Customer Service Sales

Kimberly Sussman

*** **** ******* ******, **** D-6

Franklin, MA 02038

774-***-**** (C)

**********@*****.***

http://www.linkedin.com/pub/kimberly-sussman/43/31/b62

Objective: To utilize skills in a customer service/sales support role with an established company or growing company in an effort to assist in their financial success and profitability.

Qualifications:

Over 10 years experience of direct customer-facing responsibilities in the high tech and medical industries. Broad background in customer service/sales support within pre-sales, post-sales, and services environments. Vast experience in customer relations, multi-level corporate interface, and global sales communications. Strong skills in leadership implementation and communicating customer requirements to development teams.

Education:

University of Massachusetts, North Dartmouth MA, BA in Psychology

Skills and Expertise:

• Effectively manage customer satisfaction

• Ability to analysis and problem solve customer issues

• Excellent verbal and written communication skills, strong analytical thinker

• Generated 15 million dollars in sales to increase revenue for company

• Familiarity with Computer Applications such as Oracle ERP systems, Kinaxis Planning tool, Salesforce.com CRM, Demantra forecast tool, Cognos Reporting, and Microsoft Office: Excel, Word, Power Point systems

• Meditech Certifications: Front Page Express, Pageview, Advanced Presentation Skills

• Padgett Thompson Certified in Communicating with Diplomacy

Professional Experience:

Power-One Inc., Andover, MA (Nov. 2009 - Nov. 2011)

Customer Service/Sales Support Representative

• Managed $15M in sales annually for customer base that included direct OEM customers, contract manufacturers, distributors and manufacturer representatives

• Responsible for providing price quotes to customers, order entry and scheduling of new purchase orders, RMA returns, setup of new customers, forecasting and overall account management

• Direct communication with customers to solve problems pertaining to delivery, pricing and logistics issues, payment issues, and quality issues

• Daily interface with internal planners, supply chain and operations, shipping and logistics, Quality and finance globally

• Generated daily and weekly sales reports for customers and sales teams using Cognos and Oracle Discoverer reporting tools

Eliot Community Human Services, Lexington, MA (May 2007-November 2009)

Advocates Inc, Framingham, MA

Clinical Program Manager

• Accountable for day to day operations including hiring, training, and staff scheduling

• Active participant in persons served Comprehensive Assessments and IAP treatment planning to assist in reaching persons served goal preferences

• Guide, train, and manage direct care staff as well as completed annual performance evaluations

• Assess, advocate, and support for persons served when crisis stabilization was needed

• Complete Performance based contracting documentation, Service Delivery Reports, as well as other monthly reports.

• Participate in the referral and intake process

• Functioned as a liasion with DMH, community treators and providers, families, and guardians

Meditech, Inc., Westwood, MA (Sept. 2001-May 2006)

Application Specialist

• Effectively managed and supported over 150 hospital sites that utilize Meditech’s financial applications

• Researched clients’ software issues

• Worked with the development team on enhancements and software defects

• Demonstrated applications to new users via remote demos and webex sessions

• Created and distributed revenue generating letters and quotes

• Supported beta-site customers to successful deployment

• Provided support for the following Meditech applications: General Ledger, Executive System Support, Cost Accounting and Budgeting and Forecasting

• Created a complex Webex Presentation for Meditech’s Executive Support System Application

Wayside Family Youth and Support Services, Framingham, MA (2004 - present)

Provisional Residential Supervisor

• Provide direct care to clients, as well as one on one and group counseling to clients to help meet their goals.

• Facilitate implementation of behavior support system and daily routines

• Maintain safety of clients and participate in crisis intervention

• Communicate and document important information about clients

• Assign responsibilities to residential counselors during shift

• Oversee milieu on unit throughout shift

• Schedule activities and structure for clients during shift

Power-One Inc., Boston, MA (1999-2001)

Inside Account Manager

• Main contact for Power One’s second largest account, Nortel Networks

• Managed over $40 million dollars in sales per year

• Worked with production, operations, planning and finance to support Nortel’s business needs

• Supported and collaborated with the Strategic Account Manager for Nortel

• Supervised order processing, rescheduling and delivery issues on behalf of Nortel

• Interfaced with Nortel on all levels through e-mail, phone, and face-to-face meetings

• Interacted with sub-contractors on Nortel’s behalf

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