Customer Service Sales
Resume:
Christina Newman
San Clemente, CA 92672
SUMMARY
Energetic and motivating individual, leader, self starter and strong independent worker with 20+ years in Customer Service and 10+ years in management. Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult situations. Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.
EXPERIENCE
SeaSpine, Inc. – Vista, CA Nov 2009 – Mar 2012
Manager of Sales Administration
Netsuite MRP System
Managed all functions of Sales Administration and Customer Service including, pricing, sales reporting, and contract maintenance for hospitals and sales agents. Hire, supervise, direct, train and evaluate performance of Customer Service Representatives
• Managed Customer Service Representatives
• Set performance standards and goals, provide feedback and performance evaluations, training and development
• Ensured prompt and efficient service for customers and field sales needs
• Approved and regulated special customer pricing requests, matrix and bids
• Reviewed and managed sales agency agreements, hospital vendor approvals and national account contracts
• Maintained positive and supportive relationships with Regional Sales Managers
• Prepared monthly and quarterly sales reports
• Calculated monthly commissions and quarterly bonuses for 90+ distributors
• Created territorial maps showing sales regions and sales percentage
• Continuously reviewed and improved department process and procedures
• Completed special projects for VP Sales, US
Pegasus Biologics, Inc. – Irvine, CA Jul 2005 – Nov 2009
Customer Service Manager
Expandable MFG System
• Setup customer service department from inception with controlled forms, polices & procedures, data collections, organization and department guidelines
• Provided excellent service to over 2000+ customers
• Provided support to sales force 500+
• Fulfilled orders promptly for overnight shipments with temperature controlled products
• Resolved issues in timely manner
• Setup distributors with sales and consignment agreements, addendums and negotiated final settlements with terminated distributors
• Track sales territory of distributors, direct sales reps and regional area managers
• Daily, weekly, monthly, quarterly & annual sales reports for CEO, CFO and VPs of domestic and international sales
• Calculated monthly commissions for 75+ distributor's monthly. Netted A/R balances with distributor debts. Such as; shipping costs, lab & product show expenses, etc.
• Track backlog, deliver order log of all cases, customer pricing agreements, specific liability insurance policies and fulfill sales agent’s requirements for facility access. Such as; Rep trax, Vendormate, etc.
• Issued and reconciled consignment inventory for over 100 warehouses
• Train customer service representatives and aided in training sales force
• Initiate and process RGA, customer complaints and experience events
Opus Medical, Inc. – San Juan Capistrano, CA Apr 2003 – May 2005
Credit/Collections Manager
MFG Pro/QAD-MFG/Accounting System, Quickbooks
• Responsible for accounts receivable base of $4 million with 600+ customers
• Improved DSO by 17% over a one year period
• Provide collection calls, letters and follow up. Research, document and resolve customer billing issues, including issuance of credits & re-bills
• Calculate monthly sales commissions for 45+ distributors nationwide
• Work with collection/holding companies to regain assets
• Credit analysis, set and adjust customer credit limits
EXPERIENCE con’t
• Review orders on hold, request deposits, resolve issues, release orders
• Cash deposits, account reconciliations and receivable reserves
• Audit sales orders and process customer invoices
• Negotiate final settlements with terminated/resigned distributors
• Full Backup for Customer Service and Accounts Payable
• Implementation team for QAD/MFG Pro
• Work with distributors and sales managers to resolve sales and commission issues
American V-Twin, WI - Myrtle Beach, SC 1999 - 2002
Store Manager
Quickbooks/general accounting, payroll and inventory management. Assist with daily operations.
Pedersen Exports – Montclair, CA / Mequon, WI 1989 – 1999
Office Manager
Quickbooks/general accounting, ordering, shipping & receiving, advertisements and promotions.
D.S.I, Astronics Division, Ontario, CA 1984 - 1989
System's Operator/Accounting Assistant
EDUCATION
Sawyer College-Pomona, CA 1982 - 1984
Associates in Accounting
Hewlett Packard Systems -Anaheim, CA 1984 - 1989
System's management specialist
ADP-Orange, CA 1984 - 1989
A/P, A/R, Job Cost, Inventory Management & Payroll
VOLUNTEER WORK
CEPA – Laguna Nigel, CA 2004 – 2005
City’s first responder
Red Cross Blood Bank, Myrtle Beach, SC 1999 – 2002
Scheduler
Lasada Senior Home, Cedarburg, WI 1995 – 1998
Activity Coordinator
Meals on Wheels, Montclair, CA 1990 - 1994
Vice President
• Solicited funds from city, setup clients, schedules and coordinate drivers
REFERENCES
France Dixon-Helfer 949-***-****
• Pegasus - CEO
Steve Rybka 760-***-****
• Integra/SeaSpine – VP Sales, US
Jim Jungwirth 949-***-****
• Pegasus/Synovis – VP Finance
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