Customer Service Sales

Courtney Elford

Minneapolis, MN 612-***-**** acech6@r.postjobfree.com www.linkedin.com/in/courtneyelford

Business Analyst

availability: relevant Experience

BUSINESS ANALYST PROFESSIONAL WITH 15 YEARS OF

June 2014

EXPERIENCE IN THE HEALTHCARE, BUSINESS AND PUBLIC

SECTORS. A PIONEERING BILINGUAL AND AWARD WINNING

Tools & Skills:

COMMUNICATOR, SHE IS INTELLIGENT, CREATIVE,

MS Office (Word, Excel,

RESOURCEFUL, AND IS A BORN LEADER. MOST RECENTLY

PowerPoint, Project, Outlook, Publisher &

COURTNEY HAS WORKED WITH CITY OF FRIDLEY IN WHICH SHE

Access)

COORDINATED THE DEVELOPMENT OF ENVIRONMENTAL

SharePoint

PROGRAMS IN THE AREAS OF SOLID WASTE, ENVIRONMENTAL

Oracle

EDUCATION, WASTE REDUCTION AND ENERGY CONSERVATION

CRM

WITHIN A COMMUNITY BASED FOCUS. WITHIN MOST OF HER

ASAP

PREVIOUS ROLES SHE HAS BEEN THE LEADER FOR PROJECT

SAP

MANAGEMENT ENHANCEMENTS FOR THE COORDINATION OF

LEAN Management

BOTH REGIONAL AND NATIONAL MEDICAL DEVICE TRAINING

Continuous Improvement

SEMINARS, MARKETING ENDEAVORS, CORPORATE INITIATIVES,

Japanese Language

AND BUSINESS OPERATIONAL PROCESSES THAT HELP TO

Chinese Mandarin Language

INCREASE EFFICIENCY. A PROUD VETERAN AND SERVICE

MAC OS PROFESSIONAL THAT DRIVES TO WORK CROSS FUNCTIONALLY

Photo Shop AS A BRIDGING LIAISON TO MAKE THE BUSINESS A

COLLABORATIVE SUCCESS BY SAVING TIME AND MONEY.

Business Objects

Windows

Skills Inventory

Corporate Sustainability

Strengths and Specialties

Project Management

Extensive Knowledge and Experience in Customer Facing

•

Environments.

Education:

Masters of Science – Cohort Program –

Experienced working in Medicare and Medicaid projects.

•

Environmental Management, Policy &

Sales Operations Management and Process Improvement

•

Education. Bemidji State Univ., MN.

Cross Functional and Collaborative Liaison

•

Graduate Studies – Master of Business Experience working for a medical device company.

•

Administration Program.

Over 7 years of professional history working for an industrial

•

Univ. of St. Thomas, MN.

supply company from sales operations to incorporating and

leading corporate initiatives on a regional basis from

Bachelors of Arts – Geography &

International Studies – East Asian

Continuous Improvement to Sustainability.

Studies, Bemidji State Univ., MN.

Account Management Knowledge

•

Marketing Communications

•

• Experienced working on Corporate and Public sector – Go

•

Green and Sustainability objectives

Gap Analysis and Operational Analysis

•

Process Development – LEAN Methodologies

•

Report Creation

•

Project Management experience on a regional and national

•

level

1

Courtney Elford

Minneapolis, MN 612-***-**** acech6@r.postjobfree.com www.linkedin.com/in/courtneyelford

Coaching and Product Training

•

Policy and Document Processing

•

Strategic Planning and experience forecasting

•

• KNOWLEDGE WITH THE FDA IN THE REGULATION OF

MEDICAL DEVICES

Experienced in the development of corporate marking

•

strategies and business guidelines

Focusing on workflow analysis & design, business process

•

reengineering, documentation process.

Good working experience in CRM and SAP environments

•

Experience working with Technical experts, Product team

•

and Quality Assurance analysts.

