COLEEN KOOP
Cumming,GA
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
11
11
years of professional experience
Work History
Account Manager / Medical Device Expert
AVANOS MEDICAL
01.2022 - Current
- Act as Subject Matter Expert (SME) for the Game Ready GRPro 2.1 and Med4 Elite Durable Medical Equipment (DME)
- Represent the Game Ready brand at national trade shows to meet and educate current and potential customers on the technical aspects and functionality
- Conduct routine root cause analysis of product failure rates and patterns and report the information to R&D (Research and Development team) and Service Center leadership so products can be improved
- Provide support and training to new equipment owners and rental patients, clinicians, patient care coordinators, and customer service representatives
- Provide support for the implementation of strategic projects and corporate driven initiatives
- Map and onboard new processes in collaboration with the business process support team, the fulfilment center, and fleet management teams to ensure appropriate integration as needed
- Role encompasses all duties of Support Specialist as well.
Support Specialist
AVANOS MEDICAL
01.2020 - 01.2022
- Front line complaint management, via phone and e-mail, for individual and business customers, as well as fleet rentals
- Contribute to the development of a work culture that initiates continuous improvement by supporting project management, utilizing problem solving skills, tools, and methodologies to enhance productivity and eliminate wasteful spending
- Proactively prioritize, communicate, and help to resolve any customer concerns by acting as primary liaison between customer service, supply chain/inventory department, transportation, and sales representatives
- Communicate effectively and professionally with key stakeholders
- Maintain accurate records of customer interactions in appropriate systems by utilizing various software programs (SAP and Salesforce.com)
- Comply with standard work practices to ensure professional and consistent service.
Internal Compliance Analyst - Risk and Compliance
AUTOMATIC DATA PROCESSING (ADP)
01.2015 - 01.2020
- Proactively identify and correct recurring problems or areas of failure and provide clear and immediate communication to appropriate senior leadership regarding non-compliance; ensures process improvements, meeting metrics for client contracts and ultimately reduces costs to the company and reduces client credits
- Proficient in determining if service level percentages and metrics are met; report and confirm missed metrics and fees at risk payout
- Fully organize and prepare all weekly, monthly, quarterly, and yearly reports, which ensured completion of audits within timelines and meeting SOC1 industry standard compliance
- Provide knowledge and expertise to produce documentation and materials for process changes; supported the department with onboarding, training, and mentoring of department
- Led large project to update client specific operating procedures for all platforms and payroll teams, enhanced performance, and reduced incidents
- Communicate new policies, procedures, and practices, and provide guideline material, which ensures operational compliance.
Zoning Consultant
JP&C TELECOMMUNICATIONS CONSULTING
01.2013 - 01.2015
- Complete all documentation under strict timelines and guidelines, including compiling maps, aerials, test data, alternate site analysis and site acquisition due diligence data, CD's, planning report, health study, landowner, and tower owner affidavits
- Properly coordinated building permit filing requirements; assured all documentation was communicated to town and municipality officials and additional changes were made as necessary, receipt of filing or letter of acknowledgement was filed, company construction was notified of expected building permit receipt date and follow up with building permit approval.
Education
Skills
- Teamwork and Collaboration
- Client Relations
- Account Management
- Customer Service
- Issue Resolution
- Documentation And Reporting
- Customer Relationship Management (CRM)
- CRM Software
- Customer Needs Assessment
- Business process optimization
- Employee Mentoring
- Schedule Management
- Auditing & Compliance
- SOP / SLA
- Microsoft Office
- SAP S/4 HANA
- SalesForce
- Executive Level Support
Timeline
Account Manager / Medical Device Expert
AVANOS MEDICAL
01.2022 - Current
Support Specialist
AVANOS MEDICAL
01.2020 - 01.2022
Internal Compliance Analyst - Risk and Compliance
AUTOMATIC DATA PROCESSING (ADP)
01.2015 - 01.2020
Zoning Consultant
JP&C TELECOMMUNICATIONS CONSULTING
01.2013 - 01.2015