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Philips Healthcare 04/18 – current
Customer Service Support 3 â€“ Health Tech
Oversee and mentor all new hires after they pass the initial 4-week training course. Implemented a mentor program within 7 months of employment that will provide new hires the knowledge, advise, and resources needed to be proficient in their new role. Guide and lead in a positive direction about career paths, as well provide guidance, motivation, emotional support, and role modeling. This program has resulted in a 95% success rate since execution in November 2018 and has aided in a lower turnover rate since its existence. Daily and weekly feedback provided to leadership regarding each employeeâ€™s progress in the program. Weekly meetings with the mentees to address concerns and/or provide constructive feedback. Role modeling and weekly quizzes are given to test the knowledge of each employeeâ€™s growth within the program. Also, at 4 months selected to manage and oversee all work centers for the department. Lead contact for the Entitlement Investigation Team within 3 months of employment. EITâ€™s ultimate goal is to verify alleged entitlement and define services customers are actually entitled to in an effort to offer possible service options resulting in customers received service request while protecting the companyâ€™s cost and expense and saving customer lives. Prepares and forwards preliminary paperwork to returns and replacements on problem orders and warranties. Provide world class customer support via multiple channels to internal and external customers. Receives customersâ€™ request by telephone, instant message, email, etc. â€“ analyzes requests, provides information requested. Develop and maintain customer relationships, analyze transactions, correct records, and adjust errors. Process orders through various systems for Philips equipment in numerous government hospitals and general hospitals throughout North America. Responsible for purchasing/sourcing products to complete customer request. Resolves customer questions related to orders, takes orders as needed. Maintains liaison with other departments for order completion. Responds to customersâ€™ request in a timely manner. Contacts customers to ascertain data omitted on orders. Knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
Ricoh USA Inc. 11/15 â€“ 04/18
Coordinator, Order Management Team Lead (Global Accounts)
Acts as liaison with Funding Partners on customer resolution issues and serves as lead in coordinating paperwork to and from the team. Lead the team effectively to support important and challenging global customers. Ensure lease funding from Funding Partners within objective levels. Collaborate with management to set departmental goals for performance, policy and procedures to ensure SOX compliance. Assist with documentation and delivery of monthly scorecards and Individual Development Plan (IDPâ€™s). Responsible for recommending new and improved procedures as needed to improve productivity, provide feedback to associates on errors made, and provide useful information to evaluate performance team goals and metrics. Communicates productivity, quality, and deadline expectations and results. Coaches, mentors, provide advice and guidance to staff on employee development and performance related matters. Provides technical advice and counsel to team members. Provide order coordinator back-up support in times of heavy workload or reduced staff. Audit, generate, and reconcile various order management reports, review reports to ensure order progression and resolution of funding in a timely manner, identify order issues/errors, monitor and document daily and monthly activities of the team. Maintains efficient workflow by holding team mates accountable for quality and efficiency of their work. Provides operational support to sales and is responsible for order coordination for specific Ricoh high profile or complex accounts for internal and external customers including government. Assist team members with resolution of equipment orders and lease funding packages. Run and reconciles various Order Management reports along with daily/weekly/monthly conference calls. Assist with month end and physical year end close outs. Assist with training of new employees and on the job development of experienced Order Coordinators. Assist in the supervision of day-to-day operations. Also lead meetings and conference calls with area leadership and funding sources. May perform certain duties in managerâ€™s absence, and other duties as assigned.
Ricoh USA Inc. 03/14 â€“ 11/15
Coordinator, Order Management Team Lead (Healthcare Accounts)
Serves as Analyst with billing and leasing funding partners (Wells Fargo, DeLage Landen, CIT, GE, Ricoh Financial Services, etc.) for day-to-day operations of new and improved procedures as needed to improve productivity, provide feedback on errors made, and provide useful information to evaluate performance team goals and metrics. Develop and maintain computerized record management systems to store and process data such as personnel activities and information and produce reports. Audit, generate, runs and reconcile various order management reports, and leads daily conference calls and meetings with area leadership and funding sources to ensure order progression and resolution of funding lease transactions in a timely manner. Provides daily technical advice and counsel to team members with resolution of equipment orders and lease funding packages to achieve order management expectations. Assist with documentation and delivery of monthly scorecards and individual development plans. Identify order issues/errors, monitor and document daily and monthly activities of the team. Assist with month end and physical year end close outs. Instrumental in providing feedback, constructive criticisms and guidance to the team on consistent basis. Very thorough and precise with my delivery and follow through on any outstanding action items that required further review. Submitted professional recaps of each meeting with specific details of what transpired. My performance and ability to provide insight and willingness to become a vital part of the development of my peers allows them to be comfortable in sharing their weaknesses, receptive to communication, and trusted in my leadership and guidance; thus, allowing me to offer suggestions for improvement. Collaborate with management to set department goals for performance, policy and procedures to ensure SOX compliance. Provides operational support to sales and is responsible for specific Ricoh high profile or complex accounts for internal and external customers.
