PROFILE

EILEEN GORMAN ad2fd9@r.postjobfree.com Page *

Customer Service Support professional with years of service account-abilities and experience in all facets of business, including sales, national accounts and accounts receivables. Known for supervisory strengths, employee development skills and ability to foster team cooperation and support. Successfully handles difficult problems and systems issues. Easily multitasks and consistently meets targets and deadlines. Excellent interpersonal skills lead to positive working relations with all levels of management and customers. Continually achieves high- level accuracy and results.

PROFESSIONAL EXPERIENCE

Mikron Tool 6/2023-10/2023

Inside Sales Coordinator/Customer Service

Communicating with both internal/external customers, making outbound calls to new and existing customers, following up on new business opportunities. Responding to all customer's questions via phone or emails. Keeping up with product and service information with all updates.

·Entering and Processing sales orders into our ERP system (SAP). Update and maintaining customer information in our CRM system (Salesforce).

·Answering high and heavy volume of inbound /outbound calls to/from customers Respond to both internal and external email requests.

·Managing assigned territory and effectively building relationships with customer accounts. Provide superior internal account management support to the outside Regional Sales Manager in assigned territory.

·Managing blanket and special tool orders, processing RMA’s (Return’s).

·Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

·Assist the shipping logistic department on heavy volume days. Work closely with Production, Marketing, Shipping, and Sales, most of who are outside the office and USA. Accurately communicate all technical specifications and provide “basic” technical support BankMobile Disbursements/BMTx Technologies 2/2017-2/2023 Team Lead Customer Escalations / Senior Executive Response Officer The Team Lead is responsible for managing a small team 5+ Escalation Specialists and is responsible to serve as the final point of contact in our “high-touch” customer care team. Key functions include providing phone, email, mail, and chat support to customers and cultivating long-term relationships with new customers. This role will track and report directly to the management team to ensure that all customers issues are resolved in a timely and caring manner. Additionally, will be required to work with internal sources to mitigate all regulatory complaints brought by customers.

·Analytical - Strong analytical skills are a must for a Risk Analyst. They must be able to quickly analyze a large collection of data, then create reports and determine results.

·*Decision making: Risk Analysts are often in charge of making business and financial decisions for their clients.

·The ability to quickly analyze data and make a decision, such as which stock or whether or not to issue credit, is crucial.

·Communication: Written and verbal communication skills are important for Risk Analysts. They must communicate clearly and effectively with clients and team members at all levels

·Process Mapping - Develop executive-level presentations to include summaries and recommendations. Project management

Inline Plastics Corp 2/2014-11/2016

Customer Service Supervisor

Manage and Supervise to motivate a staff of 7+ Customer Service Specialists to monitor and insure we are keeping with compliance of departmental and overall company goals. Work closely with the Director of Logistics, along with cross functional teams to enhance alignment with Manufacturing, Sales and Brokers, and all Logistical Departments. Coordinate forecasting methods and participate in company S&OP meeting. Coordinate and hold daily Production meeting with Distribution & Production personnel. Assist in the Credit & Collections, Approve and Process Return Authorizations while keeping with company compliance, Work logistic carriers on BOL discrepancies, and Work in both TMM & Salesforce systems.

·Works closely with the Director of Logistics along with cross functional teams to enhance alignment of Manufacturing, Sales (inclusive of Regional Managers and Brokers), and Logistical Departments to satisfy Customer requirements.

·Ensure efficient departmental communication and coordination with various manufacturing and shipping locations via daily departmental meetings.

·Coordinates forecasting methods and participates in the S&OP process.

·Responsible for the Monitor, Measure, and Comply with all customer related issues in regards to Customer Satisfaction to include but not limited too.

·Responds to customer inquiries within acceptable time limits. Ability to communicate product knowledge. Updates Salesforce where applicable.

·Processes customer sales orders accurately and timely in such areas as Item Codes, Pricing, Dock Dates, Pickup Allowances, Credit Holds, Shipping Instructions, and any other special order requirements for all facilities.

·Processes EDI and any other types of e-commerce orders.

·Verifies sales order accuracy and fax/e-mail confirmation to customers or sales representatives within 24 hours. Insures sales orders ship per customer request. Contact customers regarding backorder dispositions.

·Processes Export shipments to include compliant paperwork for all facilities.

·Maintains accuracy of Backorder and Open Sales Order Report. Issues New Item Report on a weekly basis. Generates invoices. Sends Monthly reports to individual brokers. Responsible for the maintenance of Price Tables and issuing Monthly Sortability report. Coordinates approval of returns and issue Return Authorization (RA#). Creates and distributes monthly return report.

·Maintain Department Training Manuals.

·Trace shipments per customer inquiry. Coordinates approval of returns and issue Return Authorization (RA#). Creates and distributes monthly return report.

·Processes Customer Service Exception form regarding customer complaints or service failures. Issue bi-weekly report listing exceptions.

·Investigates and reconciles customer invoice deductions (chargebacks) within 2 weeks.

·Visits top 3 customers and 1 trade show on an annual basis. Perform annual Customer Satisfaction Surveys as well as monitor monthly scorecards (Publix.) Hampford Research, Inc. 7/2011-2/2013

Customer Service Specialist

Responsible for order input and management while maintaining & provide excellent customer relations to both internal and external customers. Responsible for order analysis, problem solving and improving the processes. Maintaining all administrative functions on accounts for purpose in determining sales flow and analysis.