–

Chronological Summary of Experience

City of Fridley – Environmental Policy and Energy Quality –

April 2010-Present

City Commission – Vice Chair Volunteer Adviser for Environmental Policy and Energy Quality

*Coordinated in the development and implementing environmental policy in areas of solid waste, environmental

education, waste reduction, training, energy conservation and resource management.

*Integrated a solid waste, composting and a rain barrel project.

Hansaton Acoustics - Hearing Aids

Dec 2012 – Dec 2013

Marketing Project Management Business Analyst – May 2013 – Dec 2013 - Promotion

*Coordinated three regional training projects.

*Designed and collaborated on two national product campaigns.

*Configured in the creation of the marketing plan for the 2014 Mexico National Training Conference.

*Provided expertise as a member of the integrated corporate marketing team.

*Meet with stakeholders and process owners to gather requirements, document, and test function through designing

business to business and corporate marketing projects in-house and saved over $60,000 in three months.

Hansaton Acoustics - Hearing Aids

Dec 2012 – Dec 2013

Customer Account Business Analyst - Dec 2012 – May 2013

*Supported West Coast Account Region for sales, product line and gap analysis.

*Developed and utilized database management for market impact documentation to track project metric, created status

reports and tested their efficiency.

*Implemented Management Plan for streamlined and improved customer account management efficiency.

*Facilitated the communication and served as liaison between process owners and technical teams.

*Subject matter expert for integrating new processes, documenting their success and implementing them to save time

and money.

Project Management Experience at Hansaton Acoustics

2

Courtney Elford

Minneapolis, MN 612-***-**** acech6@r.postjobfree.com www.linkedin.com/in/courtneyelford

*Managed and organized three regional training projects.

• Planned the training sessions from start to finish: one was in Memphis and two were in Las Vegas.

•

Coordinated and managed the specifics of proposal, budget and all of the details with the travel service, the

facility hosting the regional sessions, the company that supplied the technical equipment, the trainer, other

personal conducting the class and other essential items as well.

•

Collaborated and lead a corporate team of ten people.

*Collaborated on two national product campaigns.

*Assisted in the creation of the marketing plan for the 2014 Mexico National Training Conference.

• Developed the initial marketing material and informational brochures for the seminar in September of 2013.

*Created and lead the business to business and corporate marketing projects in-house and saved $60,000 in three

months.

• Hired initially as a Customer Account Manager in December of 2012. After the role was established within a

few months, I lead the initiative to create more of our marketing material in house and use of the material

supplied by our parent company from Germany. Previously, the marketing material was out sourced to a local

graphic arts firm. The firm continued to manage the corporate website. The adoption of the creating in house

marketing material helped to save over $60,000.

*Provided expertise as a member of the corporate marketing team.

*Supported West Coast Account Region for sales, product line and gap analysis.

• Collaborated with the West Coast Sales Manager to create a database that tracked customer projects and

orders on a regular basis. The development database stream lined the sales process for the sales manager and

aided in greater customer account management efficiency. In a simplified manner the database I created,

helped us to we know where each project was along its path to being fulfilled, shipped out, if something was

missing and it saved time and money for us and our customers.

*Expanded the developed database for greater market impact analysis.

• By understanding what the customer wanted and needed. We increased stocking levels through forecasting

and implemented an effective management plan, which allowed us to manage a complete customer’s project

in less time, saved more money and increased customer satisfaction.

Grainger Industrial Supply

2005 – 2012

Sales Operations Product Training Project Management

*Oversaw the development of marketing strategies to achieve financial goals, improved sales growth and tested their

initial success in accordance with business standards.

*Executed 5-S Training and facilitated the employees’ capability to be productive and tested the marketing standing to

identify action plan; obtained successful leads from various sources.

*Integrated in improving organizations’ corporate global strategy for conservation projects; improved product line

based on continuous research, tested the best the use practices efficiency and strengthened client relations.

*Built a communication bridge by serving as a liaison between corporate and regional teams.

*Coordinated development and implementation of facility shipping and receiving procedures; provided resolution to

project issues, and reduced expenses through effective LEAN strategies.

