Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
19
19
years of professional experience
Work History
Business Analyst, Contract Role through Randstad
Boston Scientific
04.2023 - 09.2024
Collaborated with permanent Business Analysts to provide assistance and back up on price loads, price verification, price letters, creating a contract, running a model, and other duties as assigned
Collaborated with permanent Contract Administrators to provide back up
Performed contract activation in Premier GPO portal
Conducted research of contract terms in Premier/Vizient/HealthTrust GPO portals
Interacted with internal customers to understand business needs and translate into resolution of invoice disputes
Team Lead
Stryker Orthopaedics
09.2021 - 03.2023
Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times
Coached team members in techniques necessary to complete job tasks
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities
Assisted in recruitment to build team of top performers
Senior Customer Service Representative
Stryker Orthopaedics
04.2019 - 08.2021
Established strong rapport with customers, fostering long-term relationships while supporting a sales territory representing over $15 million in annual sales
Resolved customer service issues using company processes and policies and provided updates to customers
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion, including pricing uploads, rebate calculations, RFPs, contract implementation and administration
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers
Coordinated with inventory and warehouse teams to establish and maintain proper inventory levels
Mentored junior team members, contributing to their professional development and overall team success
Senior Customer Service Representative
Osteologic Inc, An Agent of Stryker Orthopaedics
10.2017 - 03.2019
Established strong rapport with customers, fostering long-term relationships while supporting a sales territory representing over $15 million in annual sales
Resolved customer service issues using company processes and policies and provided updates to customers
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion, including pricing uploads, rebate calculations, RFPs, contract implementation and administration
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers
Coordinated with inventory and warehouse teams to establish and maintain proper inventory levels
Mentored junior team members, contributing to their professional development and overall team success
Customer Service Representative
Spineology
10.2016 - 10.2017
Managed territory of thirteen sales representatives in a ten-state region
Maintained contract pricing
Monitored incoming emails and faxes; responded to incoming phone calls from assigned hospitals and sales representatives regarding orders, order status, tracking information and pricing
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Coordinated with logistics department to expedite shipping for urgent customer orders
Improved departmental processes to allow for continuity of service
Customer Care Associate
Medivators
05.2016 - 10.2016
Answered incoming customer calls for order placement, order confirmation and shipping information
Documented calls; created cases and Return Materials Authorizations (RMA) as appropriate
Entered orders for renal and GI products in M2K system
Handled escalated customer concerns, achieving high levels of resolution and satisfaction
Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards
Identified crisis calls and arranged for emergency assistance to resolve important problems
Enhanced customer satisfaction by addressing and resolving issues promptly and professionally
Service Advisor, Contract Role
HRdirect
08.2015 - 04.2016
Communicated HR policies via inbound calls from employees and managers on all levels of business
Documented calls and researched as appropriate within PeopleSoft and HR HelpDesk
Solved problems systematically, using sound business judgment and follow through
Maintained professionalism while responding to challenging callers and situations
Maintained high customer satisfaction standards to meet or exceed targets
Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment
Provided exceptional customer service, resolving complaints diplomatically and efficiently
Met customer call guidelines for service levels, handle time and productivity
Assisted with day-to-day operations, working efficiently and productively with all team members
Coordinated travel itineraries and reservations for sales representatives
Served as liaison between customer service and sales
Reviewed commissions for accuracy
Proved successful working within tight deadlines and a fast-paced environment
Demonstrated strong organizational and time management skills while managing multiple projects
Customer Service Specialist/Office Manager
Stryker Spine
04.2011 - 10.2014
Ensured accurate pricing uploads, Requests for Proposal (RFP) and contract implementation/administration
Maintained cross divisional relationships to aid in RFP process and sales bundles
Prepared accounts payable for processing
Coordinated travel itineraries and reservations for sales representatives
Performed local Human Resource Manager responsibilities, including on-boarding, orientation, non competes, I9s, benefits questions and maintenance of surgical literature library
Consistently ranked in the top 2 of 39 branches/agencies for customer service
Established strong rapport with customers, fostering long-term relationships while supporting a sales territory representing over $12 million in annual sales
Resolved customer service issues using company processes and policies and provided updates to customers
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion, including pricing uploads, rebate calculations, RFPs, contract implementation and administration
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers
Coordinated with inventory and warehouse teams to establish and maintain proper inventory levels
Senior Customer Service Representative
Osteologic Inc, An Agent of Stryker Orthopaedics
06.2005 - 04.2011
Established strong rapport with customers, fostering long-term relationships while supporting a sales territory representing over $15 million in annual sales
Resolved customer service issues using company processes and policies and provided updates to customers
Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion, including pricing uploads, rebate calculations, RFPs, contract implementation and administration
Developed comprehensive knowledge of company products and services in order to provide accurate information to customers
Coordinated with inventory and warehouse teams to establish and maintain proper inventory levels
Mentored junior team members, contributing to their professional development and overall team success
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.