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Shermilee J. Stevens
Kirkland,WA
Work Preference
Summary
Customer-focused professional with extensive B2B customer service experience, specializing in order management and claims processing. Demonstrated success in streamlining workflows, enhancing operational efficiency, and improving customer satisfaction across varied industries, including medical supplies and logistics.
Overview
22
22
years of professional experience
Work History
Order Clerk AI Tester
Mercor
11.2025 - Current
- Tested AI responses and solutions for Order Clerk-related functions. This is a short-term contract.
Customer Fulfillment Associate
Essentia Water / Nestle, Food and Beverage Sales
Bothell, WA
09.2021 - 02.2025
- Created and documented SOPs to ensure accuracy, efficiency, and consistency in electronic ordering, order tracking, returns, and customer data management.
- Standardized workflows to improve team performance, reduce miscommunication, and streamline onboarding.
- Enhanced operational efficiency by identifying process gaps, implementing solutions, and improving internal/external communication.
- Led Daily Delivery Recap process to track appointments and delivery statuses for timely fulfillment.
- Developed and maintained data-driven reports for Sales, Management, and Logistics by processing 20–200 order updates daily in NetSuite.
- Diminished costly errors and rework by enabling quick identification of customers and shipping locations, thus boosting tea efficiency and significantly cutting order processing time.
- Optimized order processing and fulfillment by leveraging communication and problem-solving skills to trace, manage, and process customer orders efficiently for timely delivery.
- Employed proactive customer communication strategies by designing standardized order confirmation templates, overseeing expectations, and minimizing last-minute escalations.
- Strengthened customer relationships by setting clear delivery timelines, coordinating with logistics teams to expedite urgent requests, and restricting service disruptions.
Customer Care Specialist
EKOS Corporation / Boston Scientific, Medical Equipment and Services
Bothell, WA
05.2017 - 05.2020
- Propelled team efficiency and productivity by identifying and deploying workflow enhancements to decrease inconsistencies and maximize process reliability.
- Forged team collaboration and knowledge-sharing by refining workflows, closing procedural gaps, and building more informed and cohesive teams.
- Updated operations and lowered reliance on informal documentation for structured and consistent handling of domestic, international, and military orders.
- Crafted and regularized documentation, including SOPs and OUS customer process guides, to increase accuracy, efficiency, and consistency in order management, return authorizations, incident reporting, and customer setup.
- Spearheaded end-to-end processing of International (OUS) Orders by handling coordination from purchase order receipt to final shipment while meeting country-specific regulations and documentation requirements.
- Directed order processing and customer support for EKOS Sales and clients by answering inquiries via phone and email while assuring seamless issue resolution and follow-ups.
- Planned and utilized Outlook Quick Parts templates tailored to OUS customers to nurture email communication for elevated efficiency and consistency.
Order Shipment Verifications / Customer Service
Nordstrom Corporate, Clothes Retailor
Seattle, WA
12.2016 - 01.2017
- Seasonal Contract: Confirmed order details, including product quantity, SKU, and shipping address, before dispatch.
- Ensured all shipments comply with customer specifications and industry shipping requirements.
- Validated packing slips, invoices, and tracking numbers for precision.
- Responded promptly to customer inquiries regarding order status, shipment tracking, and delivery timelines.
- Investigated and escalated delivery issues to ensure prompt resolution for shipments affected by theft, damage, or non-delivery.
Claims Processor, Operations
Garden City Group, Third-Party Administrators of Class-Action Lawsuits
Seattle, WA
08.2010 - 05.2014
- Processed and reviewed claims efficiently for accuracy and adherence to policy terms.
- Assessed supporting documentation, including legal, medical, and financial records.
- Investigated claim discrepancies and collaborated with stakeholders for resolution.
- Analyzed claims data to explore trends and suggest process improvements.
- Utilized legal and administrative tools, including Citrix for claims processing and data management, Classlite for customer information research, Nitro Pro 7 for document redaction, Adobe Acrobat for document creation and processing, and Microsoft Word, Excel, and Outlook (2010) for correspondence, record-keeping, and case tracking.
- Adapted to evolving processes and regulatory changes by demonstrating flexibility and attention to detail in fast-paced legal environment.
- Supported high-profile legal cases including BP Oil Spill / Deepwater Horizon lawsuits and Cobell vs. Salazar Indian Land Trust Settlement for efficient claims administration and compliance with legal protocols.
- Conducted quality assurance (QA) and training for consistency in claims administration and adherence to frequently changing legal protocols and procedures.
- Reviewed, processed, and maintained legal documentation for accuracy, compliance, and proper dissemination of customer records and correspondence.
- Achieved over 90% accuracy in processing claims, reviewing documents, and conducting estate and heirship research to expedite case resolutions.
- Managed customer communications via letter, email, and voicemail transcription by providing clear and timely responses to inquiries and legal notices.
Reverse Order Specialist
Behringer USA, Manufacturer and Distributor of Pro Audio Equipment
Bothell, WA
06.2008 - 10.2008
- Hired, under short-term contract, to clear up the backlog of reverse orders and warranty repairs.
- Processed and administered all reverse logistic activities, including review and correction of any RA orders, disposition review, claim generation, claims process, and service center processes of RA credits for dealers.
- Reviewed and resolved discrepancy reports for Memphis WHSE and A/R.
- Answered customer calls regarding claims and status of returns or replacements.
- Researched logistical problems including lost shipments, order entry errors, damaged products, et. al. and worked on swift and complete resolution.
- Assisted in creating more efficient processes for the Reverse Order Specialist position which included creating a claim status resolution log to be shared with other departments; creating new claim templates; updating procedure processes; et al.
Administrative Assistant
Premera Blue Cross, A Medical Insurance Company
Seattle, WA
08.2004 - 02.2008
- Organized office and paperwork for EDI Team, ordered supplies, took meeting notes, and processed and mailed daily reports to ensure smooth operations.
Skills
- Sales Order Processing
- Purchase Order Management
- Returns Processing
- B2B Customer Service Management
- Customer Support
- Order Management
- Customer Relationship Management
- Customer Communication
- Customer Satisfaction
- Customer Retention
- Logistics Coordination
- Logistics Reporting
- Claims Processing
- Claims Compliance
- Quality Assurance
- Data Management
- CRM Management
- Workflow Optimization
- Process Improvement
- SOP Creation and Standardization
- Cross-Functional Collaboration
- Multitasking Abilities
- Problem Solving
- Information Verification
- Shipping Document Preparation
- Order Review and Verification
- Data Entry Skills
- Exceptional Communication
- Conflict Resolution
- Written Communication
- Training and Employee Development
- Customer Service
- Fulfillment Management
- Effective Communication
Timeline
Order Clerk AI Tester
Mercor
11.2025 - Current
Customer Fulfillment Associate
Essentia Water / Nestle, Food and Beverage Sales
09.2021 - 02.2025
Customer Care Specialist
EKOS Corporation / Boston Scientific, Medical Equipment and Services
05.2017 - 05.2020
Order Shipment Verifications / Customer Service
Nordstrom Corporate, Clothes Retailor
12.2016 - 01.2017
Claims Processor, Operations
Garden City Group, Third-Party Administrators of Class-Action Lawsuits
08.2010 - 05.2014
Reverse Order Specialist
Behringer USA, Manufacturer and Distributor of Pro Audio Equipment
06.2008 - 10.2008
Administrative Assistant
Premera Blue Cross, A Medical Insurance Company
08.2004 - 02.2008