CORTNEY RICHMOND
Client Relationship Manager
Memphis,TN
Summary
Astute client support professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Diligent client support representative skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
Meridian Life Science
Memphis, TN
06.2021 - Current
- Responsible for order entry and supporting sales staff with special projects as needed which include demand/lead generation, territory clean up and marketing campaigns
- Review all data for inconsistencies or anomalies that could skew analytical results
- Support a variety of data requests and projects for the sales and executive teams
- Maintain and issue historical sales data reports as needed
- Manage and support trade show shipments including literature, supplies and registrations
- Conduct daily audits of data to ensure consistency and accuracy
- Manage and distribute sales report for sample status, growth and failures
- Aid and assist customers both internally/externally with technical questions relating to life science products
- Monitor and report inventory discrepancies for materials management, manufacturing, inside sales, BDM, QA/QC
Staffing Coordinator
Key Works Inc
Memphis, TN
10.2019 - 06.2020
- Responsible for recruiting and assigning temporary employees for job assignments
- Communicating with clients to ensure the arrival of employees to jobsite.
- Scheduled and assigned days of work while also probing clients interest in additional manpower if needed
- Provide administrative support, conducted safety training and overview to successfully meet expectations of client
- Actively recruit potential associates
- Perform pre-employment screens
- Process new hire paperwork via HRIS/E Verify
- Conduct new hire orientation
- Match applicants to open positions
- Process billing, AP/AR corrections, process payroll
- Created qualification guidelines and requirements for individual positions to identify and measure appropriate candidates against established criteria.
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes and supporting documentation.
Fulfillment Lead
ENJOY TECHNOLOGY
Memphis, TN
09.2018 - 09.2019
- Supervise and provide leadership in the areas of fulfillment, inventory organization and accuracy as well as distribution
- Responsible for daily operation and facilitation of the warehouse including providing maintenance to fleet vehicles as well as reporting all issues that may arise with the vehicle
- Prepared and organized all inventory for delivery within vehicles, daily audits and recording of variances
- Responsible for systematically adjusting inventory to match physical inventory in order to maintain warehouse inventory accuracy
- Process returns using (RLO) reverse logistics as well as overseeing the daily operation of product movement including shipping and receiving
- Scan received inventory for accuracy into NetSuite (WMS) and confirmed count vs At&t (OPUS) system
- Transferred inventory internally as needed to alternate markets
- Conducted daily cycle counts/inventory reviews and monthly audits of all in-house inventory
- Assign agents to designated regions to deliver merchandise, coordinate and prepare work schedules
- Participate in weekly zoom calls for market health reporting, monthly budget, new SOP’s, market contests and facility maintenance
- Communicated internally (daily) via slack channel addressing all requests and service issues
- Manage all inventory levels and related tasks including inbound and outbound shipments.
- Relay inventory for order fulfillment
- Conduct routine inventory audits and perform variance research, transfer inventory internally to alternate sites to maintain market cost and inventory accuracy
- Prepare vehicles for daily transport, scanning inventory for accuracy with RF scanner, receive and ship warehouse inventory, managing fleet maintenance and availability
- Train and educate the sales team on safety, inventory organization and order fulfillment when in the field
- Cross trained sales experts on SAP systems and processes required to maintain accurate inventory levels required to ensure efficiency and consistency
- Manage warehouse and points of contact for the overall facility; ensure supply ordering and budgeting processes are carried out in the market
- Conduct interviews and hiring of employees
- Convey company objectives in morning huddles to sales experts
- Maintain 100% Fulfillment Accuracy in meeting KPI metrics
- Ensured facility 5S compliance
- Documented orders and updated daily logs with shift activities and incidents.
- Processed more than 25 orders each shift with consistent record of meeting or exceeding productivity targets.
- Assessed team member performance for compliance with company standards.
- Prioritized tasks to meet dynamic conditions and changing company demands.
- Managed, motivated and monitored team of 8+ associates every shift.
- Handled production picking, packing and shipping orders.
- Checked inventory and selected products from specific locations based upon availability.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Trained new warehouse employees on safety procedures and provided updated safety manuals for review purposes.
- Actively participated on safety committee to share ideas on ways to bolster OSHA compliance and prevent accidents and mishaps.
- Reviewed daily queue report to confirm all orders were processed within shipping system as scheduled.
Lead Retention Specialist
Service Masters Inc
Memphis, TN
10.2014 - 03.2018
- Provided customer service assistance and floor support while responding to general inquiries regarding AHS service plans and features
- Used professional communication skills to work with policy holder’s in coordinating their requests, interpret warranty terms/conditions and to research/investigate claims while also negotiating repair costs with vendors and granting final authorization
- Responded to customer complaints in a courteous and professional manner while professionally resolving escalations
- Focused efforts on creating confidence with customers while efficiently coordinating requests in an effort to retain their business
- Collected cancellation fees for early cancellation of contract
- Processed AP/AR corrections via lockbox
- Used professional communication,negotiation and sales skills to effectively resolve escalations utilizing CRM
- Achieved 93% save rate, acquired new business while successfully meeting monthly KPI’s.
