SUMMARY

• Eager and ambitious network technician with 9+ years of experience, seeking a career - enhancing position where I can apply my talents while demonstrating my highly effective communication skills in an environment which utilizes both my academic and professional experience.
• Highly skilled and well-rounded Customer Service Specialist and an expert in a wide variety of customer service skills.
• I am a self-motivated, effective leader who is also a proven team member.
• I seek to have my innovative knowledge and valuable expertise contribute to the core values and mission of the company.

PROFESSIONAL EXPERIENCE

Confidential

Senior Assistant

Responsibilities:

• Respond to customer inquiries made to our “Shop Confidential ” line in a manner that is reflective of the company vision, mission and values.
• Serves as a customer service relations provider and assists in the resolution of customer concerns.
• Provides customer service orally using a telephone and using a computer to research customer questions and transcribe the conversation or taking notes electronically.
• Review and process incoming phone calls, emails, and letters and respond to customers either telephonically or via written communications. Supports telephonic, written correspondence, live CHAT, and/or electronic contacts as the mission dictates.
• Resolve customer concerns in a timely and proficient manner.
• Provide customer service upholding our goals of delivery through the execution of responsiveness, reliability and professionalism.
• Collaborative skills are needed as we partner with field management, category managers, and other departments to resolve customer concerns in a timely and proficient manner.
• Knowledge of pharmacy and call center processes and procedures.
• Maintain flexibility and availability in scheduling in order to meet the company’s demands.

Confidential

Inside Sales Representative

Responsibilities:

• Generated sales leads, explored and won new business opportunities in order to grow territory.
• Built service/pricing proposals to better fulfill customer’s needs.
• Retained and cultivated existing customers by building strong business relationships.
• Recovered lost business by addressing customers concerns and claims.
• Provided a customer service experience of excellence and consistency.
• Kept track of market trends.
• Prepared reports and presentations.
• Interacted effectively in situations where frequent changes, delays, or unexpected events arose which cause major shifts in priorities, timetables, or work assignments.

Confidential

Administrative Assistant

Responsibilities:

• Analyzed complex organizational and procedural guidelines.
• Prepared correspondence, arranged conference calls and scheduled meetings.
• Provided daily support to customers and Confidential operational team.
• Managed daily issues affecting shipments in transit to all parties and coordinated special projects during peak season.
• Partnered with internal cross-functional training and support team and to maintain forward-facing consistency for the customer.
• Served as an event coordinator.
• Pricing analysis for special rate agreements.
• Responsible for the Sales Leads Program.
• Worked as a liaison to ensure timely and accurate billing.
• Identified barriers and delays and worked collaboratively with others to resolve the issues.
• Communicated between internal billing teams and sales representatives to provide support for any issues related to bills.
• Processed billing issue submissions, status of rectifying issue, and communicated back to requester.
• Monitored and tracked appropriate requests to ensure encounters and activities were appropriately captured.
• Continued to identify new opportunities to operationalize and improve the process.
• Worked with Billing to resolve requests for adjustments on balances based on compliance requirements.
• Communicated with sales representatives to update issue logs for accuracy and complete documentation.
• Worked closely with sales team representatives and billing office representatives to ensure ongoing communication and resolution of discrepancies and missed opportunities.
• Learned, understood and identified client/customer problems and recognized core issues.