Genesis Bradford
Nexus Distribution
CHICAGO,IL
21
years of professional experience
Serving in the customer service industry for multiple years in roles ranging from account management to direct management has equipped me with a diverse skill set. I am now seeking a role where I can leverage the strengths I have accumulated over my career. In my most recent position, problem-solving both internally with my staff and externally with my customers has been key to my professional growth and recent promotions. My favorite part of management is growing with my team as well as an individual. It is rewarding to be in a forward-thinking role where new solutions are executed, and goals are continuously set and reached for higher rewards for both the company and the team.
Work History
Customer Service Manager
4 Years 6 Months- Management of over $8 Million in warehousing revenue including management of account reps, systems and monitoring of daily/weekly/monthly billing.
- Interacted with key points of contact to build strong relationships within the supply chain. Addressed customer issues promptly and with professionalism, ensuring reports, complaints, and information requests were handled efficiently.
- Communicated order status and support requirements effectively to various stakeholders, including Contract plant manager, logistics director, sales manager, third-party carriers, and operations managers.
- SAP portal used for inventory planning, reporting (confirmations, goods issue, and goods receipt), and tools to create stock transfer orders.
- Streamlined the documentation process to ensure our inventory and billing stay up to date, achieving an impressive 99.89% accuracy rate. Each week, I plan an average of 15-20 loads, coordinating with third-party carriers for efficient truck load deliveries.
- Monitored and reported on customer trending, performance, revenue and KPI metrics to determine profit progress and pricing updates.
- New accounts and account reps.
Account Representative
4 Years- Dedicated account representative for $1 M annual revenue paper client. Dual systems management for order entry, inventory review and backorder management.
- Transportation coordination with warehousing and transportation departments to ensure delivery on time.
- Reviewed and participated in annual inventory counts.
- Reconciliation of oddities in monthly billings.
- Rail and demurrage management
- Inbound scheduling as well as outbound scheduling for over 60TL a week. Led monthly customer meetings
- Participated in service resolution and CRM
- Trained replacement account representative at time of promotion.
Advocate Specialist II
1 Year 1 Month- Provided support for members and providers ensuring a high level of customer service with every transaction.
- Communicated plan benefits, eligibility inquiries as well as Membership details and EOB
- Consistently met with and established productivity metrics.
- Scheduled and monitored adherence and quality standards. Assist members with HMP/PPO and PCP selections based on network guidelines.
- Effectively locate and interpret complex date over 35 databases and resources. Researched and resolved Pharmacy Claims and denials to ensure compliances and guidelines were followed for all member and vendors.
Account Representative
9 Years 2 Months- Answer inbound calls helping customers with PO status, tracking information, and item availability
- Provided general administrative support of the brand team, channel team, regional partners, and maintained inventory of samples
- Utilized computer system SAP to process orders and make changes to existing orders
- Conducted weekly conference calls with regional partners to provide status on open orders and replenishment dates on backorder items
- Partnered with the demand planning team to check the availability of items or additions to production
- Executed a series of reports that facilitated the management of due/overdue orders and helped achieve communication of delays to customers as well as internally with traffic/distribution
- Utilized customer service skills and relationship building to generate increased loyalty and satisfaction
- Actively gained ownership of assigned accounts, coordinated specific requirements specified by the customer, and proactively communicated new products and marketed current promotions
- Completed daily reports that allowed to effectively communicate issues or questions on purchase orders and immediately determine a solution for the customer
- Assisted new distributors by setting up accounts to ensure the start of a longterm relationship
- Key account responsibilities extended to support overall success with National Accounts
Education
High School Diploma
Skills
Customer Relations Management
Systems Onboarding/Setup
Account Management
KPI/Metrics Reporting
Contract Management
Process Optimization
Training
Monthly Billing/P&L/Productivity Management
TMS
Load Planner
Excel
Microsoft Word
SAP
Elixer
RAMP
Powerpoint
Outlook
Disclaimer
Thank you for your review and consideration.
Timeline
Customer Service Manager
Nexus Distribution
02.2022 - CurrentRead More
Account Representative
Nexus Distribution
08.2015 - 08.2019Read More
Advocate Specialist II
Blue Cross & Blue Shield
07.2014 - 08.2015Read More
Account Representative
Newell Rubbermaid
05.2005 - 07.2014Read More
Chicago Vocational HIgh School
High School Diploma
Read More