Kathleen Clement
Pedricktown,NJ
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
34
34
years of professional experience
Work History
SR CUSTOMER SERVICE/ LEAD REP
THERMOFISHER SCIENTIFIC INC
Remote
08.2015 - 05.2024
- Client Customer Service
- Handle incoming phone calls and emails from pharmaceutical sales reps regarding sample availability, shipping, and related information.
- Maintain accurate system records of all customer interactions and sample related activities, including delivery appointments, proof of delivery and process of returns and product redirects.
- Follow all SOP, client protocols and quality criteria in accordance with GMP.
- Vendor Management
- Vendor project coordination, issue resolution, identification of process improvement opportunities, prepare vendors for distribution, recognizes and communicates successes and failures.
- Run daily reports across clients.
- Additional Responsibilities
- Conduct vendor monthly performance reviews.
- Assist with special projects within the department.
- Serve as a back to the Customer Service Manager, Transportation Analyst and each CSR during heavy workload and PTO.
- Train new CSR’s and delivery agents.
- System Updates
- Ensure TMS (Transportation Management Systems) is current with vendor information, contact information, documentation of issues, successes and related client details.
CUSTOMER SERVICE REP
FULTON FINANCIAL CORP
Mantua
04.2012 - 03.2013
- Provide effective and timely resolutions pertaining to all banking transactions.
- Delivered quality customer service phone support for online banking, loan, and deposit rates.
- Complete ongoing training in product, service, and policy changes
CUSTOMER SERVICE REP- INSIDE SALES
PCS SUPPLIES INC
Penns Grove
04.2008 - 03.2012
- Process incoming orders, provide order status to customers.
- Purchase special products and process sample requests.
- Issue price quotes and schedule truck shipments.
- Suggest related products (cross-selling) and upgrade products(up-selling) to customers.
CONTRACT/ CHARGEBACK ANALYSIS- TEMP POSITION
CARDINAL HEALTH
Swedesboro
08.2005 - 06.2006
- Update all contract changes per manufacture request.
- Research customer/sales inquiry pertaining to contracts.
- Review and resolve all chargeback denials from manufacture.
CUSTOMER SERVICE SUPERVISOR
CARDINAL HEALTH
Swedesboro
02.2002 - 07.2003
- Maintain personnel records, vacation schedules and staffing coverage.
- Review call monitoring with each CSR to identify gaps in training.
- Interview, hire, assist in training CSR and manage all escalated calls.
CUSTOMER SERVICE REP
AMERISOURCEBERGEN
Thorofare
02.1990 - 02.2002
- Process incoming orders, credits, and merchandise returns.
- Create software including program updates, catalogs, and POS software.
- Assist customers with retail price stickers, assist Field Sales Assoc with projects.
Education
HIGH SCHOOL DIPLOMA -
HUDSON FALLS HIGH SCHOOL
Hudson Falls, NY06-1988
Skills
- Effective communication
- Client relationship management
- Problem-solving expertise
- Enhancing customer satisfaction
- Building customer loyalty
- Effective issue resolution
- Effective listening skills
- Client support
- Analytical reasoning
- Customer relations
- Problem resolution
- Relationship building
Timeline
SR CUSTOMER SERVICE/ LEAD REP
THERMOFISHER SCIENTIFIC INC
08.2015 - 05.2024
CUSTOMER SERVICE REP
FULTON FINANCIAL CORP
04.2012 - 03.2013
CUSTOMER SERVICE REP- INSIDE SALES
PCS SUPPLIES INC
04.2008 - 03.2012
CONTRACT/ CHARGEBACK ANALYSIS- TEMP POSITION
CARDINAL HEALTH
08.2005 - 06.2006
CUSTOMER SERVICE SUPERVISOR
CARDINAL HEALTH
02.2002 - 07.2003
CUSTOMER SERVICE REP
AMERISOURCEBERGEN
02.1990 - 02.2002
HIGH SCHOOL DIPLOMA -
HUDSON FALLS HIGH SCHOOL
Inspire Award of Recognition
Worked with a large pharmaceutical client to identify and correct a situation quickly to demonstrate dedication and care for their business