Account Representative Virtual Assistant

Alicia Williams

New Philadelphia, OH

Professional Summary

Hardworking Customer Account Representative with 12 years of experience in the pharmaceutical distribution sector, managing key accounts for major drug wholesalers. Proven track record in enhancing customer satisfaction and retention through effective communication and collaboration with cross- functional teams. Skilled in monitoring KPIs and implementing quality assurance practices, including ISO certifications. Committed to delivering exceptional service and driving client success. Work Experience

Customer Account Representative

Centor North America-Berlin, OH

February 2011 to March 2025

• Managed a portfolio of 3 of the largest drug wholesalers. & there client accounts, ensuring high levels of customer satisfaction and retention

• Acted as the primary point of contact for clients, addressing inquiries, resolving issues, and providing timely updates on account status

• Collaborated with cross-functional teams including sales, marketing, and operations to deliver exceptional service to clients

• Monitored key performance indicators (KPIs) such as customer churn rate, average revenue per account

(ARPA), and customer lifetime value (CLV)

• Participated in industry conferences and events representing the company's products/services Education

High School Graduate in General Studies

New Philadelphia High School - New Philadelphia, OH August 1994 to June 1998

Skills

• Microsoft Office

• Customer service

• Organizational skills

• Sales

• Microsoft Excel

Certifications and Licenses

Certified Quality Auditor

April 2022 to Present

ISO 9001 and ISO 15378 Certified Auditor.

GMP Certified and 5S verified. I am familiar with DMAIC and also MATEC. I also have DISCUS program profile.

Driver's License

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