Customer Service Sales

DEANNA BARRETT

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

*** ******* ****** 563-***-**** (home)

Wilton, IA 52778 563-***-**** (cell)

PROFESSIONAL EXPERIENCE

HNI, Inc., Muscatine, IA 5/07 -

present

Administrative Assistant to the Director of Shared Services

Provide administrative support for the Director as well as the entire

Shared Services group.

. Responsible for maintenance of the supplier master file within JD

Edwards.

o A major clean up project to address duplicate suppliers in the

system.

o A project to convert members who do not have direct deposit for

AP.

o A project to add ACH for suppliers to decrease cost to the

company.

o Maintaining the use tax tables and rates.

o Looking for opportunities to improve the supplier process

including creating work instructions and flows.

. Point of contact and support for Wells Fargo Pcard program for entire

organization

o Monthly download of charges for entry into JDE and access

database.

o Reporting of monthly metrics in Excel.

o Provide training on process for cardholders and approvers and

updates training materials.

o Answers questions and handles phone calls for all Pcard related

issues.

o Coordinates any communication required for the Pcard program.

o Expanding Pcard usage into all operating companies.

o Maintenance of cardholder and approver information, departments,

locations, etc in Wells Fargo Pcard system.

o Ordering/cancelling cards.

o Monitoring of compliance by cardholders and approvers as well as

a monthly audit.

o Continually improve process and document through flows and work

instructions.

. Backup and phone support for American Express travel card.

. Utilize Supportworks to document incidents for Shared Services from

start to resolution.

. SharePoint - creation and maintenance of our Shared Services site.

. Publishing and contributing articles for the Shared Services

Newsletter.

. Payroll - converted all forms to Excel and provide monthly metrics in

Excel.

. Certus - entered controls and narratives for Shared Services.

West Liberty Foods, West Liberty, IA 2006 - 2007

Accounting Clerk (Finance/Credit)

Specific responsibilities focused on providing support for Credit Manager

including applying cash, account reconciliation, customer credit and

collection calls. This also included creation of claims for over and short

pays, documentation of discrepancy and processing of deductions. Contact

for customers and sales force for claim resolution. Used QAD and

Cyperquery software.

Bandag (Bridgestone), Inc., Muscatine, IA 1992-

2006

Fleet Financial Analyst (Sales) (2005-2006)

Accountable for successfully maintaining databases in Fleet Sales,

reporting monthly sales results (including forecast/plan numbers) and

supported Fleet Sales (Great Lakes Division) to sign new profitable

customers.

Quality Project Specialist (Customer Service and Support) (2004 - 2005)

Provided support for multiple Customer Service and Support (CS&S)

Departments to better measure customer satisfaction and quality of the call

centers by creating reports and measuring results (used NICE call center

software). Managed monthly scorecard report (including abandonment rates,

total calls received and percent of calls resolved) to measure the overall

call center effectiveness. Evaluated and documented agent's performance

through call monitoring and weekly status reports. Helped to reduce the

number of incoming phone lines in CS&S resulting in customer ease and

satisfaction, as well as a reduction in cost to the company.

Strategic Account Rep (Fleet Customer Support) (2001 - 2004)

Management and support for large fleet customer to administer their

outsourcing account. This included being their point of contact for

invoicing and collection, reporting, vendor setup and compliance, tracking

of wheel-off incidents, breakdowns and complaints. Internally generated

monthly reports on units sold, number of rims refinished and dollars

invoiced to ensure continued profitability. Invoiced customer for

contracted items and for individual items outside the rate. Monitored

Emergency Tire Assistance breakdowns to ensure that actual down times were

meeting or exceeding a contractual obligation. Tracked and resolved

customer complaints in Peregine system to better manage issues and offer

suggested changes for process improvement and customer satisfaction.

Project Specialist (Tire Management Solutions - TMS) (1999-2001)

Primary responsibilities included leading the implementation of new fleets

to Bandag's fleet offerings. This included maintaining the master project

plan for each fleet and leading meetings to implement in a timely manner.

Management of changes to programs/processes as well as key projects for the

department. Testing and user maintenance of a Bandag created website.

Administrator/Sr. Customer Service Rep (TMS) (1998-2001)

Specific responsibilities focused on providing Administrative Support to

Management in TMS including scheduling meetings and travel arrangements,

typing, filing and general office tasks. Also provided support to internal

and external customers. This included the accurate and efficient

processing of transactions, invoices and general project work.

Customer Service Rep (Dealer Customer Support) (1997 - 1998)

Promoted and served the sales effort by performing order entry functions

and making adjustments to account receivable controls. In a fast-paced,

call center, served as customer liaison by resolving issues with programs,

orders and service.

Dispatcher/Lead Dispatcher (Emergency Tire Assistance) (1992 - 1997)

Supported call center by assisting in the development/revision of policies

and procedures. Dispatched emergency breakdown service and handled

necessary documentation/follow-up. Assisted in the resolution of

problems/disputes that occurred between servicing vendors and customers.

EDUCATION & TRAINING

University of Iowa, Iowa City, IA (2006)

Started MBA Program - 3 Credits in Accounting.

Marycrest International University, Davenport, IA (2002)

Bachelor of Science, Business Administration

Muscatine Community College, Muscatine, IA (1987)

Associate of General Studies

Access I, II, III Microsoft Project

Leadership

Excel I, II, III, IV Power Point Listening for

Understanding

Word Visio The Phone Doctor

JD Edwards SharePoint Supportworks

QAD Cyberquery PeopleSoft

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