Customer Service Sales

Kathleen L. Huntington

* ********* ****

Danbury, CT 06811

(H) 203-***-****

(C) 203-***-****

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

Summary

Vendor/Customer Relationship Management Professional with extensive experience in a Fortune 100 Company

providing operational support to sales and other functions in a fast paced customer service environment.

Customer oriented with excellent problem solving and communication skills. Six Sigma Quality Greenbelt trained

associate focused on process improvements that reduce defects and increase productivity.

Professional Experience

Kanthal Corporation – Sandvik Materials Bethel, CT 2008-2010

Inside Sales - Customer Service

Managed relationships with key, mid and transactional customers; ensuring accurate purchase order

processing, quotes provided in a prompt manner, and issues resolved to customer satisfaction.

Collaborated with internal material planners, quality laboratory test experts and engineers; verifying

inventory levels, lead times and job specification requirements.

Managed Kanban program for key customer, analyzed year to date usage and worked with planners;

ensured inventory levels in place to meet future needs.

Supported finance on a monthly basis by gather data and reporting on budget vs. actual sales volume for

segmented products; resulting in timely information to key stakeholders.

Contributed to the team effort by accomplishing duties effectively and providing back up coverage for

other team members; enabling transparent workflow continuation for our customers.

Participated in training seminars to learn systems, products and processes; gaining valuable insight to

share with customers and increase overall business efficiency.

GE Commercial Finance Corporation Danbury, CT 1987-2007

GE Capital Vendor Financial Services

Customer Marketing Initiatives Coordinator (2005-2007)

Effectively facilitated 45 conference calls in three months with external customers and internal leaders in

Sales, Risk, Credit and Operations; uncovered over 100 customer issues and drove resolution of 80% in

six months.

Received award from management for gathering and validating account specific information on over 3000

customers; resulted in successful survey launch and improved response rate to customer satisfaction

survey.

Initiated and launched strategic direct mail marketing campaign to retain customer base; generated

$528M in sales in 2006.

Facilitated monthly teleconference marketing intelligence meetings with industry specific Relationship

Managers and Sales Representatives; shared competitive information and collaborated to develop

strategies to capitalize on market opportunities.

Worked with Legal Department to establish training program on the guidelines for gathering and using

competitive intelligence; prevented potential litigation for inappropriate use of information.

Kathleen Huntington Page 2

Customer/Vendor Relationship Liaison (2001-2005)

Developed web based job aides to communicate and train Customer Service Representatives on new

program portfolios, products, procedures and existing program modifications; ensured easy retrieval of

information and consistent responses to customer inquiries.

Liaison for Relationship Managers, Sales Representatives and all functional associates; resolved

escalated vendor or customer issues directly affecting customers.

Uncovered inaccuracies in customer property tax invoices; impacted reserves by $495M and defined

processes or procedures that improved collection process.

Led Six Sigma Quality Greenbelt project for a major client’s fourth largest customer; improved booking,

billing, cash application and collection processes.

Portfolio Operations Analyst (1999-2001)

Supported booking and funding process for over 60 structured financings; confirmed accurate setup of

transactions in systems, ensured timely/accurate customer billing, processing of payoffs and collateral

releases.

Communicated effectively with syndicated partners and finance department on borrowings, loan

conversions, notifications and distribution of interest and fee payments; maintained accurate customer

and portfolio records.

Collaborated with Portfolio Managers, Risk and Legal Department; ensured compliance with Loan

Agreements.

Established process to track Letters of Credit expiry dates and collateral documents; reduced risk

exposure.

GE Capital Retail Financial Services

Client Services Specialist Team Leader (1998-1999)

Provided leadership and direction to thirteen Customer Service Call Center Representatives for major

private label credit card program.

Supported business center initiatives by coordinating outsourcing of credit card application data entry;

resulted in 50% daily reduction in representatives’ workload.

Built and maintained strong client relationships with two major home shopping retailers; took proactive

approach to provide retailers with information on issues directly impacting business.

Coached Customer Service Representatives; ensured consistent application of procedures in accordance

with all company, federal and legal guidelines.

Customer Service Representative (1987-1998)

Answered incoming client billing and collection inquiries; resolved any billing/payment disputes.

Reviewed payment histories and credit bureau information; granted credit line increases.

Handled Fair Credit Billing inquiries in accordance with Fair Credit Billing Act.

Posted missing payments, corrected encoding errors and researched misapplied payments.

Education

2005-Present Western CT State University Danbury, CT

BBA Managerial Accounting (Expected graduation 2010)

Skills

Microsoft Word, Excel, PowerPoint, Outlook, Siebel, Business Objects, JD Edwards,

Six Sigma Greenbelt Certified, AS400 Mainframe System, ERP System, Qlikview, Lotus Notes

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