![Alexis Frazier](https://jobicy.com/react/themes/app/images/avatar.jpg) Alexis Frazier # Customer Service Representative Actively looking · Member since 10 Sep 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryfrom 35 USD/hourlyWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryExperienced professional seeking a mid-senior level position as a primary customer contact or as a Customer Service leader. I am adept at collaborating with finance, regulatory, technology, sales, and product management teams to ensure seamless operational activities within a commercial sales organization. I have experienced success in leading and motivating teams to deliver exceptional customer experiences. My prior experience includes Patient Care Coordinator at United Health Group/ Optum Rx where I addressed prescription issues and managed deliveries. At Charter College, I excelled as an Admissions Representative, overseeing enrollment and conducting interviews, while also maintaining records and engaging with prospective students. I was also a Customer Service Supervisor in the contact center at Princess Cruises/ Cunard Line from 2004-2009. ## Skills 18 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Active Listening](https://jobicy.com/talent/active-listening.md)[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Email](https://jobicy.com/talent/email.md)[Empathy](https://jobicy.com/talent/empathy.md)[Leadership](https://jobicy.com/talent/leadership.md)[Microsoft Teams](https://jobicy.com/talent/microsoft-teams.md)[Microsoft Word](https://jobicy.com/talent/microsoft-word.md)[Operations](https://jobicy.com/talent/operations.md)[People Management](https://jobicy.com/talent/people-management.md)[Team Management](https://jobicy.com/talent/team-management.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Time Management](https://jobicy.com/talent/time-management.md)[Zoom](https://jobicy.com/talent/zoom.md) ## Experience Career history ### Customer Service Representative III · QuidelOrtho 8/2019 – CurrentOrder 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 · AMN Healthcare 6/2014 – 8/2019Team 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. ## Education Learning historyNo education data available. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.