Business professional with over 20 years of experience in customer service environments.
*Ability to develop, manage, motivate and coach staff.
SAP (MM and SD), Microsoft Office Suite, CMS Supervisor (Phone monitoring system), Business Objects/ARENA.
Account Services Manager01/2015 to CurrentThe Rockport CompanyCanton, MA
Create and review reports daily to monitor and track customer purchase orders (i.e.
inventory issues, manufacturing delays and shipping issues.) Work with Sales, Inventory Management, Production, Logistics, Credit and Distribution to ensure monthly targets are met as related to the Sales forecast.
Develop standard procedures and policies to better serve internal/external customers.
Resolve problems that affect the service, efficiency, and productivity of the Account Services team.
Manage recruiting, training, and performance management of Account Service Coordinators and Strategic Account Specialists.
Sales Operations Manager01/2011 to 01/2015The Rockport CompanyCanton, MA
Submitted quarterly US Sales forecasts weekly to the Vice President of Buying, Planning and Operations.
Participated in weekly forecast calls to provide business updates and ensure execution of the current sales plan.
Compiled, analyzed and reconciled weekly/quarterly forecasts against open order reports; making sure Rockport is trending to achieve yearly sales targets.
Identified and advised Management of any new opportunities and/or risks that will impact the monthly/quarterly plan.
Developed and improved policies and procedures to help with the accuracy and conversion of sales forecast.
Account Services Supervisor01/2007 to 01/2011The Rockport CompanyCanton, MA
Managed 6+ Key Account Representatives in an inbound service center ; including but not limited to phone queue management, order processing, order returns, customer inquiries and complaints.
Coached and provided feedback by identifying opportunities of development through performance evaluations and day to day observations.
Provided solutions to inventory, pricing and shipping issues for all business segments by analyzing the order file.
Streamlined phone structure to allow for even distribution of incoming calls to meet service level agreements.
Worked with the management team on department initiatives to improve operational efficiencies, department skills and processes.
Allocations Analyst01/2006 to 01/2007The Rockport CompanyCanton, MA
Managed order allocations for all US wholesale customers.
Analyzed the order file totaling $100 million+ in relation to all market segments to identify inventory fails and pricing issues; worked with various departments to correct issues.
Reviewed SAP enhancements and completed testing during new system implementations.
Global Production Specialist01/2005 to 01/2006Reebok InternationalCanton, MA
Primary contact for all Onfield factories including all production and supply-chain related functions for the international markets.
Created, maintained and tracked Reebok NFL and Adidas NBA International production purchase orders as well as salesman sample orders.
Administrative Assistant01/2003 to 01/2005Reebok InternationalCanton, MA
Managed travel itineraries, daily calendars and coordinated meetings for 17 people including; the Vice President, 3 Directors and 13 direct reports.
Created, reconciled and tracked expense reports in Excel.
Coordinated and tracked concept approvals for NBA and NFL design concept submissions.
Key Account Representative01/2001 to 01/2003The Rockport CompanyCanton, MA
Handled accounts with a sales volume of up to $15 million by analyzing open reports and advising management and sales of potential inventory problems.
Communicated with peers, management, the sales team and various internal departments to develop ways to improve sales and prioritize shipments.
Researched and resolved customer issues including but not limited to freight, credit, VAS, pricing and inventory.
Group Account Representative01/1998 to 01/2001Harvard Pilgrim Health CareQuincy, MA
Primary contact for assigned caseload of employer group accounts.
Educated account benefits administrators on HPHC policies, procedures and guidelines specific to the enrollment and billing process and contractual relationship.
Collaborated with Accounts Receivable, Sales and the account to resolve payment issues or discrepancies.
Researched and resolved account issues related to enrollment, changes and terminations.
Human Resources Management certificate
Business Management coursesNortheastern UniversityBoston, MA
Human Resources Management coursesCurry CollegeMilton, MA
Monthly Newsletter and Room Parent, Ahern Middle School (Present)
PTO Enrichment Coordinator and Room Parent Coordinator, IGO Elementary School, Foxboro, MA (2010-2015)
AWARDS Recognized as Customer Service Representative of the Year (2002) VOLUNTEER Monthly Newsletter and Room Parent, Ahern Middle School (Present) PTO Enrichment Coordinator and Room Parent Coordinator, IGO Elementary School, Foxboro, MA (2010-2015)
Accounts Receivable, benefits, billing, Business Management, Business Objects, CMS, concept, conversion, Credit, expense reports, Human Resources Management, inventory, Inventory Management, Logistics, market, meetings, Excel, Microsoft Office Suite, performance management, policies, pricing, processes, recruiting, Sales, sales plan, SAP (MM, SAP, SD, shipping, service level agreements, Strategic, Supervisor, supply-chain, Phone