Service Agent Customer

Treena Coleman-Hunt

**** ******** **, * ************, VA 23234 804-***-**** **********@*****.***

Professional Summary

I am a very strong and ambitious customer and results focused communicator with over 20-years of customer service and management experience within the financial and medical industries. Over the course of my career, I have obtained skills through professional training in organizing and prioritizing; conflict management; strategic planning; and problem solving using critical analysis. I have extensive training and experience in customer service and effective communication; along with Predictive Index Management certification; DOT; and training and leadership development. I am also trained in Myers Briggs and a certified Predictive Indexing Analyst.

Experience

Customer Service Coordinator Capital One 03/2019 - present

Resolves customer inquiries and issues while adhering to all Capital One policies and procedures. Service inbound and outbound customer calls.

Export Customer Service Agent ONE: Ocean Network Express 09/2018 - 02/2019

Responsible for providing optimal customer service in assisting customers with international scheduling of cargo, shipment tracking, and problem resolution within a call center setting.

Resolves operational issues with perishable commodities via phone and email.

Worked with internal operational areas to ensure vessel schedule accuracy, make necessary updates; and answer questions in effort to resolve customer issues and meet customer needs.

Utilizing various reports/spreadsheets and software programs on dual monitor set-up.

Access Confidential Research Assistant Access Confidential 03/2017 - 05/2018

Wrote biographies on executives at companies ranging from Fortune 100 companies to small mom-and-pop organizations.

Researched, and parsed through large swaths of information, extracting the most important items for customer/subscriber base.

Handled, researched and completed special time-sensitive projects with a high level of accuracy

Virginia Blood Services 01/1999 - 02/2015

Exempt roles: Responsible for all aspects of the day-to-day management of operations related to component manufacturing, labeling, distribution and hospital relations.

Non-exempt roles: Customer Service agent, responsible for taking electronic/phone orders for patients at area hospitals, pulling and packing, arranging transportation logistics.

Previous roles at Virginia Blood Services: Dayshift Team Leader, Dayshift Team Manager, HS Technician, Manager, and Supervisor

Collaborated with other operational departments to achieve production and distribution goals.

Responsible for the management of staff in Richmond and Harrisonburg across six departments (Central Receiving, Blood Collection/Quality Control, Production/Manufacturing, Hospital Services/Distribution, Transportation, and Rockingham Production & Distribution).

Directed Hospital Services Supervisor and Component Manufacturing Supervisor’s in the efficient, compliant and timely manufacture of all blood and blood products from the time of component production until shipping and distribution.

Handled Audits, Inspections, QA reports, record review, budget preparation and execution, new development deployment, SOP review/updates, staff mentorship and development, and all aspects of previous positions held.

Maintained non-contractual resources sharing agreements and ensured achievement of superior customer standards.

Handled customer concerns promptly upon reporting, providing corrective actions/preventative measures and adequate follow-up.

Responsible for quality control QC, record reviews, assisting with investigation of billing problems and maintained files on all daily transactions.

Electronic and physical order taking, pulling, processing and arrange transport to customers.

Managed and evaluated inventory levels to ensure customer needs are met, works along with Medical Director in advising hospitals during inventory shortages.

Ensured staff adhered to regulatory agency guidelines and department Standard Operating Procedures.

Responded to and developed corrective action plans resulting from financial audits and NRC, AABB and FDA audits.

Handled billing issues, customer concerns and communications to recruitment collections on inventory needs.

Consulted with Medical Directors and other hospital physicians and staff on inventory needs and measures to ensure adequate levels.

Evaluated inventory, track, and trend and report department statistics, manages off-site inventory and staff at various remote locations.

Declared needs and excesses for resource sharing purposes.

Handled Audits, Inspections, QA reports, record review, budget preparation and execution, new development deployment, SOP review/updates, staff mentorship and development.

Supervised and evaluated staff productivity, established individual and department goals and objectives and assisted with hiring, disciplinary and performance appraisals.

Prepared, conducted and reviewed validations, training modules, SOPs, report maintenance and served on company boards/teams: safety, quality board, technical team.

Handled all transportation logistics and managed staff to include dispatchers and drivers.

Supervised and evaluated staff productivity, established individual and department goals and objectives and assisted with hiring, disciplinary and performance appraisals.

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