Customer Service Sales

CARRIE ANN PATTON

Goose Creek SC *****

ll: 610-***-****

Ce

E mail: ******.*.****@*****.***

QUALIFICATIONS

Multifaceted, highly motivated, results oriented individual with a proven track record of coordinating operations, activities, and processes that

minimize resource loss and elevate corporate value. Offers seven years of supervisory and analytical experience. Background

encompasses supervision, project coordination, documentation writing, and internal and external communications. Areas of expertise

include:

perations Coordination olicy Development eam Development

O P T

ocumentation Writing

AP/CRM, R/3, Siebel ontract Analysis D

S C

SELECTED CORPORATE CONTRIBUTIONS

Created and implemented departmental policies and processes for globally office use

Acted as Operations team lead for the Global implementation of the SAP CRM system implementation, including the

development of essential business flow diagrams and written processes to properly configure the SAP CRM system to

business needs

Provided sales and administration process knowledge to improve efficiency in creation and management of service contracts

within Bentley Systems Sales Operations division Globally

Created a project team to work on Collections projects from Acquisitions where old debt was to be written off, Small focused

team collected approximately $1.2 million in 6 months in addition to daily tasks.

Reduced DSO for Enterprise accounts to average Net 45 days.

BACKGROUND SUMMARY

BENTLEY SYSTEMS, INC., EXTON, P

A

BENTLEY SYSTEMS, INC.

Manager Global Major Contract Group ( 10 – June 2014)

20

Managed a team of 5 individuals responsible for the largest Enterprise Agreements within Bentley Globally

Implemented the Quarterly Licensing program and was responsible for billing those accounts

Worked with the SELECT Sales team to gather usage data for proper invoicing

Assisted with Account collections

Managed and approved monthly time sheets for submit to HR

Reviewed of all work performed by team members for accuracy

Coaching and written reviews of team members

BENTLEY SYSTEMS, INC.

Business Systems Analyst SAP CRM ( 06 – 2010)

20

Analyzed and resolved issues submitted between customer requirements and system capacity

Training of Administration trainers and Sales force

Managed Assist Administration with complex situations outside of normal processes

Assisted with Acquisition data migration

BENTLEY SYSTEMS, INC.

Sales Operations Process Manager ( 04 2006

20

Developed policy and procedure documentation for global use

Developed colleague training maps and documentation

Managed training of Administration trainers and Sales force

Managed Assist Administration with complex situations outside of normal processes

Assisted with Acquisition data migration

BENTLEY SYSTEMS, INC.

Supervisor Contract Administration team ( 02 2004)

20

Supervised a team of ten individuals

Assisted in creating new policies and procedure for the department

Managed and approved monthly time sheets for submit to HR

Reviewed of all work performed by team members for accuracy

Assisted financial auditors for process integrity

Participated in contract negotiations

Created reports for VP and Sales Team reflecting activity on assigned accounts

Maintained contracts for accounts across the United States – primarily the Department of Transportation

Participate in interviewing and hiring of new departmental employees

BENTLEY SYSTEMS, INC.

Account Specialist ( 00 2002)

20

Reviewed and processed all incoming contracts for all assigned accounts across the US

Created and processed all sales orders as requested

Created invoices for all orders, recurring and renewal contracts

Provided outstanding customer service and support

Managed Assist Administration with complex situations outside of normal processes

Provided direct support for field and internal sales account managers

PLASTIC TOOLING SUPPLY COMPANY, EXTON, PA

Customer Service Specialist ( 94 2000)

19

Provided direct support for field and internal sales account managers

Processed all new orders

Resolved invoice disputes

Resolved credit balances and process refunds to customers

Packaged and shipped all outbound orders via truck UPS or FED Ex

Maintained warehouse inventory

Ordered stock and special orders

PROFESSIONAL DEVELOPMENT

HDI certification in Support Center Management

Skill Path – Coaching and Team building skills for Managers

Career Track – High Impact communication

Creative Resource Development – Planning and Time

Management

Creative Resource Development – Leadership Series

TECHNICAL SKILLS

SAP CRM

SAP R/3 Siebel

Microsoft Office Suite Sharepoint Unix

Cognos Data Warehouse UPS shipping system Browser Tools

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

IN THE PROCESS OF RELOCATING TO SOUTH CAROLINA CHARLESTON AREA SON IN LAW IS IN NUCLEAR PROGRAM IN THE US NAVY

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