Customer Service Warehouse Shipping
Resume:
*********@*****.***
Phone
Skills
Problem-Solving
Negotiation
Leadership
Facilitator
CRM
Salesforce
Mentoring
Achieved
Conflict Management
Strategic Thinker
Global commerce and logistics
Business Strategist
Key Account Management
Project Management
Education
B.A.- Business
Communication
Trinity International University
Deerfield, Illinois
2001 - 2003
A.A. – Psychology
South Suburban College South
Holland, Illinois
Chandra Smith
Sr. Account Manager
Results-driven senior account executive with over 7 years of experience in the manufacturing & distribution industries. Highly experienced with all facets of client relations. Ability to successfully manage multiple projects. Sound knowledge of report generation related to client activities. Record of surpassing sales targets and boosting revenue. Over 10 years of Account Management, Project Management and Project Planning skills. Effective change management implementation while building lasting and lucrative long-term client relationships. Self-motivated, team player with strong training, organizational and interpersonal skills. Experience
Sr. Account Manager
Atkore, Inc Harvey, Illinois
2019 - Present
• Responsible for major Southeastern territories: Midwest, East Coast, and Southern regions.
• Expanded client revenue business of accounts from $24 million to a territory of Over $80 Million in 5 years, by partnering with Sales and Product Inventory to increase product pipeline efficiencies.
• Responsible for developing strategy and program structure to serve and grow key strategic accounts.
• Controlled a strategic portfolio of over 10 national accounts, driving revenue across over 18 states.
• Assist with outside regional sales department with the logistics and billing process.
• Managed and negotiated pricing models for over 400 quotation requests over 12 brands.
• Led daily client services and managed 5 account budgets for a territory totaling over $87 million.
• Managed, taught and mentored 10+ junior staff on 20+ accounts and projects.
• Operated as the lead point of contact for all matters pertaining to the customer base; acted as trusted advisor for 50+ clients through custom presentations on new products and business initiatives. Key Account Manager
Atkore, Inc Harvey, Illinois
2016 - 2019
• Managed and mentored 6+ junior staff on business processes and client relations.
• Generated over $3 million in revenue expansion opportunities for existing accounts through direct customer prospecting, networking and facilitating direct communication.
• Conducted extensive territory planning in the Southeast region and performed research in over 7 brands, boosting revenue volume by 38%.
• Expertly used a range of CRM databases for client documentation and warehousing and inventory tools.
• Processed POs and warehouse maintenance of inventory controls.
• Prepare SLP reports to Executive Leadership on results, forecasts and mission impact to internal and external stakeholders using key account metrics. Customer Service Manager
Wilton Brands Woodridge, Illinois
2009 - 2015
• Managed a team of 19 employees, that included two (2) supervisors, customer service representatives, and an order entry team.
• Handled customer disputes and complaints for over nine (9) product brands.
• Worked closely with multiple departments, such as Quality Control, Product Development, Warehouse Shipping and Receiving, Customer Service, etc.
• On-boarded 6 new clients over a period of 2 years, surpassing customer service requirements and exceeding annul revenue target by 41%.
• Participated in Key Cross functional meetings as the selected representative of the Demand Planning and Customer service department to discuss future growth of customer accounts, providing 5 innovative ideas, which were implemented and successful.
• Managed the daily reporting of all team members.
• Enhanced team performance through coaching, feedback and effective communication, increasing team efficacy rate by 25% with higher job satisfaction reported amongst staff.
• Trained and created SOPs for customer service processes.
• Oversaw the recruitment, onboarding, training, and success planning for employees.
• Developed technology integration process to streamline proficiencies.
• Managed the annual review process, goal accountability, and corrective action for each team member.
• Supported the claims and liability process of customer orders for property damage and bodily injury from the use and or consumption of company products.
• Developed a pipeline for the Legal & Treasury departments in customer incident documentation, management of claim referral and escalation. Customer Service Supervisor
Wilton Brands Woodridge, Illinois
2007 - 2009
• Managed the call/customer resolution process, through multiple mediums, including social media, email, company website and phone calls
• Managed heavy call and email volumes, approximately 80+ calls per day and 300+ emails per day. Specialize in 1 call resolution. Response correspondence maximum 24-hour resolution.
• Managed the returns management process.
• Handled order auditing and promotions from customer calls and website orders.
• Supervised a team of 15-18 employees.
• Reduced customer service and billing complaints by 15% within the first year, by conflict resolution in an effective and timely manner.
• Delivered presentations to executive and senior leadership.
• Managed employee performance, by providing coaching and corrective action.
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