Peter Rosenberg
Peoria,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality.
Overview
28
28
years of professional experience
Work History
2nd Time QA Seasonal Role
Mckesson
11.2023 - Current
- Administered the required monthly amount of internal quality audits and assessed results to inform corrective action measures.
- 2nd time doing a QA seasonal role 11/2023 to 3/2024
- Review and Score Pre recorded calls based on QA guidelines
Customer Service
McKesson
05.2009 - Current
- McKesson is in business for better health
- As a company working with health care stakeholders in every setting, we are charting the course toward a stronger, more sustainable future for the entire industry
- Prioritized internal and external time-sensitive customer requests with excellence to ensure prompt response and resolution
- Participated in, and contributed to, team building events and activities
- Trained and skilled in the use of the latest program (Rems)
- Achieved numerous certificates of internal training: MDV-052 Situational Leadership Virtual Classroom PDV-065 The Fundamentals of Decision Making Time Management - The 5 Choices to Extraordinary Productivity Business Etiquette High-Impact Feedback and Listening
- Successfully supported a diverse customer base of Doctors, Pharmacies and Patients
- Prior lead experience at previous employers
- Lead Experience of 3 years
QA SEASONAL ROLE
McKesson
11.2022 - 03.2023
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Recommended improvements to systems and procedures for increased productivity.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Identified training opportunities to drive increased levels of quality through various projects.
Customer Service Representative
DHL, DHL Express
01.1996 - 01.2009
- 12 years, call center experience
- Single point of contact for largest account holders with, Lead Experience of 3 years
- Detailed reporting for payroll of large accounts, transports urgent documents and goods reliably and on time from door-to-door in more than 220 countries and territories, and operates the most comprehensive global express network
- With a fleet of more than 250 aircraft, DHL Express is also one of the largest air carriers worldwide.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
High school diploma -
Islip High School
Islip, NY06.1983
Skills
- EXCEL
- MICROSOFT OFFICE
- OUTLOOK
- WORD
- McKesson
- Documentation review
- IVR
- Customer service
- Assessments
- Customer Focus & Orientation — Expert
- May 2020
- Responding to customer situations with sensitivity
- Full results: Expert
- Call Center Customer Service — Proficient
- Applying customer service skills in a call center setting
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- Technical Knowledge
- Microsoft Office Suite: Outlook, Word, Excel
- Utilization of the Internet
- McKesson Applications / Rems
- Documentation skills
- Database management
- Skilled in Verint
- Outstanding clerical abilities
- Regulatory compliance understanding
- Number-savvy
- People skills
- Active listening
- Flexible schedule
Additional Information
- #readytowork, Authorized to work in the US for any employer
Timeline
2nd Time QA Seasonal Role
Mckesson
11.2023 - Current
QA SEASONAL ROLE
McKesson
11.2022 - 03.2023
Customer Service
McKesson
05.2009 - Current
Customer Service Representative
DHL, DHL Express
01.1996 - 01.2009
High school diploma -
Islip High School
Similar Profiles
Andre HenleyAndre Henley
Operations Supervisor/Receiving Supervisor at McKessonOperations Supervisor/Receiving Supervisor at McKesson
Annetta JonesAnnetta Jones
Material Handler at McKessonMaterial Handler at McKesson
ERNEST FIANKOERNEST FIANKO
Senior Warehouse Associate at MckessonSenior Warehouse Associate at Mckesson
Raymond ParraRaymond Parra
Delivery Driver at McKessonDelivery Driver at McKesson
Gloria KlugGloria Klug
VP of Marketing at Blue Cactus Consulting & Spectrum Technology SolutionsVP of Marketing at Blue Cactus Consulting & Spectrum Technology Solutions