Kenyatta Lowery

Customer Service Representative @ThermoFisher Scientific

SC, US

Earned rapid promotion to provide global order management support for 7-8 accounts—hospitals, laboratories, schools, and governmental entities—in compliance with strict quality standards and regulatory guidelines. Interface with external and internal stakeholders to resolve customer sales requests, returns, pricing, credits, damages, and shipment discrepancies.• Function as subject matter expert (SME) and recommend alternative products aligned with customer goals, resulting in consistent positive customer feedback • Troubleshoot order status and document and communicate delivery timeframes to facilitate efficient customer support• Tested and provided actionable feedback to Information Technology (IT) team on new software system to reduce redundancies and streamline customer communication as part of Digital Front Office (DFO) pilot program• Revised account-level Standard Operating Procedures (SOPs) on own initiative to enhance customer support• Identified and surfaced gap in team training to management to improve team effectiveness and minimize impact on customer experience and revenue growth• Trained new team member on client order management workflow, which accelerated speed of onboarding • Recognized routinely for effective customer support as communicated through customer experience surveys