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Work experience

Dec 2005Present

Knowledge & Solutions Specialist

Philips Respironics

Within the Customer Knowledge and Solutions department, duties include implementation, management, and administration of applications designed to improve customer satisfaction and team collaboration. 

  • Define requirements for system and front end development.
  • Communicate functional needs to business partners and ITS
  • Serve as liaison to business units and vendors.
  • Understand functional process concerns related to Business Processes.
  • Conduct meetings with vendors and outside consultants regarding project timeline, customizations, and enhancements.
  • Preparation of technical requirements, specifications, and design documents that address business requirements.
  • Author and enforce Quality System Procedures and Instructions.
  • Authored Change and Development Documents including Test Plans, Scripts, etc.
  • Design, test, launch, and document procedures for application.
  • Work with business units to implement content migration.
  • Identify opportunities for process improvement and implement new procedures.
  • Review change notices for changes needed in content of database and sites.
  • Marketing of application to the Management and User Base. 
  • Training of Leadership and Customer Service utilizing documentation.
  • Administration of the Knowledge Base, adding of users and setting privileges.
  • Partner with Customer Service groups to plan, configure, and implement collaborative team workspaces.
  • Created and administered surveys for user base.
  • Work with Process Improvement Specialists to administer and implement Training and Development plans.
Jun 2001Dec 2005

Customer Service Representative

Philips Respironics

Within National Accounts, duties included management of number of accounts, which constitute majority of RI sales.

  • HIPPA compliant in order to process orders with patient medical information.
  • Process electronic, web portal, email, and phone orders. 
  • Maintain customer master data, (i.e. pricing, account setup, customer notes)
  • Keep direct contact with Key Account Sales Force for those companies in relation to customer buying habits, reconciliations, and return authorizations.
  • Assist in completing Master Data Clean Up project with Business Solutions group to ensure proper addresses and contact information for entire customer database with adherence to proper formatting of information fields.
  • Respond to Customer Service mailboxes, answered patient and provider inquiries. 
  • Worked with CDRLC to coordinate delivery and storage of equipment for National
  • Accounts’ customers to help meet our sales and delivery goals while meeting the customers’ needs.
  • Identify opportunities for process improvement and elimination of redundancies in order to facilitate faster order placement and fulfillment as new business ventures emerge.


Jan 1994May 1998

Bachelor's of Arts

University of Pittsburgh