Customer Service Account Executive
Resume:
Shelley Fowler
Email: *********@********.***
Address: ***** **** **** **
City: Rogers
State: TX
Zip: 76569
Country: USA
Phone: 254-***-****
Skill Level: Management
Salary Range: $50,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Shelley Fowler
10569 Hunt Hill Rd
Rogers, TX 76569
*********@********.***
SUMMARY
Highly motivate, results-oriented professional with excellent management/leadership skills in the areas of pricing/distribution as a buyer/planner and call center management. Key strengths include action oriented, technical learning and successfully managing through people and systems. Offers intellectual horsepower in an ever-changing environment with a strong ability to accomplish bottom line results. Recognized for exceptional ability to work well with customers, co-workers and all levels of management. Proficient in Microsoft Word, Excel, PowerPoint, Access, 10-key.
PROFESSIONAL EXPERIENCE
Sprint, Temple, Texas August 2001 Present
Account Service Supervisor
Manage the day to day activities of a group of non-exempt employee involved in both in-bound and out-bound trigger based marketing initiatives that focus on churn reduction
Increased revenues and improved customer satisfaction
Responsibilities include coaching, monitoring employee performance, providing first level escalations support, coordinating with various department to ensure customer issues are resolved, call pattern and call volumes are matched with personnel availability, process improvement, recruit and hire personnel, program development, productivity and metrics reporting
Implement programs and processes designed to increase customer satisfaction to both internal and external customer
Responsible for the day to day operations of a team of employees that assist customers with all aspects of their account, new lines of service, payments, billing, equipment, coverage and general customer service questions as well as extending sales offers to extend service agreements. Plans, direct, supervises and evaluate work flow
Coordinates work activities to achieve the call volumes expected to meet operational requirements
Recognizes and recommends operational improvements
Responsible for the day to day application of organizational policies and procedures
Approves special price concessions, quotes, bid allowances or adjustments for customers
Develops telephone sales or negotiation skills of personnel and motivates team to obtain sales and service goals
Provides immediate supervision, monitors workflow, assigns task, goals and objectives
Selected to develop and lead 4 new specialized teams.
McLane Company, Temple, Texas June 1992 March 2001
Pricing Department Manager, 1997 2001
Successfully managed, as well as, trained and evaluated a team of up to 30 employees assuring excellent customer service.
Communicated expertise of policies and procedures to customers regarding company's pricing policies related to customer billing assuring customer satisfaction.
Created and wrote Department policies and procedures and oversaw adherence from staff.
Developed new software application (Power Builder) for computer systems, as well as, maintained all computer systems.
Oversaw all aspects of customer service dealing with thousands of convenience store customers and working directly with McLane's information technology departments and Nationwide divisions.
Supervised, authorized and evaluated all customer repayments.
Buyer/Merchandiser, 1995-1997
Managed inventory levels for approximately 3000 items achieving excellent customer service levels by maintaining turns, overstocks, distributions, SKU management and income objectives.
Ensured price changes and allowances on assigned items where in accordance to company policy and procedures on a daily basis.
Communicated with 250 vendors and brokers to ensure all customer needs were met.
Cost and Deal Specialist, 1993-1995
Accurately monitored and maintained multi-million dollar Wal-Mart price plans ensuring incorrect information was not posted.
Verified accuracy of all Wal-Mart price changes, allowance, expiring deal and obtained approval on all changes from Wal-Mart Corporate office prior to entry.
Process Wal-Mart repayment providing excellent customer service.
Served as Customer Service Representative and liaison for the Bentonville Corporate office, working directly with Wal-Mart/McLane team. Successfully maintained file documentation on all backup information.
Cost and Deal Clerk, 1992-1993
Maintained files for 275+ vendors, updating pricing information on McLane system.
Entered all cost changes and allowance for assigned vendors on a daily basis.
Audited vendors for accuracy, as well as resolved invoice discrepancies assuring accurate customer billing.
Authorized release of invoices for payments daily accruing discount for early payment.
Lincoln Trust Company, Englewood, Colorado June 1991 May 1992
Account Executive
Consistently corresponded with clients, brokers, and security issuers concerning inquiries and research in progress successfully communicating company policies, IRS rules and regulations governing retirement plans.
Explained fee schedules, statement and plan features to existing or new customers.
Handled research and provided information to operations department to research specific problems.
Contacted clients as requested by other departments, such as Trading, Termination or Asset Administration providing updated information as to status of transition.
Directed incoming requests for termination of accounts or transfers assuring paperwork was completed prior to the Termination Department process.
Reviewed new account and plan documents for completion on a daily basis.
Ensured that all needed documents were in place to comply with IRS regulations.
401(k) Management Company, Austin, Texas August 1989 - May 1991
Account Executive
Established deposit reporting process with client payroll department, handling all monthly clients processing including salary deposits, reconciliation's, premium payments, investment purchases, daily and monthly investment exchanges, plan benefit payment (distribution) and all client service requests.
Rewrote monthly investment statement for multiple investment participants.
Planned valuations for quarterly and semi-annual participant statements, daily unit values verification and prepared client report packets on individual portfolios.
Scott and White Memorial Hospital, Temple, Texas May 1987 August 1989
Order Clerk, 1985 -1989
Successfully trained up to 10 new employees on hospital policy and procedures assuring patient medical records were accurately maintained from initial appointment through dismissal.
Order Clerk, 1985 -1989
Operating computer systems, processing routing letters, filing confidential records, library research for staff physicians
EDUCATION/PROFESSIONAL TRAINING
B.B.A.-Finance,Sam Houston State University Huntsville, Texas August 1989 Temple Junior College, Temple, Texas
Basic and Advanced Supervisory Training, McLane Leadership School
Communications Strategies, How to be a Trainer. IMPAC
AWARDS/AFFILIATIONS
McLane Company Achievement Award for Development of Auto Bill-Back System
McLane Company Achievement Award for Development of CAD System
McLane Company Achievement Award for Corporate Challenge Team Leader, 1997 1998
McLane Company Most Valuable Player, 1996
McLane Company Achievement Award for Corporate Challenge Team Coach
McLane Company Achievement Award for Coordinating Company Sponsored Bike Race
McLane Company Achievement Award for Childrens Miracle Network Committee
Sprint Top Team Performance
Sprint Top Customer Issue Resolve Score
Sprint Circle of Excellence
City of Rogers Blue Santa Program Committee Chairperson
Guardians of the Ribbon, Pink Heals Central Texas, President
References upon Request
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