Summary
Overview
Work History
Skills
Volunteer Experience
Timeline
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Bethany Graafsma

Charlotte,NC

Summary

Diligent Key Account and Operations Manager with solid background in managing account operations. Continuous promotions over an 18 year career; 14 years in management. Successfully streamlined processes to enhance efficiency and support client satisfaction. Demonstrated leadership in team collaboration and conflict resolution.

Overview

10
10
years of professional experience

Work History

Key Account Operations Manager

Steelcase Inc.
09.2022 - Current
  • Led successful change management initiatives in response to evolving industry demands, enabling the organization to adapt quickly while maintaining high levels of client satisfaction.
  • Analyzed individual, team and account performance by performing root cause analysis and developing corrective action plans.
  • Optimized team performance with regular training sessions, fostering a collaborative work environment; maintained a 4.67% margin of error across the key account specialists.
  • Met or exceeded account objectives for revenue and gross profit; 20% revenue growth in 3 years across the MFG sector.
  • Communicated with upper management regarding performance and areas out of compliance with contractual agreements to identify solutions.
  • Maintained up-to-date knowledge of relevant regulatory changes affecting account operations practices, ensuring continued compliance across all activities; including international clients.
  • Defined measurement systems to monitor and report performance metrics and client satisfaction to client, company and employees.
  • Recruited, hired and trained team members.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Streamlined account operations by implementing efficient processes and workflow improvements.
  • Identified company-wide areas for process/data improvement providing a quantifiable $6M cost savings over a 12-18 month period.

OEM Process Manager

Steelcase Inc.
09.2020 - 09.2022
  • Trained all team members on all client programs and proper procedures
  • Worked with alliance partner director to establish new accounts and establish proper process.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
  • Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
  • Developed innovative solutions to complex problems, resulting in more efficient processes and improved customer satisfaction.

Area Support Manager

Steelcase Inc.
11.2014 - 09.2020
  • Assisted in development and implementation of new ERP system, utilizing IT background knowledge for efficient communication.
  • Managed 22 east coast and key account sales coordinators to ensured timely and concierge level service.
  • Responsible for all hiring, training, and exits for this sector.
  • Managed daily operations to ensure smooth functioning of the support department.
  • Monitored employee and customer interactions to assess quality of service.
  • Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
  • Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
  • Fostered positive team culture, encouraging open communication and collaboration among team members.

Skills

  • Six Sigma Lean Green Belt
  • Operational Efficiency
  • Staff Training and Development
  • Sales operations
  • Teamwork and Collaboration
  • Multitasking
  • Excellent Communication
  • Team Leadership
  • Active Listening
  • Adaptability
  • Customer Retention
  • Business Growth Initiatives

Volunteer Experience

Volunteer at my local religious organization musically; offer my video, photography, and IT skills to others as well.

Timeline

Key Account Operations Manager

Steelcase Inc.
09.2022 - Current

OEM Process Manager

Steelcase Inc.
09.2020 - 09.2022

Area Support Manager

Steelcase Inc.
11.2014 - 09.2020

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Bethany Graafsma