Craig Caeiro

Inbound Customer Service Representative @Solventum

Mississauga, ON, CA

As a CA Customer Support Specialist II, my primary responsibility is to support customers and healthcare facilities—including hospitals, home care providers, and health centres—with information and processing related to the rental, delivery, purchase, and servicing of Negative Pressure Wound VAC Therapy units and consumables, such as various dressing kits.Key Responsibilities:• Customer Support: Provide frontline assistance to both internal and external customers, ensuring prompt and effective resolution of inquiries.• Inbound Call Handling: Manage incoming calls regarding rentals, purchases, pickups, cleaning, and repairs of VAC Therapy units.• Order & Account Management: Update customer records daily with order and account information to maintain accuracy and continuity.• Customer Satisfaction: Apply forward-thinking strategies to address customer needs and resolve concerns efficiently.• Billing Dispute Management: Investigate and resolve billing discrepancies by coordinating with internal teams and external stakeholders. Process accurate credits or issue manual invoices as needed to ensure timely and precise resolution of customer billing concerns.• Technical Support: Assist customers in troubleshooting issues related to Negative Pressure Wound Therapy products.System Proficiency:• Use Oracle for data entry, order creation, order management, and record updates.• Use Salesforce to create and manage customer cases, especially for product complaints requiring escalation or follow-up.Certifications:White Belt Certification in Lean Six Sigma, demonstrating a commitment to continuous improvement and operational excellence.

St. Xavier's College

Bachelor of Science

ST Stanislaus High School

Higher Secondary

3dsense Media School

Diploma in Animation and Visual Effects