Sales Customer Service

Arlene Riley

* ***** ******

Dobbs Ferry, NY ****2

Mobile 914-***-****

**********@*****.***

EXPERIENCE:

July 1997 – Present

MARSHALL CAVENDISH CORP, Tarrytown, NY

Administration & Operations Manager

• Supervise staff of 7 full-time employees and manage all Operations and Customer Service of mid-

size K-12 publisher of print books, eBooks, and digital databases; extensive trouble-shooting and

ongoing client communication; website administration

• Planning and implementation of content management system improvements based on analyses

and observations of customer end-user needs; liaise with external development team on approval

and costs

• Manage first-level technical support for all electronic products (eBooks and digital databases);

liaise with external development team to assess, create and implement solutions for all technical

issues; monitor progress and track resolutions

• Data management of product and customer database, and development of systems and

processes to maximize efficiencies and customer satisfaction

• Manage order fulfillment process of domestic and export sales; communicate with 3 rd party

warehouses to facilitate order transmissions; shipping guidelines and logistics

• Support and relationship management of team of 50 commissioned sales representatives

• Collaborate with sales and marketing teams on reporting and analyses to maximize sales and

provide input on promotions, discounts, and collections

• Inventory Management- product setup; ongoing adjustments; year-end physical inventory

reconciliation

• Reconcile major wholesale and retail partner returns, deductions/charge backs and account

settlements; facilitate EDI transactions

• Prepare month-end reports and analyses for VP/Finance

• Prepare ad-hoc reports and analyses to support sales, marketing and customer needs

• Extensive staff development, training and evaluations

• Various duties as assigned to assist sales and upper management as needed

1987-1997

CHEM SYSTEMS INC, Tarrytown, NY

Staff Accountant

• Responsibilities included Accounts Payable; Professional Services Time-Billing/Invoicing; Project

Profitability & Budget Analysis; Journal Entries; Payroll; Benefits Administration

EDUCATION:

Marymount College/Fordham University, Tarrytown NY

B.S. Business, concentration in Accounting

AFFILIATIONS:

Member, Publishers Credit Association

Secretary of The Dobbs Ferry Touchdown Club (fundraising, merchandise sales planning)

Executive Secretary, Dobbs Ferry Football Alumni Inc. (event planning, website administration)

SKILLS: Microsoft Office Suite, ADP Payroll, UniVerse CRM; Open Systems CRM, Group Mail Plus, 3 rd

party EDI VANs, iPublish Content Management; iPage Website Development

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