Ricoh USA Inc. 07/07 â€“ 03/14
Coordinator, Order Management Senior Specialist (Direct Accounts)
Responsible for performing the responsibilities for Order Coordination groups in their facilitation of order processing and funding. Provides order package support to sales and was responsible for Order Coordination duties for specific Ricoh locations and acts as liaison between Field Operations and other departments. Provides quality assurance for the Order Management department and gives feedback to Associates on errors made and process/skill opportunities. Served as a subject matter expert providing support, technical assistance, and coordination to the Order Management team. Receive sales orders from Order Support in which they had to be keyed into the Oracle system for delivery to the customer. Evaluated revenue and cost, including pricing and lease rates to ensure accurate invoicing and funding in a timely manner. Verified accuracy of product information, and pricing according to published price structures and customer contract agreement; follows up on any modifications to original order to ensure billing accuracy. Ensured all associated supporting documentation is provided. Validated sales orders based on the quality requirements dictated in RICOH Policy and procedures. Adept at utilizing resources that have functional responsibility for Sales, Operations, and Finance to aid in the day-to-day process for accuracy. Inputs lease information into leasing program and ensure output meets RICOH standards. Ran and reconciled various Order Management reports along with daily/weekly/monthly conference calls. Assigned to the QCC Team for auditing orders and reviewing processes within the department. Assist with training of new employees and performed other duties as assigned.
Ricoh USA Inc. 09/05 â€“ 07/07
Coordinator, Order Management Specialist (Direct Accounts)
Responsible for performing and facilitating order package support to sales, specific Ricoh locations, and acts as liaison between Field Operations and other departments as needed. Inputs lease information into leasing programs and ensure output meets Ricoh standards. Assigned to quality control team for auditing orders and reviewing processes within the department for accuracy. Utilized resources that have functional responsibility for Sales, Operation, and Finance to aid in the daily process. Evaluated revenue and cost, including pricing and lease rates to ensure accurate invoicing and funding of equipment orders. Ensured all supported documentation is provided and validated sales orders based upon the quality requirements dictated in Ricohâ€™s Policy and Procedures. Verified accuracy of product information, and pricing according to published price structures and customer signed contract agreements; follows up on any modifications to original ink lease orders to avoid reversal of equipment lease funding orders. Subject Matter Expert at providing support, technical assistance, and coordination to the Order Management team as orders was received from Order Support to be inputted in the oracle system for delivery to the customer. Provides quality assurance and gives feedback to associates to enhance their skill knowledge and growth opportunities. Tasked to work several company high priority conversions and projects to aid in the company progression to updated new systems.
University of Phoenix
Bachelor of Science Degree
Major: Business Management
GPA: 3.8 of 4.0
Honors: Magna Cum Laude
National Honor Society, Alpha Beta Kappa
Brown Mackie College
Associate of Applied Science Degree
Major: Healthcare Administration
GPA: 3.9 of 4.0
Honors: Magna Cum Laude
National Honor Society, Alpha Beta Kappa
Certified Notary Public
SAP, Salesforce, Click, i3, D2i, Kronos, OneNote 2016, Microsoft Word, Excel, Access, PowerPoint, Outlook, Lease Connect, RQuote, Lotus, EmpCenter, Windows Suite, Oracle 11i and R12
Hi There! Here is my resume info. Can you possibly have this back to me by Sunday 9/22? Below is a couple of things I would like for you to do/add please. Also, I have a summary of qualifications below, you can probably add this to the resume as is. I am aiming for a leadership/management/analyst position within any government entity. So, the resume needs to be very strong and detailed! Let me know if you have any questions or need anything additional. Thank you so much!
Please edit down and re- type resume to no more than 2 pages 10 pt font, Name at top- 18 pt font with bullet points for job descriptions.
Summary of Qualifications:
Bachelorâ€™s degree recent graduate in Business Management and Associates in Healthcare Administration seeking a position as (blank). Specialized Health Tech, Customer Service, and Team Lead professional with over 5 years collective experience including government work. Strengths include:
- Leading and prioritizing daily operations / work activities, collaborating cross functionally with multiple departments monitoring and inspecting completed work.
- Training staff on use of equipment, operational procedures; coordinate HR tasks including coaching and feedback for employee performance evaluations.
- Maintaining inventory of supplies, forms and equipment
- Manages quality assurance of programs, performs audits ensuring compliance.
- Outstanding analytical problem solving and diplomatic communication skills; ability to remain calm in high stress situations.
- Advanced Excel, PowerPoint, Microsoft Office, Word, Access database, SAP, Sales Force, Oracle 11I and Oracle R12, Kronos, D2I, I3, Click System
- Fast Learner, High Honors, 3.8 and 3.9 GPA, national honor society for both degrees, Magna cum Laude