Summary
Overview
Work History
Skills
Certifications And Skills
Certification
Timeline
Generic

Danielle Scott

Navarre,FL

Summary

Accomplished Customer Service Supervisor with a track record at Fisher & Paykel Healthcare, recognized for driving process improvements and team effectiveness. Developed and executed training programs that significantly enhanced customer interactions and operational workflows. Proficient in data analysis, fostering a culture of high performance and continuous improvement.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

PEGASUS LABORATORIES
Pensacola, FL
12.2022 - Current
  • Oversee Customer Service Team that provides support in areas of Sales Operations, including Brand Control initiatives and CDMO processes, Administrative, and Logistic functions.
  • Provide training and people development.
  • Work to continuously improve current processes both in the Customer Service team and the company.
  • Cross functionally work with teams on a regular basis, including Production, Finance, Quality, Warehouse and Sr. Project Manager.
  • Provide reporting and meeting updates to the SLT and relevant stakeholders.
  • Provide sales analysis to assist in inventory and order management.
  • Adept in ERP system, Microsoft D365.

Financial Systems Analyst

OVENTUS MEDICAL USA
Irvine, CA
07.2019 - 06.2022
  • Maintained reports in Excel for, Marketing, Work in Progress, Forecast, and Company Financial Information.
  • Set up automated daily reports from the system.
  • Implemented the use of new fields in system to assist in reporting of revenue and fees.
  • Created monthly billings for service fees.
  • Completed project to backfill missing historical data in system.
  • Processed and filed 1099’s.
  • Implemented system training modules for all employees globally.
  • Set up new employees, customers, and vendors in system.

Customer Care Supervisor

OVENTUS MEDICAL USA
Irvine, CA
07.2019 - 06.2022
  • Entered customer orders and service requests in system.
  • Replied to customer and patient inquiries via email, fax, and phone.
  • Maintained customer promotions and pricing in system.
  • Verified new customer information and set up in system.
  • Assisted A/R with collection activities and processed customer payments.
  • Inducted, trained, and executed performance reviews for employees.
  • Worked with Quality and Production teams to create process workflows and standard operating procedures.
  • Worked on team to plan, test, and implement an automated order system.
  • Assisted with yearly quality and regulatory audits.
  • Shipped accessory and sample orders and maintained inventory.

Customer Service Supervisor

FISHER & PAYKEL HEALTHCARE
Irvine, CA
04.2008 - 07.2019
  • Prepared and implemented training procedures for all Customer Service team members.
  • Maintained customer pricing in ERP system and provided pricing reports to Sales teams.
  • Provided coaching & mentoring to direct reports and created development plans.
  • Completed and executed annual appraisals.
  • Created employee schedules and maintained timecards.
  • Assisted sales and marketing teams with new product launches and program roll outs.
  • Created levels of development for CSR’s within a flat structure.
  • Main point of contact for Sales and Department Managers.

Customer Service Representative

FISHER & PAYKEL HEALTHCARE
Irvine, CA
04.2008 - 07.2019
  • Responded to customer inquiries via fax, email, and phone.
  • Placed orders daily, maintaining an average of 65 orders per day.
  • Processed EDI transactions.
  • Assisted with implementation of the Vendor Managed Inventory process, maintained weekly billings and inventory reconciliation.
  • Provided queue phone support with an average of 40 calls per day.
  • Supported a regional sales team and was their dedicated point of contact.
  • Processed warranty returns, RGA’s, and credit memos.

Credit and Collections Analyst

FISHER & PAYKEL HEALTHCARE
Irvine, CA
04.2008 - 07.2019
  • Reviewed weekly aging report and contacted customers for payment status.
  • Provided monthly statements and invoices to customers.
  • Processed ACH, Credit Card, and Wire Payments; applied in system.
  • Facilitated and processed external leasing options for customers.
  • Set up new customer accounts and maintained existing accounts.
  • Processed account write-offs and assignment to a third-party collection agency.
  • Performed account reconciliation.

Skills

  • Project management
  • Performance management
  • Customer experience
  • Learning and development
  • Process improvement
  • Data analysis
  • Coaching and training
  • Cross-functional collaboration
  • SAP and NetSuite
  • Microsoft Office Suite
  • Data reporting
  • Multitasking and organization
  • Verbal and written communication

Certifications And Skills

  • Situational Leadership Course Certificate | The Ken Blanchard Companies
  • Supervisor, Leadership, and Teambuilding Certificate | UCR Extension
  • Lean Principles and Practices Certificate | UCR Extension
  • Proficient in; SAP, NetSuite, Microsoft Office; Word, Excel, PowerPoint, and Outlook

Certification

  • Situational Leadership Course Certificate | The Ken Blanchard Companies
  • Supervisor, Leadership, and Teambuilding Certificate| UCR Extension
  • Lean Principles and Practices Certificate | UCR Extension

Timeline

Customer Service Supervisor

PEGASUS LABORATORIES
12.2022 - Current

Financial Systems Analyst

OVENTUS MEDICAL USA
07.2019 - 06.2022

Customer Care Supervisor

OVENTUS MEDICAL USA
07.2019 - 06.2022

Customer Service Supervisor

FISHER & PAYKEL HEALTHCARE
04.2008 - 07.2019

Customer Service Representative

FISHER & PAYKEL HEALTHCARE
04.2008 - 07.2019

Credit and Collections Analyst

FISHER & PAYKEL HEALTHCARE
04.2008 - 07.2019

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Danielle Scott