Heather Burbee
Agawam,MA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Agawam Medical Supply
09.2022 - Current
- Receive and process prescriptions for durable medical equipment, reach out to Dr
- Offices to request additional information if and when needed
- Verify insurance coverage for equipment by calling or utilizing online portals
- Calculating copayments based on deductibles and accumulations at time of verification
- Prioritizing workload to ensure patients discharging from facilities receive equipment for safe transition home
- Inventory control of our Connecticut store location
- Providing exceptional customer service to all patients in person and on the phone
- Ensure proper procedures of HIPAA are followed and maintained at all times.
Administrative Assistant (Remote)
BID Masonry, LLP
02.2019 - 01.2022
- Creating and sending invoices and purchase orders to various suppliers, contractors and customers
- Tracking shipments and coordination for jobsite deliveries within specified contracted time-frames
- Entering company financial and personal information within QuickBooks to include but not limited to: Estimates, invoices, statements, vendors, customers, payroll, recording payments and deposits, entering and paying invoices
- Basic Blueprint reading to locate materials needed within the scope of each bid for submittal
- Working with company estimator to ensure that he had all information for each proposal, and ensuring bid amounts were received in order to submit bid prior to deadline
- Followed up with GC's to check statuses of submitted proposals
- Calling suppliers to get current cost of materials according to each blue print specifications.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
Purchasing Agent
Osgood Textile
03.2016 - 06.2018
- Prepare Purchase Orders with over 25 vendors for required goods
- Monitor and nurture relationships with vendor
- Monitor stock levels and replenish inventory on an as needed bases to fulfill customer order
- Provide inventory levels to customer service agents to alert of back order status
- Reconcile deliveries against purchase orders and handle any discrepancies
- Provide tier 2 level customer service support on an as needed basis
- Handle other responsibilities on an as needed basis
- Source new products with vendor and enter into system to fill customer special requests inclusive of pricing, creating sku's, and product description
- Responsible for managing $250,000 dollars monthly in stock.
Customer Service Representative
Osgood Textile
03.2014 - 03.2016
- Performed all job responsibilities for customer service position, including order taking, answering product questions, advising customers on products to best meet their needs and trouble shooting
- Met and exceeded required metrics on a consistent basis
- Accurately logged customer data in MAS database
- Excellent written and verbal communication skills
- Responsible for training all new customer service representatives
- Worked closely with purchasing agent to ensure realistic timelines and expectations were set with customers
- Troubleshooting customer complaints and providing resolution
- Answering emails and live chats on a daily basis
- Sitting with CS agents to ensure QA and providing feedback as needed.
Skills
- Paperwork Processing
- Data Collection
- Scheduling
- Complaint Resolution
- Data Entry
- Product Knowledge
- Appointment Scheduling
- Information Security
Timeline
Customer Service Representative
Agawam Medical Supply
09.2022 - Current
Administrative Assistant (Remote)
BID Masonry, LLP
02.2019 - 01.2022
Purchasing Agent
Osgood Textile
03.2016 - 06.2018
Customer Service Representative
Osgood Textile
03.2014 - 03.2016
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