Account Manager,Customer Service, logistics management

Jennifer M Berry

MOBILE 617-***-**** • E-MAIL ***********@*****.*** Littleton, MA • 01460

SUMMARY

Customer advocate that understands what it means to provide excellent service - consistently and concisely

Customer service – Able to build strong relationships with colleagues and customers - Willing to go the extra mile for superior solutions

Detail-oriented – Understands that excellent customer service is only possible by paying attention to the details

Thinking/Planning – Willing to work with all parties to resolve urgent scheduling issues and ensure a positive outcome

PROFESSIONAL EXPERIENCE

Order Management Specialist

Nasoya, 2021- Present

Managed the entire lifecycle of customer orders, from entry to delivery, ensuring accuracy and efficiency. Coordinating order processing, inventory tracking, and partnership with various departments to resolve customer resolve order-related issues in a timely manner.

Core responsibility is to maintain communication with the customer to deliver order updates or to address any concerns they may have.

Act as “face of the company” for customers ensuring a white glove customer experience

Coordination of all orders from beginning to deliver

Partnering with various departments to resolve customer issues and ensure that these issues are not repeated.

Customer technical support coordinator

eClinicalworks, 2020-2021

Performed technical support for a high-volume inbound call center regarding medical software offerings. General duties included:

Provide high-level support while enhancing the organization's reputation by accepting ownership for customers' issues, de-escalating issues where required, and ensuring the client leaves the call with their problem resolved and more knowledgeable about the software.

Drive to call resolution through a process of asking clarifying questions, re-stating the customer's primary issue while researching and locating correct information to assist and educate the customer

Responsible for continually improving the internal knowledge base through a process of collecting customer issues and ensuring that the knowledge articles are available to the customer support portal

Ability to multi-task through different system configurations to match the customer system to troubleshoot issues

Customer Service Representative

Brady Corporation, Billerica, MA – 2018 - 2020

Processed 60 service requests per day for resellers of customized identification solutions such as security ID tags, name tags, and lanyards

Generated sales quotations in SAP for the inside sales department during high volume seasons

Resolved about 20 customer inquiries for new orders, quality issues, billing conflicts, and returns

Worked across departments and locations to resolve customer issues on shipping, quality, and financing

Customer Service Representative

Printer Support Corporation, Acton, MA – 2016 - 2018

Post-sales coordination of printers and suppliers for small businesses and hospitals to ensure that all deliveries and onsite support activities met or exceeded the customer's expectations.

Triaged six customer support technicians to 3-6 locations per day; balancing customer's needs, time to repair, and cost

Answered inbound phone inquiries with enthusiasm and skill to book visits using Tigerpaw inventory management software

Used toner management software to book service calls when hospitals needed toner refills

Receptionist and Administrative Support

Middlesex Truck and Coach, Roxbury, MA – 2009 - 2016

Coordinate hundreds of vendor meetings and functions for the purchase of parts and services.

Handled accounts payable, ensuring that prompt payment

Responsible for registering all visitors and coordinating visitor needs (network access etc.)

Greeted all customers visiting the company

Customer Service Support Desk,

Provider Service Network, Boston, MA – 2005-2008

Developed standardized procedures for finding and resolving problems with IS products and services

Responded to customer inquiries and requests for technical assistance for a web-based doctor referral management system

Troubleshooter internal user's issues with computer systems and desktops

Advocated for customer with appropriate technical or service personnel to resolve problems quickly

EDUCATION

Associates Degree in Travel Management, Daniel Webster College, 1992

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