Customer Service Sales

Donna Frost

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

New Bedford, MA *2740

Phone: 508-***-****

Cell: 774-***-****

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

Executive Summary

Customer Service Analyst/ Global Customer Operations: 10 years of customer

service experience. Demonstrate strong initiative and problem solving

skills as well as collaborative/influencing skills with team commitment and

practical creativity. Possess the ability to handle multiple priorities in

a timely and professional manner while maintaining stable performance. Also

possess outstanding and influential presentation skills.

Core Qualifications

*Successfully attained MBO goals each year

*Proficient in Microsoft Word XP

*Proficient in Excel *PowerPoint experience

*AS400 System experience

*SAP experience

*Experienced in Outlook email system

Professional Experience

Order and Policy/Floater

August 2012 to Present/ Temporary Position- ending this month

Greysmith Company/Hasbro

Providence, RI

Principal Duties and Responsibilities: Proof read direct orders entered by

associates' order entry for close outs and process trade marketing orders.

Customer Relations

Amerigas

Middleboro, MA

November 2011 to June 2012

Principal Duties and Responsibilities: In this position, I took orders from

our customers via phone for propane deliveries. Once the order was

processed in the system, I also dispatched to the drivers, informing them

of the delivery request. Another part of this position was to resolve

issues and maintain customer retention. Data collation was also another

dimension to this position as well.

Customer Service Analyst/Global Customer Operations

Ocean Spray Cranberries

Lakeville, MA

July 2006 to Sept 2011

Principal Duties and Responsibilities:

Demonstrated problem solving skills by reviewing all orders with customer

order exceptions such as incorrect pricing, inventory issues, credit issues

along with transportation issues by solving the immediate issue and follow

up to determine the root cause, preventing the issue to resurface.

Teamed with our Logistics Partner to find the best way to get an order

delivered quickly while minimizing cost.

Analyzed data from multiple sources to identify opportunities for reducing

cost and improve service level.

Managed carryover and deduction balances to ensure specific financial goals

are achieved by providing credits and adjustments in a timely manner.

Provided service level reporting to Sales, Brokers and Management.

Spearheaded the creation and growth of the Sustainability Program. The

program both encouraged engagement and also reduced paper cost by 20%. The

events planned for this initiative were designed to educate and engage

employees. I also lead a sub team where brainstorming and task

distributions were discussed and assigned. The Earth Day Events,

Presentations and Newsletters were well received and applauded by

management. The program was then mirrored and implemented corporate wide.

Accomplishment: To reduce cost and reduce misshipments, a presentation was

given to Sales educating them on how their customer's ordering habits were

not efficient for both Ocean Spray and the customer. Reports were provided

indicating how many orders had partial pallets. I also outlined the cost,

by presenting the amount of man-hours it took to break down the pallets and

how ordering in full pallets would both reduce cost and would also reduce

errors on the Distribution Center's end. The figures presented were at the

broker's level. As a result of this presentation, the partial pallets

figures were reduced from 75% to 5%.

Accomplishment: Using my reporting talents, I benchmarked the accuracy rate

and investigated the issues for the low rate of 30% for one of our

customers. It was found that the issue was two fold. It was discovered that

part of the issue was that Sales did not have an off invoice amount loaded

into the system and It was also discovered that the new pricing was not

communicated to the broker which resulted in incorrect pricing submitted.

I collaborated efforts with Sales, the Broker and our IT Department by

having a conference call indicating what needed to be done in order to

correct the issue at hand. The salesperson was advised that they need to

enter the oi (off invoice) into the system prior to providing the

information to the brokers and they must send a new program sheet with

changes to the broker. The accuracy rate improved from 30% to 95%.

Accomplishment: I benchmarked specific customers who were submitting orders

that were under the 4,000 lb. Minimum. I also implemented a plan by

communicating the non-compliance rate to Brokers, Customers and Sales. In

the communication process, a presentation was given to sales indicating the

issue at hand and reports were showcased as well. These actions both

reduced the non- compliance rate by 75% and also increased sales as well.

Customer Service Representative

Titleist & Footjoy

New Bedford, MA

March 2002 to July 2006

Principal Duties and Responsibilities: I was the Customer Service

Representative in the Custom Logo Department for jackets and shirts. My

principal duties were order entry and matching thread colors to the

submitted logo provided by the customer. I also created and sent proofs to

the customer for approval. Once approval had been given, I collaborated

with our vender to get the order processed.

Accomplishment: Using my creative abilities, I created a system for logos

for the reversible jacket line. The customer service person prior to my

joining the team was creating separate colors for each side of the garment.

I presented an idea of just using the colors of the reversible side of the

jacket and matched those colors on each side. (example: a reversible jacket

has brown on one side and yellow on the other side. The logo on the brown

side would be yellow and the logo on the yellow side would be brown) The

suggestion both saved time and provided consistency within the process.

This was implemented as policy.

Accomplishment: I suggested that we should match the colors used on the

outerwear and follow the same colors on the sock line as well. This became

policy and the sales team now indicates this at the customer's level and it

is now on literature that is given to the customer as well.

Secretary

Fiber Leather

Bellville Avenue

New Bedford, MA

July 1999 to March 2002

Principal Duties and Responsibilities: My duties were to type memos and

letters using the Dictaphone. Answered the phone and also did some filing.

Accomplishment: Due to the company finally modernizing their system by

using computers, I was instrumental in coaching the team as to how to

utilize the computer. I also created template documents for the team to use

as well.

Education

New Bedford High School - Graduated 1978

Fisher College - Paralegal Program - Graduated 2003

Fisher College - Business Management - Completed 2 years (have not

graduated yet)

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