* Subject matter expert for LEAN and sustainability initiatives.

*Award Winning – Corporate Midwest LEAN Leader – 2007

Project Management Experience at Grainger:

*Involved in the Midwest region’s 2007 company-wide LEAN Management Initiative.

3

Courtney Elford

Minneapolis, MN 612-***-**** acech6@r.postjobfree.com www.linkedin.com/in/courtneyelford

• Collaborated by creating a few programs to help save time and money in warehouse operations.

Increased our inventory accuracy rate and improved our daily transactions efficiency in helping customers at

the counter, shipping and warehouse procedures as well.

• Improved productivity and greater the effectiveness on the projects I managed.

• Awarded the 2007 Corporate LEAN Leader of the Midwest.

• Managed a regional team of 20 people

Assisted in the creation of the program for their 2011 their corporate sustainability initiative.

*Facilitated in the launch of the Green Ambassador program, a global vision of sustainability.

• Leadership member responsible for strategic planning, development, and implementation of sustainability

engagement programs.

• Encouraged employee engagement across four generations of employees and 450+ branch locations

nationwide.

• Harnessed emerging technologies to aggregate sustainability information, conversation, innovation, and best

practices.

• Coordinated a corporate team of 40 people.

*Aided in the development of their corporate sustainability training program.

• Helped to create the curriculum, which was taken by Grainger employees at all levels such as; account

managers, regional customer representatives, management and corporate based personal.

The aim of the program was to educate all employees on the best use practices on helping our internal and external

customer become more sustainable within their own facility by saving time and money.

• Collaborated on a regional level as expert on sustainable initiative practices and management of projects

through local training sessions I instructed.

• Provided greater assistance to account managers when the development of sustainable lighting projects to our

customers, who switched out their lighting by utilizing more efficient bulbs. Worked and collaborated with a

regional General Electric, GE and Xcel energy representatives on educating our external customer on the

greater benefits of becoming more efficient at their own facility through the projects we facilitated together.

Sportsman’s Warehouse

2005 – 2005

Customer Service Operations Product Training Management

*Implemented managing functions including customer service operations, training and development of employees,

sales and marketing strategies, and procedure improvement.

Increased department sales through effective marketing efforts, analyzed business trends to develop operational

*

strategies; organized and performed product training and sales program orientation that increased sales.

* Supervised a department of ten people.

Recreational Equipment Inc, REI.

1999 – 2005

Sales Customer Service Product Trainer

*Awarded for outstanding customer service based on excellent delivery of quality services to clients.

*Coordinated the training of team members on new processes and company products; increased economic growth.

*Award Recognizing Outstanding Customer Service – ROCS Award Winner - 2001

United States Naval Reserve

2001 – 2005

*Assumed daily responsibilities for assisting in development of defense strategies, operating different equipment, and

collaborating with various units to timely achieve objectives.

*Demonstrated flexibility to manage emergency situations, utilized sound judgment in resolving daily issues, and

actively supported mission and vision.

4

Courtney Elford

Minneapolis, MN 612-***-**** acech6@r.postjobfree.com www.linkedin.com/in/courtneyelford

*Provided professional support to local and international operations, recommended solutions to ineffective processes,

and established camaraderie among fellow reservists.

*Complied with all standard protocols, security measures, and training requirements; finished assigned tasks ahead of

designated timeframes, and attentively accepted new challenges.

Civic & Other Community Experience:

Caring Hands Health Care & Training Services

Dec 2013 – March

Freelance – Volunteer Marketing Consultant

*Created and executed a strategic marketing plan.

Other Experience: Rivers Council of Minnesota, Research Consultant Graduate Research

Community Experience:

*ALARC - Long Distance Running Club - Running Coach; *Marathon Runner

*City of Fridley - Environmental & Energy Quality Commission Board Member / Vice Chair Adviser

*City of Fridley - Planning Commission Board Member

5

Contact this candidate