Melinda Trautner Email & Phone Number

Westerville, Ohio 43082

Columbus, Ohio Area

Ensured service level objectives and quality ratings are met by: Provide excellent customer support for STN and SciFinder data base users through emails, cases and phone calls; assessing concern then resolving issues expeditiously.  Gaining customer satisfaction by solving issues and sending reply to customer or sales rep  Accuracy is essential in setting up new accounts starting with correct name and address through correctly entering information on contract and verifying login IDs. Some of those tasks involved setting up new or renewing accounts, creating trials, contracts and renewals. Creating login IDs or reactivating IDs once disabled. Making changes to key contacts. Support the billing department by updating information, setting up accounts so they can be billed properly and assisting with changes or updates to their billing plans. Using Sales Force.com to support the sales team and Customer Service by process requests they have received from customers.  Process weekly reports and to maintain quality checks, preform audits and weekly invoice dry runs

Columbus, Ohio Area

 Provide customer support to American Chemical Society members by setting up complementary membership benefit and support for SciFinder (a scientific database).  Audit commercial paid memberships to maintain quality and consistency.

Responsible for accounts receivable for Healthcare Institutions including nursing homes, WIC Clinics and hospitals. Reconciled past due invoices by communicating with accounts payable departments. Received inbound customer service calls to enter orders for health care facilities, tracked late and missing shipments, recorded and communicated recurring issues with appropriate departments.

Columbus, Ohio Area

Handled call monitoring for 48 regional customer representatives who interacted with Abbott Nutrition customers, providing customer service representatives and management with feedback. Developed quarterly reports reviewing customer service trends and projections. Developed and executed related training for department staff and new hires. Created and led peer review sessions.• Organized and led call monitoring program for department, resulting in consistency in information given to customer and better accuracy in recording orders, returns and inquires.• Received Premier Customer Service award for training Regional Customer Representatives on handling difficult calls.

Columbus, Ohio

Daily batched and entered orders in SAP system, issued credit refunds and posted refunds in Great Plains system. Monitored order status and resolved credit card concerns so order could be processed. Monitored calls for four regional customer representatives.

Columbus, Ohio

Addressed and resolved customer concerns with products Participated in special projects and committees. Trained new hires in Field Sales and Consumer Relations for medical nutrition products.