Nicole Herbert
Smyrna,GA
Summary
Enthusiastic Senior Customer Service Representative with 10+ years of experience in customer service and order management. Provides outstanding customer service, engages customers, and builds strong relationships with buyers. Demonstrates a strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance. Operates at a high level to consistently meet or exceed business quality and productivity standards.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Avanos
08.2020 - 06.2024
- Processed purchase orders from hospitals and major distributors based in the US using SAP system.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Worked directly with facilities resolving all order discrepancies- including returns, shortages, damages, and customer complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Received inbound phone calls from facilities- processed purchase orders, checked order statuses, and notated all discrepancies.
- Communicated with company sales reps daily. Processed all sample orders, and special lot requests from marketing.
- Mentored lower-level customer service representatives- which included training daily CSR tasks, phone shadowing, taking escalations.
- Built reports and spread sheets for white glove account customers. Contacting them weekly to provide updates, handle all inquiries, and provided a backorder report for all items the typically ordered.
Customer Service Representative
Neomed
10.2018 - 07.2020
- Processed hospital orders for Neonatal product all around US and International using SAP system.
- Communicated with warehouse staff daily to ensure processed orders got sent out to all hospitals in a timely manner
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Southeastrans
09.2015 - 09.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Verify member Medicaid, Check member eligibility for transportation through Medicaid, Book appointments for transport, Route transports
- Approve special rates for trips, Build/Create reports for supervisor(excel), verify urgent care trip, process claims, complete all clerical duties needed for call center.
- Communicated with contracted Medicaid drivers to ensure members got to and from appointments in a timely manner.
Automated Logistical Specialist (92A)
US Army
04.2011 - 04.2015
- Inventoried and accounted for complex equipment and sensitive parts; identified items which needed to be turned in, rotated, repaired, or replaced.
- Supervised maintenance schedules for vehicles and equipment within the unit''s fleet, ensuring optimal functionality throughout deployment periods.
- Created and maintained stock records and other documents such as inventory, material control, accounting, and supply reports.
- Maintained accountability for millions of dollars'' worth of equipment, ensuring proper storage and tracking procedures were followed.
Education
No Degree - Logistics And Materials Management
Georgia Military College - Milledgeville
05.2026
Skills
- SAP Experience
- Microsoft proficient
- Complaint resolution
- Quality Assurance
- Payment Processing
- Account Management
- Staff Training
- Call Center experience
Timeline
Senior Customer Service Representative
Avanos
08.2020 - 06.2024
Customer Service Representative
Neomed
10.2018 - 07.2020
Customer Service Representative
Southeastrans
09.2015 - 09.2018
Automated Logistical Specialist (92A)
US Army
04.2011 - 04.2015
No Degree - Logistics And Materials Management
Georgia Military College - Milledgeville
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