Customer Service Call Center

LAURA S BOISVERT

*************@*******.***

** ********** **, **********, ** 01824, 978-***-****

OBJECTIVE STATEMENT

Dynamic and dedicated customer service professional with over 15 years of experience in the Life Science industry delivering exceptional support and building lasting relationships on a global level. I am committed to providing flexible solutions to meet customer needs. Seeking to leverage my skills in a role where I can contribute to a positive customer experience and support organizational success.

WORK EXPERIENCE

MILLIPORESIGMA (EMD MILLIPORE) Sept 2013 – current

Remote

Global Strategic Accounts (GSA) Customer Service Excellence Liaison and

Global Key Account Customer Service Coordinator

Acquisitions and organizational transformations lead to changing product and activity scope as described further below while following activities consistently applied over the entire period.

oGlobal support to Strategic Pharma and Biopharma customers and the respective sales organization

oConsulted and supported global pricing strategies for Global Strategic Accounts by compiling pricing details and executing the ERP implementation

oCoordination of the global information flow between internal stakeholders and the customer

MILLIPORESIGMA - Process Solutions Mar 2020 – current

Remote

oWork with multiple GSAs on global supply chain requests

oSet up meetings and support administrative functions to support escalations

EMD MILLIPORE / MILLIPORESIGMA - Process Solutions Jan 2017 - Mar 2020

Burlington,MA

oDeveloped and aligned services of legacy businesses of EMD Millipore and Sigma Aldrich

oProactive management of post notification program for product changes with global customer quality contacts and internal experts

EMD MILLIPORE - Process Solutions Sept 2013 - Dec 2016

Burlington, MA

oDeveloped and aligned services of legacy businesses of Pharm Chemicals Solutions (EMD) and Bio Process Solutions (Millipore)

oProactive management of post notification program for product changes with global customer quality contacts and internal experts

oSupported complex complaints

oEstablished a link to Asian Key Account sites

oSet up and assisted with additional merger trainings

MILLIPORE / EMD Aug 2010 - Sept 2013

Billerica, MA

Customer Care Generalist

oFirst contact for customers through phone and e-mail

oManage and prioritize commercial, technical and regulatory customer requests

oResponsible for quality documentation requests (ie. MSDS, Shelf-Life Letters, and other Certificate requests)

oResponsible for data administration in Salesforce.com

oWeekly and monthly time management activities

oProactive in best practice sharing (ie. documentation of expediting customer requests and training Customer Service in the daily activities)

MANPOWER / MILLIPORE Jan 2009 - Aug 2010

Customer Service Representative

oAwarded top performer for Golden Invites

oOversaw 5 preferred accounts, 1 key account, ensured customer satisfaction

oProcessed customer orders via phone and email (Standing, Blanket, LRW, and Standard orders)

oManaging a large volume of calls from customer, sales representatives, and tech support

oDaily use of Oracle, Lotus Notes, EDI, Web database, Ariba, and SalesForce.com

AAA MERRIMACK VALLEY, North Andover, MA May 2006 - Jan 2009

Membership Supervisor / Marketing

oWorking Supervisor for a staff of 5 direct reports

oOverseeing weekly coverage schedule

oSupport to 5 regional offices (25 towns in Massachusetts and a total of 225,000 members)

oFocal point of daily operational and customer escalation issues

oExecution of the Membership Retention model

oReview of promotional print media

oRegular reporting to upper management

COMPUTER SKILLS

MS Office 365, MS Teams, Salesforce.com, Foundry, Palantir, Oracle, SAP

EDUCATION

MIDDLESEX COMMUNITY COLLEGE, Lowell/Bedford MA in progress

oAssociates in Life Science

MIDDLESEX COMMUNITY COLLEGE, Lowell/Bedford MA Spring 2012

oCertificate in Travel Service Management

SALEM STATE COLLEGE, Salem MA Spring 2005

oBachelor of Science Degree in Marketing

oMinor: Photography

OTHER EXPERIENCE

THE COMMONWEALTH OF MASSACHUSETTS, Boston, MA Jul - Dec 2004

Domestic Marketing Intern, Office of Travel and Tourism

Update of Massachusetts Getaway Guide/Intern Editor.

Attended meetings on strategic planning, advertising and photo shoots

Supported marketing analysis of distribution channels/projects

MASSPORT FALCON CRUISE PORT TERMINAL, Boston, MA Jul - Nov 2004

Assistant to Property Manager

Customer relations and assistant to ticketing operations and Floor Service Representatives

MASSACHUSETTS BAY TRANSPORTATION AUTHORITY, Boston, MA Jul - Aug 2004

Materials Department Intern

Processed and input data into People Soft used for inventory analysis.

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