Alicia Wilder
Westminster,MD
Summary
Mature, proactive, result-oriented professional Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
33
33
years of professional experience
Work History
Account Manager Manufacturing
W.W. Grainger Inc
11.2021 - Current
- Produce positive sales growth for Northern Maryland market with average of 30-35 current accounts and average of $2 to $3.5M dollars annually
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Demonstrate knowledge of market data and access to resources to quickly respond to new developments in customer's business
- Oversee support of managed inventory tasks to guide greater understanding of customers, increase contacts within customer group and increase sales results
Account Manager
Trane Technologies
04.2019 - 11.2021
- Responsible for developing new accounts and growing relationships focusing on HVAC mechanical contractors market along with consulting engineers and building owners
- Responsible for all functions related to developing and maintaining equipment and/or parts customer relationships to ensure maximum revenues through account penetration
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
Key Account Manager
WestRock Company
09.2017 - 04.2019
- Working with COTY teams to manage their in-store signage, point of purchase displays and large-format graphics
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problem solving.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
Account Manager East
Knorr Brake Company (Knorr-Bremse Group)
06.2015 - 09.2017
- Worked with current customer base to increase territory sales from $18 million in 2015 to $24 million in 2016 to date as well as gained new business for portfolio
- Ensure company's annual and strategic business plans are implemented for sales department
- Develop and implement plans to gain/increase market share of original equipment business while continuing to monitor market opportunity to determine proper priority for sales through customer visits and market developments
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Business Process Analyst Spice Mill
McCormick & Company, Inc.
08.2013 - 06.2015
- Streamlined business processes by analyzing and identifying areas for improvement, reducing inefficiencies and boosting productivity within SAP
- Established strong relationships with internal clients to better understand their needs and expectations related to process improvements.
- Provide technical support and training and assume role of expert resource for plant system applications
- Prepare detailed documentation and operating instructions of new and fully operational systems
- Design and implement formal testing and pilot procedures to verify new systems’ functionality and integrity in accordance with industry standard best practices
- Work cross functionally with operations and support teams as resource for verifying key production data and performance reports
- Designed and automated Plant Scorecard to assure accuracy and data integrity using complex macros and formulas pulling from individual locations owned by each responsible manager
- Automated Quality Assurance metric for Defective Pounds per Million by compiling multiple SAP downloads continuously appending allowing capture of trend data and current performance figures
Accounts Receivable Deduction Analyst
McCormick & Company, Inc.
07.2007 - 08.2013
- In 2012, recouped $294,000.03 from duplicate Ahold deductions and initiated inquiry into previously resolved deductions from prior year to assess legitimacy of those assertions. Currently scrutinizing over $800,000 in total invalid or overstated customer claims.
- Pioneered Direct Sales Initiative concept beginning 2009 by taking on Save Mart/SSI and Wegmans
- Currently I handle Ahold Direct loading customer’s Demandtec promotional deals and CRM planning as well as claim validation and analysis
- Successfully transitioned Save Mart/SSI to another analyst in February, 2012 & and stepped up in spring to help McCormick’s Customer Business Manager with Wegman's CRM needs by agreeing to Customer Business Manager’s request to handle all of Wegman's CRM loading and settlement needs
- Completed ten month Leadership program at LDC
- Completed two terms on Multiple Management Board – Hunt Valley Manufacturing.
Customer Service Analyst
McCormick & Company, Inc.
03.2006 - 07.2007
- Managed and negotiate customer orders/contracts from receipt to delivery for critical and value customers including VMI customers such as C&S and SuperValue and well as the Northeast territory
- Analyzed tasks and provided reports for internal data needs of customer inquiries/complaints
- Efficient and accurate processing orders and information (zero errors on evaluations)
- Proactively respond during order processing to assure customer satisfaction and confidence for continued success
- Resolve issues with knowledge, experience, research, and communication with internal and external groups
- Escalate unresolved issues to appropriate parties, including Business Managers, Customer Managers, etc
- Investigate process failures and determine appropriate course of action
- Escalate unresolved issues to Manager
- Perform special assignments for company and/or branch and/or department as needed.
