Amy Grives Frutchey
Tobyhanna,PA
Summary
A reliable customer service professional with proven track record in account management and client relations. Known for building strong team dynamics and delivering consistent results. Adaptable to evolving business needs while maintaining focus on communication and problem-solving skills.
Experienced with managing customer accounts and addressing client needs effectively. Utilizes strong communication skills to foster positive relationships and resolve issues. Track record of adapting to changing circumstances and collaborating with team members to achieve goals.
Overview
36
36
years of professional experience
Work History
Customer Account Representative
Sanofi Pasteur US
07.2001 - Current
- DIA responsibilities- DIA mailboxes- Vaxserve mailbox, TDDD and HCCE licenses, state licenses, HIN and DEA licenses, opening accounts, changing names and addresses.
- Respond to customer requests, process orders, resolve customer complaints, troubleshoot problems, identifying customer needs, designing and delivering service to meet those needs, seeking to meet and exceed customer expectations. Providing information regarding customers accounts receivable, product information, and handle inbound mail from customers.
- Servicing all customers including Physician's offices, Hospitals, Managed Care Organizations, Center for Disease Control and Prevention, County, City, State and Public Health Departments.
- Work with Sales Department, Public Health Managers, Regional Account Managers, Internal Customers, or any other specialty representatives in servicing customers to insure excellent customer service.
- Devised tactics to grow customer base and boost sales.
- Prepared and shared account details, insurance coverage and funds.
- Reduced customer complaints with proactive communication and timely resolutions.
- Increased client retention, consistently maintaining strong relationships with key accounts.
- Stayed current on industry trends and product offerings, providing informed guidance to customers seeking advice or recommendations.
- Assisted team members with account-related tasks, fostering a collaborative work environment.
- Managed sensitive customer information diligently, maintaining strict adherence to data privacy regulations and company policies.
- Navigated complex billing systems to generate invoices and resolve discrepancies quickly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed client payments and updated accounts.
- Developed and implemented strategies to improve customer retention and loyalty.
- Implemented customized account plans to meet individual client needs.
- Collaborated with other departments to address customer needs and service requests.
- Responded to customer inquiries and provided detailed account information.
- Mentor and trained temporary employees for the customer service department for the last 20 years.
ManPower Temp. Services
04.2000 - Current
- Company Overview: Working at Aventis Pasteur in CAM Department, involved in Order Entry, Accounts Receivable and Microsoft Outlook
- Currently working for ManPower Temp
- Services at Aventis Pasteur in CAM Department, working on Order Entry, Accounts Receivable and Microsoft Outlook
- Working at Aventis Pasteur in CAM Department, involved in Order Entry, Accounts Receivable and Microsoft Outlook
Manager/Chef
Kasa's Pizzeria
08.1988 - 08.2000
- Responsible for all aspects of Restaurant Management
- Hiring and training of all employees, both kitchen and counter help
- Maintaining inventory (dining, kitchen, and clean-up supplies)
- Maintaining good customer relations, both with vendors and patrons
- Organized work schedules and controlled nightly deposits
On-Site Coordinator
VWR Scientific Products
04.2000 - 06.2000
- Last ManPower assignment was also at Aventis Pasteur assisting VWR On-Site Representative
- Duties include: processing orders keyed to SAP into VWR's ESS System, providing information to customers regarding product, shipping, and invoicing
Customer Service Specialist
RCN
03.1998 - 08.1999
- Company Overview: Cable/Phone/Internet Company
- Duties here also included order entry, general problem solving, and providing information to customers regarding products, installation, and billing
- Also fielded calls for sister company (StarPower covering Virginia, Maryland, and Washington, DC territory)
- Cable/Phone/Internet Company
Retail Sales Clerk
Kmart
09.1992 - 03.1996
- Primarily assigned to Fashions Department, which required 90% one-on-one Customer Service, also assisted in Jewelry Department when necessary
- Worked extensively with layouts throughout entire store
- Gained experience with price changes, transfers, and computer operated procedures
Education
30 credits - General Studies Curriculum
Northampton Community College
Tannersville, PANo Degree - Business Administration
Misercordia University
DallasSkills
- Proficient in SAP, EORDERS, ISHIFT, CRM, WEBEX, and TEAMS
- Tested Many Systems over the years, including CTI, SAP, FOCUS and Vaccineshoppecom
- Data entry proficiency
- Client Retention Strategies
- CRM software expertise
- Customer Relationship Management
- Customer Engagement
- Organization skills
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Multitasking
- Problem-solving abilities
Professionalreferences
- Elisabeth DeFazio, (570) 780- 8226, Moosic, PA
- Tony Pansy, RTE 611, (570) 839-6137, 06/00, Present, Swiftwater, PA, 18370
- Loretta Cannon, VWR Scientific Products, (570) 839-6137, 04/00, 06/00, Discovery Drive, Swiftwater, PA, 18370
- Bonita White, ManPower, (570) 895-2555, 04/00, Present, RR1 Fountain Springs East, Tannersville, PA, 18372
- Al Blannett, RCN, (610) 366-2000, 03/98, 08/99, Allentown, PA
- Dave Buchter, Kasa's Pizzeria, (570) 595-9647, 08/88, 08/00, Route 940 East, Paradise Valley, PA, 18326
- Deanne Firestine, Kmart, (570) 839-2277, 09/92, 03/96, Mount Pocono, PA
References
- Jeffrey Williams, (814) 323-8929
- Dave Buchter, (570) 595-9644
- Gina Turbolski, (413) 335-5745
Computer Experience
- Proficiency in Microsoft Word 6.0
- Excel
- PowerPoint
- Outlook
- Familiar with SAP MM Modules
- Trained in System ESS Order Entry
- SAP Order Entry
Accomplishments
Recipient of the 2021 Hall of Honor and 2008 Peak of Excellence Awards
Timeline
Customer Account Representative
Sanofi Pasteur US
07.2001 - Current
ManPower Temp. Services
04.2000 - Current
On-Site Coordinator
VWR Scientific Products
04.2000 - 06.2000
Customer Service Specialist
RCN
03.1998 - 08.1999
Retail Sales Clerk
Kmart
09.1992 - 03.1996
Manager/Chef
Kasa's Pizzeria
08.1988 - 08.2000
30 credits - General Studies Curriculum
Northampton Community College
No Degree - Business Administration
Misercordia University