customer solutions specialist resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Competent Job Title driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Proactive Job Title with expertise delivering support services and resolving customer complaints. Trained in Software and Type techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Investigated and resolved customer inquiries and complaints quickly.
Customer Onboarding
Work with Commercial Sales as soon as the target customer has been identified as a candidate for this process. Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs to assure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective.
Develop a strong working relationship with all functional leaders and departments.
Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.
Set up and assure monitoring of strategic accounts through the monitoring process. Review outcome of monitoring daily during the first 45 days.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Customer Retention
Evaluate all information received and create a start-up or “risk-repair” plan based on what is learned.
Attend “At Risk” conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At Risk issues in timely manner.
Review the timeliness of the functional group’s response. Notify the functional group immediately if the turn around time goal is exceeded.
Review the root cause description and appropriateness of the functional group’s corrective action. Notify the functional group if resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with group to develop effective action plan. Monitor implementation.
Ensure total compliance with all company policies and government regulations. Maintains required documentation.
Manage other projects/responsibilities as assigned by Sales director.
Maintained up-to-date knowledge of product and service changes.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met all customer call guidelines including service levels, handle time and productivity.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Trained new personnel regarding company operations, policies and services.
Educated customers about billing, payment processing and support policies and procedures.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Managed timely and effective replacement of damaged or missing products.
Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Cross-trained and provided back up for customer service managers.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Effective liaison between customers and internal departments.
Communicated with vendors regarding back order availability, future inventory and special orders.
Laboratory Sales Liaison, 08/2016 - 12/2017 Shiel Medical Laboratory – City, STATE,
Helped resolve client problems quickly with superior customer service.
Communicated with customers to understand needs and recommend appropriate solutions.
Utilized professional sales techniques to persuasively communicate with clients.
Recommended accurate and effective solutions to customers after identifying problems.
Utilized effective communication and active listening skills to create client rapport to grow profitability.
Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Efficiently solved complex problems that impacted management.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Documented all customer interactions using Software and Software to capture data in processing system.
Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
Liaised between parties to coordinate schedules, payments and allocations while managing customer accounts.
Acted as the liaison between Sales and the laboratory
answered customer questions quickly and effectively resolved issues.
Provided and clarified lab test results, specimens requirements and turn around times, coordinated follow-up tests on samples, and help coordinate the pickup and delivery of samples and testing supplies.
Documented all communication between Sales and Laboratory personnel on company database “ServiceNow”
Client Systems Help Desk, 03/2008 - 08/2016 Shiel Medical Laboratory – City, STATE,
Set up new computer systems and devices, including installing hardware and software and patching programs.
Maintained compliance with federal and internal security standards.
Troubleshot and repaired desktop and mobile systems.
Remotely logging into client's systems and conducting basic program debugging, PC maintenance, and user training of product. Troubleshoot client's issues over the phone and working in a Help Desk call center environment. Monitoring over 450 client's interface and connectivity to data servers, making sure data results are transmitting. Supporting and troubleshooting-Lab Instruments and Lab interfaces- EHR's Lab Ordering and Resulting interfaces, Knowledge of LIS.
Provided remote and in-person support to resolve issues.
Reported incidents and executed corrective procedures.
Collaborated closely with upper management to drive strategy through development and implementation of new processes.
Documented procedures and business processes and shared information with appropriate stakeholders.
Resolved malfunctions with systems and programs through troubleshooting.
Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
Assessed business needs and problem areas to create focused solutions like Result.
Investigated and addressed Type system issues to enhance usability and improve functionality.
Delivered in-depth Software training, imparting knowledge of best practices for protecting data and minimizing errors.
Senior Client Service Rep II, 07/2000 - 03/2008 Quest Diagnostics Inc – City, STATE,
Customer Service skills in a high volume call center environment. 180+ calls per day. Handle all customer inquiries by telephones regarding verbal reporting of test results, concerns of service failures and other duties to provide customer satisfaction. Add additional test when requested, assist with issues, schedule patient appointments via internet, assist with test pricing and provide clients with specific collection requirement for patient testing. Report laboratory results to clients using established protocols, which comply with state regulated HIPPA laws. Document reporting and call history in the patient's file and maintain appropriate records. technical reporting Contacts the client to resolve routine matters related to patient testing and result reporting. Excellent interpersonal skills including verbal and written communication in both English and Spanish.
Education
High School Diploma : College Preparatory , Expected in 06/1994 - William L Dickinson High School - Jersey City, NJ GPA: Status -
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