Kimberly Robertson
North Tonawanda,NY
Summary
Detail-oriented Customer Support Specialist with extensive experience in managing client relations and order processing within regulated environments. Achieved efficient resolution of complex shipping discrepancies and maintained strong professional relationships with healthcare clients through effective communication and problem-solving. Focused on enhancing client satisfaction and ensuring compliance with operational workflows and quality standards.
Overview
23
23
years of professional experience
Work History
Customer Support Specialist
Pine Pharmaceuticals
Tonawanda, NY
04.2018 - Current
- Provide 1:1 support to healthcare practices, hospitals, surgery centers, and vision specialists regarding 503B outsourcing needs.
- Assisted clients with seamless reordering through email, phone, and online customer portal, ensuring timely fulfillment of needs.
- Managed auto-ship programs and addressed general account inquiries, enhancing customer satisfaction and retention.
- Work closely with internal sales and account management teams to coordinate customer requests, communicate pricing/product availability, and share client feedback.
- Generated Return Merchandise Authorizations (RMAs) and processed credits to resolve customer issues efficiently.
- Facilitate the establishment of new customer accounts
- Experience with regulated standard operating procedures (SOPs) with a 503B facility.
- Strong verbal and written interpersonal skills for direct, professional client interaction.
- Familiarity with CRM tools (such as HubSpot or Salesforce) and Microsoft Office suite.
Inside Sales Representative
Cardinal Health/ ParMed Pharmaceuticals
Niagara Falls, NY
06.2013 - 04.2018
- Contacted retail independent pharmacies by telephone across the United States to promote and sell generic pharmaceuticals.
- Developed and maintained relationships with healthcare providers to drive sales growth.
- Conducted product presentations and demonstrations to educate clients on pharmaceutical offerings.
- Collaborated with cross-functional teams to enhance customer service and streamline order processing.
Account Executive
Cornerstone Telephone Company/ Verizon Independent Agent
North Tonawanda, NY
12.2007 - 01.2013
- Identified medium to large-sized business prospects through targeted telemarketing, cold calling, and strategic networking.
- Qualified prospects to uncover specific customer needs and align solutions accordingly.
- Sold comprehensive voice, data, and Internet solutions to medium to large-sized businesses in WNY, driving customer engagement and satisfaction.
- Consistently met company objectives and goals.
- Represented One Communications as a Chamber member in Tonawanda and Ken-Ton Chambers of Commerce.
Networks Account Executive
Broadview
Buffalo, NY
12.2003 - 12.2007
- Identified small to mid-sized business prospects through targeted telemarketing, cold calling, and strategic networking.
- Qualified prospects to uncover specific customer needs and align solutions.
- Qualified and probed to determine specific customer needs.
- Achieved company objectives through strategic planning and execution.
- Represented Broadview Networks as a Chamber member in Tonawanda, Ken-Ton, Lancaster and Cheektowaga Chambers.
Education
Associate of Science - Biology
Niagara County Community College/ State University of New York At Buffalo
Buffalo1992
North Tonawanda Senior High School
North Tonawanda, NY1988
Skills
- Customer relationship management (CRM)
- Client onboarding
- Account management
- Data entry
- Complaint handling
- Problem-solving
Timeline
Customer Support Specialist
Pine Pharmaceuticals
04.2018 - Current
Inside Sales Representative
Cardinal Health/ ParMed Pharmaceuticals
06.2013 - 04.2018
Account Executive
Cornerstone Telephone Company/ Verizon Independent Agent
12.2007 - 01.2013
Networks Account Executive
Broadview
12.2003 - 12.2007
Associate of Science - Biology
Niagara County Community College/ State University of New York At Buffalo
North Tonawanda Senior High School