Customer Service Representative

SUSAN TIPLADY-FIORE

North Reading, MA *****

**********@*******.*** / 978-***-****

SUMMARY

Detail-oriented and customer-focused professional with over 20 years of experience in Customer Service, Purchasing, Inventory Management, and Returns Processing. Proven ability to manage high call volumes, resolve complex issues, expedite orders, and maintain high standards of service delivery in fast-paced environments. Adept at utilizing CRM platforms, ERP systems (QAD, Oracle), and MS Office Suite. Recognized for strong interpersonal skills, adaptability, and a commitment to continuous improvement. SKILLS

Customer Relationship Management (CRM)

Purchasing & Procurement

Inventory Control & Order Processing

Returns & RMA Management

Call Center Operations

Conflict Resolution & Escalations

Data Entry & Database Maintenance

MRP, Just-in-Time (JIT), MRO

Microsoft Office Suite (Excel, Word, Outlook)

ERP Systems: Oracle, QAD, Intel PC

EXPERIENCE

Customer Service Representative / Alegeus - Waltham, MA 04/2014 - 06/2025 Resolved high volumes of customer inquiries and complaints daily, maintaining 95%+ satisfaction score. Adjudicated healthcare claim substantiations with precision, ensuring HIPAA compliance. Documented and updated member records in CRM database, adhering to privacy policies. Participated in ongoing product knowledge and service training, staying current with industry protocols. Customer Service Representative / Winter-Wyman - Waltham, MA 12/2013 - 04/2014 Supported claim adjudication and client onboarding for healthcare services. Collaborated with internal teams to resolve escalated client concerns. Customer Service Representative / Moore Staffing - Methuen, MA 06/2013 - 12/2013 Enrolled customers into pharmaceutical survey programs and facilitated voucher activations. Conducted provider verifications and managed fulfillment services. Employee purchase program as a temp at Watts Water Technology, North Andover, MA Customer Service Representative / National Employment - Portsmouth, NH 12/2012 - 03/2013 Provided call center support for pharmaceutical assistance programs. Handled customer data entry, provider research, and follow-up communications. Temporary position through National Employment placed at ONBRAND24 in Beverly, MA Customer Service Representative / Staffing Now - Wakefield, MA 08/2012 - 12/2012 Processed and tracked customer orders; coordinated with vendors for specialty product sourcing. Trained new hires on internal systems and customer service protocols. Managed employee discount programs and special projects. ST

Customer Service Representative / Watts Water Technology - North Andover, MA 08/2006 - 06/2012 Provided support on lease agreements, payments, and returns; handled escalations in absence of supervisor. Trained team members on system tools and policies. Employee and agent audits.

Special projects.

Employee purchase program.

Trained new employees on internal systems.

Customer Service Representative/Collections / Leasecomm/Microfinancial - Woburn, MA 06/2000 - 04/2006 Answering incoming calls in call center.

Answering questions about leases, including payments, equipment returns and collections. Took escalated calls when supervisor not available. Trained new employees on internal systems.

Purchasing Agent / Arrow Electronics - North Reading, MA 07/1996 - 05/2000 Managed MRP and Just-in-Time purchasing strategies for multiple domestic sites. Evaluated vendor proposals, negotiated costs, and ensured timely delivery of materials. Tracked critical project components and documented compliance with vendor policies. Oversaw end-to-end return material authorization (RMA) process in collaboration with customers and vendors. EDUCATION

Merrimack College - North Andover, MA 01/1991

Continuing Education: Production / Materials Management ~ Focus: Inventory Management Associates Degree 01/1983

Essex Agricultural & Technical Institute - Danvers, MA CONTINUING EDUCATION

Production / Materials Management, Inventory Management Purchasing Practice Education, MRP, Just-in-Time, MRO, HIPPA Certified Customer Service Practice Education, ServiceSkills.com