Senior Client Solutions & Operations Leader

Erin R. Nunes

Huntington Beach, CA ***** 714-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Customer service and sales operations leader with 19+ years of experience supporting high-volume order management, billing/invoicing coordination, and shipment tracking across industrial supply and medical device environments.

Proven people leader with rapid promotion into supervision; experienced training new hires and coaching teams to meet service standards.

Trusted partner to sales teams (9 reps to 70-rep sales force) and key accounts; known for resolving escalations, improving visibility with Excel tracking, and driving accurate, timely execution from order to delivery.

CORE SKILLS

Order-to-cash coordination Order entry Shipment tracking Billing/invoicing accuracy Contracts and pricing updates Key account support Sales support and quoting coordination Escalation management Cross-functional coordination (warehouse, billing, operations) Training and onboarding Team leadership Excel tracking and reporting MS Word PROFESSIONAL EXPERIENCE

Pak West - Santa Ana, CA

Oct 2016 - Jan 2026

Client Solutions Supervisor

Temp: Oct 2016 - Dec 2016

Managed end-to-end order lifecycle (order processing, customer confirmations, shipment tracking, and issue resolution) to maintain high customer standards.

Supported 9 sales representatives with order follow-through, new project coordination, and customer communication to keep projects moving.

Ensured timely, accurate billing by coordinating invoicing requirements and flagging exceptions before they delayed revenue.

Updated contracts and pricing lines to keep customer terms accurate and current.

Owned service delivery for the company's two largest accounts, managing expectations, problem-solving, and execution from A to Z.

Created Excel spreadsheets to track orders, shipments, and follow-ups; improved visibility for yourself and sales reps.

Trained and onboarded new employees; served as escalation point for customer concerns and internal process questions.

Promoted to supervisor in under one year and directly managed four employees until a manager was hired.

Partnered with warehouse and internal departments to confirm pick/pack/ship readiness and resolve shipping exceptions quickly.

Zimmer Biomet (formerly TLG Medical) - Costa Mesa, CA Nov 2007 - Aug 2016

Customer Service Representative / System Trainer

Aug 2015 - Aug 2016

Served as primary trainer for a new operating system, supporting adoption through hands-on coaching and troubleshooting.

Supported a 70-representative sales force with daily customer and order support, coordinating requests and resolving exceptions.

Coordinated hospital orders end-to-end, including purchase order collection, order entry, and shipment tracking through delivery.

Investigated discrepancies and resolved issues by researching order/shipping data and communicating clear next steps.

Maintained Excel trackers and created Word documentation to organize work and standardize communication.

Met daily sales/service goals while balancing phones, high-volume data entry, and rep requests. Senior Customer Service Representative / Lead (Nov 2007 - Aug 2015)

Acted as Lead Customer Service Representative, providing escalation support and day-to-day guidance to the customer service team.

Earned sales support awards for service quality and reliability.

Handled phones, data entry, filing, and general office projects to keep daily operations running smoothly. Focus Medical - Anaheim, CA

Dec 2006 - Nov 2007

Front/Back Office

Managed front desk operations, including phone support and appointment scheduling for a high-traffic clinic.

Assisted chiropractor with patients while maintaining an organized, professional clinic experience.

Verified insurance, collected copays, and ensured accurate patient intake documentation.

Packed and shipped orders and handled document expediting and special projects to support clinic operations.

Maintained office readiness and cleanliness to support daily patient flow. EDUCATION

Golden West College - Huntington Beach, CA

General Education

TECHNICAL SKILLS

Microsoft Word, Microsoft Excel, database systems, internet navigation Typing: 65 WPM 10-key: touch

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