Customer Service Representative

Order Management Expertise:
• Expertly handle complex order management inquiries from diverse stakeholders including distributors, distributor
sales reps, end-use customers, and Quidel sales teams.
• Serve as the key point of contact for resolving intricate order-related issues, contributing to customer satisfaction
and retention.
SOP Development and Maintenance:
• Collaborate with management to review, create, and update department Standard Operating Procedures (SOPs)
and related documents.
• Ensure adherence to established procedures, facilitating consistent and efficient processes.
ERP System Management:
• Manage and maintain accurate distributor and end-use customer information, including pricing and addresses, within the ERP system and company network files.
• Utilize ERP system to facilitate smooth order processing and accurate record-keeping.
Acting Team Lead and Coach:
• Fulfill the role of Acting Team Lead, providing coaching and guidance to team members to uphold best practices
P: 858.286.9085
E: alexis.j.frazier82@gmail.com

and ensure alignment with new initiatives.
• Offer expertise in process updates and contribute to the development of team members.
• Take responsibility for onboarding new hires, ensuring their seamless integration into the department.
• Share knowledge and provide training to new team members to foster a capable and well-trained workforce.
Cross-Functional Collaboration:
• Serve as the lead liaison between Sales Operations and Customer Service for contract-related matters and
Salesforce interactions.
• Provide backup support for the Manager, Customer Service as required.
Customer Advocacy and Order Fulfillment:
• Advocate for customers in the processing and management of their sales orders, ensuring their needs are met and
expectations exceeded.
• Collaborate closely with Shipping and Distribution teams to guarantee the timely and successful fulfillment of
customer orders
• Assist in researching and resolving intricate customer concerns related to orders and shipments, leveraging strong
problem-solving skills.

Team Lead, Customer and Client Support – Staffing and Workforce Solutions
• Developed and executed training for new Customer Support hires and Client Support team.
• Mentored and trained over 20 new hires across multiple staffing brands, enhancing team proficiency.
• Successfully recruited and onboarded 15+ employees for Travel Brands and Client Support.
• Provided one-on-one coaching for 10 direct reports to ensure adherence to best practices and alignment with new
initiatives.
• Led team huddles and meetings, fostering communication and collaboration.
• Created Metrics and Goals for a new business area, maintaining a consistent 97% clearance of unbillable time through
weekly monitoring.
• Acted as a Client Support Specialist (details below) to ensure a deep understanding of team dynamics and responsibilities.
Client Support Specialist| March 2015 - June 2017
• Welcomed new facility clients, facilitating onboarding to educate on AMN Business Services processes.
• Responded to client billing and time processing inquiries, consistently aiming for first-call resolution.
• Delivered exceptional service and demonstrated effective communication to address complex issues and maintain customer
loyalty.
• Established escalation path to expedite service issue resolutions.
• Resolved invoice discrepancies by liaising between clients and internal partners, ensuring accuracy.
• Managed statutory requirements for clinicians’ last day worked in California.
• Regularly communicated with clients to update timecard submission processes, maintaining accurate records.
• Utilized Connect CRM system to log and track customer interactions, maintaining historical records.
• Proactively identified process improvement opportunities to enhance client satisfaction and revenue capture.
Customer Account Manager| Joining Date - March 2015
• Provided comprehensive assistance to Healthcare Professionals regarding payroll, reimbursement, and time reporting inquiries.
• Utilized internal systems to research and resolve pay/bill inquiries, collaborating across departments.
• Managed pay/bill discrepancies by partnering with various internal and external stakeholders.
• Managed customer cases in the Connect CRM system for historical reference.
• Processed reimbursements, ensured payroll accuracy, and educated on timekeeping processes.
• Managed address change requests and updated systems accurately.
• Promoted to Client Support Specialist (details above) for expanded responsibilities.