Ann M. Raphun
Warrington,PA
Summary
Adept at elevating customer experiences and retention, I leveraged my expertise in complaint resolution and exceptional communication skills at JC Penney to significantly enhance client satisfaction. My proactive approach and ability to manage complex customer orders have consistently resulted in positive feedback and notable achievements in account management.
Overview
19
19
years of professional experience
Work History
Customer Service Specialist
JC Penney
Exton, PA
02.2013 - Current
- My position as a customer service specialist requires many forms of multitasking in retail sales
- The responsibilities include face to face customer service, as well as phone customer service for the store and the departments and training new employees, all at the same time
- Either, I am opening the departments in the morning or closing the departments at night
- The hours I work are various times
- With each customer you are setting personal goals while fulfilling company policies, as required
- While succeeding in my tasks, for example; acquiring recognition for assisting numerous customers in opening their credit accounts and the rewards, that the customer will receive with those accounts
- My continued sales experience reflects back to me each and every new day, and in looking forward in assisting our customers and their needs
IM Customer Care Representative
Insight Global Staffing for Iron Mountain
Limerick, PA
02.2017 - 04.2017
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Administrative Assistant Customer Service
The Layden Company
Exton, PA
10.2016 - 11.2016
- Support the President of The Layden Company and External Sales, Managing Director of Operations and Internal Sales, Information Technology Director and Internal Sales and the Owner and Sales Support of The Layden Company
- Take all calls for the sales representatives and process calls accordingly
- Process purchase orders into filing system for each vendor
Data Entry Assistant
Randstad Corporate Services for The Vanguard Group
Malvern, PA
11.2015 - 05.2016
- Work in the Siebel / Oracle database application system as well as Lotus Notes application
- Keep all information updated and current which was stored in Siebel application
Reconciliation Specialist
Randstad Corporate Services for The Vanguard Group
Malvern, PA
11.2015 - 03.2016
- Assist the Trust Services Department in reconciling and preparing Vanguard's client packages, supporting documentation, and preparing for audits
- Reviewed and reconciled bank statements to ensure accuracy of financial records.
- Maintained accounts payable and receivable ledgers, ensuring all invoices were recorded correctly.
- Analyzed discrepancies between bank statements and general ledger entries, identifying potential issues.
Sales Support Representative
Randstad Technologies for De Lage Landen
Wayne, PA
07.2012 - 09.2012
- Company Overview: Financial Services, Inc
- Documentation processing of Lease Agreements, Loans, and Purchase Orders
- Following up with customers and vendors on a tight timeline
- Send purchase orders to vendors
- Financial Services, Inc
QA Compliance Specialist Assistant
Kelley Scientific Resources for Shire Pharmaceuticals
Wayne, PA
03.2012 - 07.2012
- Supported Associate Director, three managers, and associates in filing Documentum
- Utilize TrackWise database systems to determine whether a customer complaint had substantiated or unsubstantiated complaints in our investigative reports
- Reviewing under the investigative tab in TrackWise to add information to the report for suppler site grid's, defect grid's, investigation details, compliant conclusion, corrective actions, preventative actions, and plan summary for approval
- Evaluate and select the proper report before approved for final evaluation
Training Administrative Assistant
Randstad Technologies for De Lage Landen
Wayne, PA
02.2012 - 03.2012
- Company Overview: Financial Services, Inc
- Support the Global Training Financial Team Department, including the Director of IT, Associate Director and Training Managers
- Designed, produced, and coordinated all training manuals being created due to a new database called A2B
- Financial Services, Inc
Sr. Administrative Assistant
EPSI Staffing, Inc. for GlaxoSmithKline Pharmaceuticals
PA
09.2008 - 09.2010
- Support the VP of Global HR IT, the VP's direct reports, and eight directors globally
- Daily calendar management and meeting arrangements
- Scheduling monthly management team meetings, coordinating scheduling for various monthly, bi-weekly meetings
- Working with the eight Directors on their Team meetings
- Domestic and foreign travel arrangements for various conference and events, coordinating with administrators in the US, (PHL), UK, England, US, North Carolina (RTP), Jan Jose, Costa Rica, and Eastern Europe
- Travel and expense reporting
Administrative Assistant, US Marketing Group
GlaxoSmithKline Pharmaceuticals
PA
04.2009 - 09.2009
- Support the Director of Marketing Innovation, 2 Director's for Media & Promotion Strategy (combined covered over 24 Brands), a Sr
- Director, Director and Sr
- Manager for US Marketing Innovation and Capabilities
- Daily meeting setups, monitoring their calendars, preparing to be on hand for Vendors coming to scheduled meetings with various brand teams in GSK
- Escorted vendors to the appropriate Conference or VTC (Video Conference) Rooms
- Support core teams in Research Triangle Park in Raleigh Durham, North Carolina
- Support their Sr
- Directors and Directors when arriving in Philadelphia location
- Expense reports for all five directors and one Sr
- Manager, as well as expensing of Procurement Card for Sr
- Director
- Working with the Sr
- Director on a special project for a possible partnership with GSK and a Medical Clinic in Cleveland, Ohio
- Required many hours of contacting several of our VP's, Sr
- Director's and Director's from various GSK sites and coordinating with the Executive administrator of the Clinic
Executive Administrative Assistant, Research and Development
GlaxoSmithKline Pharmaceuticals
PA
03.2009 - 04.2009
Project Coordinator, Global Quality Compliance/R&D
GlaxoSmithKline Pharmaceuticals
PA
09.2008 - 03.2009
- Project coordinator for compliance auditing groups in Global Quality Compliance
- Worked with the informatics specialist who was responsible for corrective action tracking and many metrics statistics for GQC
- Processed reports, GxP Critical and Major Findings Report, from Business Objects
Administrative Assistant for Northeast Business Unit Sales
Wyeth Pharmaceuticals, Inc.
