Salesforce
Emily Roberson
McCordsville,IN
Summary
To obtain a position with a growth oriented company that utilizes my account management, customer relations, interpersonal, technical and project management capabilities. Dedicated, self motivated, detailed oriented employee, always striving to meet and exceed the customer experience both internal and external.
Overview
20
20
years of professional experience
Work History
Public Assistance Eligibility Specialist
Knowledge Services
05.2024 - 07.2024
- Enhanced program integrity by diligently verifying the accuracy of client information through various databases and third-party sources.
- Increased efficiency by conducting comprehensive assessments of applicant''s financial resources, living arrangements, and other relevant factors.
- Reduced processing time for applications by consistently meeting deadlines and prioritizing tasks effectively.
- Conducted regular audits of ongoing cases to identify potential fraud or errors that may have impacted benefit determinations over time.
- Efficiently utilized multiple programs at once to update client information, find resources and ensure accuracy. More information on my experience with software can be discussed at the time of the interview.
Customer Service/Account Manager
Angie's List
02.2015 - 08.2020
- First line of communication including the largest customers with complete follow through on orders, changes and complaints. Continually cultivating and growing business with great customer communication and problem solving skills.
- Advocate for customers' needs by working closely with Sales, New Products and Logistics that fulfill customers' requests. Work in the Salesforce platform for Sales and New Products.
- Inputting international as well as domestic orders.
- Quality assurance paperwork for all new products.
- Sending sample products to new and existing customers for business growth.
- Created new processes and systems for increasing customer service satisfaction.
- Monitored account performance regularly, taking proactive action to address concerns or areas needing improvement.
- Assisted in the development of marketing campaigns targeting specific demographics within the customer base that resulted in increased leads generated from those demographics.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed a portfolio of diverse accounts, providing personalized attention to each client''s unique needs.
Senior Sales Consultant
OfficeMax
03.2011 - 02.2015
- Evaluated clients' needs and created plan of action to provide solutions.
- Streamlined key process for entire department by implementing method to improve efficiency.
- Exceeded customer requirements with accurate and deliverable solutions.
- Monitored and managed staff performance to attain target metrics both individually and team unit.
- Boosted sales revenue by developing and implementing effective sales strategies.
- Identified and resolved issues regarding sales and business strategy.
- Supervised a team of employees through out the store and closing of the store including cash handling and lock up.
Customer Service Representative
Charles River Community Health
12.2010 - 03.2012
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Resolved product issues and shared benefits of new technology.
- Managed quality communication, customer support and product representation for each client.
- Attended local, regional and national trade shows for product development training as defined by territory needs.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
Customers Service Specialist
Bristol Myers Squibb
06.2004 - 12.2010
- Specialized products are only available through two manufacturers in the United States.
- Assist in managing and mentor customer service group of seven employees.
- Account Manager for GE Healthcare Nationwide Responsible for ensuring production and transport of highly volatile medical products is achieved within specific time periods.
- The nature of the products short shelf life leaves little margin for error.
- Travel to National Sales Meeting; booth duty at American Society for Echocardiography.
- Training Pharmacist and Purchasing Agents on use of our Ecommerce Web based ordering and customer information technologies.
- New hire training.
- Demonstrate leadership by setting goals and objectives and measuring progress towards goals, coordinate efforts of team members, provide training and give feedback to team members, as appropriate.
- Coordinate coverage for weekend, off-hours, and emergencies to support business needs and provide 24/7 on call support to support manufacturing operations.
- Triage the most serious customer issues.
- Liaison between Customer Service, Logistics, and Final Packaging for production issues.
- Update contingency plans for customer notification in the event of production issues or delays.
- Enhanced schedules of team members to include flexible hours and telecommuting arrangements as a successful retention strategy.
- Create, maintain and communicate metrics to track service deviations, call volume, and accuracy.
- Engage customers to solicit feedback in an effort to improve efficiency and ensure their needs are being met.
- Member of the E-Commerce, Safety, and Continuous Innovation teams.
Education
Some College Course Work
05.2026
High School Diploma - Core 40 -
05.2012
- Honor Roll every semester
Skills
MS Excel, MS Word, MS Power Point, Precision Software IATA, DOT, CGMP, Google Docs, Salesforce
- Policy Interpretation
- Documentation and paperwork
- Effective communication skills
- Cross-cultural sensitivity
- Energetic work attitude
- Sharp problem solver
- Strong Organizational Skills
- Appointment Scheduling
- Program knowledge
- Resource information
- Self-Motivated
- Good Telephone Etiquette
- Written Communication
- Teamwork and Collaboration
- Retail store support
- Money handling abilities
- Warehousing functions
- Staff education and training
- Account management
- Stock management
- Stocking and replenishing
- Analytical and Critical Thinking
- Google Workspace
- Sales expertise
- Multitasking Abilities
- Attention to Detail
- Store opening and closing
- Point of sale operation
- Decision-Making
- Planning and Coordination
Accomplishments
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Skills
AS400, Customer Service, customer support, delivery, documentation, E-Commerce, Ecommerce, EDI, Front Office, Imaging, Innovation, Inventory, leadership, Logistics, managing, Meeting Maker, mentor, Mentoring, MS Excel, office, MS Power Point, MS Word, Packaging, Payroll, pricing, problem solving skills, progress, Purchasing, Quality assurance, Safety, Sales, Sarbanes-Oxley, SPS, shipping, strategy, Triage, View
Software
Google Docs
Microsoft Office Suite
Languages
English
Advanced (C1)
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