Toni Ferrell

ad1ppp@r.postjobfree.com 410-***-****

Professional Summary:

Initiative-taking and resourceful customer service representative, face to face and call center experience. Proficiency with SAP CRM and ECC, Salesforce, Workday, FSM, Oracle, Peoplesoft, Iris, Avaya and Microsoft 365. Exemplary written and oral communication skills. Excellence in de-escalating customers with professionalism and diplomacy. Confidence in operating office equipment with efficiency. Mastered skill in Keyboard/typing and 10 key.

PROFESSIONAL EXPERIENCE:

-Patterson Dental, Laurel MD 5/28/2022-Present

BRANCH PROCUREMENT SPECIALIST:

-Manage equipment life-cycle: Sales quotation, order, receiving, invoicing, returns, schedule job site evaluation, resource planning,staging,inspection and inventory management.

-Monitor Gross Margin for equipment specialists and territory representatives.

-Work closely with the installation coordinator to plan and efficiently schedule installs.

-Procurement of all equipment orders from internal /external customers, while maintain inventory of items.

-Manage invoices, prepare and send purchase orders, process credits and returns, file ucc’s on some equipment.

-Count and reconcile inventory quarterly.

-Work with internal and outside vendors to confirm finance approvals and create contracts.

-Work with Vendors to research and correct any price discrepancies.

-Continual learning and improving of processes for department.

-Patterson Dental, Laurel MD 6/29/2021-5/28/2022

Tech edge coordinator:

-Prioritize new installation jobs from equipment specialists in order of importance, time and/or emergency circumstances.

-Work closely with equipment specialists and procurement specialists With installation planning and logistics.

-Assign installs through communication with lead install technicians, and Dr.’s office.

-Monitor installations assigned to technicians. Provide additional manpower, parts and time when needed.

-Responsible for completion of installation through punch lists, installation follow up and ordering Of necessary parts.

-Work closely with procurement specialists, equipment specialists, technicians, contractors,doctors and warehouse personnel.

-Create contractual agreements for disconnect/reconnect requests. Review charges and explain in detail the process of work requested to doctors.

-Ability to exercise flexibility and critical thinking when accommodating changes in scheduled installations, manpower or needed delivery/pickup.

-Close service installation orders In CRM monthly

-Back up to service coordinator in regards to scheduling repairs, reviewing invoices, and making credit adjustments when approved by manager.

-Ability to operate forklift and stage equipment for installation jobs in warehouse.

-Learning ordering of parts

ACS/BGE an Exelon Company 07/2020-6/28/2021

Customer Service Representative II:

- Respond to all customer inquiries/complaints regarding gas and electric emergencies, collection, energy assistance, service orders, billing, general business, electric deregulation, delivery service, marketing, and gas options

- Enter or adjust data to customer accounts in the CC & B system

- Respond to emergency demands in utility operations using effective crisis management skills involving gas and electricity emergencies.

- flexible and available to complete special assignments. Perform other related job duties as assigned.

- Demonstrated knowledge of Company operations, special programs. Making it a priority to review and study all updated guidelines.

- Essential personnel status, works during storms and other critical times

Valet Living, Tampa FL 07/2018-6/2019

District Manager:

- Total management of delivery of services for 12 apartment communities in the

Baltimore metropolitan area.

-In charge of recruiting, hiring and training of all employees within my district.

-Provided on-call and field support to employees, property managers and residents.

-Ensured nightly completion of service rendered by employees.

-Planning, organizing and managing schedules and payroll.

-Making informed decisions with consideration of employee/property impact.

- Creation of daily reports outlining statistics on successful service and areas of opportunity to share with regional manager.

-Create and maintain strong relationships with our customers through accountability, problem

solving and driving consistency of results.

Verizon, Hanover MD 08/2017-6/2018

Business Government Coordinator:

-Provide online support to internal and external customers through account servicing and

maintenance for government and national accounts.

-Provide high level of resolutions to multiple business types, adapting to their personal

needs and requirements.

-Responsible for being solution oriented and initiative-taking, providing first call resolution

including eliminating repeat calls, reducing unnecessary transfers and assisting with

escalations and large research requests.

-Selling the value solutions through strong communication and negotiation skills to improve

the customer experience and increase company revenue.

-Applying technical knowledge to resolve customer issues and aid in evolving technologies

through effective troubleshooting.

Care First, Owings Mills, MD 08/2016-5/2017

Customer Service Rep II:

-Managed inbound calls from new customers, existing customers and providers

regarding insurance eligibility and claim information.

-Adhering to HIPPA guidelines to protect the privacy of every member.

-explanation of benefits, adjustments of claims, explanation of limitations for ADA codes, confirmation

of participation of providers.

-Knowledge of Facets, IWS, SIR, Oracle, GRID and TESIA to perform my role with ease.

-Data Entry of customer account information and transactions

CAPITAL ONE BANK, Laurel MD 01/2016-7/2016

Sr. Customer Service Representative:

-Managed inbound calls from new and existing customers regarding a variety of banking

requests

-Meeting the needs of the customer with sensitivity, privacy and accuracy per banking regulations.

-Address issues, provide support and guidance through de-escalation

-Knowledge of Touchpoint, IRIS, Issuer Direct and Avaya to perform my role with ease.

-Data Entry of customer account information and transactions

-Sell of product and services when appropriate

NASA-GODDARD, Greenbelt MD 10/2007-11/2015

Engineer technician II:

-Acted in support of projects being built on campus by doing the following: Precision cleaning and

processing space flight hardware to specified standards to be used in final flight of spacecraft. Cleaned

and maintained clean rooms and clean tents to ISO standards utilized by NASA. Monitored condition of

clean rooms through particle counts, air flow percentages and humidity and temperature. Data

collection maintained through excel spreadsheet. Reported results to Contamination Engineer to further

asses.

-Performed microscopy upon request of project engineer.

-Assisted in training of new hires. Ensured knowledge of practices, theories and

procedures for new employees. Continuous update of procedures on file to meet the standards and

methodology practiced and set by NASA.

-Utilization of computer data bases, Microsoft office suite, and creation of new databases to solicit and

post vital information as requested by supervisor.

-Appointed member/secretary of safety committee for QinetiQ North America. Updated

Department with current safety procedures and ensuring all procedures are being understood and

adhered to. Documenting minutes to all safety meetings and creating a public file for them to be viewed

by all QinetiQ/NASA Goddard employees.

-Continuous customer interface.

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