Customer Service Sales
Resume:
Gina M. Griffin
************@****.***
htpp://www.linkedin.com/in/ginamgriffin
CLIENT RELATIONS SPECIALIST
"Specialist in Operations Support and Relationship Management"
Relationship manager, driving results through exemplary client relations
expertise. A project manager with a strong technological skill set
providing support to the mass distribution, manufacturing, retail, and e-
commerce industries. Proven results in Sales, Operations, and Training
organizations, complimented by a unique creativity recognized by senior
management. Solutions Strategist energized by problem identification and
resolution using a Consultative Sales approach. Highly analytical thinking
with demonstrated talent for identifying, scrutinizing, improving, and
streamlining complex work processes.
TECHNOLOGICAL EXPERTISE
Proficiency in: JDA AS/400-based Merchandise Management System ~ NESI
Supply Chain Management software ~ Infinium Supply Chain Management
software, ~ MAS90 (Order Management System) ~ Lotus Notes ~ Microsoft
Office Suite (Outlook/Word/Excel/PowerPoint) ~ 10 Key by touch ~ Microsoft
Windows NT, 95, 98, 2000, XP ~ Kronos Payroll Management System ~ Visio ~
ACD MTE ~ HP SFD ~ Symposium telecom systems ~ Oracle ~NaBanco Tranz 380
credit card systems ~ First Call, Physician Billing Services ~ Mass Health
~ e-Claims ~ Adobe Photoshop
PROFESSIONAL HIGHLIGHTS
. Provided inside sales support for an emerging market in South America,
resulting in sales growth of $100K to $13M in less than three years
. Managed and facilitated processing of national order entry sales in
excess of $700M per year
. Created a program for individual customer pricing while reducing internal
maintenance by 80%
. Key contributor, playing integral role in implementation of the NESI MRP
software systems for TenCate
. Organized a $22 million Sales/Operations/Customer Service division of
Wolf Camera
. Created and developed the procedure manual for MAS90 systems for Wolf
Camera applications
PROFESSIONAL EXPERIENCE
TenCate Geosynthetics, N.A., Pendergrass, GA
11/03 - 11/10
Client Relations Manager
. Coordinated sales & customer service of woven/non-woven Polypropylene
monofilament fabrics used in system solutions for the erosion control,
transportation construction, mechanically stabilized earth, waste
management, water management, and shoreline protection/marine structure
construction markets
. Performed as Customer Service Manager for multiple business units in the
North American headquarters for the Netherland's Royal TenCate company of
300 years
. Managed 8 sales coordinators to direct ship domestic/global products from
multiple warehouses
. Provided delivery indices to Regional Managers, Market Mangers,
Distributors, and Customers using Supply Chain Management software for on-
hand, in process, and planned products
. Managed customer support process from job quotes to delivery completion
. Primary contact for International Logistics to reconcile shipments from
one piece to containers loads
. Developed written procedures to be used in training for Sales and
Customer Service
. Created a training schedule to maximize knowledge and growth
opportunities for advancement
. Directed the implementation of an annual Customer Satisfaction Survey
. Appointed to chairman of the Charitable Community Committee
. Developed annual incentive goals for the Customer Service group
Gina M. Griffin
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. Maintained documentation for ISO certification audits
. Produced monthly analysis of Customer Service, Sales and Quality trend
data for management
. Cross-trained associates on products for business units for private label
and national account businesses
. Produced monthly analysis of Customer Service, Sales and Quality to
detect trends for management
. Served as a valued member of the Strategic Planning Team
MacPherson's Artcraft, Norcross, GA
06/02 - 08/03
Customer Service Manager
. Managed the Eastern customer service division of MacPherson's in the
distribution of art supplies
. Coordinated order entry and processing of sales in excess of $600M a year
. Orchestrated the arrangement of shipments through three Coast-to-Coast
distribution centers
. Assisted in supporting 40+ Sales reps to supply and replenish retail
stores outlets
. Implemented pricing structures for customer specific pricing discounts
NDC HEALTH, Atlanta, GA
03/02 - 06/02
Customer Service Supervisor
. Supervised a 24/7 help desk for product support, pharmacy support,
medical eligibility and physician billing inquiries in a network
assisting more than 65,000 pharmacies and 70,000 physicians
internationally
. Coached 30+ associates to assist physicians and pharmacists in processing
electronic- and web-based insurance claims
Wolf Camera, Inc., Atlanta, GA
11/86 - 12/01
Manager of Sales, Customer Service and Operations, 08/1998-12/2001
. Managed 13 associates in an ACD Call Center for the E-commerce
departments
. Acted as an integral part of the E-commerce marketing and management team
. Operated as liaison between the Wolf Camera stores, departments, and the
Distribution Center
. Administered Customer Service, Sales and Operations training
. Conceptualized the development of MAS90 software to fit Wolf Cameras
business needs
. Implemented policies and procedures used by the Wolf Camera stores and
the on-line Sales divisions
. Acted as liaison between Wolf Camera stores and corporate departments
including purchasing accounts payable, accounts receivable, sales audit,
inventory audit, inventory management, web based sales, MIS, and the
customer order fulfillment center
. Served as a consultant for the Business-to-Business expansion group
EDUCATION
PMI Certification
Currently pursuing
Bachelors, Business Development
Georgia State University
Completed three years
Photographic Imaging
Art Institute of Atlanta
. Majored in photography including darkroom, studio, digital imaging,
animation and website development
. Employed with the Digital Imaging group for Kodak for the Associated
Press during the 1996 Olympic Games
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