Jane Devericks Email & Phone Number

Parkersburg, Wv, Us

United States

PMO BioProduction Group

United States

Sourcing Finance Analyst

Marietta, Ohio

Mineral Wells, West Virginia

Negotiated prices, discount terms and all transportation arrangements for merchandise.Monitored and analyzed sales records and consumer purchasing trends. Interviewed and worked closely with vendors to acquire and develop desired products. Coordinated communication with merchandise operations and vendors for PO creation and maintenance. Analyzed usage patterns to understand ways in which customers used company products and services. Defined and tracked campaign effectiveness and adjusted strategies accordingly

Mineral Wells, West Virginia

Supported management through risk identification, control testing and process improvement procedures.Analyzed and reviewed cost reports and communicated final results to both internal and external auditors.Communicated audit results to upper management through written and oral presentations.

Researched and resolved issues regarding the integrity of data flow into databases. Identified process inefficiencies through gap analysis. Recommended operational improvements based on tracking and analysis. Lead knowledge sharing sessions to capture “Lessons Learned” and streamline product improvement processMapped current processes and offered recommendations for improvement.

Mineral Wells, West Virginia

Set time lines and goals to ensure training was conducted in an orderly and efficient manner. Created training materials for New Hire training, continuing education and agent development.Scheduled agents to receive a set number of hours for training based on department budget. Facilitated and conducted trainings in various departments throughout the Contact Centers, Corporate Office and Distribution Center. Reputation for writing and designing clear training materials.Trained staff on operating procedures and company services. Identified individual development needs with appropriate training.

Mineral Wells, West Virginia

Customer Service: Assumed ownership over customer service team, productivity and managed work flow to meet or exceed quality service goals. Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity. Developed controls and metrics for daily management of the Call Center.Maintained CSRs schedules and time sheets to ensure coverage was adequate based on call volumes. Performed Quality Assurance monitoring to ensure accurate information and other development opportunitiesProvided accurate, specific and timely performance feedback for CSRs.Ensured cost per contact was within the department budget. Adhered to all confidentiality requirements at all times. Facilitated inter-departmental communication to effectively provide customer support. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Maintains the agents time, PTO and missing tasks; in addition to attendance and performance issues. Aided in the interview and hiring process for new employees.Effectively managed a high-volume of inbound and outbound customer calls with up to 100+ calls in queue.Addressed and resolved customer product complaints empathetically and professionally.Met or exceeded service and quality standards every review period.Investigated and resolved customer inquiries and complaints in an empathetic manner. Met customer call guidelines including service levels, handle time and productivity.