I am account support specialist who provides sales and customer management for complex consumer products. I am successful at supporting large, key accounts by providing exceptional customer service, order management, pricing, issue resolution, reporting and product support.I am currently seeking a new opportunity in the Cleveland area and can be contacted at debbieandrade721@gmail.com

Assigned to support the two largest national, multi-million dollar rehabilitation accounts from initial order to final shipment. Provided troubleshooting, customer service, technical support and relationship management.• Initiated contact and maintained strong customer relationships with assigned accounts, liaising between providers, the sales force and corporate. Effective at prioritizing, research, issue resolution through attention to detail and in depth product knowledge. • Managed high volume order entry of complex medical products, including various product configurations. Supported co-workers to answer their questions regarding high-end product configurations.• Verified pricing for P.O.s, reviewed and released orders and authorized expedited shipping.• Responded to provider inquiries, via email and phone. Researched discrepancies and resolved disputes. Assisted Product Managers and management with escalated issues.• Compiled data, researched and performed trend analysis of issues. Generated daily, weekly and monthly reports.

Point of contact for 100+ key accounts ($250K+), to support 16 Outside Sales Territory Business Managers. Provided troubleshooting, customer service and relationship management. Initiated sales quotes, price deviations, returns, credits and warranty resolution.• Liaison for key account needs and internal departments, covering research, price deviations and return approvals.• Facilitated sales and pricing analyses through research of medical equipment industry/competition to learn about their products, reimbursement issues, industry trends, and provider issues.• Developed and maintained account files, inclusive of pricing, order history and sales history to drive effective customer service and targeted sales efforts.• Provided product research to product managers and sales for use in consumer sales and marketing plans. • Known for professionalism, integrity and depth of product knowledge. Assisted co-workers in responding to complex account issues.

Answered questions regarding product specifications and account inquiries for dealers, consumers, product managers and upper management. Subject matter expert on durable / home medical equipment (wheelchairs, hospital beds, respiratory equipment, walkers/crutches).• Represented an extensive and varied product line, adept at learning complex products and effectively communicating features and specifications to dealers and consumers. Subject matter expertise enabled effective troubleshooting for superior customer service.• Handled 90 to 100 inbound calls daily from providers, therapists, clinicians, and end-users with less than a 1% error rate, in a call center environment.• Managed escalated calls, usually complaints or inquiries requiring subject matter product expertise to resolve. Successfully closed up to 85% of complex inquiries on first interaction.• Resolved warranty issues, processed returns, researched equipment specs/part numbers, and credit requests.• Provided price quotes and processed equipment orders.