Anne Marie Steele
San Bernardino,CA
Summary
Successful Account Operations Specialist with experience encouraging client communication to achieve significant growth using proven strategies. Proficient in product monetization and mobilization approaches to boost long-term revenue generation.
Overview
20
20
years of professional experience
Work History
Account Operations Specialist II
Vinci Brands (formally Incipio)
10.2018 - Current
- Liaised with sales, marketing and customer service teams to support smooth account management operations.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Daily communication with customers and sales team
- Maintain detailed customer profiles of assigned accounts. IE Best Buy, CVS, Target and Walmart.
- Ensure customer contract pricing and customer cross reference information is correct and up to date
- Review customers order for accuracy and completeness.
- Served customers with knowledgeable, friendly support.
- Provided product set up sheets pertaining to new products
- Contributed to team objectives in fast-paced environment.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Completed routine and complex account updates to resolve problems.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Senior Account Manager
DKB Household
Irvine, CA
08.2007 - 03.2018
- Assisted sales team in maintaining major accounts by providing superior customer support.
- Daily use of SPS/EDI system.
- Processed daily orders advising customers of discontinued items by recommending comparable items.
- Upload orders via NAV to our warehouse system for shipping.
- Read and review customer routing guides, and advise our warehouse of any changes.
- Monitor orders to ensure they ship appropriately.
- Send manual ASNs to customers indicating carrier name and PRO number
- Process all customer returns and credit appropriately.
- Research and review customer chargebacks using customer's portal.
- Disputed chargebacks with 60% reversal rate.
- Assist sales team with customer product set up sheets, with appropriate product information IE, UPC codes, master pack and case pack dimensions, materials and product description.
- Answer consumers phone calls regarding product usage as well as warranty issues. Process warranty replacements and maintain warranty log.
- Trained and coached new team members on major accounts processes and procedures
- Daily use of Excel, Word, Outlook, SPS and NAV
Customer Service Representative
Mountain Disposal
06.2006 - 08.2007
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered constant flow of customer calls with minimal wait times.
- Managed up to 60 calls a day
- Updated account information to maintain customer records.
- Processed daily work orders for drivers
- Processed payments
- Collection calls on past due accounts.
- Set up new homeowners disposal accounts
- Processed return emails
Customer Service Supervisor
Amsino International
09.2004 - 04.2006
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in maintaining customer accounts ensuring orders are entered and shipped out quickly.
- Researched shipping errors and provide feedback to customers
- Processed returns
- Use of OEM System
Sales Operations Analyst
ConAgra Foods Inc
08.2003 - 05.2004
- Responsible for Diversified Food Products by working with sales managers and brokers with an emphasis on problem resolution.
- Revitalized relationship between broker and company by responding in a timely manner.
- Resolved issues with irate customers and exceeding expectation.
- Provide support to sales managers and brokers to meet divisional goals.
- Reduced deduction balance over 50% by working closely with brokers.
- Solved problems effectively by using independent judgment and taking calculated risks.
Education
High School Diploma -
El Modena High School
Orange, CA06.1982
No Degree - Sports Medicine
Santa Ana College
Santa Ana, CANo Degree - General Education
San Bernardino Valley College
San Bernardino, CASkills
- Quality Assurance Controls
- Shipping and Receiving Understanding
- Brand Representation
- Executive Management Support
- Customer Service
- Customer Relations
- Microsoft Excel
- Records Preparation
- Project Management Abilities
- Research
- Policy and Procedure Adherence
- Administrative and Office Support
- Refund Processing
- Product Promotion
- Merchandise Orders and Exchanges
- Managing Multiple Tasks
- Recordkeeping Strengths
- Invoice Preparation and Processing
- Account Management
- Problem-Solving Ability
- Office Equipment Proficiency
- Customer Relationship Management
- Service Standard Compliance
- Order Processing
- Order Fulfillment
- Staff Training
- Account management and updating
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of two staff members.
- Achieved in bringing down customer chargebacks by 60%
Timeline
Account Operations Specialist II
Vinci Brands (formally Incipio)
10.2018 - Current
Senior Account Manager
DKB Household
08.2007 - 03.2018
Customer Service Representative
Mountain Disposal
06.2006 - 08.2007
Customer Service Supervisor
Amsino International
09.2004 - 04.2006
Sales Operations Analyst
ConAgra Foods Inc
08.2003 - 05.2004
High School Diploma -
El Modena High School
No Degree - Sports Medicine
Santa Ana College
No Degree - General Education
San Bernardino Valley College
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