Customer Service Client Relations

ELLEN J. KINTOP

*** ***** ******, ********, ** **611

Mobile: 203-***-**** Email: ********@*****.***

EXPERIENCE

INTERLUDE HOME, Trumbull, CT 2018 – Present

Privately held company, which designs and constructs exclusive furniture, home accessories, and wall décor.

Regional Client Relations Manager/ Facilities Coordinator

●Process sales, returns, and repair requests and scheduling project installation for a million dollars plus monthly.

●Developed a customer service training manual for all client relations and established SLA’s.

●Created and managed the distribution report to properly allocate back ordered items, improving customer satisfaction by 72%.

●Produce customers’ proposals to find unique design elements to meet designer/customer project goals and budgets.

●Strong sales, professional coverage in showroom settings, daily outreach calls to low performing

Clients, and maintain strong notes in CRM system.

●Supervised Connect Us Intern Project.

●Compile metrics client satisfaction data for all first-time customers, reporting finding to product development.

●Source new consumable vendors for best pricing options. Ensure warehouse/ office supplies are well-stocked

●Review, monitor, and schedule facility related services and maintenance.

●Work with stagers and designers to minimize product returns.

POPCORN INDIANA, Westport, CT 2015 – 2018

Privately held company offering high quality popcorn. Producers of Americas #1 kettle corn.

Lead Service Specialist/ Inside Sales Representative

●Received six “You Make it POP” Awards for excellence in customer service, outstanding leadership, and team collaboration.

●Processed all sales orders, sample orders, trade show samples, issue and monitor returns, and verify all incoming EDI orders.

●Collaborated with customers to ensure correct lead times and pick up schedules are adhered to.

●Improved communication regarding inventory shortages, product, and carrier delays.

●Coordinated EDI mapping on new products releases for major retail customers.

●Produced weekly sales reports and provided on demand sales data for field sales team.

●Account Manager aging product. coordinating with big lots, Job lots etc., to keep aged inventory numbers to a minimum. Averaged 84% sold on aging product with less than 4 months remaining.

REALLY Good Stuff Monroe, CT 2014 – 2015

Privately held company offering organizational supplies, classroom management tools and supplemental curriculum materials to school districts nationwide.

Account Manager

●Joined newly created Inside Sales Team tasked to double sales revenue in next five years.

●Wrote canned email responses for various promotions/product lines

●Promoted literacy, math and bilingual products through cold calling and market research.

●Managed district sales for Iowa, Wyoming, and Oregon using Salesforce database.

●Represent RGS at educational conferences, trade shows and district requested presentations.

NEATO PRODUCTS, Orange, CT 2013 – 2014

A manufacturer of labeling products and the provider of supporting software.

Consultant

●Identified potential product launches for new owners.

●Integrated shortfalls in credit processing system and improved communication with clients.

●Established a return policy for the new neato.com website.

FELLOWES, Inc./NEATO, East Haven, CT 1997 - 2012

Privately owned corporation headquartered in Itasca, IL which produced business machines and workspace management devices, Body Glove branded mobile accessories and acquired NEATO’s brand labeling and software products.

Sales Manager

●Managed two million dollars of web-based sales for Body Glove and Fellows.

●Achieved a 98% client satisfaction rating with a call volume of 400-600 calls monthly and six staff.

●Created task force to review shipping claims resulting in the collection of $26,000 in disputed receivables.

●Analyzed market trends to be initiative-taking rather than reactive to customer needs.

●Recommended addition of two new accessories to Body Glove generating $6,000 in revenue.

●Managed Body Glove mid-tier distributor to increase sales by 15%.

●Achieved 208% of sales goal, earning the Body Glove Team the "Corporate Fellows Award".

●Received multiple awards for outstanding performance including the prestigious “Fellowes Shareholders Value Award.”

Customer Service, Office Support, and Tech Support

●Achieved positive outcomes with “Difficult Customers” in 95% of cases.

●Oversaw overflow technical support calls to reduce customer wait times to less than three minutes.

●Reduced shipping and data entry error rate from 8% to less than 1%.

●Calculated sales projections to assist with inventory planning leading to a 3% cost reduction ● Responsible for hosting all monthly 1-1s with team members to review KPIs and individual goals.

●Ordered materials, scheduled assemblies, and coordinated all inbound and outbound shipments.

●Established and maintained vendor relations resulting in a 13% savings with vendor orders.

●Monitored freight charges for incoming/ outgoing shipments to ensure timely delivery at the lowest cost.

●Coordinated all employee health and financial benefits.

●Organized advertising campaigns for thirty-two publications and administered rebate program.

●Collected on large accounts, reducing Days Sales Outstanding by 10 days.

EDUCATION

Sacred Heart University, Fairfield, CT

Master of Business Administration – Marketing

Bachelor of Science - Economics

CERTIFICATIONS

Ace Certified personal trainer CPR and First Aid certified.

Facilitator trainer

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