Service Specialist Data Entry

Shannon M. Martinez

**** ********** **. ******* **

832-***-**** ~ **************@*****.***

Summary:

I am seeking a position in customer relations. I have proficient computer, organizational and communication skills. I am a self-starter, detail oriented and able to handle multiple projects in fast paced environments. Proven ability to work independently, prioritize and meet deadlines. Lead DSS over 6 other Mid-America Distribution Service Specialist

Qualifications:

Proficient in Windows, Microsoft Word, Excel, PowerPoint, Outlook, and Internet usage

Data entry, multi-line phones, 10 key, Type 65 WP

SAP

Salesforce

QlikView

NiVizz

AS 400

Avaya / CMS Systems

IEX / Total view

Quick Books

Professional Experience:

Distribution Service Specialist Lead

Amerisource Bergen Pharmaceuticals /Houston 06/15- Present

Updates cross functional area contacts on any new programs, SOPs, service issues or inquires and assists with any current issues or unresolved problems.

Assists with customer problems such as missed shipments daily OS&D reconciliation and resolution (assists in locating missing totes) continually strives for prompt resolution. Frequently assists with coordinating special orders, emergency orders, special requests and shipments to ensure a clear and concise communication channel between all functional areas.

Primary owner for divisional mailboxes from Customer CARE to ensure a timely response. Assists in identifying areas for local process improvement to improve communication to all functional areas.

First level escalation to assist with an explanation of a process or resolve a process issue.

Proactively works with the Director of Operation to review and release customer claim data for disproportionate results each month and works with stakeholders to resolve.

Responsible for driving down the amount of unsolicited returns by conducting thorough research, root-cause identification, and follow-up with the Director Operations or Sales driving proactive customer awareness of issue.

Assists local Operations in reducing the number of suspended return authorizations ensuring timely and complete credit to customers.

Trends mis-pick and damage data by item for improvement with stakeholder.

Research missing totes/cases reported by CARE but not on Over Short Damaged (OSD) report. Communicates with all departments within the Distribution Center as well as Field Sales, Customer CARE, Purchasing Liaisons, Transportation, and other ABC DCs as required.

Makes suggestions and recommendations to Supervisor in an effort to continually improve customer experience.

Complies with all appropriate policies, procedures, safety rules and regulations. Performs related duties as assigned.

Administration

Amerisource Bergen Pharmaceuticals / Houston, TX 11/13-06/15

Establishes and maintains office files makes appointments and arranges meeting rooms as required.

Performs general administrative tasks such as handling the mail, typing, filing and answering phones

Compiles information from various sources and utilizes the information for uses such as generating reports.

Audits and maintains various reports specific to his/her department by checking for errors inconsistencies or discrepancies; makes corrections and notifies appropriate personnel of any modifications.

May process personnel/payroll information for assigned pay group or associates in the department.

Interacts frequently with inter-departmental associates and management for the purpose of resolving workload issues.

Assists and supports department managers in preparing for meetings.

Maintains and promotes positive and professional working relationships with associates and management.

Complies with all appropriate policies procedures safety rules and regulations.

Ability to interact with multiple levels of management and leaders

Performs related duties as assigned by the department

Customer Care Liaison

Amerisource Bergen Pharmaceuticals / Houston, TX 11/12-11/13

Ensure correct escalation when trends are identified. Be named point of contact and manage case load activity to ensure the customer has no reason to call back and have cause to complain due to poor communication.

Identify and escalate any reactive work that could lead to wide scale customer and environmental impact. Ensure any data collected meets required quality to satisfy internal and external audits.

Produce MI as required in order to provide transparency of the customer journey and service improvements made.

Be required to interact and manage working relationships with other areas of the business, at all levels Develop and maintain close working relationships with area work management teams Management of customer call backs through liaison in box for designated areas of the business.

Work with the operations business units to continually improve business processes within the team to ensure the efficient and effective delivery of customer service.

Undertake delegated duties from the Customer Service Manager as and when required. Be flexible with regard to working patterns to meet the business needs.

Review claim, shorts and mis-picks.

Customer Care Representative II

Amerisource Bergen Pharmaceuticals / Houston, TX 11/11 – 11/12

Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution.

Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.

Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly.

Processes all phone, fax, mail, e-mail, dropship and verbal orders from customers.

Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor or Manager in a courteous manner.

Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested.

Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, prices and availability, and changes in stock number.

Communicates with all departments within the Distribution Center as well as field sales associates.

Serves as liaison between customers and field sales associates.

Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.

Complies with all appropriate policies, procedures, safety rules and regulations.

Collections Manager

End Users Supply System / Houston, TX 10/09 – 07/11

Managed the prepaid, monthly, and quarterly payment of collections.

Develop and manage collections and credit programs.

Supervise inquiry of credit risk in clients and providers and observe the collection of totals due to association and handle the daily activities of Collection teams.

Assigns responsibility for collecting on worthless checks and delinquent bills to specific supervisors.

Reviews and evaluates applications, substantiated data, and recommendations in order to determine credit validity.

Establishes credit limitations on customers’ accounts.

Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures.

Inbound Call Center Manager

ACS Inc. / Houston, TX

10/06 - 10/09

Direct call center operations as a liaison between clients, supervisors, and call center employees.

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Conduct group training sessions on financial products and services.

Develop sales techniques of each customer service representative to drive revenue and growth.

Coordinate the interviewing, hiring and training of over 500 customer service representatives.

Monitor interaction between staff and callers to ensure quality assurance standards.

Education:

Enrolled Capella University

Santa Rosa Junior College

Santa Rosa, CA

Montgomery High, 1993

Santa Rosa, CA

Interests:

Reading, Exercise, Music, Pets and Traveling.

References will be furnished upon request.

Contact this candidate