• Enter all faxed and phoned orders into the Process Pro system accurately

• Handles all incoming calls pre-screening for sales inquiries

• Worked closely with Director of Sales/Marketing to resolve pricing discrepancies, obtain sales forecasts and works independently to resolve account shipping and billing problems

• Performed Logistics processed when required

• Obtained quotes from transportation carriers for international ocean and air shipments

• Handled Accounts Receivable for all accounts over 30 days with

• Process Credit card payments and all inquiries regarding credit references

• Identify and escalate all inquiries that required higher management negotiations.

• Worked on projects that may not be associated with daily activities PITNEY BOWES, INC. 1984 – 6/2010

Operations Support Analyst (2007-2010)

Responsible for operations analysis, problem solving and process improvement. Project team lead for inter-departmental initiatives and implementations. Managed project teams of up to 6+ staff members.

• Pro-Active problem solving of all issues to ensure proper business procedures are followed to ensure all new business lease contracts are processed with Cross functional partnering across the business

enterprises to proactively problem solve

• Communicate with internal and external customer base on proper company policies and procedures

• Special Agent handling all aspect of billing, collections and sales for key National Accounts

(i.e. Boeing, Citicorp, GMAC, Viacom)

• Generate training materials and implement training on multiple departmental

• Work with within internal departments & employee to resolve order paperwork errors such as pricing

discrepancies while educating the employee on ways to prevent future issues.

• Participated in department meetings to ensure proper communications and workflow but not limited to providing options on how to improve current processes. Customer Loyalty Resolution Analyst (2004 – 2007)

Accountable for maintaining all administrative functions on customer accounts for the purpose of sales retention. Communicates and applies special marketing promotional programs, and determines discounts and settlement offers. Administer new sales contracts into the business. Communicated business rules to field sales as needed. Maintains inventory records and resolves inventory problems.

• Based on leadership and process knowledge in handling accounts, given sole management responsibility for Alderwoods, a major national account.

• Received numerous commendations from both internal / external customers regarding accurate account handling.

• Selected to train co-workers regarding systems and processes.

• Received special recognition award for excellent performance.

• Played key role in resolution of billing and inventory issues involving a major leasing company

• Reduced and avoided customer delinquencies.

Customer Loyalty Analyst (2003 – 2004)

Responsible for conducting inbound and outbound sales calls, while providing customer profiling and fact finding to complete account records and build databases. Administered account credit and collections activities. Processed renewals of sales contracts, settlements and restructuring of leases for continued business requirements. Supported internal district field sales in business processes as needed. Managed return for leased equipment pick-up detailed processes.

• Received numerous performance awards for high customer sales retention

• Assigned special projects and large multi-account customers, based on skill for achieving positive results.

• Received award from CEO for “Best Suggestion” - this suggestion initiated a process that would open new lines of communication between sales and retention analysts. Lease Maintenance Coordinator (2001-2003)

Handled all aspects of lease maintenance for meter accounts. Coordinated equipment pick- ups and buy-backs. Accountable for inventory and systems accuracy. Processed charge-offs, and pursued collection on delinquent accounts. Supervised department workflow.

• Established inventory pilot pick-up program, improving efficiency level for retrieval of equipment from 30% to 90%, leading to significant cost savings.

• Created test program to determine and identify system problems inaccuracies. Led to improved coordination across departments for company inventory.

• Eliminated all over 30-day delinquencies, while simultaneously retaining customers.

• Selected as the sole individual to work on bankrupt company accounts, establishing special procedures for account resolution.

National Account Administrator (2001)

Accountable for providing all administrative functions supporting national accounts. Processed billings and administered credit & collection.

• Significantly reduced delinquency rates, bringing 90% of accounts within 30-day level. Administrator Billing and Account Resolution (2000 – 2001) Provided direct on-site liaison with customers. Prepared complex and customized billing programs for commercial and national accounts. Prepared and monitored production reports. Administered general ledger transactions. Responsible for financial accuracy of revenue reporting. Coordinated work of staff of six.

• Developed training manual and successfully trained employees on billing systems.

• Assigned key national accounts based on product knowledge and customer service skills.

• Received stock option award for consistently demonstrating outstanding performance, work accuracy and development of staff.

• Recognized by management and peers for ability to identify and resolve processes issues. Supervisor of Customer Account Administration, (1992-2000) Supervised staff of 13. Established monthly productivity performance goals. Accountable for preparing and expediting special departmental reports, credit approvals and collections. Processed and litigated bankruptcy accounts. Trained employees on systems and software. Notary Public.

• Reduced National Account delinquency from $500,000 to $50,000.

• Successful developed and managed staff, achieving day’s outstanding reduction from 47 to 30, in less than six months.

• Identified and rectified inventory problems. Led to reduction of lost revenue.

• Commended for ability to develop and implement training programs. Additional Positions within Pitney Bowes, Inc.:

Customer Account Facsimile Specialist (1989 -1992) Facsimile Coordinator (1986 -1989)

Supply Billing Clerk (1985 – 1986)

Supply Telemarketing Specialist (1984 -1985)

EDUCATION AND PROFESSIONAL TRAINING

BS Business Management, Albertus Magnus College, New Haven, CT, AS, Business Administration & Science, Norwalk Community College, Norwalk, CT PROFESSIONAL TRAINING AND ASSOCIATIONS

Computer: Windows, Word, Excel, PowerPoint, Lotus Notes, MS Outlook, Inter & Intra Net, DB2, Siebel, SAP, Salesforce, Process Pro, Internet, Intranet, Interpersonal Communication Skills

Council of Personnel Relations - Departmental Representative United Way – Co-chairman

Mentoring United Way

Diversity Committee – Co-Chairman

Special Olympics – Volunteer

IATA/OSHA Certified

Safety Committee with First Aid training and certification

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