03.2008 - 06.2008
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Sr. Administrative Assistant for Ortho Biotech Services
Kelly Services for Centocor, Inc.
11.2007 - 06.2008
- Company Overview: a Johnson & Johnson Company
- A Johnson & Johnson Company
Administrative Assistant for Global Medical Communications
Wyeth Pharmaceuticals, Inc.
11.2007 - 02.2008
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Administrative Assistant for USP MDC Clinical Oncology
EPSI Inc. & Kelly Services for GlaxoSmithKline Pharmaceuticals
PA
02.2006 - 10.2007
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
Project Administrative Assistant
Chester County Intermediate Unit
Downingtown, PA
- Support administrators, project coordinators, and special projects managers
- Took meeting minutes for teachers training courses
- Data entry of purchase orders and training attendance records
Education
BFA - Communication Design
Kutztown University
Kutztown, PA02.2006
GS - General Studies
Montgomery County Community College
Blue Bell, PA02.2006
HS - General Studies
Upper Dublin High School
Ft. Washington, PA09.2004
Skills
- Customer Retention
- Report Generation
- Customer Order Management
- Price quotes
- Complaint resolution
- Account Management
- Excellent written and oral communication
- Problem Resolution
- Telephone Etiquette
Locations
- Exton, King of Prussia, PA
- Limerick, Limerick, PA
- Downingtown, Downingtown, PA
- Exton, Exton, PA
- Malvern, Malvern, PA
- Wayne, Wayne, PA
- Raleigh Durham, Raleigh, NC
- Cleveland, Cleveland, OH
- Kutztown, Kutztown, PA
- Blue Bell, Blue Bell, PA
- Ft. Washington, Ft. Washington, PA
Timeline
IM Customer Care Representative
Insight Global Staffing for Iron Mountain
02.2017 - 04.2017
Administrative Assistant Customer Service
The Layden Company
10.2016 - 11.2016
Data Entry Assistant
Randstad Corporate Services for The Vanguard Group
11.2015 - 05.2016
Reconciliation Specialist
Randstad Corporate Services for The Vanguard Group
11.2015 - 03.2016
Customer Service Specialist
JC Penney
02.2013 - Current
Sales Support Representative
Randstad Technologies for De Lage Landen
07.2012 - 09.2012
QA Compliance Specialist Assistant
Kelley Scientific Resources for Shire Pharmaceuticals
03.2012 - 07.2012
Training Administrative Assistant
Randstad Technologies for De Lage Landen
02.2012 - 03.2012
Administrative Assistant, US Marketing Group
GlaxoSmithKline Pharmaceuticals
04.2009 - 09.2009
Executive Administrative Assistant, Research and Development
GlaxoSmithKline Pharmaceuticals
03.2009 - 04.2009
Sr. Administrative Assistant
EPSI Staffing, Inc. for GlaxoSmithKline Pharmaceuticals
09.2008 - 09.2010
Project Coordinator, Global Quality Compliance/R&D
GlaxoSmithKline Pharmaceuticals
09.2008 - 03.2009
Administrative Assistant for Northeast Business Unit Sales
Wyeth Pharmaceuticals, Inc.
03.2008 - 06.2008
Sr. Administrative Assistant for Ortho Biotech Services
Kelly Services for Centocor, Inc.
11.2007 - 06.2008
Administrative Assistant for Global Medical Communications
Wyeth Pharmaceuticals, Inc.
11.2007 - 02.2008
Administrative Assistant for USP MDC Clinical Oncology
EPSI Inc. & Kelly Services for GlaxoSmithKline Pharmaceuticals
02.2006 - 10.2007
Project Administrative Assistant
Chester County Intermediate Unit
BFA - Communication Design
Kutztown University
GS - General Studies
Montgomery County Community College
HS - General Studies
Upper Dublin High School