Customer Service Account Manager
Resume:
KELLY WAGNER
FINANCE LEADER — CLIENT RELATIONS EXPERTISE
***************@*****.***
Oak Ridge, NC
PROFILE
High-performing financial leader with 22+ years experience building partnerships, analyzing resources and forecasts, and translating strategy into actionable plans to drive support for bottomline growth and enhanced operational processes. Exceptional people management skills with proven ability to identify and fill process gaps while reinforcing fluid cross-functional team dependency, adapt to constantly changing and unexpected deadlines, and enhance information workflow. Trusted source to executive leadership frequently called upon to provide influence and consultation in development of larger financial and organizational strategy. EXPERIENCE
SKILLS
ON-TARGET CONSTRUCTION SERVICES 2016 — PRESENT
Director of Sales and Finance Operations
Provides strategic oversight and direction for finance, sales, and operations of $700K construction business, increasing alternative market opportunities, company growth, and revenue within first year. Manages business development projects including proposal writing, research design and development, client communication, data collections, analyses, and report writing: ensures projects are within scope, on, budget, and aligned to objectives. Manages sales lead flow. Select Accomplishments
Elevated company awareness to drive bottom line growth by re-designing and overseeing online presence; resulted in 200% increase in web traffic and 80% increase in new customer lead closings.
Improved client base retention by 60% and increased annual sales by 40% by introducing new lead program and strategic advertising.
Increased customer satisfaction by 53% and on-time project completion by 35%; maintained 49% GP for past two years, and improved accounts receivable receipts by 60%.
E.I. DUPONT 1992 — 2016
Contract Administrator and Pricing Analyst 2005 — 2016 Managed customer contracts and streamlined monthly processes and reporting through use of Excel, SAP, and other tools to improve global consistency and visibility of results across regions. Reviewed monthly operating performance of business and provided data-driven enhancement recommendations for executive leadership. Developed and maintained policies and procedures for safety stock, lead-time, schedule changes, and appropriate approvals.
Select Accomplishments
Analyzed inter-company departments’ policies, processes, and procedures to ensure maximum efficiency and reduce cost via Six Sigma methodology; resulted in $200K additional yearly revenue.
Selected by leadership to contribute to team who developed, tested, implemented, and trained new Order Management System (OMS) to customers nationwide.
Financial oversight and leadership
Client relations / customer service
Data-driven recommendations
New business development
Revenue growth strategies
Account management
Relationship building
Project management
Contract compliance and negotiation
Forecasting, reporting, and analysis
SOX and GAAP compliance
A/R and A/P process management
Marketing and sales
Process improvement
Operations optimization
Innovative problem solving
Inter-departmental collaboration
Clear communication
SAP, OMS, Microsoft Office Suite
Six Sigma Green Belt Certified
EXPERIENCE CONT’D
Supply Chain Inventory Specialist 2001 — 2005
Planned, controlled, and scheduled all activities supporting color tool inventories for the ColorNet Department. Developed inventory targets and managed purchases to achieve targeted inventory levels on cost and unit bases. Implemented standard evaluation tools, metrics, training, and development. Balanced inventory levels with demand to support targets consistent with customer service levels and inventory turn targets.
Select Accomplishments
Developed spreadsheet program to forecast and monitor inventory daily; resulted in 100% increase in inventory accuracy.
Established and implemented updated policy and procedures across sites in line with global inventory improvement program.
Derived demand plan and converted planned orders into process orders (SAP) for execution; maintained master database, cleaning for new product launches and phase outs.
Marketing Coordinator 1995 — 2001
Liaised among customer service, marketing, finance, sales, and vendors to ensure timely communication and coordination of new product launches, pricing, training, inventory, product inquiries, credit / payment issues and resolution. Drove continuous improvement for invoices processing, marketing, and product launches. Coordinated new product launches as it relates to pricing, field and internal communication, and customer ordering systems.
Select Accomplishments
Implemented innovative new tools, reports, and techniques to assist in implementing reporting systems for operations support; resulted in enhanced reporting consistency and professional presentation.
Developed dashboard for business metrics such as customer wins, losses, and new product sales.
ADDITIONAL EXPERIENCE as International Customer Service Representative for I.E. Dupont (1992 — 1995).
KELLY WAGNER
FINANCE LEADER — CLIENT RELATIONS EXPERTISE
***************@*****.***
Oak Ridge, NC
Contact this candidate