Account Manager Customer Service

CORRINE NELSON

**** ** **** ****** **** 515-***-****

Des Moines,IA 50320 Email ****************@*****.*** CAREER SUMMARY

Recently responsible for addressing the resolution of customer complaint issues and corrective actions. Played a role in overseeing the process of ensuring new item set-ups were entered into the SAP system accurately and quickly. Assisted in the maintenance, administration and coordination of the organization’s fleet of motor vehicles and maintained accurate records of those vehicles. Ensured compliance with government rules and regulations for commercial vehicles and filed paperwork in support of the compliances as needed. Became an experienced Account Manager with expertise in overall account servicing, maintenance and growth. Strong communication and problem solving skills with attention to detail and the ability to effectively organize and prioritize workload. Skilled in developing and maintaining budgets and forecasts. Experienced in product life cycle management, including order entry, customer service, distribution and delivery. SKILLS

*Quality Control *Quality Assurance *Receiving Inspections *8D Process *Root Cause Analysis

*SAP *Customer Resolution *Account Manager *Fulfillment Operations *Fleet Administrator PROFESSIONAL EXPERIENCE

WURTH INDUSTRIAL US INC., Bondurant, IA 2020 - 2024

$1.5 billion corporation worldwide wholesale supplier of fasteners, bolts, screws and screw accessories and a multitude of other lines of products to the manufacturing industry. Customer Resolution Specialist 2021 - 2024

Addressed customer complaints and corrective actions utilizing root cause analysis choosing a course of action, and evaluate outcomes.

• Assisted in developing and coordinating policies and procedures and improved the structure of Customer Resolution management by creating a log of the complaints with detailed information of all correspondence, internally and externally.

• Maintained quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending improvements.

S Tool Technical Specialist 2020 -2021

Played an important role in overseeing the process of ensuring new items from our new business efforts along with new fastener set- up for existing customers get into the SAP system accurately and quickly.

• Ensured that item submissions have all of the required attributes needed including accurately reviewing customer prints for discrepancies to ensure that all needed information is provided.

• Continued to evolve the item creation process to ensure all of the companies’ needs were being met and communicating changes in the process to those affected in a clear and concise manner.

• Performed problem solving when different issues arose from all departments on both old and new item requests. SIEGWERK USA CO, Des Moines, IA 2009 - 2019

$1+ billion Corporation that supplies high quality printing inks and varnishes to the printing industry. Fleet Administrator in Logistics 2009 - 2019

Worked with employees across the USA and Canada helping with maintenance, registrations and titles. Created and updated CDL driver’s files to meet FMCSA requirements.

• Used Excel tools in spreadsheets that raised flags when forms were missing information which greatly reduced errors.

• Routinely checked CDL driver’s qualification files for accuracy to be DOT compliant.

• Followed up on all communications with drivers on all concerns regarding company vehicles.

• Maintained files to ensure all titles and registrations were current.

• Processed all Logistics invoices in the purchase order system for accounting to make payments.

• Requested motor vehicle reports yearly on all employees with company vehicles to verify requirements were met. CORRINE NELSON Page 2

COMPRESSOR CONTROLS CORP, Des Moines, IA 2006 – 2009

$100+ million corporation specialized in turbomachinery controls in the oil and gas industry. Order Entry Specialist II 2006 - 2009

Collaborated with over 20 worldwide sales representatives to ensure order entry quality standards were met. Oversaw the Return Materials Authorization (RMA) process for customer repairs and returns.

• Designed a spreadsheet to track the process of in-house repairs, increasing turn around time by 25%.

• Created documentation that consisted of step-by-step snapshots of the order entry system, reducing training by 50%.

• Consistently met a five day turnaround for orders entered into the system.

• Reconciled and reviewed purchase orders with information entered in the system for accuracy.

• Communicated with customers to modify existing orders to keep pace with project additions or deletions. Notified the appropriate department of the changes.

• Added a macro into an Excel spreadsheet for bonuses, significantly increasing the accuracy of the pay out amount.

• Verified after-market sales bonus requests and sent to the president for final approval. ELECTRONIC DATA SYSTEMS (EDS), Des Moines, IA 1988 - 2006

$20+ billion corporation providing information technology, applications and business process outsourcing services to clients worldwide including Proactiv, Physicians’ Desk Reference, World Book and Gevalia. Client Account Manager 2003 - 2006

Liaison between clients and EDS. Monitored accounts to analyze, troubleshoot, problem solve and plan for future business needs. Assisted clients in analyzing marketing and sales efforts across business units, including product and customer attrition.

• Discovered a production problem following an IT update. Notified management and coordinated with multiple departments to resolve the problem, saving a potential loss of $100,000 for every 24-hour delay.

• Coordinated IT projects to send files electronically to and from a warehouse in another state, eliminating one person-hour per day, due to the automation of a manual process.

• Trained, mentored and organized all departments during several successful new client account startups. Worked closely with clients throughout the process, ensuring high levels of satisfaction and quality.

• Increased client’s purchase of EDS IT outsourcing by 10%, resulting in a new revenue stream for EDS.

• Met monthly with clients to recommend cost saving strategies.

• Provided security updates and encryption procedures to mask client credit card data to comply with new federal laws.

Client Account Associate 2000 - 2003

Supported the Client Account Manager with Fulfillment Operations. Assured client satisfaction in Systems and Programming, Data Input, Correspondence and Warehouses.

• Developed a program that reduced the amount of IT hours budgeted by the client by 180 hours a year.

• Decreased shipping costs, by creating a template that transferred a system file to Excel and emailed it daily to the client.

Coordinator III 1991 - 2000

Worked with the Client Account Manager. Prepared billing information for client invoicing. Maintained instructions for cycle cutoffs, invoicing, statement processing and partnered with Customer Service area to create training materials.

• Key member of a team which developed a transparent Windows-based program for customer service transactions that could be converted into the mainframe. Training time was reduced from five to two and a half days.

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