Customer Service Manager

**** ************ *****

Hillsborough, NJ *****

Phone 908-***-****

E-mail *************@*****.***

Penelope (Penny) Richardson

Work experience

Aug 2013 - Present Lowe’s Companies, Inc Hillsborough, NJ

Customer Service Associate

Responsible for processing customer returns and issuing refunds via cash, credit card or store credit in a high volume location

Responsible for processing credit card and business account applications in store

Assist with customer queries either in store or over the phone

Responsible for processing over the phone sales as well as in store purchases

Responsible for processing, locating, staging and tendering on-line orders

Strong command of the Lowe’s point of sale computer system and computer software programs

Excellent communications skills with customers and other associates

Feb 2013- Jul 2018 Syneos Health (formerly inVentiv Health Clinical) Homebased, NJ

Principal Grants Associate, Clinical Division

Lead for large global study with approximately 500 enrolled sites to date worldwide, solely responsible for processing monthly grant payments/invoices for 200+ North American sites

Lead grants team to ensure processes are being followed

Ensuring sponsor studies have been assigned to grant administrators

Responsible for overseeing a dedicated payments team and providing training and updates on new processes

Review metrics to ensure the workload of the grants team is evenly distributed

Liaise with other groups involved in Grant Payments (contracts, legal, clinical, finance) to resolve challenges

Create/define/improve processes based upon departmental need

Trainer for new hire employees

Assisting HR with resume reviews as well as conducting 1 on 1 interviews with potential new hires for grants and payments. Implemented excel based test to screen for candidates

Interact with internal and external customers

Assist with technology implementation and process improvement implementation

Answer questions regarding processes and technical questions

Assist departmental leadership to maintain customizable financial tracking, resourcing tools, to measure key performance indicators, ensure accurate revenue recognition and invoicing, facilitate proactive forecasting and identify out of scope opportunities

Influence change within the department when change occurs

Develop, implement and monitor project plans for own projects and provide oversight for those projects assigned to direct reports

Set-up and maintain project files

Set-up and maintain investigator files

Contact study personnel at sites regarding administrative issues

Generate and maintain study-specific tracking spreadsheets (e.g. patient enrollment, regulatory documents, site visits, investigator payments)

Maintain investigator payment documentation

Assist in assembling materials and binders for Investigators’ Meetings

Prepare regulatory binders (Study File Notebooks) for study sites

Order office supplies as needed by project team

Could also:

Perform annual and mid-year reviews for the grants team members

2011-2013 Bristol Myers Squibb (Aerotek) Lawrenceville, NJ

Clinical Grant Administrator

Responsible for the day-to-day management of the GDO inbox which is the repository for all invoice approvals for vendor related activity

Responsible for tracking and printing all invoices and approvals

Responsible for processing payments in IMPACT/CEPAS/SAP on a daily basis, averaging 100+ invoices per week

Responsible for saving invoices and corresponding back up to Shared Area

Receive, scan and save contracts and fund reconciliation’s to the Shared Area

Receive and ship out contracts via Fed Ex

Experience in ONYX saving contracts, amendments, adjustments

2000-2009 Central Moving Systems Bridgewater, NJ

Accounts Receivable

Reported directly to the SVP-General Manager at Mayflower Transit/Central Moving Systems

Responsible for calculating and inputting all billing files pertaining to local, long distance, temporary or permanent storage household and commercial moves, averaging 25+ files on a daily basis

Responsible for photocopying, scanning and uploading all documents in long distance move files to Mayflower Transit or United Van Lines in a timely manner, resulting in zero dollars in late fees/fines

Generated and distributed all daily invoices, averaging 100+ invoices a week

Receive and process all third party invoices pertaining to customer moves

Responsible for generating in-house invoices for storage in transit files and collecting on late or past due payments

Responsible for resolving non or late payments or incorrect billing from other agencies or third party companies on household or commercial moves

Responsible for running, reviewing and separating end of day reports

Investigate and resolve customer queries pertaining to charges incurred for move and or storage

Communicate with customers via phone, e-mail, mail or personally

Responsible for communicating with sales representatives to ensure all commercial billing/projects have been calculated correctly and are ready to be entered before end of month close-out

Responsible for composing and distributing any memo’s regarding billing changes for household moves to drivers/owner/operators and informing dispatch of any changes to billable services

Responsible for other duties as assigned or needed, including covering customer service, writing up bank deposit slips, communicating with dispatch and owner/operators to ensure all documentation is received to pay drivers on a weekly basis, photocopying and faxing documents for claim inquiries

1994 - 2000 PNC Bank Bridgewater, NJ

Teller Supervisor

Supervise three or more full-time and two or more part-time employees

Responsible for weekly scheduling of tellers

Prepare cash shipments and or cash/coin ordering on a weekly basis, which entailed physically handling $100k+ on a weekly basis

Responsible for training new hires, answering or resolving difficult or complex problems presented by other tellers or staff

Daily teller duties such as deposits, withdrawals, loan payments, assisting customers with account balancing, ATM maintenance, access to safe deposit boxes

Verify cash when over/shortages occur or assist tellers when balancing problems occur using knowledge of common errors

Responsible for ordering all banking and small office supplies needed on a monthly basis

Northern Burlington County Regional H.S. Columbus, NJ

Computer Skills

IMPACT

CEPAS

SAP

ONYX

MS Word

MS Excel

AS400

CompuSource billing systems

Clinverse/ClinPay/Bioclinica

PeopleSoft

Kronos

Sterling

Genesis

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