1. 2016
Carole A. Riley
535 Booth Street Elkton, MD 21921
410-392-2930 (H)
443-488-2001 (C)
caryl716@gmail.com
CUSTOMER SERVICE/ACCOUNT SPECIALIST
Results driven professional with 20 years of experience in customer service and support with recognized
strengths in account maintenance, problem-solving, troubleshooting, sales staff support, and
planning/implementing proactive procedures to avoid problems. Well developed team building and
leadership strengths with experience in training and coaching co-workers.
Professional Proficiencies
• Exceptional communication skill: multiline phone operation, manage incoming/outgoing
calls, email and fax management.
• Strong client relations: daily interaction, assistance with billing inquiries, and update
account information upon request.
• Motivated team player: developed and implemented team building activities within the
department in areas such as, trust, interpersonal communication, confidentiality, time
management and stress relief.
• Training development aptitude: lead team training on delivery block, blanket purchase
order, equipment grant program, quote, order management, milestone billing, Canada
government year-end, 800 line message retrieval processes with verbal and written
documentation. Utilized reporting and trending to maintain service levels and quality
assurance. Utilized computerized systems for tracking, information gathering and
troubleshooting. Provide performance analysis to implement action plan strategies to
improve overall performance. Successfully train new hires in all office policies and
procedures while focusing on minimizing errors and generating superior results
• Vendor management: obtain product quotes and create purchase orders for vendors and
ensure their products meet specified company guidelines before shipping to customers
• AP/AR: perform accounts payable/receivable duties which include researching short
pays, discrepancies, reconciliations and accurate received payment application. Process
customer credit card payments.
• Mentorship: coached Six Sigma White Belt and Greenbelt candidates throughout project
duration
• Order Management: process customer orders; work with shipping scheduler for delivery
dates, handle product returns and exchanges, proactively identify order delivery issues
and escalate as necessary, daily use of SAP to track order deliveries and product
inventory. Maintain status reports to provide management with updated information for
customer orders.
• Sharp problem solver: Department point of contact for all customer disputes, address
customer concerns with empathy and quickly resolve issues, maintain professionalism
with hostile customers, work with customers to resolve shipping issues and product
concerns, research and resolve billing issues that had been left unresolved by previous
employees.
• Project Management: named Six Sigma Greenbelt candidate 2011
Tools: Microsoft Office Suite including Outlook, Excel, Word, PowerPoint and Project 2010;
SAP-CRM, SAP-R3, Seibel, Oracle, URSA, Cybersource, WebEx Connect, Lotus Notes, Avaya
Telephone System, WebEx Meeting Place, POS software and the internet.
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2. 2016
Carole A. Riley
535 Booth Street Elkton, MD 21921
410-392-2930 (H)
443-488-2001 (C)
caryl716@gmail.com
Professional Experience
Therapeutic Living for Families
Customer Care Representative January 2016 – Present
Client outreach; Check phone lines to receive/record/document messages and forward to appropriate
staff members; Monitor incoming faxes and forwards to appropriate staff members., Generate the
appropriate paperwork for clients visit (Referral Form, ROI, Consent, etc.); Collect co-payments;
document all pertinent information on the Payment Log after payments are received from the client; Send
out no show letters and discharge letters; Coordinate with staff to schedule clients;
Complete reminder phone calls; Attend weekly administrative team meetings and trainings as scheduled
and required; Collaborate with the client's assigned mental health therapists monthly and document the
type of collaboration (i.e. phone call, meeting, etc.); Complete filing and scans client documentation;
Schedules and re-schedules appointments as needed; Perform prescreening process for add-on
appointments; Call No Show appointments to reschedule, make appropriate notations in Electronic Health
Record.; Back-fill Cancelled appointments; Identify payer source, financial status and assign correct pay
type; verify insurance eligibility; Verify appropriate referral/authorization in accordance with the client’s
insurance carrier; Reviews final encounters for completeness to include ICD9, ICD10/CPT4 codes &
clinician signature, to support documentation and coding guidelines ;insure client demographics is current
and accurately recorded; Other administrative duties as assigned.
SC Foster, New Castle, DE June 2015 – January 2016
Customer Service Specialist
Review customer orders processed by the region to ensure accuracy before releasing for processing and
delivery. Implement working knowledge of regulations around international trade procedures. Work
closely with manufacturing, supply chain, and product management teams as well as with region CSRs.
Communicate with region CSRs, manufacturing, supply chain and product teams regarding any issues
around product availability. Provide timely follow-up communication once issues are resolved.
SC Foster, New Castle, DE August 2013 – May 2015
Customer Service Representative
Process customer orders and arrange deliveries with 3rd
party vendors. Handle daily email, and
paperwork and cooperate with vendors regarding shipping problems. Manage wide variety of customer
service and administrative tasks to resolve customer issues quickly and efficiently. Promptly respond to
general inquiries from members, staff, and clients via email and fax. Interact with customers and
production team to expedite orders. I also contribute to the AP/AR process by forwarding invoices to
customers, ensure payments received are applied to appropriate invoices and follow up with customers if
and when an invoice has been short paid.
Agilent Technologies, Inc., Wilmington, DE November 2007 – April 2013
Sales Administration Customer Account Representative
Implemented new processes and systems for improving customer service satisfaction. Provide an
elevated customer experience to generate a loyal clientele. I direct calls to appropriate individuals and
departments. I have developed a reputation as an efficient service provider with high levels of accuracy.
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3. 2016
Carole A. Riley
535 Booth Street Elkton, MD 21921
410-392-2930 (H)
443-488-2001 (C)
caryl716@gmail.com
Serve as main liaison between customer, management and sales team. Provide effective communication
and customer service support to the sales, marketing and administrative teams on a daily basis. Handle
daily heavy email, phones or paperwork and cooperate with the account departments on invoice and
shipping problems. Cross-trained to provide back-up coverage for other customer service representatives
when needed. Manage wide variety of customer service and administrative tasks to resolve customer
issues quickly and efficiently. Promptly respond to general inquiries from members, staff, and clients via
mail, email and fax. Interact with customers and production team to expedite orders. I also contribute to
the AP/AR process by forwarding invoices to customers, ensure payments received are applied to
appropriate invoices and follow up with customers if and when an invoice has been short paid.
Education:
University of Delaware, Wilmington, DE
Project Management Certification, Completed 2011
Wilmington Sr. High School, Wilmington, DE
College Preparatory, Graduated 1983
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