Customer Service Sales

Lorraine Picone

Cell phone 516-***-**** . E mail abkrbo@r.postjobfree.com

Professional profile

Highly motivated individual with diverse Customer Satisfaction

Experience and strong Management background. Detail oriented with

excellent analytical skills and excellent interpersonal skills.

Skills

Excellent Customer Satisfaction, cross selling skills. Able to

handle irate customers and please clients.

Advanced level of computer knowledge in all current Microsoft

Windows products, Excel, Word, Power Point, and Outlook. Additional

computer knowledge: Account Review (Synectics), 9ci Trade Vision,

Dolphins, Business Objects, Filemaker Pro, JD Edwards, AS400, Adobe,

Lotus, Project Management, QuickBooks. Y jacking (sitting side

chair) on ICC's ACD system to assist in training new staff.

Strong knowledge in Customer Satisfaction, Cross selling,

collections, AR and Deductions research, Bookkeeping, Sales

reporting, skip-tracing and repossessions. As well as knowledge in

profitability and sales.

Experience

2008 - 2010 Ultimate Flooring

Katy, TX

Customer Service and Support Manager

Supervise and manage a team of Customer Service Specialists

Instrumental in training staff on how to achieve Customer

Satisfaction with internal and external customers. Improved Customer

Satisfaction overall rating by more than 10% each year

Duties include employee reviews, interviews, training, handling

customer complaints, resolving employee issues, working directly

with sales team on service level issues.

Wrote and trained departments first Standard Operating Procedures.

Effectively increased overall work productivity by more than 20%

last year

2001-2008 The Hain Celestial Group, Inc Melville, NY

Senior Trade Marketing Analyst

(Promoted to this position in September 2007)

Streamlined communications between UNFI and HCG UNFI Team to include

Trade Marketing, Sales, Customer Satisfaction, and Deductions.

Improved Customer Satisfaction by 20% first year and 30% following

year.

Trained the HCG UNFI Team on new HCG Systems.

Worked closely with Trade Marketing Administrator, Natural Team

Sales Coordinator, Group Manager and Sales to ensure all authorized

customer level trade funds and brand discounts at both channel and

customer levels are input into Account Review. Improved accuracy by

30% on all promotional allowances entered in system.

Established a process for advising Group Manager of any deal

exceptions being communicated to Customer Satisfaction

Wrote, communicated and enforced HCG trade fund policies and

procedures

Worked with Customer Information group to continually review

customer price assignments effectively reduced errors by 20%

Processed reports showing Promotional/Profitability Analysis

Created and ran actionable reports tracking sales versus trade spend

to identify opportunities and risks to planned budgets. Reduced

loss each year by 10%

Worked closely with UNFI and HCG UNFI Team with order flow during

end of quarter improving sales by 15%

Assisted RBM's in Account Strategy and visits to ensure trade

policies were followed

Communicated regularly and delegated duties as needed to Trade

Marketing Administrator

Trade Funds Analyst, Grocery Division

(Promoted to this position in September 2005)

Evaluated profitability by brand/item - institute profitable

promotional calendar to maximize sales

Identified planning gaps/opportunities through post/pre promotional

analysis

Coordinated all communications to customers, field sales, customer

service and deductions department. Effectively reduced errors by

more than 35%

Responsible for input of customer specific promotional data in Trade

Vision software. Allows customer service and deduction department to

easily view promotional data. Improving order flow by more than 50%

Created and launched first Sales Manual for the Department for new

hires

Customer Satisfaction Manager

Assisted with the implementation of two major company acquisition

within the Customer Satisfaction group.

Supervised and managed a team of 14 Customer Satisfaction

Specialists.

Instrumental in training staff on how to achieve Customer

Satisfaction with internal and external customers. Improved Customer

Satisfaction overall rating by more than 40%

Duties included employee reviews, interviews, training, handling

customer complaints, pricing and promotion issues, resolving

employee issues, working directly with sales team on service level

issues.

Part of ACD implementation team. Established phone rollout process

and trained staff. Improved first contact resolution rate by more

than 30%.

Responsible for monthly, weekly and daily reporting for the

department which includes: ACD phone reports, open orders, price

over-rides, held orders, phone reports, and customer specific

reports. Y jacking (sitting side chair) on ICC ACD system to assist

in training new staff.

Wrote and trained departments first Standard Operating Procedures.

Effectively increased overall work productivity by more than 35%

Maintained and executed revised version of corporate Terms and

Conditions

Responsible for rejecting and approving customer claims and

deductions on a daily basis. Improved invalid deductions by more

than 10%

Education

Phone Doctor Training, Dale Carnegie Training, Skillpath

Training to include: Management Courses, Time Management,

Organization, Public Speaking, Customer Satisfaction,

Miscrosoft training level 3

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