Customer Care Professional
Resume:
Kristie Palakovich
CustomerCare Specialist
Winder, GA 30680
************@*****.***
To acquire a position where I can utilize my extensive experience and proficiency in time management, business development, account management, customer retention and service level, communication, and conflict resolution.
Work Experience
Global Customer Care
Hottinger, Bruel & Kjaer - Duluth, GA
August 2019 to Present
Hottinger, Bruel & Kjaer
Global Customer Care
• provide service quotes to customers depending on equipment needs.
• coordinate logistics between customer and our service lab to ensure service levels are met.
• analyze technician comments for questions and/or obstacles to relay to the customer.
• analyze final services to ensure the customer is billed correctly. CustomerCare Representative
Habasit America - Suwanee, GA
July 2017 to July 2019
• Consistently provides updates to customers regarding their orders and quotes, via Epicor ERP system.
• Determines best method to resolve complex customer care problems to ensure customer satisfaction.
• Answers high volume of incoming calls to address issues and to keep customers informed of the status of their orders.
• Initiates corrections regarding shipments, production errors, etc. as needed.
• Processes expedited orders, communicates with production and shipping to effectively meet customers' needs.
• Provides guidance and mentoring to less experienced CCRs. Amplifier
Customer Service Representative
• Responsible for daily communication with clients ensuring mailings were fulfilled according to deadlines.
• Reviewed specifications from clients and provided needed recommendations to fulfill requests and meet deadlines.
• Created work orders specifying needs from each department to ensure project fulfillment.
• Followed progress of projects addressing issues and providing solutions to ensure deadlines were met.
• Requested quotes from vendors regarding projects for clients to ensure a competitive price was received.
• Reviewed and approved accounting invoices to be billed to clients. Medtronic (formerly Covidien/Given Imaging)
Accounting Specialist
• Processed cash applications for misapplied payments resulting from acquisitions.
• Managed account receivables for accounts totaling $12M.
• Fielded customer phone calls pertaining to inquiries on account balances and various invoice problems including sales tax issues.
• Worked closely with customer service on customer inquiries for shipments, pricing issues, quantity validation, and tracking.
• Reviewed orders on credit hold.
• Worked with site controller in giving recommendations on credit increases. Theragenics, Corp.
Accounts Receivables/ Purchasing Clerk
• Processed cash applications for two subsidiaries, AR totaling approximately $2M each.
• Entered and applied credit card payments for both subsidiaries.
• Maintained Age Trial Balances through collection efforts.
• Confirmed weekly AR balances to management and documented open and ongoing issues.
• Entered weekly cash movement through Journal Entries.
• Entered journal entries for end-of-month close checklist.
• Worked with offsite subsidiary accountants to ensure journal entries were properly entered for end- of-month duties.
• Entered data of complex purchase orders.
Emerald Coast Management Services (managing service for Tiber Laboratories, River's Edge Pharmaceuticals, Kylemore Pharmaceuticals)
Accounts Receivables Supervisor/ 3PL Coordinator
• Managed daily logistics of shipments and monitored pricing accuracy.
• Fielded questions regarding orders, returns, customer inquiries, and complaints from 3PL teams.
• Maintained three separate companies' aged trial balances ranging from $5million- $25million
• Worked closely with National Sales Team on AR balances and disputes.
• Reviewed return goods >$10k for pricing, quantity errors and return anomalies while communicating with management for resolution.
• Worked closely with QA Team monitoring returns, refused / damaged products for return to inventory while following SOP's to ensure product met FDA/DEA requirements. Stiefel Laboratories, Inc.
Supervisor, Account Services (Finance/Collections) Sales Associate, Managed Markets, (National Accounts) Sales Associate, Customer Service Representative (Collections Specialist)
• Data entry of purchase orders and credit memos.
• Responsible for keeping 5 of our top 10 accounts receivables below 3%.
• Reviewed Aged Trial Balance for any outstanding invoices, large collectable deductions and reported on a monthly basis to management. Monitored sales invoices rolling into 0-30+ days past due for payment and resolution.
• Responsible for month end reconciliation of open AR, write off evaluations, review of blocked billing documents, to ensure invoices posted to sales.
• Credit Management - reviewed orders on credit hold prior to shipping. Communicated bankruptcy accounts to legal.
• Maintained documentation needed for FDA reporting of consumer complaints.
• Trained department on FDA required documents and changes in processes.
• Maintained Customer Service SOP's.
• Supported Managed Care Marketing manager in regulatory submissions, program tracking, and ad agency correspondence.
• Researched data for market overview of brand product line.
• Provided support to Sales Team in administrative, mailings, research and analysis.
• Attend offsite meetings and Trade Shows when requested. Education
Some in Business Administration / Early Childhood Education (not completed) University of Phoenix
2008
Management & Leadership Skills for First
Rockhurst University Continuing Education Center
2006
None in Bus. Admin (incomplete)
Gainesville Jr. College
1993 to 1995
High school diploma or GED
Skills
• Epicor
• Sap
• Database
• As/400
• Customer Care
• Customer Support
• Customer Service
• CSR
• Managed Care
• Accounts Receivable
• Sales Support
• Microsoft Excel
• Accounting
Additional Information
Computer Skills: Advanced Skill Level Program Experience: Sales Force, SAP, EPICOR, AS/400 Database Experience: ACT, Access
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