James G. Email and Phone Number

• Using SAP and Salesforce to field requests from customers calling for hospitals and medical centers ordering materials and items.• Maintained company standards as far as statistics to order accuracy, customer satisfaction, and call metrics.• Still maintaining some of last roles responsibilities of managing the company's transition billing process for Gaus-Triton System subscriptions to an automated process.

• Used SAP and excel to bill hospitals for Gaus-Triton System subscriptions and materials the sales team use in the field, responsible for making sure these hospitals were billed in a timely and accurate fashion so Sales Reps could accurately get paid.• Assisted other Business Units with Bill Onlys and Samples using Excel, SAP, and DDM software as the business need arises. • Assisted and covered other coordinators with Trial Pool materials so that the equipment was sent out and received in a timely manner. Also updated documents used for the event equipment so that the sales reps had proper contracts for future reference.

• Triaged inbound support calls and email inquiries from customers, agents, and potential clients so that customer relationships can be expanded. • Managed customer issues related to customer accounts using SPIRIT and EDGE, also input data for applications using Genesis, recommend products based CIM prompts and customer activity and needs. • Also to maintain efficiency, leveraged performance feedback regarding call time, escalation rates, hold times, customer rapport and phone behavior and using it to meet call center goals and expectations. • Achieved 9 out of 11 months of reach CXI (customer satisfaction) goal for the department and maintained a 93% customer satisfaction survey rating over that timeframe. Customer's mostly were happy with services provided and needs being met when asked.• Maintained a high average SET quality goal percentage of 104.64 percentage by using CARES (Connect, Acknowledge, Resolve, Express Thanks, and Share) model. Based on PNC cores values my calls met these standards majority of the time avoiding issues in call quality.• Recognized for a top-performing behaviors 22 times in 12 months, for consistently doing various behaviors from perfect surveys from customers to high scoring quality evaluations. Recognized via emails, reward points, and team meetings.• Met Schedule Adherence goal 12/12 times over past year averaging a score of 102.2% to goal so during times allocated for work and trainings I was on task. • Guaranteed compliance with company policies and procedures by KYCing (customer identification) customers, maintaining quality assurance standards so bank and customer information is secure.Designated lender.Trained and familiar with Regulations B, Z, X, TCPA, FCRA, etc.

• Facilitate calls and emails related to deposit accounts and with issues relating to online banking, fees, or debit card issues so customer's maintained a good experience with PNC products.• Review policies and determine fee refunds, funds availability, holds and transaction information so customer questions can be answered. • Met 5/5 KPI (key performance indicators) for years 2019 and 2020. Had an Exceeds Expectation overall evaluation in 2019 annual performance review.• In 2019 had NPS (Net Promoter Score) of 106.34% to goal, SET quality score of 103.86% to goal which was achieved 10/11 months showing that calls were maintaining customer and business standards throughout the timeframe.• FCR (first call resolution) score in 2019 was 109.19% to goal meaning customers needs were being met the first time they called, saving the bank resources from repeat callers.• Schedule Adherence for 2019 was 102.16% to goal and achieved the goal 11/11 times that year maintaining that times allocated for work and training were being utilized as intended. • Also worked in New Hire space at PNC and trained new hires and transitioning team members in the customer service role each quarter to promote cross-collaboration and skill sets.

• Helping members find items, addressing their concerns, and do anything that is needed on the sales floor so that they had a good experience when shopping.• Consistently made sure areas were stocked and organized so customers could find items needed and also look appealing for them to walkthrough.• Helped with inventory audits as well as helped set up seasonal displays for products.

Frozen/Dairy Sales Associate Responsibilities: • Help customers find items, answer any questions or concerns, and clean and stock the area so that the area is meeting out set standards and so that customer experience is at a high quality.