Alexis Gonnello

• Support customers through buying process, from research stage to submitting quotes, placing orders, and accepting delivery of final product.
• Established communication schedule to promptly update customers throughout each stage of production of their order, as well as any delays due to material shortages.
• Work cross-functionally to identify and resolve issues relating to manufacturing delays, part shortages, and shipping delays that may impact scheduled delivery dates. Communicate any changes to order completion or delivery dates to customers.
• Developed and documented SOPs to improve efficiencies and overall customer experience relating to sales appointments, order deliveries, and service appointments. Use SOPs as tool in hiring, onboarding, and training process. Developed and continue to maintain skills matrix to identify areas of improvement and celebrate progression of team members' performance.
• Maintain Continuous Improvement record to identify and track changes to sales processes, company website and marketing materials, manufacturing processes, and material resource planning.
• Developed scorecard including prominent KPIs to measure performance of Customer Success team performance. Maintain scorecard on weekly basis, communicate results to management, production, production planning, and sales team.
• Track all incoming payments including order deposits, installment payments and retail purchase invoices. Ensure customer payments are received on schedule. Follow up with customers that have outstanding balances to determine when payment is expected and if any consequential action is necessary (such as late fee or cancellation of order).
• Research new product ideas and evaluate performance of existing product selection. Propose changes to existing products based on sales results. Established New Product Development process to ensure new products are thoroughly considered before bringing to market.

Reference: Amy Altenborg, General Manager - (720) 261-1045

• Processed incoming inventory, logged SKU numbers into company POS system, and maintained organized for efficient restocking as needed.
• Fulfilled incoming orders prior to customer arrival.
• Provided exceptional patient experience by getting to know them, their needs, their preferences, etc.
• Offered simple, clear explanations to help patients better understand products purchased.
• Organized patient records and database to facilitate information storage and retrieval.

Reference: Megan Kane, General Manager - (413) 446-0889

• Managed room availability and pricing to increase occupancy and optimize revenue.
• Utilized Salesforce to maintain pipeline of sales leads. Booked room blocks and event spaces.
• Reviewed night audits to ensure all credit card payments were processed appropriately.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Assessed customer feedback, both positive and negative, to identify areas of improvement throughout each departments of company. Communicated results to management team and partnered to implement changes.

Reference: Elissa Towle, General Manager - (413) 464-1711