Customer Service Sales

DANIEL M. GARNETT

*** ***** ***** ● Winder, GA **680 ● Phone: 770-***-**** ● Cell Phone: 678-***-**** ● **********@*****.***

Contracts Administration ~ Customer Service ~ Mobile Directory Assistance

• Exceptional written and oral communication skills.

• Strong organizational and communication skills.

• Focus on the needs of internal and external customers

• Critical thinking capabilities

• Strong initiative

• Effective written and verbal communication skills

• Coordination of multiple high-priority tasks simultaneously

• Meticulous attention to detail

PROFESSIONAL BACKGROUND

Contracts Administration

As a Contracts Compliance Coordinator

• Served as primary contact to Sales for contract related issues with Immucor products, specifically contracts for blood typing equipment.

• Maintained, filed, processed and updated agreements for all blood typing instruments sold or leased in North America for a multi-million dollar blood banking equipment industry.

• Created a repository for electronic copies of 200+ contracts.

• Acted as a liaison for any and all departments affected by contract language needing departmental approval by routing contract language to the department, researching previous contract language and or organizing meetings or conference calls if necessary.

• Was responsible for reviewing, coordination and distribution to sales of all customer contract/agreement compliance reports required by contract/pricing agreements.

• Drafted any new Sales contracts upon request by Business Manager or Regional Manager.

• Acted as a liaison in assisting Sales with time sensitive RFP’s by working with all affected departments in effort to obtain proper information to complete the RFP.

• Assisted Legal department in drafting of contract stipulations and amendments by redlining contracts upon request, researching alternative contract language used on past contracts and by creating a reference system for locating alternative contract language used on past contracts.

As a Maintenance and Support Contract Administrator

• Calculated and processed orders for Maintenance and Support Service Fees for customers who used state of the art cancer treatment equipment.

• Engaged in research and analysis by using information related to contracts to establish new contracts in ERP and other business systems.

• Prepared, processed and reviewed all purchase and license agreements and/or quotes, including those of third-party vendors, to ensure compliance with company policies and practices.

• Identified, reviewed and act on site specific data (such as buyer identity, financial status of buyer, contingencies, extra-contractual company obligations) for all prospective orders.

• Assisted Regional Service Management in monitoring forecast and pipeline data. Gathered and processed customer order data for management review and approval.

• Escalated requested variations to policies related to pricing, terms and offer structure.

• Maintained customer files and records as related to maintenance and support service contract activities.

• Supported timely distribution of requested sales collateral material including brochures, newsletters, clinical reports, etc.

Customer Service

• After comprehensive software system training, provided assistance to both internal and external customers.

• Processed all non-technical customer orders, problems and inquiries according to department procedures and work instructions.

• Captured and documented all customer feedback according to department work instructions and time frames.

• Maintained all customer files to include Customer Master file, Standing Order Contract file.

• Identified and performed troubleshooting on all customer problems and concerns and document.

• Exceeded customer’s needs by offering exceptional customer service in the form of unsolicited correspondence and acts.

• Was responsible for additional department responsibilities as assigned such as but not inclusive of credit/return/rebill orders, special handling accounts, filing, inventory control and reports, reviewing or processing reports used for metrics and compliance control

• Assisted with training of new employees.

• Assisted with special projects or assignments, as needed.

• Coordinated and processed freight quotes and shipments for franchisees of UPS Store (At UPS Supply Chain Solutions).

Mobile Directory Assistance

• Provided approximately 700 to 1000 callers daily with enhanced directory assistance and excellent customer service

• Consistently met and exceeded quality standards in a high call volume, highly stressful and constantly scrutinized environment.

• Statistically, was frequently amongst the top performers in terms of assisting the most callers while still providing a top level of quality directory assistance.

EMPLOYMENT HISTORY

Maintenance and Support Contract Administrator, Elekta Inc., Norcross, GA (2011)

Contracts Compliance Coordinator, Immucor Inc., Norcross, GA (2007 – 2010)

Customer Service Representative, Immucor Inc., Norcross GA (2006 – 2007)

Customer Service Representative, UPS Supply Chain Solutions, Alpharetta, GA (2006)

Mobile Directory Assistance Specialist, Metro One Telecommunications, Marietta, GA (2002 – 2006)

EDUCATION

Georgia State University (1999 – 2001)

• B.S. of Psychology with a 3.21 GPA

• Member Golden Key International Honor Society

Georgia Southern University (1997 – 1998)

EXPERIENCE WITH THE FOLLOWING SOFTWARE:

• MS Office (Proficient in Excel, Word and Outlook)

• MS SharePoint

• MS CRM

• SOFON

• Great Plains

• BAAN

• Movex

• Clientele

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