Customer Service Representative

Melissa Felix

978-***-**** • **************@*****.*** • Lake Worth, FL

linkedin.com/in/melissa-felix-67b48152

Customer Service • Client Success • Account Management • Logistics • Supply Chain

Education

Associate of Science (AS)

in Computer Applications

Computer Learning Center

Advanced Training

Compliance

Product Quality Assurance (QA)

ISO9000

AS400

Dangerous Goods

HAZMAT Management

Competencies

Business Development Strategies

Sales Team Support

Pre-/Post-Sales Services

Customer Service Excellence

Portfolio Management

Product Management

International Importing & Exporting

Request for Proposals (RFPs)

Pricing Strategies

Competitive Analysis

Order Management

Distributor / Vendor Management

Hiring & Onboarding

Training & Development

Strategic Communications

Personal Skills

Team Leader / Team Player

Executive-Level Interactions

Customer / Client Engagement

Partnership & Relationship Building

Cross-Functional Collaboration

Analytical / Goal-Driven

Organized / Detail-Oriented

Innovative Problem Solving

Strong Verbal, Written, Presentation, & Interpersonal Communication

Technical Knowledge

SalesForce

Customer Relationship Management (CRM) Systems

Web-Based Applications

Electronic Data Interface (EDI)

MS Teams

Microsoft Office Suite to include MS Excel, Outlook, PowerPoint, & Word

Delivers customer service excellence and pilots improvement initiatives yielding client success by managing complex accounts and enhancing logistics operations. Provides pre-/post-sales support services ensuring business growth, product development and distribution, and importing/exporting compliance. Builds partnerships by collaborating with cross-functional teams and cementing relationships with clients driving revenue and account retention.

Current Experience

Account Coordinator

Cambridge Isotope Labs Tewksbury, MA 5/2016 to Present

Pre-/post-sales client support coordinator with oversight of large product shipments across major distributor accounts in China. Partners with Sales Director and executive team to manage contracts, logistics, and request for quote (RFQ) responses. Coordinates cost analysis and pricing strategies with department leaders ensuring maximum profitability. Responds to customer inquiries and resolves client issues within technical and administrative functions. Manages orders and product exporting maintaining compliance with international and domestic regulations.

•Sole support provider to Business Development Manager in China...Bolstered sales growth by building customer relationships delivering $124M revenue with 20 major clients.

•Spearheaded transactions for 1K international orders annually with 10K line items and 2K orders/4K units across domestic account portfolio.

•Onboarded, trained, and mentored 10 new hires ensuring high performance within high-volume, fast-paced environment.

Additional Experience

Customer Service / Account Manager

Bandwagon, Inc Wilmington, MA 7/2012 to 3/2016

•Collaborated with 12-person cross-functional team ensuring shipping and international importing of 10K orders with transactions covering over 100K product units.

•Partnered with Sales and Product Development leaders ensuring logistic support and product quality perfecting customer service and achieving high customer satisfaction.

•Enhanced customer experience by optimizing internal processes, cultivating new procedure to improve efficiency, and ensuring compliance with governing regulations.

•Primary client contact for enterprise’s major customers; handled client inquiries, resolved issues, processed change requests, and guaranteed adherence to business requirements.

Customer Service Representative

Lantheus Medical Imaging Billerica, MA 12/2010 to 3/2012

•Influenced multi-function operations by handling orders, logistics, and customer relations supporting over 100 clients in portfolio.

•Coordinated logistics to enable services delivering over 500 international shipments to Canada including hazardous material (HAZMAT) processing.

Customers Service Specialist

Bristol Myers Squibb Billerica, MA 6/2004 to 12/2010

•Liaised across customer services, logistics, and shipping departments ensuring timely and accurate product management and distribution across US-based facilities.

•Handled account management as primary contact for GE Healthcare Nationwide; arranged sensitive shipments of highly volatile medical products while maintaining compliance with federal, state, and local regulations.

•Partnered with cross-functional teams to deliver innovative process improvements driving efficiency in ecommerce, safety, and product development.

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