Diane Ursu

Inside Sales Associate

Avantor

Jul 2024 - Current (2 years 2 months)

I work with two-year colleges nationwide for Avantor & Ward’s Science supplying life science products, equipment and instruments, laboratory furniture, chemistry, chromatography equipment, and other supplies. We offer cooperative pricing such as E&I, FCC, and BuyBoard. Due to the experience I gained in Customer Service for VWR, part of Avantor, I provided feedback to my management team that helped streamline processes with Customer Service to allow sales representatives to spend more time on sales activities. Show less

RISE / Quality Assurance, Working Capital Project, Nesting

Avantor

Oct 2022 - Jul 2024 (1 year 10 months)

The RISE program provides cross-training for Customer Service Reps who are interested in a leadership path within the organization. RISE / Nesting 05/2023 - Present New Customer Service Representatives complete training and transfer to the Nesting team where I provided support via Click-to-Chat, coached them through different scenarios, taught them how to find relevant Knowledge Articles, and helped them develop and document strategies for more complex cases, specifically by clearly identifying the problem, stating customer needs and expectations, and outlining basic steps for delivering the solution. I created a new chairside form that led to consistent feedback across the team and aligned coaching criteria with Quality Assurance standards

Customer Service Representative

Avantor

Sep 2021 - Oct 2022 (1 year 2 months)

My role with VWR was one of customer service by not only providing basic services such as placing orders, processing returns, delivering documentation, and connecting customers with supportive services, but by providing solutions to customers as well. When assisting a customer with a challenge, I started by working with the customer to gain a mutual understanding of the problem or other need, collecting and organizing relevant information from the customer and account history, analyzing that information to identify anything that is contributing to the problem, and then documenting and following a plan-of-action in Salesforce. I collaborated with coworkers by using Microsoft Teams to request and provide assistance. I shared information that

Territory Manager ➤ Material Handling Solutions | Territory Development | Territory Management

Fraza

Feb 2019 - May 2019 (4 months)

As the Territory Manager, I managed accounts by coordinating parts, service, battery, and warehousing solutions and connecting customers with the right forklifts to meet their needs. I also developed tools and processes to increase efficiency. A large part of my role was connecting customers with innovative material handling solutions that drove results such as minimizing equipment downtime. Our product line included material handling equipment such as forklifts, aerial lifts, pallet jacks, utility vehicles, batteries, and more. I exceeded expectations and past precedence by selling forklifts to two companies within the first three months. My biggest challenge was cold-calling. I requested to do a ride-along with a fellow salesperson who en

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Founder ➤ Career & Life Coach | Veterans Employment

Sisu-Ursu

Feb 2016 - Sep 2021 (5 years 8 months)

After five years of career coaching experience, I decided to start Sisu-Ursu to help people identify and achieve their goals and improve their career marketability through coaching, as well as LinkedIn profile and resume writing. "Sisu" expresses the Finnish spirit of "having guts"—moving forward with perseverance and tenacity. It is precisely the spirit and attitude one needs to advance in a career, find a new job, start a business, or embark on any other life-changing experience, whether business or personal. One of the greatest compliments anyone has paid me is, "You've got sisu!" In that spirit, I created Sisu-Ursu, whose mission is to help people create a solid career foundation, recognize their potential, and design their future. Sisu

Employment Services Interviewer ➤ Veterans Career Coach | Resume Writer | Training & Development

State of Michigan

Aug 2011 - Sep 2017 (6 years 2 months)

CAREER PLANNING ★ PROFESSIONAL DEVELOPMENT & TRAINING ★ LEADERSHIP I've stepped into many roles as an Employment Services Interviewer. My primary position is a Disabled Veterans' Outreach Program (DVOP) Specialist who supports military veterans in overcoming barriers to employment within a case management framework, including developing a career plan and strategy for obtaining long-term employment. I am also a member of the Macomb Veterans Action Collaborative (MVAC) and Region 10 Veterans Community Action Team (VCAT) serving the Greater Detroit Area. As the WDA-Upward Workgroup Facilitator, I lead a team of 10 people in identifying training resources and developing strategies for promoting professional development within our agency. Ou

Freelance Writer ➤ Writing | Editing | Online Publishing

Self-employed

Apr 2009 - Feb 2011 (1 year 11 months)

WRITING ★ EDITING ★ PUBLISHING I wrote 138 articles for Demand Media, who syndicated the articles for online knowledgebase websites such as eHow, Essortment, Livestrong.com, and SoYouWanna.com. I also wrote and published 93 articles using a WYSIWYG interface for Suite101 and earned the position as the Biology Feature Writer. My online writing projects involved analyzing keywords using Google AdWords to create Search Engine Optimized (SEO) content resulting in many articles ranking in Google's top 10 results. SKILLS ➤ Microsoft Word, Editing, Social Media, Writing, HTML, WYSIWYG, Research, Publishing, Search Engine Optimization (SEO), Copywriting Show less

Diagnostic Medical Sonographer ➤ Customer Support | Medical Processes | Team Coordination

PORTAGE HEALTH

Jan 2006 - Aug 2009 (3 years 8 months)

CUSTOMER SUPPORT ★ PATIENT SAFETY ★ REPORTING I identified problems, such as physical limitations, and consulted with ordering physicians and radiologists to ensure the completion of appropriate examinations were ordered. I took thorough patient histories ensuring that ultrasound examinations provided relevant and necessary information for accurate prognoses and organized exam data and information into standard reports to aid radiologists in reading ultrasound images. SKILLS ➤ Customer Support, Collaboration, Report Writing Show less

98G Russian Linguist ➤ Communication | Team Support

US ARMY

Oct 1995 - Apr 1997 (1 year 7 months)

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