Marian Johnson Email & Phone Number

United States

Alameda, California, United States

Pleasanton, California

• Received product complaints via phone, fax, email, and document complaints in SAP for failure investigation, and interface with Quality Assurance regarding complaints from OEM customers
• Troubleshoot and provide product support for failed equipment
• Create RMAs in Service Now (SNOW) Integration System, and provide quotes for non-warranty repairs/exchanges, and process service orders in SAP
• Process credit card payments for non-warranty repairs/exchanges, and enter post bills and credits in SAP
• Create and provide customers with prepaid FedEx labels to ensure timely return of product for failure investigations and service repairs
• Interface with the shipping departments to coordinate rush orders and provide customers with status

Pleasanton, California

• Persistently followed up with customers for completion of verification forms for the Aircraft Medical device recall for the McGrath Mac video laryngoscope blade
• Created and provided customers with prepaid FedEx labels to ensure timely return of product for failure investigations and service repairs
• Monitored product returns to ensure products were received into the system in a timely manner for repair, and followed up with customers for product not returned
• Accurately classified service work orders as complaints/non-complaints in JD Edwards Enterprise One
• Researched service work orders and the complaints tracking system for completion of investigations for failed product to close complaint/non-complaint service work orders
• Took initiative to complete tasks for the Technical Support team in areas that would enable them to be more productive

Oakland, CA

• Managed up to 100 calls per day.
• Provided product information to callers
• Assisted customers with product design
• Processed reprints with preciseness, issued credits and refunds for cancelled orders in Salesforce
• Was responsible for providing extraordinary customer service via phone, chat, and email

Dublin, CA

• Managed 60-85 calls per day
• Provided product information; and entered product complaints into a CRM system
• Completed injury reports in detail regarding injuries caused by medical devices for investigation and FDA reporting
• Completed and remained certified with Compliance training
• Processed replacement orders and RMAs
• Processed payments and credits

Pleasanton, CA

• Followed scripts to test sales transactions
• Ensured transactions performed and scripts were accurate
• Responsible for balancing transactions noting any discrepancies within the scripts

Oakland, CA

• Researched claims and promptly responded to customers providing resolutions in a complex environment via phone, email, and fax
• Researched charge backs, approved and entered credit/debit memos for charge backs and defective/damaged merchandise
• Determined and calculated discount percentages for credits
• Informed the accounting department regarding the approval/denial of short payments
• Accurately entered orders for replacement of defective, damaged, and short-shipped merchandise in Apprise database
• Assembled new merchandise and reported quality issues and accuracy of assembly instructions