1. JOHN L. FORD
jford055@gmail.com
Phone: 281-414-1182
CAREER OVERVIEW
o Progressive experience in customer relations (distribution, retail) and financial
environments (oil exploration, banking), overseeing a variety of complex and
confidential issues
o Self-starter with practical hands-on problem solving approach to job management
requiring minimal supervision
o Detail oriented
CORE STRENGTHS
• Strong decision making capabilities
• Close attention to detail and accuracy; achieving 92% first- call resolution and less than
3% error rate on returns involving 1200+ calls per month
• Team player and customer driven
• Follow through to job completion/customer satisfaction
• Solution oriented
• Organized and able to prioritize
• Self-motivated
ACCOMPLISHMENTS
Received numerous internal awards and customer compliments for handling of critical
issues and major high-volume accounts. Regarded by members of field sales team as
highly- valued and results oriented partner in assisting with their customer's needs.
WORK EXPERIENCE
FISHER SCIENTIFIC 04/1998- 05/2016
Customer Service- Sr Customer Service Rep VAS Group 03/2006-
05/2016
 Interacted with external/internal customers via phone (50-65 calls per
day) or email to input orders, processed damaged/lost shipment claims,
replacement orders, catalog product searches on a daily basis for large
research and clinical customers (Univ of California system, Oregon Health
Sciences University, Univ of Colorado, Univ of Maryland, Univ of Texas
system, VAMC, CDC)
 Researched on billing errors, input account corrections for
internal/external customers
 Interfaced between DNA sequencing supplier and bioscience customers
to assure timely identification and resolution of oligonucleotide order
errors, input of manual billings, and working closely with IT to resolve
errors that affect customer issues/orders
 Collaborated on several Practical Process Improvement (PPI) teams to
review and recommend ways to reduce unpaid invoices involving
incorrect customer purchase order numbers
Customer Service- Senior Quoter 08/2002- 03/2006
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Resume: John L. Ford

2.  Responsible for examining bid requests generated from customers over a
12-state territory
 Generated/responded to over $10 million in potential sales opportunities
for 2004, over $7.8 million in 2005
 Coordinated product selection/pricing with sales reps to assure territorial
pricing strategies were met
 Interacted with field reps in various bid opportunities encountered in the
field and through internet searches
 Explored products via internet and worked with vendors to find suitable
alternate products for items not distributed by Fisher
 Resolved complicated/difficult customer service situations where personal
attention was required at the request of field reps
Customer Service- Claims & Deductions 03/2001-
08/2002
 Investigated and resolved disputed customer billings to meet monthly
goals
 Input system corrections to rectify billing/invoicing errors
 Processed manual credit card billings/authorizations for Houston office
 Met monthly deadlines for claims processing on a consistent basis
 Interacted with customers/sales reps /vendors to resolve billing disputes
in a timely manner
 Supported safety group with customer service calls as needed
Customer Service Representa tive- Research 04/1998-
03/2001
 Handled call volume of 55+ incoming calls per day
 Input orders, processed damaged/lost shipment claims, replacement
orders, catalog product searches on a daily basis via Windows- based
system
 Researched back-orders, product availability, and vendor- direct shipments
on several key territorial accounts
 Responded to customer/field rep inquiries with research, necessary
account corrections, and follow up
TEXAS COMMERCE BANK 04/1997
-04/1998
• Utilized windows environment to answer customer phone inquiries on
deposit accounts
• Submitted on-line research requests and corrections on personal deposit
accounts
• Answered approx. 120 - 180 incoming customer calls daily regarding
banking products/account information
• Directed customer account questions to appropriate departments as
needed
• Explained new products to bank customers/internal personnel
• Tracked daily call volume
EDUCATIONAL BACKGROUND
Bachelor of Science Degree Southwestern Assemblies of
God University
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Resume: John L. Ford

3. SKILLS
10-key by touch (14,000 ks/h)
Keyboard (55 wpm)
MS Windows (Word, Excel, Outlook)
Internet Search
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Resume: John L. Ford