LORI

WENTZEL Kettering, OH

937-***-**** ad27zl@r.postjobfree.com

SKILLS

Issue Reporting

Schedule Coordination

Records Review

Cross-Functional Collaboration

Customer Service

Online Chat Support

Organizational Skills

Call Center Operations

Interpersonal Skills

User Support

Verbal and Written Communication

Tracking and Documentation

Technical Troubleshooting

SUMMARY

A passionate, dedicated professional with a strong background in customer service who is a loyal employee looking to utilize skillset to grow within a supportive, productive and successful environment. EXPERIENCE

SERVICE LINE SCHEDULER 07/2023-Present

Kettering Health Network – Cancer Center

•Provide patients with the support they need at each step of the journey.

•Assist patients in finding support groups.

•Provide additional education, emotional and practical support. SENIOR PRODUCT SUPPORT SPECIALIST 03/2023 – 7/2023 Insulet

INSULET OMNIPOD SENIOR PRODUCT SUPPORT SPECIALIST

•Demonstrate customer relations skills and maintain a positive company image during all the OmniPod System, policy, procedural or related diabetes questions.

• Determine and resolve escalated issues using existing guidelines. Conduct follow-up calls with the customer, in a timely

manner.

•Document all customer communications including steps taken, follow-up and update in the CRM.

•Participate in continuously identifying opportunities for process efficiencies.

•Meet or exceed key performance and productivity such as quality, courtesy, expertise and schedule adherence. CUSTOMER SUPPORT SPECIALIST 11/2021 - 07/2022

CSafe Global - Dayton, Ohio

•Provide support to global network of customers including pharmaceutical companies, freight forwarders, and airlines

•Assist all personnel, third parties, and processes for lease management and fulfillment

•Responsible for managing incoming calls, timely response to emails, provide quotes to customers, receive lease requests, all aspects of data and order entry, and provider excellent problem-solving skills to ensure positive customer experience

•Track End of Lease field units in real time with the customer and logistics team to ensure units are returned Serve as a cross-functional liaison for customer between sales, maintenance, production, and service centers ONBOARDING SPECIALIST 08/2017 - 11/2021

LexisNexis - Dayton, Ohio

•Manage and coordinate new customer onboarding activities to ensure seamless transition into LexisNexis solutions

•Primary customer-interfacing contact to provide solutions for onboarding issues and opportunities

•Diagnose and resolve problems utilizing department tools, resources, business judgement, and expertise

•Promote excellence through high individual productivity, accuracy and efficiency and work effectively in a team environment by balancing and prioritizing responsibilities CLIENT SERVICES REPRESENTATIVE 08/2016 - 08/2017

•Manage external/internal inquiries the process orders and system changes

•Partner with sales for order fulfillment, customer services and smart database administration to customize accounts for new and existing prospects and clients

•Provide support to the marketing team and assist with customers' research CUSTOMER SUPPORT SPECIALIST 11/2014 - 08/2016

Wright State Physicians - Fairborn, Ohio

•Efficiently and effectively resolve all patient service requests

•Process and maintain all patient's information and coordinate appointment schedules with all relative departments CUSTOMER SUPPORT SPECIALIST 05/2011 - 06/2012

LexisNexis - Dayton, Ohio

•Build vital, positive relationships with clients by giving high quality telephonic support in a manner that exceeded expectations

•Maintain strong customer support through troubleshooting and customer education and serve as a liaison for departments

•Manage highly sensitive, pertinent information, resolve TCP/IP problems, and dispatch problem tickets VOLUNTARY WORK

Alzheimer's Association

•Toastmasters International Member

•LexisNexis Operations TEAM Spirit & Employee SPIRIT

•Moms4Miracles Yearly Golf Outing and events – making miracles happen for children with cancer

•Alzheimer's Association, 5k Walk, Stage Manager since, - Annual stage manager is responsible for smooth execution of the even, ensuring all presentations are executed on time and manager riser use and placement EDUCATION and TRAINING

Wright State University - Fairborn, Ohio Bachelor of Arts

•Social & Industrial Communications, 01/1995

•Organizational, Sociological Influences, Workplace Communication, Organizational Change

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