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Client Service Representative Resume

Durham N, C

Career Profile

Customer Service Champion including resolving complaints and problem handling. Consultative laboratory sales to medical providers. Clinical trials project management. Interested in working in a new area of business using my sales and customer service skills.

Key Strengths and Skills: People Skills: Developing client relationships; client retention; strong presentation, oral and written communication skills; management skills; team player.
Organizational: Organized; able to coordinate multiple activities in parallel. Territory management.
Technical: Business to business and consultative sales training. Medical laboratory testing, clinical trial background and knowledge of billing. A good eye for detail. Experienced with MS Word, Excel, Power Point and Outlook.

Professional Experience

Client Relationship Specialist II at Confidential 4/2011-2/2012

Visited and managed 60 clients, 4.5 million dollar client base. 100% retention rate!
Handled all areas of client concerns: turn- around time, pricing, billing, EMR interface issues,
computer contracts and logistics. Pro-actively monitored invoices and missing accessions.

Temporary Manager of Global Research Services at Confidential, 4/2010- 9/2010

Successfully managed department and staff while manager was on medical leave.
Set up new clinical trial studies into database, including pricing and contracts and modified SOPs.
Responded to potential and current client queries regarding their research studies.

Confidential 6/1987-12/2009

Key Account Executive - Confidential 3/2006-12/2009

Managed a 7 million dollar territory using multiple customer service and sales skills.
Cultivated relationships with clients while increasing sales year over year by presenting new tests.
Worked collaboratively with multiple departments to solve problems. Reviewed pricing contracts, proposals/bids, and computer interface contracts.

Senior Project Manager - Confidential 7/2000-3/2006

Managed specific clinical trials: all aspects of study set-up. This included: blood collection kit design, shipments, creating lab manual, and detailed communication for study, from start to finish.
Testing locations and sites were global. Monitored import/export documents. Direct liaison between LabCorp and clinical trial clients. Trained new project managers.

Senior Project Manager - Confidential

Prepared power point presentations and then presented the study related material at Investigator Meetings, Pharmaceutical Meetings, Physician and internal clinical trial meetings.
Demonstrated abilities with multiple computer applications.

Regional Service Manager/Regional Billing Manager - Confidential 8/1998-7/2000

Involved with all aspects of laboratory services.
Supervised Account Managers and billing staff (21 employees).
Visited physician offices, clinics, hospitals and managed care companies to inform clientele of new tests, procedures, compliance policies, etc. to enhance business.
Established new billing department. The department reduced unbillables by 50% within 6 months.
Division won in 1999 for business increase, DSO reduction and profitability.
Created a Billing Help Guide, trained employees, monitored past due balances and denial trends.

Client Service Representative - Confidential 6/1987 - 8/1998

Liaison between the client and the laboratory.
Presented new tests to providers.
Resolved service and billing issues.
Installed computers and trained clients on laboratory software.
Taught new procedures / compliance regulations to internal and external customers.

Special Achievements:

Roche Presidential Achievement Award- (national honor)
Regional Award for best Client Service Representative (twice)
Quality Award

Education

Bachelor of Science - Health Services Administration
Associate of Science - Medical Technology

Professional Development

Account Development Strategies Presentation Skills
Customer Service Skills Professional Selling Skills III
Time Management Advanced Sales Training
Licensure- MLT ASCP

Professional Associations

Clinical Laboratory Management Assoc. (CLMA) 1991-2001 (Chapter President 1997-1999)
American Society of Clinical Pathology (ASCP) - present

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