• Conrad Imports produces and provides handwoven natural fiber shades, drapery and other products of incomparable design and craftsmanship.• As a Customer Support Representative, my primary role is to leverage my expert knowledge of the product and fulfillment process to work with sales and production on the design and fruition of customer product requests. • Responsible for acting as a liaison between customers, showrooms, and distributors, handling all aspects of the order after it has been confirmed.• Assist with placement of orders and provide production with advisements as needed, including lining color, motor cord location, motor programming charts, roller shade color and seam locations.• Provide customers with advice on retrofitting existing shades, shade repairs, replacement of damaged shades. Suggest solutions when shade malfunctions.• Confirm validity of errors such as showroom, sales, factory, production, customer, and determine course of action to rectify.• Handle all customer care inquires including “Will Call” orders, warranties or term of sale, account questions, billing, cancellations, and all other queries or complaints.

• Natera is the leading provider of genetic testing to US IVF centers in the area of maternal and prenatal health to revolutionize the science of supporting healthy families.• As a Customer Care Specialist, my primary role was to interact directly with clinics and patients to facilitate customer service excellence in support of their genetic testing orders.• To do so, developed strong working knowledge of all genetic tests performed by Natera including In Vitro Fertilization, Products of Conception (miscarriage) testing, Horizon Carrier Screening, and Panorama Cell-free DNA testing. • Fielded questions and followed up as required with geneticists, doctors, and laboratory scientists on staff to provide necessary answers. Set appointments for genetic counseling and mobile phlebotomy as required.• Ensured the quality of orders by dealing directly with internal and external customers via telephone and electronic channels to obtain required information needed for processing of submitted test samples. • Numerous sales support, order support, and order tracking responsibilities including: • Setup and manage customer accounts, document all customer interactions, communications, actions taken, and follow-up, constantly seeking new ways to improve customer service. • Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples and results reports • International order tracking • Quickly and effectively solve customer challenges.• Helped management grow the team to 20+ people with significant training and mentoring responsibilities

• As a Sr. Order Representative, my primary role was to work with production, sales, and customer service departments on the design and fruition of customer product requests• Assisted customers and representatives at various showrooms, eventually responsible for all 21 showrooms• Examined customer purchase orders and floor plans to ensure accurate interpretation of customers’ requests• Made comparative studies between documents relating to the project • Gathered the necessary information concerning customer/representative needs by phone, fax or email • Obtain customer’s information, product numbers, and specifications