Customer Service Manager

Elizabeth A. Goss

**** ****** **** ***** ( Florissant, MO 63034

*******@*****.*** 773-***-****

Professional Profile

Graduate business analyst with expertise in global markets, environment and

sustainability. Demonstrated success in managing challenging accounts and

building relationships with people of various backgrounds. Proficient in

SAP. Extensive volunteer background in disaster relief and animal rescue.

Security clearance obtained while serving the in United States Navy during

Operation Desert Fox.

Career highlights

> Revitalized a $60 million faltering account

> Member of a team that managed an account in excess of $2 billion

annually

> Received the Foundation Award for Implementing Sustainable Practices

> Started a business

> Held a Secret Security Clearance while employed with the U.S. Navy

Education and Credentials

Master of Arts (MA), International Affairs (December 2010), Washington

University in St. Louis, St. Louis, MO 63130

Graduate Certificate, Sustainability Business Leadership Program (2009),

Poultney, VT, 05764

Bachelor of Arts (BA), Liberal Studies (2004), Southern Illinois

University, Edwardsville, IL 62026

Professional Experience

Business Analyst and Mentor (3/2006 to 2/2010), Nestle Purina PetCare, 1

Checkerboard Square, St. Louis, MO 63164.

Streamlined day-to-day operations in a collaborative workplace. Consulted

directly with customers to cultivate relationships, evaluate ongoing

needs and manage accounts. Coordinated full-range product ordering

processes to achieve optimal inventory and service levels. Monitored

promotions. Tracked and reported on all initiatives. Consistently

analyzed life-cycle of products and responded to changes and trends to

meet financial, administrative, operational and interpersonal

requirements.

. Revitalized a $60 million faltering account to achieve the highest

possible service and inventory turn rates; far exceeded customer

expectations and goals.

. Received training on Purina's number one customer's system and

seamlessly transferred to a team managing an account in excess of $2

billion.

. Received the Foundation Award for Implementing Sustainable Practices.

. Selected to educate and mobilize employees as "Live Mentor" during

several intensive training classes; provided hands-on instruction to

enhance the integration of new skills.

. Enhanced business practices as part of the Sustainability Committee;

led presentations and provided recommendations to leadership regarding

eco-friendly programs.

. Personally chosen to execute an employee satisfaction survey, created

and introduced new policies to boost employee satisfaction, morale,

engagement and retention.

. Improved the public image by partnering with the Community Affairs

team to organize, host and participate in community service events.

Business Manager (10/2004 to 10/2008), Pacific Rim Market, 7177 N.

Lindbergh Blvd, Hazelwood, MO 63042.

Established an international grocery store. Developed, managed and

enhanced daily business practices for maximum profitability and customer

satisfaction. Established customer base and international suppliers and

distribution contacts from the ground up, and sustained positive,

productive relationships throughout tenure. Supervised compliance issues.

Designed and implemented advertising and marketing campaigns. Oversaw

accounting.

. Successfully managed start-up operations including site research and

selection, securing licenses, staffing and developing relationships

with wholesalers and customers.

. Maintained full accountability for the accuracy and integrity of

financial reports, inventory lists and other critical bottom-line

matters.

. Created a culture based on teamwork, operational efficiency and

excellence in customer service.

Aviation Electronics Technician / Secret Clearance (6/1995 to 7/2000),

United States Navy, USS Carl Vinson, Bremerton, WA 98314.

Conducted in-depth troubleshooting and repairs on a variety of onboard

aircraft systems. Read and interpreted schematics, diagrams and technical

documents. Maintained vital equipment to ensure safe flight operations

during Operation Desert Fox.

JOB-RELATED HONORS, AWARDS, AND SPECIAL ACCOMPLISHMENTS

. Foundation Award for Implementing Sustainable Practices (2008)

. Region Award (2007, 2008)

. Customer Excellence Award (2008)

. High Performance Target Award (2008)

. Academic Honors and Dean's List (2004)

job-related TRAINING

Skills for Engagement, Conflict Management, Creating an Inclusive

Workplace, Business Strategies and Finance, Business Communications

Etiquette, Redirecting Negative Feedback, 7 Habits of Highly Effective

People, Positive Power of Influence

job-related CERTIFICATES

. Order Management (OM) 2006

. Continuous Replenishment Program (IBM-CRP) 2007

. Accounts Receivable (Oracle AR) 2007

. Deduction Management System (DMS) 2008

. Wal-Mart System (COMA) 2008

. SAP 2009

Other Experience

Certified Personal Trainer (3/2004 to 8/2004)

Listened and responded to the needs, goals and challenges of individual

clients, and developed customized fitness and rehabilitation programs.

Supervised and monitored progress, offering constructive feedback and

support

Services Coordinator (8/2001 to 5/2003)

Managed customer-facing and administrative tasks in busy veterinary

practice. Assisted with medical procedures. Interfaced directly with

customers to perform admission and discharge procedures and respond to

inquiries. Trained and mentored new staff. Processed sales.

Community Service

Wildlife Refuge Volunteer, American Red Cross National Disaster

Volunteer, American Red Cross Disaster Action Team Volunteer, Animal

Rescue Foundation (ARF) Volunteer

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