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resume01-2.1

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resume01-2.1

  1. 1. JOHN L. FORD jford055@gmail.com Phone: 281-414-1182 CAREER OVERVIEW o Progressive experience in customer relations (distribution, retail) and financial environments (oil exploration, banking), overseeing a variety of complex and confidential issues o Self-starter with practical hands-on problem solving approach to job management requiring minimal supervision o Detail oriented CORE STRENGTHS • Strong decision making capabilities • Close attention to detail and accuracy; achieving 92% first- call resolution and less than 3% error rate on returns involving 1200+ calls per month • Team player and customer driven • Follow through to job completion/customer satisfaction • Solution oriented • Organized and able to prioritize • Self-motivated ACCOMPLISHMENTS Received numerous internal awards and customer compliments for handling of critical issues and major high-volume accounts. Regarded by members of field sales team as highly- valued and results oriented partner in assisting with their customer's needs. WORK EXPERIENCE FISHER SCIENTIFIC 04/1998- 05/2016 Customer Service- Sr Customer Service Rep VAS Group 03/2006- 05/2016  Interacted with external/internal customers via phone (50-65 calls per day) or email to input orders, processed damaged/lost shipment claims, replacement orders, catalog product searches on a daily basis for large research and clinical customers (Univ of California system, Oregon Health Sciences University, Univ of Colorado, Univ of Maryland, Univ of Texas system, VAMC, CDC)  Researched on billing errors, input account corrections for internal/external customers  Interfaced between DNA sequencing supplier and bioscience customers to assure timely identification and resolution of oligonucleotide order errors, input of manual billings, and working closely with IT to resolve errors that affect customer issues/orders  Collaborated on several Practical Process Improvement (PPI) teams to review and recommend ways to reduce unpaid invoices involving incorrect customer purchase order numbers Customer Service- Senior Quoter 08/2002- 03/2006 1 Resume: John L. Ford
  2. 2.  Responsible for examining bid requests generated from customers over a 12-state territory  Generated/responded to over $10 million in potential sales opportunities for 2004, over $7.8 million in 2005  Coordinated product selection/pricing with sales reps to assure territorial pricing strategies were met  Interacted with field reps in various bid opportunities encountered in the field and through internet searches  Explored products via internet and worked with vendors to find suitable alternate products for items not distributed by Fisher  Resolved complicated/difficult customer service situations where personal attention was required at the request of field reps Customer Service- Claims & Deductions 03/2001- 08/2002  Investigated and resolved disputed customer billings to meet monthly goals  Input system corrections to rectify billing/invoicing errors  Processed manual credit card billings/authorizations for Houston office  Met monthly deadlines for claims processing on a consistent basis  Interacted with customers/sales reps /vendors to resolve billing disputes in a timely manner  Supported safety group with customer service calls as needed Customer Service Representa tive- Research 04/1998- 03/2001  Handled call volume of 55+ incoming calls per day  Input orders, processed damaged/lost shipment claims, replacement orders, catalog product searches on a daily basis via Windows- based system  Researched back-orders, product availability, and vendor- direct shipments on several key territorial accounts  Responded to customer/field rep inquiries with research, necessary account corrections, and follow up TEXAS COMMERCE BANK 04/1997 -04/1998 • Utilized windows environment to answer customer phone inquiries on deposit accounts • Submitted on-line research requests and corrections on personal deposit accounts • Answered approx. 120 - 180 incoming customer calls daily regarding banking products/account information • Directed customer account questions to appropriate departments as needed • Explained new products to bank customers/internal personnel • Tracked daily call volume EDUCATIONAL BACKGROUND Bachelor of Science Degree Southwestern Assemblies of God University 2 Resume: John L. Ford
  3. 3. SKILLS 10-key by touch (14,000 ks/h) Keyboard (55 wpm) MS Windows (Word, Excel, Outlook) Internet Search 3 Resume: John L. Ford

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