Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charity Goss

Fort Payne,AL

Summary

Detail-oriented, problem-solving, sales and customer-focused professional eager to contribute expertise in human tissue, medical devices and life sciences in a more sales focused career opportunity.

A solid background in B2B sales and a deep-seated knowledge of customer service and account management. With a biology degree and hands-on experience from trade shows, customer demonstrations, and CRM have sharpened sales acumen, problem-solving skills, and operational versatility and a get-it-done attitude to drive customer satisfaction and business growth.

Overview

20
20
years of professional experience

Work History

Customer Account Representative

Artivion
02.2024 - Current
  • Responsible for supporting one regions of seven sales reps and one regional manager
  • Demonstrated willingness to help cover other regions while others were out on leave and doing on call rotation
  • Boosted sales performance by providing efficient support to the sales team such as specific tissue COA's for cases, pricing, order status, consignment bill and replace and trunk stock
  • Collaborated with other departments to address customer needs and ensure customers requirements were met for orders and any account related issues
  • Improved order processing efficiency by maintaining accurate records in CRM systems and tracking customer interactions.
  • Skilled at working independently and collaboratively in a remote team environment.
  • Proven ability to learn quickly and adapt to new situations. Covered multiple regions fours months into my position for other CARS on PTO and started on call six months later

Customer Service Specialist, Biologics Division

Elutia Med (Aziyo Biologics) Remote
08.2020 - 09.2023
  • Managed a customer portfolio comprising 30+ distributor accounts, 150+ hospitals, and 20 physicians, resulting in annual sales revenue exceeding $49.2M
  • Processed and tracked over 8,000+ donor tissue purchase orders annually, maintaining a 98% on-time delivery rate
  • Supported the sales team growth of SimpliDerm product line by 32% in the second quarter of 2023 compared to the corresponding prior-year
  • Identified and forwarded an average of 5 new leads per month to sales and marketing managers, contributing to a 10% growth in the customer base over a year
  • Processed an average of 20 customer invoices daily, with an accuracy rate of 99%, improving cash flow for the company
  • Maintained customer service satisfaction by promptly addressing product questions and complaints and entered RGA requests and cross department collaborated to process and close.

Customer Service Specialist, Cardiovascular Division

ELUTIA MED (Aziyo Biologics)
01.2019 - 08.2020
  • Processed an average of 35 medical device purchase orders per day for hospitals and universities, ensuring smooth and timely transactions.
  • Oversaw accounts spanning multiple states, covering 200+ medical facilities, and consistently met or exceeded quarterly sales targets, resulting in positive revenue growth.
  • Processed an annual average of 8,000 purchase orders, totaling $42.9M in cardiovascular medical device sales.
  • Managed trunk stock inventory and reconciliation for nationwide outside sales reps, optimizing stock levels to maximize samples for new leads and accounts
  • Maintained a 98% order accuracy rate, leading to improved customer trust and repeat business and by promptly addressing customer account questions via phone and electronic platforms.

Account & Warehouse Manager

Hempfusion.
06.2016 - 12.2018
  • Supported high-level executives and key accounts, contributing to a 400% increase in annual revenue after first year
  • Managed a portfolio of 200+ distributor and retail accounts totaling an annual value of $1.21M
  • Supported the outside sales team in increasing annual sales by 20% through effective account pricing strategies and promotions.
  • Achieved a 98% customer satisfaction rate by managing assigned accounts from CRM entry to shipping and ensuring on-time follow-up.
  • Maintained customer satisfaction by promptly addressing product questions, processing RMAs and credit memos.
  • Successfully helped launch new product lines across all 50 US states and grew HempFusion brand awareness and placement in retail stores

Part-time Whole Body Team Member

Whole Foods
02.2014 - 06.2016
  • Improved product knowledge by completing vendor training sessions, resulting in an estimated $5,000 in additional revenue during the same period.
  • Strategically up-sold products to customers, leading to an average of 20% of customers adding extra items to their purchases, contributing to annual revenue boost
  • Assisted with promotional campaigns, resulting in a 12% boost in sales for featured products and contributing to an estimated $15,000 in revenue growth annually.

Production Customer Service Representative

VWR International, LLC
05.2010 - 06.2012
  • Developed and maintained relationships with 50+ key accounts, cultivating long-term partnerships that contributed to company growth.
  • Handled a volume of 35+ daily incoming calls, managing inquiries, electronic orders, and sales support requests with precision and efficiency.
  • Processed and tracked orders for a diverse product catalog of 2,000+ scientific laboratory items, ensuring accurate and timely deliveries to critical production customers nationwide.
  • Maintained a 98% order accuracy rate, minimizing returns and credits, resulting in significant cost savings and improved customer satisfaction and resulting in an increase in customer loyalty and repeat business.
  • Received 5 monthly quality awards for consistently exceeding customer service standards, highlighting a track record of outstanding performance. One of my calls was chosen by the Call Center Manager for sales rep training

Account Executive/Administrator

American 3B scientific
05.2005 - 05.2010
  • Achieved an increase in sales revenue by effectively promoting anatomical models, medical simulators, and science equipment at trade shows and gathering leads
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • Facilitated the distribution of thousands of anatomical models and medical simulators to educational institutions and healthcare facilities worldwide, contributing to global product awareness and market expansion.
  • Maintained a well-organized prospect database in Salesforce, resulting in a 30% increase in follow-up calls and quotes, contributing to a 10% boost in sales
  • Provided essential support to the Managing Director, QC, and Marketing Managers, resulting in an increase in team productivity and the successful execution of key marketing campaigns

Education

Bachelor of Science - Biology

Kennesaw State University
Kennesaw, GA
05.2016

Skills

  • Sales Support
  • Customer Relations
  • Problem Resolution
  • Order Management / EDI
  • Account Management
  • Product Knowledge
  • B2B Sales / Hospitals / Physicians
  • Multiple Priorities Management
  • CRM
  • SAP
  • Life Sciences
  • Med Device and Human Tissue
  • Self-Directed
  • Commission Sales

Timeline

Customer Account Representative

Artivion
02.2024 - Current

Customer Service Specialist, Biologics Division

Elutia Med (Aziyo Biologics) Remote
08.2020 - 09.2023

Customer Service Specialist, Cardiovascular Division

ELUTIA MED (Aziyo Biologics)
01.2019 - 08.2020

Account & Warehouse Manager

Hempfusion.
06.2016 - 12.2018

Part-time Whole Body Team Member

Whole Foods
02.2014 - 06.2016

Production Customer Service Representative

VWR International, LLC
05.2010 - 06.2012

Account Executive/Administrator

American 3B scientific
05.2005 - 05.2010

Bachelor of Science - Biology

Kennesaw State University

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