Care Representative Service Rep
Resume:
EMPLOYEE CURRICULUM VITAE (CV)
Employee Name
Jeaneen McDuffie
BMS Employee ID
00495668
Job Title
Customer Care Representative
Division
Worldwide Patient Safety
Functional Area Description
U.S. REMS Customer Care
Position Start Date
10/14/2019
Date Modified
1/29/2021
Location
556 Morris Avenue, Bldg. S6, Summit, NJ 07901
PROFESSIONAL EXPERIENCE
Celgene/Bristol Myers Squibb- Summit, New Jersey
Customer Care Representative
March 2020-Present
• Process surveys for prescribers and patients for all Risk Evaluation and Mitigation Strategy (REMS) programs via the Inbound team.
• CCRs provide exemplary service to patients, prescribers, pharmacies, and commercial sales staff regarding the Risk Evaluation and Mitigation Strategy (REMS).
• Respond courteously, professionally, and efficiently to customer contacts concerning all REMS products and ensure the patient and prescriber enrollment forms and surveys meet all REMS requirements and are processed quickly and accurately.
• Handle inquires and issues to resolution while following the basic REMS program protocols.
• Ability to work well with peers and other interdepartmental staff.
• Basic understanding of standard call greetings and situational call handling.
• Provide user guidance on REMS self-service channels (IVR, Online portals, and Mobile App).
• The Customer Care Center is open Monday through Friday, 8AM to 8PM Eastern Time and the representative is required to be flexible to changes in shift coverage to accommodate business needs during this time frame.
• Individuals are required to use a telephone, wear a headset, and sit at a desk for extended periods of time.
Key Competency Requirements
Initiative – Being proactive rather than reactive and anticipating needs.
Accountability/Responsibility – Takes ownership of both successes and failures and be open to feedback.
Integrity – Can be relied upon to do the right thing even if no one is looking.
Customer Focused – Put self in customers’ shoes and see their perspective. Put customer first.
Product Knowledge – Understand the use, dosage, effects, method of packaging and distribution of all products. Understand product quality issues and how to respond appropriately.
Process Knowledge – Understand procedures and processes, effectively explain, and implement them.
Technical Knowledge – Learn multiple systems and navigate them to document interactions in a timely manner.
Feedback – Give, receive and apply constructive criticism.
Problem Solver/Critical Thinking Skills – Create unique solutions to issues that are the best fit while preventing additional issues. Apply good judgment based on past experiences and learnings.
Flexible – Willingness to change in the moment to achieve a positive outcome.
Adaptable – Positively embrace different situations, think outside the box for a solution and implement an appropriate solution.
Teamwork – Work effectively with others to achieve goals in a timely fashion, leverage diversity, share responsibility and successes.
Communication Skills – Employ strong listening skills and convey information clearly to audience using a tone that balances friendliness and professionalism. Position information positively while utilizing call handling skills.
Professionalism – Understand the big picture, be aware of both self and others, and maintain composure by demonstrating patience and restraint.
Empathy – Put one’s self in ‘others’ shoes’ by remaining calm, being reassuring, and being mindful that the customer is a person.
NextGen Agency (Dupont) September 19, 2016 January 2018
Customer Service Rep
Responsible for coordinating all export deliveries with ocean and air companies.
Prepare orders for shipping to international markets.
Receive, edit, verify, and coordinate information on shipments with production scheduling, warehouse shipping, and customer service departments internationally.
Completes end of month billing.
Resolve inventory allocating problems by monitoring finish goods, anticipating needs, and placing and expediting inventory replenishment.
Verifying receipt of inventory, reconciling transaction reports and manages current client base.
Receive and process incoming orders through SAP Sales Order system.
Implemented SAP Production Planning.
Place sales orders into the SAP Production planning system. Maintain SAP Production planning schedule ensuring that materials were available and scheduled to ship to coincide with customer need dates.
Check SAP open order list daily to pull delivery notes, check inventor and provide paperwork to shipping.
Main point of contact for customer inquiries.
Degree(s), Certification(s), Licensure and or Related Training
If none, please leave blank
Master of Science in Higher Education February 2009- December 2010
Kaplan University, Fort Lauderdale, FL
Bachelor of Science in Computer Information Systems September 1998-May 2003
Mercy College, Dobbs Ferry, NY
Computer Skills
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COMPUTER SKILLS
Microsoft Office (Word, Excel, PowerPoint, Outlook, OneNote)
Working knowledge of the Internet
System installations and debugging; terminal/printer operations
SAP Sales Systems
Customer Service
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