Sales Customer Service

Cindy M. Burk

*** ******* ****** ( Platteville, CO 80651 970-***-**** (

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

DOMESTIC & INTERNATIONAL CUTOMER SERVICE, SUPPLY CHAIN, MARKETING & SALES

SUPPORT MANAGER

International & Domestic Sales & Marketing & Customer Support

Leadership Sales Management Market Penetration

Strategic Planning and Revenue Generation Sales Forecasting

Analysis

Customer Service Management New Product Introduction Training

Int'l Supply Client Relationship Sales Support Expert

Chain/Compliance Team Management Communication

Building Supply Chain / Logistics

* A dynamic, results-driven sales/support professional with extensive

experience in successfully meeting the challenges of business growth,

account management and building market presence in highly-competitive

environments. Solid background in implementing strategic plans and

developing and managing top-performing teams to achieve revenue goals.

Demonstrated leadership in exceeding company goals with exceptional

results.

* A positive, dependable, success-driven professional with extensive

business experience encompassing sales, marketing, and business

development. Known for strong organizational skills and leadership

abilities that focuses on quality and client satisfaction.

* Maintains a comprehensive understanding of the "big picture".

Demonstrated ability in removing problems through workable solutions

to ensure consistent and continuous forward movement to maximize value

and improve customer satisfaction.

Key Achievements

. Resolved major challenges with the EPR system that was generating

inefficient and inaccurate reports by collaborating with the IT

department to implement detailed reports designed to monitor daily

sales and orders that resulted in increase in monthly revenue by

$140,000.

. Analyzed outstanding trade funds monies and discovered $4.5M in funds

that were not being processed in a timely fashion. Thus, evaluated

the aging balances and set conference calls between the sales team and

the AR associates to code and clear balances that resulted in reducing

60 day accounts by 94%, and the clearing of more than $4.7M in trade

funds.

. Re-engineered and developed with the software technical team a new

forecasting system to an in-house data warehousing system application

because on-time deliveries were not being tracked. This resulted in an

18% improvement in forecast accuracy on a global basis.

. Improved on-time deliveries by creating and implementing a new

tracking method that detailed metrics for all new product launches

that resulted in an on-time delivery increase of 11%.

. Performed an in-depth review of a major account that identified

$750,000 in products they deemed un-saleable. Implemented new process

that added quality to the aging profiles that ensured products were

produced within the prior 6 months. This resulted in a savings of

$725,000 or 97% reduction in claims.

. Performed a gap analysis for export compliance and discovered

commodity codes were not being assigned to new item numbers that

created wrong dollar values being reported to customs. Thus, headed a

project with cost accounts and marketing that resulted new codes being

issued that removed the organization from 100% risk of potential fines

with customs.

. Reduced complaints from retail customers and saved 250 hours of labor

every year by identifying limited character fields for products and

working with IT department to discover another field that could be

used to ensure proper names appeared on labels and documents.

. Improved customer scorecard metrics by 94% by implementing solutions

to the in-depth review of our top 20 customers that were giving us

charge backs for not meeting delivery dates and electronic

notifications.

. Structured organization by creating evaluations that determined

account responsibility among the sales and the customer support teams

that resulted in improved communication and account knowledge.

. Implemented new processes and procedures in the call center that

significantly improved operations and cross-trained the team to handle

technical issues and complaints that resulted in improved employee

morale and staff retention.

. Developed forecast and sales projections from the same data to ensure

product was available for the sales needs and to eliminate the need to

delay shipping. This improved the sales forecast accuracy by 11%.

Education

Bachelor of Science, Marketing & Business with Management

Regis University, Fort Collins, CO. Magna Cum Laude (3.85 GPA)

Technical Skills and Certificates

MS Office Suite, Oracle, Salesforce, APICS Trained Supply Chain

Professional

Career History

Manager, Call Center

~Atkins, Denver, CO ~

Manager, National & International Customer Support Center

~Burt's Bees Inc., Durham, NC ~

Customer Services Supervisor

Sales Planning Manager

International Sales Operations & Marketing Coordinator

International Customer Service Representative

~ Water Pik Inc., Fort Collins, CO ~

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