Sales Customer Service
Resume:
LaRonda DeMatteis - page *
LaRONDA DeMATTEIS
Plain City, Ohio 43064
*****************@*****.***
SUMMARY
A versatile management professional with over 12 years of combined experience in broker management, operations, team
building and training. Successfully exceeds client satisfaction and quota objectives while leveraging existing
partnerships. Strengths include motivating team members, process improvement skills and project management. Thrive
in environments that require multitasking and problem solving while developing strong team relationships.
PROFESSIONAL EXPERIENCE
Feb. 2005 Direct Energy, LLC, Dublin, Ohio
To Jul. 2008 Part of the Centrica group of companies, with more than 32 million customer relationships.
CHANNEL COORDINATOR, MIDWEST (Sept. 2006-Jul. 2008)
Facilitated business to business natural gas sales in Ohio, Illinois, and New York; power sales in Illinois
and New York. Single point contact for energy quotes; contract negotiation and delivery; product advice;
invoice concerns; and commission resolution.
o Implemented pricing desk processes and procedures within business and risk control objectives to
develop long-term solutions as well as daily protocols for timely costing, pricing, and capture of all
retail transactions.
o Led and managed all aspects of account management successfully concerning medium commercial
and small industrial accounts worth over $5 million within the Midwest.
o Maintained awareness of operational developments that impacted pricing in key regions where energy
marketing was conducted, which improved efficiency of turn around process and enhanced the
inclusive relationship.
o Interfaced with appropriate departments to develop long-term scalable solutions and daily protocols
which resulted in timely costing, pricing and capture of all retail transactions. Received unsolicited
accommodations for follow-up and resolution.
o Manage contract negotiation status and identify business needs for two large retail chains resulting in
530 new customer accounts.
o Measure and report metrics related to pricing requests, win/loss ratios/statistics, gross margin, volume
under contract and number/type of customer relationships which assisted the company in product
development efforts.
SENIOR ANALYST, MASS MARKETS (Feb. 2005-Aug. 2006)
Establish new sales channel; including vetting applicants, developing standards, identifying and engaging
vendors and building marketing strategies. Managed call lists, National Do Not Call registry, contracts
and commissions.
o Recognized with Platinum Award, the second highest award in the organization, for customer
retention and churn reduction.
o Implemented sales processes, reports, and commission protocols within business objectives and Ohio
Consumers Council guidelines with no complaints.
o Developed territories two weeks before deadline, allowing earlier launch of sales channel.
o Measured and reported pricing requests, win/loss ratios/statistics, gross margin, volume under
contract and number/type of customer relationships by territory, which ensured timely commission
payment to Account Executives.
o Developed standards for sales contracts process and created tracking database which is still being
used by sales operations.
o Served as single point of contact to vendors which ensured invoice payment.
LaRonda DeMatteis - page 2
Designed and assisted in the development of the lead management and National Do Not Call registry
o
database. No complaints were ever received for violating the registry.
May 1996 Medex, Inc., Dublin, Ohio
To Oct. 2004 Now owned by Smiths Medical, a leading global provider of medical devices.
SUPERVISOR – REBATES, TRACINGS AND INCENTIVES (Jul. 2000-Oct. 2004)
Facilitated the receipt and monthly processing of $3.4 million in rebate claims; $11 million in traced
sales; and over $500,000 incentive payments. Managed team of eight specialists.
o Recognized with Leadership Award for building an exceptional team to complete a major project in a
timely manner.
o Centralized the sales rebate, tracing and incentive process, which eliminated redundancies and
improved efficiencies and response time.
o Consistently recognized for effectively cross-training team members by management.
o Spearheaded the design, development, and implementation of web-based sales reporting. Reduced
paper and printing resources and improved the department budget by 12%.
o Contributed and supported management during budgeting and fiscal period accrual entries.
o Supported the US and Canadian Sales forces via reporting, ad hoc reports, and research.
REBATE SUPERVISOR (Sep. 1997-Jun. 2000)
Managed the processing, research and resolution of $1 million in rebate claims per month and supervised
two specialists.
o Streamlined the process within the first six months which resulted in 40% savings in processing time.
o Increased customer satisfaction by 15% by redesigning the overall rebate request turnaround time.
o Performed as key team member participating in validation and implementation of beta processing
application.
CUSTOMER SERVICE REPRESENTATIVE (May 1996-Aug. 1997)
Expedited customer orders, answered general product questions, and acted as liaison for customers to
distributors.
o Piloted launch of credit card order system by implementing and validating process to ensure
customers, and Medex expectations were achieved.
COMPUTER SKILLS
● MS Word ● Visio
● Excel ● Sales Force.Com
● Power Point ● ACT!
● Outlook ● Access
● Acrobat ● Sequel
PROFESSIONAL DEVELOPMENT
● Consultative Selling Skills ● The Seven Habits of Highly Successful People
● Advanced Excel functions ● ACT! Administrator
● Managing Difficult People ● Time Management
EDUCATION
Franklin University Columbus, OH BS Business Management 2010 graduation
Columbus State Comm. College Columbus, OH Courses applied to Associates
Southeastern Academy Kissimmee, FL Technical Diploma
Jonathan Alder Plain City, OH High School Diploma
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