Social Media Specialist
Service Masters Inc
Memphis, TN
04.2012 - 10.2014
- Monitored and supported social media marketing campaigns for AHS via all social media platforms i.e, Facebook, Twitter, Yelp, YouTube, and Angie’s List
- Addressed customer concerns with effective resolutions
- Teamed with marketing and leadership to promote organic growth while ensuring customer complaints were addressed efficiently in accordance to policy
- Effectively resolved 95% of all online escalations in an efficient and courteous manner
- Inbound Sales (4/10
- Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns and website updates.
Inside Sales Representative
Service Masters Inc
Memphis, TN
05.2010 - 01.2012
- Built a reputation of professional sales strategies and strong conversion
- Integral inside sales success while providing consulting and service/product information relevant to each caller’s needs
- Focused customer service skills to maximize sales opportunities through upsell; consistently met or exceeded personal and sales team monthly quotas and instrumentally contributing to additional profits recognized for building market share
Dispatch Coordinator
KELLOGGS
Memphis, TN
02.2008 - 04.2010
- Coordinated daily dock operations for the shipping and receiving department
- Verify and confirm incoming freight, dispatch drivers and verify outgoing quantity against shipping manifest
- Provided administrative support, located and identified inventory via AGV 3-D graph monitor
- Coordinated with production team product release dates for freight shipping
- Allocated product with AGV, scan inventory into WMS, AS- 400; utilized SAP
- Assigned trailers to dock doors for loading and shipment
- Participated in management team meetings to improve productivity and employee relations; effectively communicate and convey new corporate policies to teams
- Dispatched drivers for expedited service
QA Auditor
ANTHEM BLUECROSS BLUESHIELD
Louisville, KY
02.2006 - 02.2008
- Provided administrative and research support involved with small/large group audits, confirmed medical records while verifying keyed information was in accordance to the selected benefit plan of group
- Verified keyed information was entered correctly in Facets system
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Delivered third-party audit services at client locations, keeping operations in compliance with regulatory requirements and ISO standards.
Education
Bachelor of Science - Business Management And Leadership
Capella University
Minneapolis, MNTN HVAC – Universal License (EPA) - Heating And Air Conditioning
CCI
Memphis, TNSkills
- Computer skills:
- Microsoft Office Suite, Excel, SAP, WMS-Netsuite/Oracle, INFOR, RAD6, CRM, PowerPoint, Pegasus
- Technical Troubleshooting
- Interpersonal Skills
- Computer Diagnostics
- Account Administration
- Attention to Detail
- Resolving Problems and Incidents
- Collaborative Team Player
- Software Evaluation
- Service Schedule Coordination
- Friendly and Patient
- Analytical and Methodical
- Multitasking and Prioritization
- Issue and Resolution Tracking
- System Performance Assessment
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
Toastmasters International - (VPM) Vice President of Membership
Additional Information
- U.S. Navy (YN3) Specialty: Administrative Support Top Secret Clearance
Timeline
Customer Support Specialist
Meridian Life Science
06.2021 - Current
Staffing Coordinator
Key Works Inc
10.2019 - 06.2020
Fulfillment Lead
ENJOY TECHNOLOGY
09.2018 - 09.2019
Lead Retention Specialist
Service Masters Inc
10.2014 - 03.2018
Social Media Specialist
Service Masters Inc
04.2012 - 10.2014
Inside Sales Representative
Service Masters Inc
05.2010 - 01.2012
Dispatch Coordinator
KELLOGGS
02.2008 - 04.2010
QA Auditor
ANTHEM BLUECROSS BLUESHIELD
02.2006 - 02.2008
Bachelor of Science - Business Management And Leadership
Capella University
TN HVAC – Universal License (EPA) - Heating And Air Conditioning
CCI
Similar Profiles
Allexie WilliamsAllexie Williams
Senior Lab Production Associate at Meridian Life ScienceSenior Lab Production Associate at Meridian Life Science
Suraj SharmaSuraj Sharma
Assistant Manager- Influencer & Brand Partnerships at Body Cupid - WOW Skin Science and WOW Life ScienceAssistant Manager- Influencer & Brand Partnerships at Body Cupid - WOW Skin Science and WOW Life Science
SARAH TUDORSARAH TUDOR
Physical Therapy Technician at Meridian Bright Life ClinicPhysical Therapy Technician at Meridian Bright Life Clinic
Jamarr D. StackensJamarr D. Stackens
Personal Security Specialist at Jerry Lee LewisPersonal Security Specialist at Jerry Lee Lewis
Maurice BlandMaurice Bland
Home Improvement Contractor at Self-employedHome Improvement Contractor at Self-employed