Rene Winn
Antioch,CA
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Strong academic foundation in healthcare systems, operations and leadership principals, demonstrated the ability to learn quickly and adapt to new environments and collaborate effectively with diverse teams. Seeking experienced level opportunities to expand skills while facilitating company growth. Eager to contribute to the success and growth of a healthcare organization as a future leader.
Overview
8
8
years of professional experience
Work History
Warranty Specialist
AbbVie
Pleasanton, CA
04.2021 - Current
- Ensured compliance with applicable laws, regulations, policies, and procedures related to warranties.
- Analyzed customer feedback data in order to identify potential areas of improvement within the warranty process.
- Coordinated with cross-functional teams to resolve complex or escalated warranty claims.
- Facilitated communication between customers, vendors, and internal departments during the claims process.
- Assisted with training new staff members on proper handling of customer inquiries related to warranties.
- Conducted regular audits of existing warranties in order to ensure they are valid and up-to-date.
- Drafted correspondence regarding changes or updates made to existing warranty contracts.
- Monitored expiration dates for all active warranties in order to prevent any lapses in coverage.
- Responded promptly and professionally to customer requests for information about their product's warranty status.
- Provided technical assistance when needed during troubleshooting activities for customers' products under warranty coverage.
- Investigated customer complaints regarding product warranties and determined appropriate resolution.
- Maintained warranty database, ensuring all records were accurate and up-to-date.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Collaborated with fellow team members to manage large volume of claims.
- Working knowledge of relevant laws, regulations and industry standards.
- Knowledge of risk management practices
- Knowledge of relevant healthcare privacy
- Managed all national accounts such as Massage Envy, Hand and Stone and more.
- Utilize SAP/CRM to create orders for consumables, sales trunk stock, non-revenue orders and fulfills assigned order to cash responsibilities.
- Maintain SFDC/MOXIE to contain updated customer and field personnel information.
- Partner with Leads to research inquires to identify and resolve customer concerns in a timely matter.
- Managed customer relationships to ensure satisfaction with the company's products and services.
- Conducted market research to identify potential customers for a variety of products and services.
- Resolved customer complaints in a timely manner while maintaining strong client relationships.
- Coordinated with other departments such as marketing, finance, operations, logistics, and legal teams regarding national accounts.
- Ensured that all contractual agreements were met by both parties throughout the duration of the contract period.
- Collaborated with internal teams such as Human Resources, Finance and Accounting departments in order to meet customer needs efficiently.
- Determined price schedules and discount rates.
Project Coordinator
Ross Headquarters
Dublin, CA
07.2020 - 02.2021
- Updated and distributed weekly project schedules to various vendors.
- Created, approved and distributed purchase orders to field team using peoplesoft.
- Created various different documents, including correspondence and memos to assist other management teams.
- Tracked income and expenses for Ross using Ariba, Peoplesoft and Smarsheets.
- Followed specific company rules to maintain the integrity of data at all times.
- Utilized Smartsheets to make entry updates for the company regarding finances and projects.
- Operated and maintained electronic systems by using equipment such as CITRIX to perform troubleshooting and monitoring task for companies technology equipment. .
- Provided IT and software trouble-shooting support to the Ross and DD's stores cctv's
- Document and communicate status, issues, and risks in a timely manner for project team and senior management.
- Managed INC tickets through ServiceNow.
- Managed correspondence inbox on a daily basis.
Order Protection Specialist
Rodan & Fields LLC
San Ramon, CA
04.2018 - 08.2019
- Inputted information from customer calls into the company's system using ASM, (automatic storage management) SALESFORCE, VANTIV, ( Large Credit Card Processor ) NSCore.
- ( Stores all backend information for consultants) in hybris for mulesoft.
- Contributes to the productivity, effectiveness, and efficiency of the department.
- Takes on difficult and sometimes stressful interactions with customers and non-customers of Represents and protects the Rodan+ Fields brand while servicing difficult cases.
- Independently determines and recommends an appropriate course of action following fraud detection.
- Work cross-functionally with Fraud and Compliance teams regarding account suspensions, closures, and other risk matters.
- Help identify process improvements and contribute to key projects and initiatives.
- Demonstrates ownership of issues and drives them through the organization, as necessary, until resolved.
- Delivers white glove service by extending the highest level of courtesy, professionalism, friendliness, and care in every interaction and at every touch point.
- Utilize a variety of resources including search engines, websites and internal resources to research.
- Utilize multiple complex systems to accurately document, research and resolve inquiries.
