Gina Erickson

Global Account Specialist December 2014 to June 2023

Provided Account Specialist's responsibility for Entrust's internal and external customers, partners, and dealers with highly reliable customer service

• Managed all assigned customer projects and assigned Customer Account orders;
• Completed Partner/Customer On-Boarding Process for new and/or transitioned accounts;
• Established Reporting Tools for Sales to assist with Customer Order Management status;
• Interpreted and applied business practices and systems;
• Troubleshot and resolved all customer satisfaction issues; and
• Participated with the group and handled all customer call relating Orders, Return Merchandise Authorization and E-Store supply business to maintain and exceed SLA's
• Sorted inboxes for Orders and RMA emails and requests

• Managed EMEA Strategic Account analysis with daily communications, invoice set-up per guidelines, single point of contact for cross-functional team members, partnered with Finance and Legal Dept's on customer inquiries and escalations delivery positive customer satisfaction, accuracy and contract renewal business;
• Developed, published, and refined department processes to ensure accurate and consistent contract order entry;
• Core cross-functional team member that developed, tested and implemented an EDI automated quoting solution process and devised enhancements to the contracts management team;
• Cross-functional global project team lead responsible in development, implementation and training of a SharePoint Site to automate service contracts order requests that provided internal customer's a uniform view of order status; organized dashboard for the management team to track financials for forecasting and/or real-time status;
• Streamlined the Order Entry Process for the European, Middle Eastern and African (EMEA) regions;
• Partnered with Operations Manager to organize, coordinate and finalize all stages of the budget cycle for 40+ departments totaling $50M annually.