Customer Service Relations

Tina Russell Houston, TX ***** • 281-***-****

******.*******@*****.*** • linkedin.com/in/tina-russell-cwep-13aa1348

Exceptional proven experience utilizing skills in account management and vendor/customer relations with an extensive background in customer satisfaction. Knowledge of pricing technology and execution, and price structure using my skills to reduce workload capacity and increase output.

Competencies

Customer Relations

Contract Compliance

Account Management

Venue Coordination

Attentive to Details

Exceptional Communication Skills

Event Planning

Event Management

Customer Service Expertise

Audits and Disputes

Pricing Technology and Execution

Multitasking

Vendor Relations

Sales and Product Knowledge

Education

Bachelor of Science, Hospitality Hotel and Restaurant Management, Expected May 2024

Conrad N. Hilton - University of Houston, Houston

Associate of Arts, Multidisciplinary Studies, Aug 2020

Houston Community College Systems, Houston

Work Experience

Women’s Health Boutique / Second Silhouette, Houston

Front Office Specialist Feb 2023-Current

Maintain a professional role while answering incoming calls and walk-in patients. Assist patients by creating appointments for durable medical equipment. Create patient profiles and assessments, verifying medical insurance and diagnostic codes, requesting medical records or notes, send standard written orders (SWOs) or prescription request to the doctors, and call as needed. Request COBs (coverage of benefits) from insurance companies, work closely with insurance companies to verify benefits and coverage, obtain EOBs (explanation of benefits), file and dispute claims as needed. Back office includes creating sales orders for patients, ordering product for inventory and patients, generating purchase orders, and collaborating directly with the vendors to place the orders.

VS&Co., Ohio

Customer Service Sales Lead March 2022-Dec 2022

Maintain a focus on bras as the premiere product differentiator to build loyalty and support VS&Co. “Best at Bras” culture. Provide customer with the perfect bra fit by asking effective questions. Deliver a friendly and efficient customer experience by processing transactions accurately and proficiently at the Point of Sale. Reinforce customer buying decisions at checkout and encourage purchase of additional items. Convert returns, offers and other promotions into larger sales. Drive sales results and growing the business through action and productivity. Ensure that all associates sales goals and KPI goal of 85% was attainable and met. Worked closely with other leads to ensure daily quotas were established for each team.

Conrad N. Hilton College University of Houston, Houston

Teaching Assistant June 2021-Dec 2021

Selected for a key teaching assistant position. Initiated, facilitated, and moderated classroom discussions. Evaluated student assignments and overall performance. Maintained student progress, attendance records, and provided appropriate feedback on work. Held regularly scheduled office hours to advise and assist students. Monitored in-class exams and group projects.

DHL Express, Houston

Certified International Specialist June 2021-Oct 2021

Managed multiple international accounts to provide the customer with the highest level of care as it pertains to their shipping needs and services. Collaborated directly with customers to ensure any pricing errors or weight issues are corrected within 24 hours of inquiry. Rebilled for any incorrect freight weights, shortages, damages, or pricing issues for that shipment to the foreign or domestic shipper accounts. Billed all duties and taxes for import shipments that entered through the country’s Customs Department to ensure legal compliancy.

Sysco Shared Business Services, Cypress

Controlled Pricing Specialist Aug 2018-Jan 2021

Led a team of four associates to transition Sysco’s largest beverage account Starbucks from fourteen locally managed Sysco houses to seventy-two centrally managed Sysco houses. Played an integral role in the creation of a new template to decrease the number of contracts that was received for the same concept for the same items for Starbucks. This new concept reduced six hundred manually loaded contracts for the fourteen houses to ninety-four automated contracts now loaded for 72 Sysco houses reducing the manual process by 84%. Reduced contract load time from 45 days to 15 days reducing time management by 67%. Implemented standard operating procedures for the new process that is used to start up new accounts.

Sysco Shared Business Services, Cypress

Local Contract Compliance Specialist Dec 2016-July 2018

Collaborated with the Regional Vice Presidents and local Account Managers at the Sysco houses to set up the local accounts. Became the liaison between the account representatives and the suppliers to ensure the local Sysco house received pricing in a timely manner. Decreased error rate for late pricing by 89%. Increased billback recovery by $17,000 per month for the 14 Sysco houses. Assisted the local Sysco houses with the USDA school bids and bank balances by converting their information into SAP and no longer capturing in Excel.

Sysco Corporation, Houston

Pricing Coordinator and Distributed Price Management Specialist Feb 2005-Nov 2016

Managed 8 Contracted Multi-Unit (CMU) national accounts to include Foodbuy, Cheesecake Factory, Sodexo, Aramark, Hilton, Centerplate, Delaware North and Guckenheimer. Constructed price rules and margin schedules for each account. Centralized ninety-eight local contracts into Mainframe from local managed reducing load time by 60% from 40 hours to 16 hours. Decreased price variances by 73%. Maintained constant and consistent communication with the Pricing team to ensure pricing is correctly submitted and downloaded in a timely manner. Completed all price audits within the 72 hours required. Any changes implemented within 24 hours. Obtained, set up and implemented contracted pricing for all Sysco houses.

Organizations

Member, ETA Sigma Delta UH Chapter Mar 2021-Current

Member, National Association for Catering and Events Feb 2021-Current

Member, National Society of Minorities in Hospitality Feb 2021-Current

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