- Maintain and exceed performance standards including effectiveness, efficiency and quality.
- Works in a fast paced, structured environment that handles inbound contacts from the phone, email and the web.
- Adheres to schedule to ensure center service levels are met or exceeded.
- Support other work queues during high volume periods.
- Assist with other duties as assigned by management Recognized by management for providing exceptional customer service.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Verification Specialist/Administrative Assistant
Private Eyes INC
Walnut Creek, CA
09.2017 - 04.2018
- Verify employment, education and references by conducting the proper sources with a quick turnaround.
- Obtain verification information via phone,fax,mail etc.
- Handles extremely sensitive information daily.
- Research and retrieve information provided using various websites.
- Locate information and documents quickly and accurately in accordance with applicable laws and procedures.
- Performs other duties and responsibilities as assigned by the CEO.
- Process and route incoming mail.
- Provide accurate and appropriate information in response to customer inquiries.
- Monthly Audits.
- Demonstrated mastery of customer service call script within specified time frames.
- Maintained up-to-date records at all times, such as company revenue.
- Run reports and supplied data to fulfill client report requirements.
- Work with upper management to ensure appropriate changes were made to improve client satisfaction.
- Schedule, monitor and update drug screens.
- Execute various task provided directly from the CEO on a daily biases.
Word Processing Specialist
Medi-Cal Service Center, CCC EHSD
Antioch, Ca
04.2017 - 09.2017
- Provide clearances on client records, Entered data into the department's eligibility determination system (CWEA), Scanned documents into the department's filing system (Compass).
- Electronic Develops work units into the departments Workload Distribution Tool WDT.
- Coordinates and assigns Medi-Cal Reinvestigations and CalFRESH Recertification's.
- Semi-annual reports and miscellaneous documents.
- Mailroom duties, and various other duties assigned.
- Complied with security policies and kept information confidential.
- Reviewed data for deficiencies or errors and corrected any incompatibilities.
- Researched and obtained any further information for incomplete documents.
- Formatted digital documentation by changing font size, indentations and spacing.
Administrative/Clerical Associate
Contra Costa County East Bay Works
Antioch, CA
08.2016 - 02.2017
- Operated office equipment such as copiers and fax machines.
- Assist Unemployed clients with job search & other Resources.
- Provided Extensive clerical support for Case Managers and Employer Liaisons.
- Maintained knowledge of upcoming events and informed clients as necessary.
- Support co-workers in completing staffing assignments.
- Extensive telephone coverage, Data entry Assisted clients with various public resources to accommodate their needs.
- Answered daily phone calls to direct inquiries, answer customer questions and schedule appointments.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
Education
Bachelor of Science - Healthcare Management
American InterContinental University
Atlanta, GA01-2024
Associates of Science - Criminology
Carrington College
2009
Skills
- Call center experience
- SAP, MOXIE,SalesForce,CRM, and more
- Issue resolution
- Client support,PDM Support, RSD Support
- Team lead
- Quality assurance
- Relationship development
- Communications
- Customer service
- Administrative support
- Planning and coordination
- MS Office
- Project organization
- Credit card payment processing
- Conflict mediation
- Shipping and receiving understanding
- Inbound and outbound calling
- Office equipment proficiency
- Tech savvy
- Debit and Credit Memo
- Excellent phone etiquette
- Excel proficiency
- Energetic self-starter
- Self-sufficient
- Diagnostic software monitoring
- 3VR, INTELLEX, IP CAMERAS equipment testing
- Project planning
- Financial reporting
- Year-end reporting
- Revenue forecasting
- Contract Management
- New Policies Processing
- Teamwork and Collaboration
- Claim Amount Calculations
- Eligibility Determination
- Electronic Authorization Processing
- Account Management
- Information Verification
- Billing Software
- Insurance Coverage Verification
Timeline
Warranty Specialist
AbbVie
04.2021 - Current
Project Coordinator
Ross Headquarters
07.2020 - 02.2021
Order Protection Specialist
Rodan & Fields LLC
04.2018 - 08.2019
Verification Specialist/Administrative Assistant
Private Eyes INC
09.2017 - 04.2018
Word Processing Specialist
Medi-Cal Service Center, CCC EHSD
04.2017 - 09.2017
Administrative/Clerical Associate
Contra Costa County East Bay Works
08.2016 - 02.2017
Bachelor of Science - Healthcare Management
American InterContinental University
Associates of Science - Criminology
Carrington College
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