Purchasing Procurement Coordinator
McCormick & Company, Inc.
02.2005 - 03.2006
- Working for McCormick responsibilities includes management of Chase Production Maintenance Work Order Inventory System
- Responsibilities include owning and keeping minimum and maximum inventory as well as owning parts supply and inventory purchasing for facility and machine maintenance
- Design and manage in Access downtime reporting for all production equipment
- Initiated tracking tools for management to project capital improvement opportunities and using proactive maintenance initiatives have coordinated successful product production goals
- Purchasing responsibilities include accounts receivable and payable processing utilizing SAP as well as positive vendor relations and contract negotiations.
Cost Estimator/Inventory Specialist/Account Representative
Oles Envelope Corporation
03.1999 - 02.2005
- Estimated labor and negotiated material costs of manufacturing and engineering based on request for proposal data submitted by prospective customers
- Gathered competitive documents to analyze specifications, bills of material, or sample layouts, and calculated production costs using labor and material pricing schedules and historical data
- Formulate and coordinate procurement proposals from vendors and subcontractors to negotiate for business contracts
- Prepared and maintained historical cost data
- Created cost models for cost estimating elements
- Estimated three methods of producing custom printed envelopes: flexography, jet offset printing, and lithography conversion
- Factored in size of run, complexity and quality of camera-ready art, number of ink colors, paper stock, and level of quality desired
- Estimated over 200 jobs per day with no lost money on several different types of converting equipment
- Aggressive sales professional thriving on challenges with commitment to personal and professional growth opportunities
- Strong attention to detail, exceptional sales and communication skills with excellent follow-through abilities
- Ability to work in team environment with desire for personal as well as company success
- Self motivated personality with positive sales attitude
- Maintained excellent relationships with all customer contacts to assure customer satisfaction through one-on-one contact and meetings
- Worked individually on customer art and product design
- Analyzes price proposals, financial reports, and other data to determine reasonableness of prices
- Consult customers on sales strategies as well as marketing strategies
- Worked with current customer base to increase territory sales by 2 million dollars versus prior year as well as gained new customers for portfolio
- Proactive response during order processing to assure customer satisfaction for continued success
- Prepared estimates and cost quotes to actively compete in demanding bid process in order to solicit and secure new customers
- Processed all customer orders from origination to final shipping to assure art and design as well as quality and customer satisfaction was maintained
- Positively impacting sales volume as result of individual in-house and point of sale involvement
- As Oles Envelope Corporation Inventory Management Specialist, position created by myself, I designed inventory management program database producing weekly charts/graphs to maintain required on-hand balances, releasing envelopes on weekly; monthly or even quarterly basis to make sure stocking levels are replenished when needed
- This allowed more opportunity to sell new service not offered by competitors to gain more business and/or grow existing business
- Ability to plan large portion of jobs for manufacturing gain many opportunities for plant and supply planning.
Life Insurance Commission Analyst
Fidelity & Guarantee Life Insurance a St. Paul Company
01.1997 - 01.1999
- Analyzed and investigated commissions due to sales agents based on all circumstances surrounding compensation due
- Compiled and analyzed contract requirements; calculated payments; issued checks; compiled advance, contingent, profit sharing, and commission information
- Maintained excellent relations with all field sales agents and handled all immediate special requests for commission exceptions
- Processed lead deductions, bonus payments, manual commissions, servicing agent changes, annualizations and electronic fund transfers
- Adjusted commission accounting ledger balances to reflect and record all commission transactions
- Performed calculating commission amounts, and distributing commission payments to respective agents
- Collaborated with sales to provide adequate Activation and Commission reporting to customers
- Updated and maintained various commission applications and lead enhancement of application
- Processed and executed associated accounting transactions related to monthly commissions
- Identified and processed commission disputes related to program.
