JANET HOOVER

913-***-****

ad1air@r.postjobfree.com · www.linkedin.com/in/janet-hoover-822383236

EXPERIENCE

JULY 2023 – PRESENT

CUSTOMER CARE REPRESENTATIVE I, QUEST DIAGNOSTICS

Handle all customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.

Report laboratory results to clients and patients using established protocols.

Document reporting or call history in required format and maintain complete and accurate records.

Contact the client to resolve routine matters related to patient testing and result reporting.

Report client concerns using established protocols.

Provide education and guidance to clients about Quest Diagnostics lab processes.

Escalate issues as appropriate using established protocols.

Other duties as assigned.

JULY 2017 – APRIL 2023

CUSTOMER SERVICE ACCOUNT MANAGER, SMITHS INTERCONNECT AMERICAS INC

Manage all aspects of individual account representation to the level of Smiths Connectors service expectations.

Work internally for preferred delivery

Major account assignment (inside and outside of defined territory)

Build rapport with Key Accounts to create a positive customer experience with Smiths Connectors

Proactively communicate to Key Customers monthly

Pricing authority per guidelines

Conduct review of all incoming Purchase Orders to ensure that we can comply to customers’ expected requirements

Upon conducting review of all incoming Purchase Orders, route internally for approvals to accept customer Purchase Orders

Receive, process and respond to all incoming account orders, inquiries and complaints with appropriate level of customer satisfaction defined by Smiths Connectors.

Check stock and assign ship dates accordingly for each order handled.

MARCH 2015 – OCTOBER 2017

MEMBER TEAM MANAGEMENT, CVS PHARMACY

Various duties including up to but not limited to: management, customer service, merchandising, general operations, and human resources

Open and close the store, cash handling, reconciling drawers and store safe, stock merchandise, price changes

Maintain customer/patient confidentiality, handle all customer relations issues in accordance with CVS policies

SEPTEMBER 2011 – JULY 2017

CUSTOMER CARE REPRESENTATIVE II, KGP LOGISTICS

Perform order management functions including but not limited to: order entry, providing order status, managing change orders, expediting orders, holds maintenance, and order releases to achieve budgeted financial objectives in revenues and gross margin

Team with Field Sales and other company resources to drive additional revenues, margin, and sales to maximize efficiencies to assigned territory

Provide excellent customer service by accurately responding to customer inquiries in a timely and professional manner

Provides pricing and availability quotes to customer and recommends alternate products when appropriate

Achieve productivity standards by managing call center metrics. Ensure established call center metrics and goals are met

EDUCATION

MAY 1990

HIGH SCHOOL DIPLOMA, SOUTHEAST HIGH SCHOOL

General studies

Focused on computers, office and clerical skills

SKILLS

Management

Multiple ERP and CRM programs

Strong customer service

Data entry, order entry, quoting

Microsoft Office knowledge

Internet, e-mail, cash handling

ACTIVITIES

2021 Programme Excellence Award for working with customer 3M to quickly produce life-saving respirators.

Volunteer with Harvesters

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