Lisa Pierro-Ramos

973-***-**** Morris Plains, NJ, 07950 adcf07@r.postjobfree.com

SALES & CUSTOMER SERVICE PROFESSIONAL

PROFESSIONAL PROFILE

I am a dedicated sales and customer service professional who has worked in a variety of environments enabling a wide set of skills to be utilized to support any number of professional settings. Timely focus on meeting internal and external customer expectations in addition to proactive communication and diligence ensures I am a valuable member of the organization.

Skills

People Management

Leadership

Conflict Resolution

Credit

Collections / Delinquent Notices

Corporate Check Posting

Technical Skills

Microsoft Office ADP Work Force Now AS400 Pocket Advantage System I E-Biz Presto

EXPERIENCE

Reitman/R&R/ Breakthru Beverage Group/Allied Beverage Group West Caldwell, NJ 1978 – 2019

Sales Support & Customer Service Manager (2017 – 2019)

Scope: My role focuses managing the processes and systems related to servicing the customers and supporting the sales staff. Key to the role is maintaining a high degree of attention to detail and practicing good communication skills. Some of my duties include managing sales forecasting, analytics, productivity, database maintenance and other sales support and customer service functions.

Duties include:

Providing superior customer support by identifying issues, devising solutions, and accepting ownership to a successful closure

Leading, managing and directing all customer service activities

Creating and maintaining daily, weekly and monthly reporting requirements for Sales Department

Developing and maintaining a customer database, quotations log and sales forecasts

Liaising with the finance, purchasing and production departments to obtain costings, and price up proposals

Checking acceptability of new orders and arranging handover for production

Coordinating work with shipper, distributors and vendors to determine timing and quantity of merchandise needed

Maintaining accurate inventory of merchandise and materials

Managing Customer Service efforts to resolve customer issues in a timely and effective manner

Ensuring effective procedures are in place to resolve customer issues

Communicating with internal and external customer on any deviations

Accountable for the entire credit process, including the consistent application of a credit policy, periodic credit reviews of existing customers, and the assessment of the credit worthiness of potential customers, with the goal of optimizing the mix of company sales and bad debt losses

Serving as a liaison between Sales, Manufacturing/Scheduling, Quality, Warehouse operations and other departments to ensure customer needs are met

Achievement:

Daily reviewed customers not receiving E-Credits. Created list of non-mailers after credit issuance, Sales Support called customers to obtain email address. 95% percent of customers are emailed credits as of 2018.

Lisa Pierro-Ramos 973-***-****

Sales Support Manager (2012 – 2017)

Scope: My role focused on developing an understanding of Sales Operations with Warehouse/Distribution processes in an effort to help improve business results in daily front-line operations. Key to the role was practicing strong critical thinking and sound judgment skills. Some of my duties included managing a multi-faceted role in Supply Chain, Logistics, Management and Leadership, analyzing processes to determine improvements, presenting business case findings to the management team and effectively communicate solutions that resolve obstacles, conducting inventory control process and analysis, liaising with suppliers and managing invoices, developing and implementing of tools that will streamline the sales process, maintaining up-to-date knowledge of the current databases and working with the sales team to keep information current.

Achievement:

Created a new Department named “Sales Support” in 2012.

Customer Service Manager (1983 – 2012)

Scope: My role focused on ensuring customer satisfaction with pre- and post-sales service and support offerings to ensure a smooth initial implementation of the system by customers and excellent after-sales care. Key to the role was practicing effective communication and organizational skills. Some of my duties included managing customer escalations and requests to ensure efficient resolution, reviewing service delivery failures and producing reports, ensuring appropriate levels of resource are available within the teams to sustain excellent levels of service to clients and ensuring compliance with contractual Service Level Agreement.

Customer Service Representative (1978 - 1983

Scope: My role focused on establishing and maintaining profitable relationships with customers on behalf of the company by ensuring that all customer requirements are completely met. Key to the role was practicing reliability and maintaining a strong commitment towards teamwork. Some of my duties included responding to customer’s open/close requests, customer inquiries, and requests for account information, negotiating collections arrangements, determining the most effective resolution to customer issues and maintaining customer accounts and working together within a team to meet the monthly, quarterly, and annual revenue and sales goals of the company.

EDUCATION

LasComp Institute of IT, Wayne, NJ

Administrative Office Support Specialist Program

oMicrosoft Office Word, Excel, Access, PowerPoint and Outlook

oIntuit QuickBooks Pro