Tracie Evenson
Minneapolis,MN
Summary
Highly persuasive, motivated leadership professional with expertise in problem solving and negotiating skills. Excellent in listening skills, oral and written communication. Comfortable in interacting with all levels of organization and public. Able to make decisions independently and quickly with minimal escalation. Self-motivated Medical Records Specialist with expertise in scanning and indexing medical records to correct chart.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Nilfisk
05.2023 - Current
- Management of high volume inbound and outbound phone calls and emails in response to any inquiries, questions, or other follow up in a professional and helpful manner
- Be an ambassador for the Nilfisk Self Service channel
- Seek commercial opportunities, escalating sales/service leads as required
- Develop knowledge of key customers, building meaningful relationships and driving trust in key competencies
- Leveraging ERP, CRP, and online tools, to confirm account number, part number and descriptions
- Communication to customer on pricing, availability, open orders, and ship dates
- Ability to issue credits and rebills according to policy and procedures
- Enter orders
Business Development Representative
Ergotron
08.2019 - 01.2023
- Effectively built relationships with both established and potential customers
- Created and improved business pipeline using cold and warm techniques
- Set up potential client contacts, cultivated relationships and followed through on service needs in Sales Force
- Maintain daily goal of at least 50 activities per day through email and calls
- Participate in new product/service opportunity calls: new product launch discussions, and quarterly business reviews with the established customer accounts
Customer Engagement
Ergotron
03.2018 - 08.2019
- Meet call quality and service level expectations of 80% for all incoming activity via the global contact management system
- Update contact records for all inbound calls/chats and emails in Salesforce
- Provide product support to customers; escalate to tech support as needed
- Navigate Oracle and Salesforce systems to obtain and relay information customers concerning order status
- Average credit card orders, 4 per week 16 per month
- Issue Return Material Authorizations to customers within the guidelines of the RMA policy
Education
Medical Technology - Medical Coding
Century College
White Bear Lake, MN09-2025
AAS - Business Management and Medical Office Assistant
Century College
MN12.2024
Skills
- Leadership Management
- Self-motivation
- Staff Training
- Dependability
- Problem resolution
- Phone etiquette
- Conflict mediation
- Claims monitoring
- CRM software
- Payment processing
- Empathy and patience
- Active listening
- Appointment scheduling
- Database research
- Call handling
- Multitasking and organization
Certification
- AOEAS Ergotron, 01/01/21
- Toastmaster Ergotron
- Sandler Sales Certification
Timeline
Customer Care Representative
Nilfisk
05.2023 - Current
Business Development Representative
Ergotron
08.2019 - 01.2023
Customer Engagement
Ergotron
03.2018 - 08.2019
- AOEAS Ergotron, 01/01/21
- Toastmaster Ergotron
- Sandler Sales Certification
Medical Technology - Medical Coding
Century College
AAS - Business Management and Medical Office Assistant
Century College
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