Jonathan Heil
Georgetown,TN
Summary
Dedicated EDI professional with a strong background in knowledge management, process improvement, customer support, and financial processes. Adept at collaborating across departments to ensure knowledge accuracy, efficiency, and customer satisfaction. Proficient in content strategy and experienced with Zendesk tools.
Overview
16
16
years of professional experience
1
1
Certification
Work History
EDI Business Support Specialist
Allergan/Abbvie
04.2023 - Current
- Subject matter expert in several areas.
- Actively managed and updated the knowledge base, improving team efficiency and order processing accuracy
- Collaborated with external teams to streamline customer account creation
- Worked alongside finance and leadership to pinpoint and rectify processing deficiencies
- Assisted in onboarding new hires, and providing training materials and strategies for success
- Utilized Zendesk Guide for content management to ensure efficient customer support.
Accounts Receivable Administrator III
Allergan/Abbvie
06.2017 - 04.2023
- Communicated effectively with corporate leadership to implement collection actions for overdue accounts
- Collaborated with sales and marketing departments, ensuring alignment of financial documentation and product knowledge
- Trained new hires on best practices, protocols, and company products, reducing process gaps and boosting efficiency
- Developed strategies to promote effective use of financial documentation, leading to enhanced customer experiences.
Customer Service Representative
Inquisicorp/Sonlight Curriculum
05.2008 - 06.2017
- Consistently exceeded company productivity standards, promoting high customer satisfaction
- Mentored new employees on company procedures, contributing to optimal team performance
- Assisted customers with payments, resolving product issues, and establishing payment plans.
Education
Associate of Arts in Web Design -
Front Range Community College
Skills
- Knowledge Management
- Zendesk Support and Guide
- Electronic Data Interchange (EDI)
- Collaboration and cross-functional Coordination
- Content Strategy & Development
- Technical Communication
- HTML, CSS, JavaScript (for content authorship)
- Financial Software Proficiency
- Training experience
- Statement Reconciliation
Accomplishments
- Collaborated with supervisor to develop efficient POD procedures.
- Played a pivotal role in training and professional development initiatives.
- Completed leadership and communication modules, enhancing team collaboration and productivity.
Certification
EDI Academy Certified Professional
Timeline
EDI Business Support Specialist
Allergan/Abbvie
04.2023 - Current
Accounts Receivable Administrator III
Allergan/Abbvie
06.2017 - 04.2023
Customer Service Representative
Inquisicorp/Sonlight Curriculum
05.2008 - 06.2017
Associate of Arts in Web Design -
Front Range Community College