Marketing Logistics Schematic Specialist Data Analyst
Procter & Gamble Cosmetics & Fragrances
01.1992 - 01.1997
- Maintain and update all plan-o-grams for assigned categories and/or sections for assigned customers (using Intercept Shelf Technology software)
- Communicated with Accounts of any customer distribution and shelving developments and increase shelf space for brands based on sales performance from syndicated or internal scan data
- Make recommendations to customers for changes in space allocation for entire category based on financial data
- Assist in developing product variety mix reports for customers analyzing days of supply, replenishment cycles, capacity of planograms and ordering cycles and how affect sales, profits and out-of-stocks
- Created SKU specific facings reports to assure distribution consistency and to support aggregate distribution tracking for internal product decisions, corporate deletions and new initiative planning
- Installed and tested new versions of specialized software programs
- Tested new shelf/product implementations to determine feasibility and recommend alternatives
- Primary responsibility of this position is to provide for space management and section merchandising on assigned categories and assigned customers
- This includes basic analysis of financial data at both account and market level.
Education
Business Management –BS Degree -
University of Baltimore
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Accounting
- Strategic Planning
- Customer Relationships
- Goal-Oriented
- Relationship building and management
- Sales Development
- Account oversight
- Client Relationship Building
- Issue Resolution
- Networking skills
- Account development
- Team Training
- Strategic Account Planning
- Sales Reporting
- Contract Negotiation
- Revenue Generation
- Accounts Receivable - Deduction Analysis
- Presentation Skills
- Contract Negotiation & Implementation
- Inventory Management
- Procurement Purchasing
- Quality and Policy Improvements
- Research and Investigations
- Sales & Marketing
- Customer Service & Supply Chain
- Trade Spend Analysis
- Project Work and Leadership
- Training and Development
- New Project Launches
- Competency and thoroughness
- Going above and beyond requirements
- Analytical aptitude
- Organizational skills
- Being meticulous and detail oriented
- Strong communication skills
- Outstanding customer service skills
- Patience and composure
- Upbeat and positive attitude
- Working efficient and well under pressure
- Consistently exceed expectations
- Effective team player
- Salesforce
- Excel
- Access
- Microsoft Word
- Powerpoint
- Intercept
- Intershape
- Interspace
- Windows
- Internet
- Quicken
- Microsoft Outlook
- AS400
- SAP
- CRM
- DemandTec
Timeline
Account Manager Manufacturing
W.W. Grainger Inc
11.2021 - Current
Account Manager
Trane Technologies
04.2019 - 11.2021
Key Account Manager
WestRock Company
09.2017 - 04.2019
Account Manager East
Knorr Brake Company (Knorr-Bremse Group)
06.2015 - 09.2017
Business Process Analyst Spice Mill
McCormick & Company, Inc.
08.2013 - 06.2015
Accounts Receivable Deduction Analyst
McCormick & Company, Inc.
07.2007 - 08.2013
Customer Service Analyst
McCormick & Company, Inc.
03.2006 - 07.2007
Purchasing Procurement Coordinator
McCormick & Company, Inc.
02.2005 - 03.2006
Cost Estimator/Inventory Specialist/Account Representative
Oles Envelope Corporation
03.1999 - 02.2005
Life Insurance Commission Analyst
Fidelity & Guarantee Life Insurance a St. Paul Company
01.1997 - 01.1999
Marketing Logistics Schematic Specialist Data Analyst
Procter & Gamble Cosmetics & Fragrances
01.1992 - 01.1997
Business Management –BS Degree -
University of Baltimore
Similar Profiles
Meagan BakerMeagan Baker
Sr. Merchandising Analyst at W.W. GraingerSr. Merchandising Analyst at W.W. Grainger
Tra' Kea HarrisTra' Kea Harris
Human Resource Coordinator at W.W. GRAINGER INCHuman Resource Coordinator at W.W. GRAINGER INC
KATHERINE WILLIAMSKATHERINE WILLIAMS
Customer Service Representative at W.W. GraingerCustomer Service Representative at W.W. Grainger
Marty P MevisMarty P Mevis
Account Manager at W.W. GraingerAccount Manager at W.W. Grainger
Adrienne BillerAdrienne Biller
Camp Counselor, Childcare Assistant at ABC CareCamp Counselor, Childcare Assistant at ABC Care