Kathi L. Jones
Reno,NV
Summary
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Customer Service Representative 1 Remote
Thermo Fisher
Atlanta, GA
09.2021 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
Service Support Specialist
Boston Scientific
Fremont, CA
08.2016 - 08.2020
- Manage all aspects of the FFR Install program, ie: open tickets, assign FSE, ship parts, coordinate upgrades with install, add units to data base, add service entitlements to units, work with FSE’s to close Install ticket after completion of Install
- Issue Evaluation Agreements monitor evaluation equipment to ensure they remain in compliance
- Work with legal department on contract redlines
- Track Evaluations on spreadsheet to ensure equipment is ready to be returned at end of Evaluation term
- Issue RGA’s for return of equipment
- Participate in Kaizen’s to help design better, more efficient work processes, for continuous improvement
- Write Knowledge Sharing Documents for FFR Processes, Upgrades, and Installations
- Write Work Instructions for FFR Preventive Maintenance for The Technical Assistance Center
- Participate in team meetings to work on resolutions to problems encountered in daily workflows
- Run upgrade reports and open upgrade tickets for field service engineer scheduling and shipping of necessary equipment
- Issue RGA’s and Replacement equipment for Upgrades
Sr. Customer Support Rep
Boston Scientific
Fremont, CA
01.2015 - 08.2016
- Manage all aspects of the FFR Install program, ie: open tickets, assign FSE, ship parts, coordinate upgrades with install, add units to data base, add service entitlements to units, work with FSE’s to close Install ticket after completion of Install
- Billing of all Service Contracts, updating reports for all divisions service contracts
- User Acceptance Testing and writing of work instructions for new contract module cutting over in Aug
- 2015
- All contract billing for carryover contracts from new acquisition
- Shipping of Field Service Engineer Stock requests
- Run upgrade reports and open upgrade tickets for field service engineer scheduling and shipping of necessary equipment
- Issue RGA’s and Replacement equipment for trouble calls
Admin
Samsung
Milpitas, CA
09.2014 - 12.2014
- Update database with all current fully executed Agreements
- Contact various departments to obtain executed Agreements
- Update live tracker with status of Agreements
- Various projects
- Assist Attorneys with mailings, reminders, travel updates.
Procurement Analyst
Housing Authority
San Jose, CA
05.2014 - 07.2014
- Write and review Agreements, Amendments, Scopes of Service etc
- Write RFP’s and ITB to post to BidSync
- Purchase office items for internal personnel
- Build new Customer and RFP/ITB folders, and file documentation
- Review invoice/code and submit for approval.
- Utilized procurement tools to manage quote process, invoicing, order entry and receiving.
Administrator
WhiteHat Security
Santa Clara, CA
03.2010 - 04.2014
- Review requests from Sales field and write agreements and amendments in accordance with requests
- Review all incoming contracts for accuracy and processing
- Monitored incoming contracts and service agreements for correct pricing and information.
- Update database with correct customer information and services sold
- Answer questions and assist field with completion of contract processes
- Review redlines of terms for negotiation.
- Monitored incoming contracts and service agreements for correct pricing and information.
- Coordinated changes to agreement which might occur during contract lifetime.
Sr. Customer Support Rep IV
Boston Scientific
Fremont, CA
08.2006 - 10.2008
- Managed inventory for 16 Field Engineers
- Issued monthly inventory reports and reconcile
- Researched, tracked and moved inventory between engineer accounts and customer accounts, obtained purchase orders, input all engineer field reports, bill accounts
- Created tracking system for reports generated, responses, and completion of reconciliation
- Compiled monthly preventive maintenance reports, assisted engineers with scheduling, equipment shipping and return authorizations
- Issued service agreement contracts, review, analyze and process contracts
- Worked with legal department on exceptions and changes within contracts; obtained purchase orders and bill accounts.
Senior Customer Service Rep
AdvanTel
San Jose, CA
01.2000 - 01.2006
- Managed and coordinated all sub-contractors for out of area and state jobs
- Checked qualifications, certifications, and labor rates for approval
- Approved all sub-contract billings and dispatch
- Verified work completed to customer’s satisfaction and created spreadsheet of authorized sub-contractors for emergency dispatch
- Answered multi-line telephone system, scheduled and dispatched technicians, open/close service requests, bill accounts and assisted accounting with collections.
Customer. Service Lead/Accts
Supracor
San Jose, CA
04.1997 - 07.2000
- Trained and mentored all Customer Service Representatives as well as New Management Employees on processes
- Managed collection calls, reports, and postings
- Kept employees schedules, sick time, vacation time, and tardiness to ensure sufficient personnel coverage for the department
- Reported directly to the President of organization
- Established new filing system, researched and issued reports on equipment’s where about and recovery for demo’s and return authorizations.
Education
MBA - Business Administration And Management
Western Governors University
Salt Lake City, UT01.2019
Bachelor’s Degree (BS) - Business/Public Administration
University of Phoenix – Online
2010
Associate Degree (AA) - Business
University of Phoenix
2008
Paralegal
Mission College
Santa Clara, CA02.2014
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Skills
- Exceptional customer service
- Customer service and support
- Verbal and written communication
- Policies and procedures
- Business administration
- Scheduling
- Clerical support
- Organizational skills
- Excellent multi-tasking ability
- Relationship building
- Friendly nature
- Administrative support
- Data Entry
- Attention to Detail
- Computer Skills
Timeline
Customer Service Representative 1 Remote
Thermo Fisher
09.2021 - Current
Service Support Specialist
Boston Scientific
08.2016 - 08.2020
Sr. Customer Support Rep
Boston Scientific
01.2015 - 08.2016
Admin
Samsung
09.2014 - 12.2014
Procurement Analyst
Housing Authority
05.2014 - 07.2014
Administrator
WhiteHat Security
03.2010 - 04.2014
Sr. Customer Support Rep IV
Boston Scientific
08.2006 - 10.2008
Senior Customer Service Rep
AdvanTel
01.2000 - 01.2006
Customer. Service Lead/Accts
Supracor
04.1997 - 07.2000
MBA - Business Administration And Management
Western Governors University
Bachelor’s Degree (BS) - Business/Public Administration
University of Phoenix – Online
Associate Degree (AA) - Business
University of Phoenix
Paralegal
Mission College
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