Kerrian A. Dunn

1-857-***-****

Brighton, MA

ad314z@r.postjobfree.com

WORK EXPERIENCE

Customer Service Specialist

TE Connectivity – Medway, MA 09/21 – present

•Coordinates customer and TE Medical Products relationship.

•Provides timely, accurate, complete responses to customer or sales inquiries.

•Independently, or as a team member, investigates and resolves customer issues (delivery, price, quality, product and tooling information, etc.).

•Takes complete ownership of problem resolution.

•Ensures customer report cards and JIT/MLA/Kanban agreements are summarized and understood.

•Utilizes business knowledge to recognize sales opportunities and prevent the loss of existing business.

•Works in liaison with Sales, Production, Engineering, Operations and other TE functions to satisfy customer requirements.

•Provides information and analysis on customer and market trends to Business Segment Manager.

•Coordinates meetings and general information exchange between customer and TE Medical Products.

•Active participant in customer visits to TE facilities and makes visits to customer locations when required.

•Represents the customer’s point of view during internal decision-making process.

•Ensures accuracy of information in system, including requesting customer drawings and/or latest revision levels.

•Works with customer and Sales to prepare and monitor monthly sales forecast by customer and product.

•Provides analysis on forecast and actual trends, and regularly communicates issues and implications to

Operations and Business Segment Managers

Customer Service Representative

Millipore Sigma – Burlington, MA 04/20 – 08/21

•Knowledge of SFDC, Oracle, SAP and PC applications

•Microsoft Excel used daily for editing of documents

•Strong knowledge of Millipore's organizational structure, business practices and customer base.

•Acted as a role model of MilliporeSigma’s values and best-in-class business practices.

•Consistently met the challenges of a fast-paced, high-energy environment, while maintaining a strong level of professionalism.

•Demonstrated strong interpersonal communication and written skills, proactive problem-solving skills, and the ability to multitask effectively.

•Excellent listening and telephone communication skills.

•Highly motivated and organized, with attention to prioritizing incoming tasks.

Clarivate Analytics – Boston, MA 08/17-04/20

Customer Service Executive

•Uses a consultative approach when speaking with clients regarding new orders, existing orders, product questions, price quotations, and billing inquiries

•Maintain a working knowledge of a large suite of intellectual property research and monitoring products and be able to make recommendations based on client needs

•Processes new orders via order-to-cash system both in real time while speaking with clients as well as digital requests received via e-mail or Salesforce.com

•Maintains up to date administrative client data in all business systems

•Handles billing inquiries including questions, invoice adjustments, and assists with internal investigation regarding payment receipt and refunds

•Collaborates and communicates effectively both within the Global Service department and when working closely with other key departments including Sales, Search and Watch Operations, Finance, Content and Product Management

•Uses critical thinking and problem solving skills to find resolution to complex external/internal inquiries

•Exhibits an ability to multi-task in a dynamic environment and employ time and task management with minimal supervision

•Previous customer service experience within a business-to-business setting

•Strong commitment to customer service and satisfaction

•Excellent communication skills, both verbal and written

•Active listening skills and ability to tailor approach based on client

•Ability to work through customer conflict and provide resolution using guidelines and judgment (no scripting)

•Must be well organized and exhibit a strong attentiveness to detail

•Ability to be flexible and adaptable based on customer and business needs

•Ability to establish priorities, manage work independently, and meet deadlines

•Must have a working knowledge of Microsoft Office, particularly Outlook, Word and Excel

•Experience with Salesforce.com

Senior On-Site Specialist

Thermo Fisher Scientific –Waltham, MA 09/15-07/17

•Ensures lab equipment and environment complies with established safety and good laboratory standards.

•Chemical and Solvent Tracking – track and label all incoming chemicals and solvents; Scan and file invoices. Ensure accurate chemical records retention.

•Distribute lab chemicals per end user request

•Glassware –Collect & wash used/dirty glassware, (hand washing where required), drying, supply, and restocking of clean glassware to approved storage locations.

•Stock Room - Orders and maintains lab consumable stock room(s).

•Chemical Inventory management of two Chemical Stockrooms.

•Write work instructions for new and existing instrumentation, as needed. Send instructions to document writer for SOP creation.

Customer Service Advisor

Radius Bank- Boston, MA - 05/13-09/15

•Troubleshooting virtual banking issues

•Reviewing applications for potential customers to mitigate risk for the bank • Account opening and maintenance

•Handling customer complaints, requests, and issues

•Worked with customers to provide the best experience possible

Inbound Customer Service Representative/ Claims Resolution Specialist

Delta Dental of Massachusetts – Medford, MA 05/06-09/12

•Provide excellent customer service by answering incoming phone calls from customers and provide information and on-line analysis of claims.

•Maintain exceptional professionalism by handling difficult phone calls and listening and calming customers in the appropriate manner.

•Act as a liaison by providing individualized customer service follow-up to accounts identified by the manager as a special group.

•Identify and process claims with time sensitive deadlines.

•Take ownership of service issues and apply appropriate follow-up and resolution

Shift Supervisor

Starbucks Coffee Company - Seattle, WA 06/99-09/04

•Handled large amounts of cash both bringing it to the bank and counting it.

•Handled employee disagreements and issues.

•Responsible for quality customer service and also for delegating tasks for employees.

•Placed and ensured accuracy of orders.

•Managed 4-6 people simultaneously.

EDUCATION

Boston Latin Academy - Boston, MA June 1999 Katherine Gibbs (some college work completed)

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