Roshawn Hill
Cockeysville,MD
Summary
Dedicated professional successful at handling numerous clients and difficult individuals. Proactive with the resolve to remain calm under extreme pressure. Focused on attending to various customer needs with history achieving and exceeding expectations. Expert customer relations representative and team leader.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
IZI Medical Products
Owings Mills, MD
07.2015 - 05.2024
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Processed orders accurately and efficiently in accordance with company policies.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Responded promptly to emails sent by customers seeking assistance.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Prepared detailed reports of daily activities for management review.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Communicated effectively with team members to ensure timely response times for customers.
- Identified opportunities for process improvement within the customer service department.
Procurement Coordinator
IZI Medical Products
Owings Mills, MD
07.2015 - 05.2024
- Monitored inventory levels and ordered materials as needed.
- Negotiated pricing with vendors to ensure cost savings for the company.
- Collaborated with internal stakeholders on special projects such as strategic sourcing initiatives.
- Assisted in the development of procurement policies and procedures.
- Served as a liaison between vendors and suppliers and internal customers when necessary.
- Coordinated with other departments on project-specific purchasing needs.
- Created purchase orders, tracked shipments and ensured timely delivery of goods.
- Ensured compliance with legal requirements related to purchasing processes.
- Reviewed invoices for accuracy and processed payments in a timely manner.
- Provided support during contract negotiations with suppliers regarding terms, conditions, pricing, payment schedules.
- Managed day-to-day operations within the department including staff scheduling and training.
- Prepared requests for proposals for goods or services required by the organization.
- Cultivated productive relationships with suppliers and maintained open communication.
- Stayed up to date on market trends, prices and vendor options.
- Diminished merchandise production down time, ensuring quality control while verifying assembly and creating new packaging.
- Traced missing material and shipments through vendor and customer communications.
- Drove customer feedback to deliver information to management for corrective action.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
- Investigated and analyzed client complaints to identify and resolve issues.
- Added new vendors and products into system and keyed in special shipping codes when needed.
- Reviewed and approved vendor invoices.
- Applied well-developed communication, interpersonal and collaboration skills to build effective working relationships with vendors and partners.
Education
MBA - Business Administration And Management
University of Maryland - Baltimore
Baltimore, MDSkills
- Payment management
- Customer Relationship Management
- Customer Needs Assessment
- Account Management
- Issue Escalation
- Company policy adherence
- Product Sales
- Contract Negotiation
- Complaint Handling
- Customer Retention
- Customer Engagement
- Research capabilities
- Call Control
- Team training and development
- Returns processing
- Customer queries
- Team Collaboration
- Troubleshooting
- Shipping coordination
- Queue management
- Shipment Tracking
- Call Documentation
- Needs Assessment
- De-Escalation Techniques
- Customer Service
- Order Processing
- Credit card payment processing
- Multi-Line Phone Systems
- Salesforce CRM
- Project management abilities
- Professional telephone demeanor
- LiveChat Messaging
- MS Office
- Teamwork and Collaboration
- Multitasking
- Customer Data Confidentiality
- Contract Development
- Reliability
- Call Center Operations
- Excellent Communication
- Product and service knowledge
- Self Motivation
- Data Management
- Order and Refund Processing
- Administrative and Office Support
- Team building
- Problem-Solving
- System implementation
- Business development understanding
- Problem-solving abilities
- Customer Relationship Management (CRM)
- Account updating
References
References available upon request.
Timeline
Customer Service Executive
IZI Medical Products
07.2015 - 05.2024
Procurement Coordinator
IZI Medical Products
07.2015 - 05.2024
MBA - Business Administration And Management
University of Maryland - Baltimore
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