DORIS RICHBURG
Uniondale,US
Summary
Account Manager with years of expertise in managing high-value accounts and driving significant revenue growth. Demonstrates strong leadership, project management, and customer service skills, with a proven track record of optimizing workflows and fostering collaborative environments. Proficient in SAP ERP, CRM, and Salesforce, aiming to leverage these skills to achieve exceptional account management and business development outcomes.
Seasoned Customer Support Manager bringing many years in sales management and support. Skilled people motivator with proven leadership abilities to go extra mile. Documented history leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios.
Overview
14
14
years of professional experience
Work History
Customer Support Supervisor II
Public Partnerships LLC
Albany, US
12.2024 - Current
- Company Overview: Contract Remote Work
- Coaching, motivating and mentoring Customer Support Agents, building an effective team and ensuring exceptional service to the New York State Consumer Directed Personal Assistance Program (NY CDPAP)
- Assist with designing and implementing a training program focused on providing entry-level training and fostering continuous improvement and individual development for the customer service department
- Master the various computer programs, i.e
- CRM, Verint and other company systems to capture the efficiency of the Customer Support Agents and troubleshooting any connectivity issues that might delay in providing service to callers
- Provide guidance to Agents that are unsure of the navigation of the NYS Department of Health guidelines
- Maintains effective Quality Improvement (QI) opportunities for agents to improve upon telephone etiquette
- Contract Remote Work
Operations Manager
Pioneer Industries
Farmingdale, US
10.2023 - 01.2024
- Company Overview: Contract Work
- Review and submit quotes to DLA, ensuring timely and accurate proposals
- Implemented new finance initiatives based on market research, enhancing departmental efficiency
- Facilitated cross-departmental communication, improving workflow and collaboration
- Addressed internal conflicts in administration and finance, creating a unified work environment
- Contract Work
Senior Account Manager
Ametek Hughes- Treitler
Garden City, US
01.2021 - 10.2023
- Deliver exceptional Customer Service to (5) of the (8) multi-million-dollar Ametek’s top-tiered accounts while managing all post award contracts for production of their parts
- Including Lockheed Martin, Eaton, Boeing, Pratt & Whitney Canada and Meggitt
- Fostered relationships with existing accounts by developing a high value-add relationship with buyers via phone, email, personal visits
- Work effectively with Internal and External customers to accomplish business goals of increasing sales within the account
- Pioneered and implemented a new expediting database for customer order follow-up
- Reviewed contracts/solicitations from Defense Logistics Agency (DLA) to determine customer’s need
- Maintained all pertinent customer information via computer, including documenting regularly scheduled sales calls, meetings, notes, key contacts, pricing agreements, proposals, and historical buying information
Strategic Account Manager – IRE Division
Jamaica Bearings Co., LLC
New Hyde Park, US
12.2015 - 01.2021
- Maintain and manage Industrial, Rail and Export accounts on aftermarket products
- A high service demand specialist for all JBG Divisions
- (Handling of Slow pay, high demand, substantial risk, “difficult” accounts for our Aerospace, Government, Rail, Industrial, Export, and Medical Divisions of JBG
- Responsible for account development and service relations
- Business development opportunity identification
- Division On-time Delivery Representative for Commercial Sales
- Developed three accounts from $300K to $1M in sustainable annual sales
- Directly affected division profit growth by 10%
- Retrieved and reengaged multiple dead accounts with monetized success
Customer Service Manager/SAP Subject Matter Expert
Pall Corporation
Port Washington, US
04.2011 - 08.2015
- Trailblazer for the newly created Life Sciences Customer Service department that transitioned from Exton, PA to Port Washington, NY
- Managed a team of 20 – 32 customer service representatives
- This includes hiring, training, all aspects of performance management, and overall staff development
- Created operational documentation (decks) for the SAP application for the department and as part of Standard Operating Procedures
- Generated Customer Master Data working in conjunction with Sales to confirm the accuracy of ERP system’s data
- Analyzed and tested enhancements to SAP modules in Test System before implementing to Production system (User Acceptance Testing-UAT)
- Assembled and maintained all departmental documentation for “Policies and Procedures” manual addressing both existing and new processes
- Developed a customer service quality check system for the group, which allowed complete accuracy of orders for the data entry team
- Monitored and analyzed Key Performance Indicators to facilitate ongoing performance enhancements within the department
Education
Associate of Science -
Nassau Community College
Garden City, NY05.2024
Skills
- SAP R/3-ECC 60
- SAP CRM
- Business Warehouse (Bl)
- COGNOS
- Microsoft Office Suite
- Five9
- MSP
- MSE
- MSW
- CRM Dynamic 365
- Verint
- Outlook
- GroupWise
- AS400
Awards
Account Manager of the Year Award - 3 Time Recipient
Timeline
Customer Support Supervisor II
Public Partnerships LLC
12.2024 - Current
Operations Manager
Pioneer Industries
10.2023 - 01.2024
Senior Account Manager
Ametek Hughes- Treitler
01.2021 - 10.2023
Strategic Account Manager – IRE Division
Jamaica Bearings Co., LLC
12.2015 - 01.2021
Customer Service Manager/SAP Subject Matter Expert
Pall Corporation
04.2011 - 08.2015
Associate of Science -
Nassau Community College