Results-oriented customer service expert with a 10+ year track record of resolving complex customer issues and exceeding expectations. Strong analytical and problem-solving skills enable me to quickly identify customer needs, implement effective solutions, and cultivate lasting client relationships. Proficient in various software programs and eager to learn new technologies to optimize customer support. Exceptional communication skills facilitate clear and positive interactions.
Work History
NeuMoDx Molecular Sr. Customer Care Specialist
Process customer sales order, returns, and warranties
Delivered order confirmation to customer, production,and
service team
Generated weekly reports to management team: open
orders, shipments, and outstanding PO's
Proficient in MS Office, Excel, Outlook, Word, and Power
Point
ERP systems; SAP and ABAS
Coordinate with Account Receivable and Payable
Ensure a swift and prompt resolution to customer issues and
complaints
Collaborated with supply chain team and warehouses to keep
distribution process moving
Managed the creation of client tutorial tool training for SAP
Assisted in the development of SOP for customer Care for
the Ann Arbor Site
Lead for Social Service Committee for the Ann Arbor Site
Responded proactively and positively to rapid change
Implemented and developed customer service training
processes’
Surpassed team goals by partnering with colleagues to
implement best practices and protocols.
Front Desk Receptionist
Frego & Associates Bankruptcy Law
Greeted guests and engaged in pleasant conversations while
managing check-in process
Resolved customer issues quickly and notified supervisor
immediately when problems escalated
Scheduled, coordinated, and confirmed appointments
Provided client assistance with Procedure of Bankruptcy
from start to finish
Maintained confidentiality of sensitive data toprotect
customer and business information
Completed data entry and filing to keep records updatedfor
easy retrieval
Completed all tasks in compliance with company policies and
procedures.
Administrative Assistant
Medical Advantage Group
Answered multi-line phone system, routing calls, delivering
messages to staff and greeting visitors
Maintained inventory of office supplies and placed orders
Created and maintained detailed administrative processes and
procedures to drive efficiency and accuracy
Facilitated timely delivery of special projects to meet
organizational and departmental objectives
Account receivable collection Averaging $200k
Managed filing system: entered data and completed other clerical
tasks
Opened and properly distributed incoming mail topromote
quicker response to client inquiries.
Sr Research Administration Assistant
University of Michigan
Executed record filing system to improve document
organization and management
Ensured compliance with updated spreadsheet databaseto
track, analyze, and report on performance and salesdata
Maintained paper and electronic filing systems for grants,
manuscripts and CV’s by routing various documents, taking
messages and managing incoming and outgoing mail
Facilitated and volunteered with design and delivery of
special projects to meet organizational anddepartmental
objectives
Organized logistics and materials for each meeting and took
detailed notes for later dissemination to key stakeholders
Managed meeting schedules and four conference room
calendars for 10+ daily meetings each
Identified and recommended changes to existing processes
to improve accuracy, efficiency, and quality service.
Education
Associate of Applied Business - Business Administration and Management
Washtenaw Community College
Ann Arbor, MI
Business Management - Business Administration
Davenport College of Business
Grand Rapids, MI
Skills
Key performance indicators
Custom order management
Strong leadership
Billing coordination
Email correspondence
Task prioritization
Documentation and reporting
Multitasking and organization
Phone etiquette
Data entry
Exceptional communication
Complaint handling
Accomplishments
Used Microsoft Excel to develop inventory tracking spreadsheets.
Achieved results by introducing SAP for Module and Reagent tracking.
Attained over 5K monthly status in Receivable collection.
Created Budget spreadsheet to track expenses for specific Research projects.
Skills and Technologies
Microsoft Office - Word, Excel, Powerpoint, Outlook (Proficient)
ERP (Enterprise Resource Planning)- Proficient ABAS and SAP
Consults with business units to define ERP requirements
Provides training and support for end users
Executes weekly reports
Works closely with other teams to ensure the ERP system supports the company's goals
Timeline
Business Management - Business Administration
Davenport College of Business
NeuMoDx Molecular Sr. Customer Care Specialist
Front Desk Receptionist
Frego & Associates Bankruptcy Law
Administrative Assistant
Medical Advantage Group
Sr Research Administration Assistant
University of Michigan
Associate of Applied Business - Business Administration and Management
