales representatives on all margin improvement opportunities, including

by not limited to product conversion, packaging enhancement, product placement.

Baxter Healthcare – Largo Fl August 2021-Dec-2021

RTS- Customer Service Representative-Temp

Resolves technical problems that originate by telephone in a call center/help desk environment.

Answers questions related to home dialysis devices, from both clinics as well as patients.

Diagnoses, identifies, and isolates problems based upon comments and complaints; may route some calls to available specialists in more complex and difficult cases. Maintains and records data.

Peer Bearing Company - Waukegan, IL June 2017 – Aug 2021

Customer Service Representative

Distribute interdepartmental emails and orders to designated co-workers.

Assign SAPS (EDI) orders to co-workers.

Enter pricing and produce reports daily.

Complete general office tasks such as faxing, data entry, and filing.

Perform all aspects of sales support to RESUME, customers, and Outside Representatives, etc.

Follow-up regarding quotes

Respond to all inquiries from customers - both internal and external - in a timely and professional manner.

Process orders, respond to customer complaints, generate return goods authorization paperwork, provide shipping information and trace shipments as needed.

Analyze stock situations for customers and troubleshoot any issues that arise.

HealthSmart -Waukegan, IL March 2015 - March 2017

Sales Operations Analyst

Coordinated analysis of sales operations, with a focus on finding efficiencies in the order fulfillment process

Oversaw the analysis and development of the Company's sales and supply chain operations, aimed at fulfilling client orders.

Managed the implementation of process improvements by coordinating deployments of process changes and communicating with staff to collect crucial feedback.

Led a review of the supply chain to identify key areas in need of improvement.

Coordinated the collection of data from multiple sources with a focus on maintaining information security, while using data to develop insights into key business operations.

Developed comprehensive reports designed to provide management with the requisite information necessary for business forecasting and management operations.

Managed investigations into deliveries and other issues for clients, providing updates on delivery times and resolving issues with damaged or defective products.

Baxter Healthcare Deerfield, IL May 2006 – March 2015

Customer Service Specialist

Coordinated support for homecare patients, focusing on arranging coverage and services for patients

Facilitated services by scheduling staff and directing customer service operations

Maintained high audit and quality assurance ratings throughout operations by consistently reviewing and adjusting operational policies for better performance

Led training and continuous mentorship for new staff, with a focus on developing core job skills and the coordination of professional development opportunities

Managed the setup and maintenance of client accounts by managing system operations, while coordinating staff activities to better service patients

EDUCATION AND TRAINING

High School Diploma1991-1995

Certification: Medical Coding and Billing

Computer Systems Institute Skokie, IL

224-***-****)

ad0x31@r.postjobfree.com

Kenosha WI 53144

Kk

Zion, IL 60099

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