Rhonda Greer
Riverside,CA
Summary
Results-oriented customer service professional with expertise in order management, contract administration, and customer service. Proven track record as a primary liaison between customers, sales partners, and management, excelling in collaborative environments that enhance communication and expedite problem resolution. Adept at managing complex contract agreements and strategic pricing initiatives to meet organizational guidelines. Demonstrates exceptional service delivery in fast-paced settings, addressing customer inquiries and concerns with professionalism, empathy, and efficiency. Skilled in utilizing CRM systems to track interactions, follow up on customer needs, and ensure accurate, timely issue resolution. Known for a proactive approach to handling high-volume calls and delivering tailored solutions that exceed customer expectations. Recognized for maintaining patience and composure under pressure while consistently achieving performance metrics and service level agreements. Passionate about continuous improvement and dedicated to creating exceptional customer experiences that drive brand loyalty and retention.
Overview
19
19
years of professional experience
Work History
Sr. Coordinator, Contract Administration
Beckman Coulter Diagnostics
08.2020 - Current
- Served as the primary liaison for customers, sales partners, legal, management, and operational departments by successfully fostering a collaborative environment that enhanced communication and expedited problem resolution
- Researched and managed over 155+ contract agreements, including establishing efficient billing and shipping schedules
- Executed effective measures to boost customer retention by ensuring adherence to contract terms
- Conducted thorough reviews to ensure all contracts, both new and existing, adhered to GPO, IDN, and organizational guidelines, thereby maintaining top standards of regulatory and policy compliance
- Oversaw daily operations including Dashboard reports for Pricing/EDI/Manual Holds, Invoice Disputes, Advisories, Expiring Contracts, RMA, and Service Coverage, ensuring timely and accurate processing and reducing operational delays
- Performed Post Activation Review Self Audits (PARSA) on new instrument and consumable contracts, rigorously ensuring adherence to policies and program standards
- Collaborated with the sales team to facilitate contract renewals, prevent expirations, and support new instrument placements
- Coordinated with customers, management, and internal departments to deliver a seamless customer experience, resulting in improvement in customer satisfaction
- Built strong relationships with stakeholders through effective communication, leading to increased trust and collaboration.
- Enhanced team productivity by conducting regular performance reviews and providing constructive feedback.
Order Management Specialist
Beckman Coulter Diagnostics
04.2019 - 08.2020
- Streamlined the order management process by accurately processing and entering data into systems like DocuNET, EDMS, and Oracle, ensuring timely and error-free order fulfillment while enhancing workflow efficiency
- Fostered strong relationships with internal and external customers through prompt, professional communication, successfully resolving inquiries and issues, which improved overall customer satisfaction and retention
- Managed and resolved a high volume of customer service calls in a fast-paced environment, using analytical skills to address concerns quickly and efficiently, reducing wait times and enhancing customer experience
- Demonstrated superior listening and communication skills by consistently delivering top-tier customer service, effectively adapting to dynamic customer needs in a high-pressure work setting
- Achieved promotion from Administrative Support Specialist to Order Management within 6 months, driven by exceptional performance, surpassing job expectations, and consistently delivering measurable results
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
Grievance & Appeals Call Center Coordinator
Inland Empire Health Plan (IEHP)
06.2017 - 10.2018
- Managed and resolved member grievances with professionalism and empathy, ensuring strict adherence to escalation protocols while maintaining confidentiality in compliance with IEHP and HIPAA standards
- Acted as a key liaison between multiple departments, effectively coordinating information flow and ensuring timely grievance resolutions within set deadlines and case handling
- Delivered exceptional customer service, demonstrating patience and understanding, which led to increased member satisfaction and a measurable improvement in grievance resolution outcomes
- Maintained accurate records of customer interactions, enabling better tracking of issues and resolutions.
- Addressed escalated calls from customers professionally and efficiently with their subsequent complaints resolved effectively.
Member Services Representative
Inland Empire Health Plan (IEHP)
04.2016 - 06.2017
- Managed over 100+ member calls per day, efficiently routing inquiries to appropriate departments, exhibiting a reduction in call wait times and improved overall member satisfaction
- Verified member information with accuracy, adhering to strict privacy protocols and safeguarding sensitive data, contributing to zero data breaches or compliance issues
- Provided expert assistance, while consistently resolving complex Medi-Care and Medi-Cal issues, earning commendations for outstanding accuracy and personalized service
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Senior Customer Order Support Representative
CareFusion, Inc.
08.2005 - 10.2015
- Trained and mentored team members in advanced customer service and productivity techniques, resulting in a measurable increase in overall team performance and effectiveness
- Coordinated the processing of orders and shipments, aligning with established timelines
- Provided critical support to the Midwest and Eastern Regional Sales Force, ensuring uninterrupted operations and high customer satisfaction
- Improved operational efficiency by preparing accurate quotes, configuring products, and fulfilling consignment requests promptly, significantly contributing to streamlined operations and enhanced workflow
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
Education
Paralegal Certificate -
MERIT COLLEGE
04-1995
Skills
- Contract Management
- Regulatory & Policy Compliance
- Customer Order Management Systems
- Process Improvement
- Data Accuracy & Privacy
- Complex Issue Resolution
- Team Training & Mentorship
- Regional Sales Support
- Workflow Optimization
- Effective Communication & Problem-Solving
- Conflict Resolution & Crisis Management
- Multitasking
- Cultural Sensitivity
- Microsoft Office Suite Platforms; SharePoint
- Internet Explorer
- IOS
- Windows 10/11
- Oracle
- Bill Trust
- Electronic Document Management Systems
- Customer Relations Document Retrieval System
- Daily Management Meeting facilitation
Affiliations
Steering Committee Team Member, Diversity, Equity & Inclusion, Beckman Coulter, Brea
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Timeline
Sr. Coordinator, Contract Administration
Beckman Coulter Diagnostics
08.2020 - Current
Order Management Specialist
Beckman Coulter Diagnostics
04.2019 - 08.2020
Grievance & Appeals Call Center Coordinator
Inland Empire Health Plan (IEHP)
06.2017 - 10.2018
Member Services Representative
Inland Empire Health Plan (IEHP)
04.2016 - 06.2017
Senior Customer Order Support Representative
CareFusion, Inc.
08.2005 - 10.2015
Paralegal Certificate -
MERIT COLLEGE
Similar Profiles
SHILPA SHREE JSHILPA SHREE J
Senior Software Engineer at Beckman Coulter DiagnosticsSenior Software Engineer at Beckman Coulter Diagnostics
Ronnie MomiRonnie Momi
Production Technician at Beckman Coulter DiagnosticsProduction Technician at Beckman Coulter Diagnostics
Daniel OehlerDaniel Oehler
Senior Field Applications Specialist at Beckman Coulter DiagnosticsSenior Field Applications Specialist at Beckman Coulter Diagnostics