Tara Hartzel Vancosky
Scranton,PA
Summary
Productive and confident customer service professional with a proven history of providing outstanding customer service, exceeding goals, and forging trusting and enduring relationships with clients, vendors, and team members. Strong understanding of OTC processes. Skilled in telephone etiquette, resolving customer complaints, and providing technical support. Utilizes superior communication, interpersonal, and analytical skills to achieve the highest level of client satisfaction. Experienced Management Trainee successful at adapting to changing conditions and efficiently learning new processes. Performance-driven and responsible leader passionate about driving growth and improvements across the board.
Overview
16
16
years of professional experience
Work History
Manager Trainee
Genpact, Inc
Wilkes-Barre, PA
05.2022 - Current
- Mange the order fulfillment process of electronic orders within the SAP system.
- Modify and allocate available stock to customer orders during constrains while delivering against service and fill rate targets.
- Perform availability checks and provide availability dates to customers.
- Order track and trace when shipped out of the shipping facilities; share real time updates with the customer.
- Create credit and debit memos in the event of under / over shipment on sales orders.
- Deliver quality customer service by researching and responding to all inquiries with assigned SLA’s.
- Coordinate with customers to obtain replacement of unavailable items.
- Ensure delivery notes on sales orders are created in a timely fashion to ensure product allocation to orders.
- Manage various Direct to Store programs.
Customer Service Representative
HarperCollins Publishers
Moosic, PA
11.2018 - 07.2021
- Liaison for all Special Market Retail accounts.
- Processed phone and electronic orders into JDE system.
- Answered account inquiries via email, chat, and phone.
- Completed high volume data entry into JDE system.
- Exported data from JDE to create various reports and raw data files.
- Assisted customers with a warm and professional attitude.
Customer Service Representative
Kemper Insurance
Moosic, PA
10.2014 - 08.2018
- Communicated via live online chat, telephone, and emails while serving as key point of contact and support for a nationwide network of licensed agents and customers within a rapid-paced call center environment.
- Advised agents and customers on document changes/requests, addressed complex billing inquiries, processed related transactions, and issued credits.
- Instituted technical training and support for the agent web portal.
- Maintained superior quality scores for three consecutive years and received various customer and agent compliments during tenure with company.
Temporary Customer Service Representative
Geisinger Health Plan
Wilkes-Barre, PA
01.2013 - 04.2013
- Demonstrated exceptional customer service to Medicaid recipients with the transition from Access to a managed health plan.
- Received various 'kudos' calls while on assignment with the company.
Customer Service Coordinator
Cornell Storefront Systems
Plains, PA
09.2011 - 01.2013
- Dispatched service calls and provided customer support for store front gates and garage doors.
- Selected the most appropriate vendor based upon customer pricing and scope of work; ensured timely follow up actions were maintained for every dispatch; and prepared and submitted quotes for additional scopes of work as needed.
Call Center Representative
TMS Health
Moosic, PA
07.2010 - 04.2011
- Provided consumers with a positive and thorough experience in reporting any actual and potential non-serious Adverse Event (AE); Assessed each reported AE for serious or non-serious classification as per FDA regulations and escalated appropriately.
- Recorded Product Quality (PQ) reports from consumers; utilized best judgment for reimbursement on a case-by-case basis.
- Corresponded with consumers via email regarding product complaints and rectified each situation appropriately.
Deductions Analyst
Genpact, Inc
Wilkes-Barre, PA
10.2009 - 07.2010
- Resolved various types of deductions for Westpoint Home.
- Verified and resolved customer discrepancies and charge backs while maintaining positive business relationships.
Education
Certificate - Computer Technical Support
The Chubb Institute
Parsippany, NJBusiness Administration Classes -
Bergen Community College
Paramus, NJSkills
- Typing speed: 55 wpm
- Microsoft Windows
- Microsoft Office Suite
- SAP software
- Data analysis
- Order fulfillment
- Superb time management
- AS400 system
- EDI expertise
- Credit management
- Customer service
- Problem solving
- Attention to detail
- Vendor management
Timeline
Manager Trainee
Genpact, Inc
05.2022 - Current
Customer Service Representative
HarperCollins Publishers
11.2018 - 07.2021
Customer Service Representative
Kemper Insurance
10.2014 - 08.2018
Temporary Customer Service Representative
Geisinger Health Plan
01.2013 - 04.2013
Customer Service Coordinator
Cornell Storefront Systems
09.2011 - 01.2013
Call Center Representative
TMS Health
07.2010 - 04.2011
Deductions Analyst
Genpact, Inc
10.2009 - 07.2010
Certificate - Computer Technical Support
The Chubb Institute
Business Administration Classes -
Bergen Community College
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