Kecia D. Thompson
Hempstead,New York
Summary
Experienced in building strong client relationships and delivering exceptional customer service. Adept at analyzing customer needs and coordinating post-discharge care, driving measurable improvements in service quality and client independence.
Overview
27
27
years of professional experience
Work History
Case Manager
Economic Opportunity Commission
Hempstead, NY
01.2025 - Current
- Developed and implemented comprehensive care plans for complex patients, enhancing patient outcomes.
- Coordinated post-discharge care and follow-up appointments, ensuring safe transitions for patients.
- Connected clients with community resources and healthcare providers, promoting client independence.
- Conduct intake to determine client needs and eligibility for services.
- Maintain accurate, up-to-date case files and documentation in compliance with organizational policies and regulations.
Key Account Manager
Ametek, Inc
Garden City, New York
01.2021 - 01.2024
- Developed and maintained long-term relationships with key clients, enhancing client retention and loyalty
- Ensured customer satisfaction by aligning innovative solutions with customer requirements, driving positive feedback and engagement
- Negotiate contract renewals and new proposals to improve profitability
- Advocated internally for the client, coordinating with sales, marketing, and product teams to meet deliverables and deadlines.
- Understand customer data to identify opportunities for growth
- Tracked, analyzed, and reported key account metrics and performance against goals, providing actionable insights to clients and internal stakeholders
INTERNATIONAL ACCOUNT MANAGER
The Hain Celestial Group
Lake Success, NY
01.2009 - 01.2021
- Expeditiously process customer orders, reviewing, pricing and product availability on orders in given territory.
- Confirmed purchase orders with customers and brokers to maintain communication.
- Revised orders promptly to reflect changes requested by customers.
- Communicating order discrepancies to customers in a timely manner
- Ensure all orders are shipped on time to meet the customer’s requested delivery date.
- Allocated customer orders accurately to streamline fulfillment operations.
- Collaborated with Regional Sales Managers, Expeditor, and Manager to expedite order fulfillment during month and quarter end to meet tight deadlines.
- Maintaining a database of Customers and Brokers in their region or channel of distribution.
- Inform Customers, Regional Sales Managers and Brokers of company changes in advance.
- Work with deduction staff to quantify purchase order discrepancies.
- Work with the accounting department to ensure that the customer’s payments are processed and accurate, in order to expedite the order process.
- Completed export documentation for customers, carriers, and freight forwarders, including SLI, COO, CI, COA, and free trade agreements to ensure compliance and smooth shipping.
Customer Satisfaction Representative
The Hain Celestial Group
Melville, NY
01.2006 - 01.2009
- Process customer orders reviewing prices, promotions, discounts and product availability on orders for given territory.
- Confirmed purchase orders with brokers to verify order details and ensure accuracy.
- Communicating order discrepancies to customers.
- Work with Customer Satisfaction Manager and/or Sales to expedite orders at month and quarter end.
- Ensure orders are shipped on time to meet the customer’s requested delivery date.
- Processed claims and followed up on damages, donations, and returns to resolve customer issues.
- Provided daily and weekly order status updates to enhance visibility and accountability.
- Maintaining a database of Customers and Brokers in their region or channel of distribution.
- Work with Deductions team to quantify purchase order discrepancies.
Customer Relations Specialist
Danaher Motion
Port Washington, NY
01.2002 - 01.2005
- Fielded incoming inquiries, established and updated customer accounts to enhance service delivery.
- Collaborated with departments to resolve customer inquiries efficiently, ensuring timely responses.
- Facilitated communication between Production Inventory Control and customers of two facilities to streamline order processes.
- Directed the paperwork process for service representatives, inside sales representatives, and application engineers, ensuring accuracy and timeliness.
- Provided product knowledge to customers and distribution on various materials.
Senior Inside Sales Representative
Danaher Motion
Port Washington, NY
01.2000 - 01.2002
- Managed relationships with catalog resellers, providing product information and support to drive sales growth.
- Engaged customers, distributors, and field representatives through site visits, calls, and presentations to strengthen partnerships.
- Trained employees to enhance customer satisfaction, fostering a service-oriented team culture.
- Researched and followed through on customer calls.
Inside Sales Representative
Danaher Motion
Port Washington, NY
01.1999 - 01.2000
- Conducted 80-100 calls daily to engage prospects and nurture leads.
- Managed territory of 80 distributor branches and 20 key accounts, ensuring strong relationships and sales growth.
- Collaborated with outside sales force and upper management to enhance customer satisfaction and resolve issues.
Education
Licensed Notary Public -
York College
Jamaica, NY03-2006
High School Diploma -
August Martin
Jamaica, NY06-1983
Some College (No Degree) - Business Administration
York College
Jamaica, NYSkills
- Client advocacy
- Project management
- Solution-driven approach
- Conflict resolution
- Effective communication
- Team collaboration
- Organizational skills
- Time management skills
- Adaptability
- Analytical thinking
Timeline
Case Manager
Economic Opportunity Commission
01.2025 - Current
Key Account Manager
Ametek, Inc
01.2021 - 01.2024
INTERNATIONAL ACCOUNT MANAGER
The Hain Celestial Group
01.2009 - 01.2021
Customer Satisfaction Representative
The Hain Celestial Group
01.2006 - 01.2009
Customer Relations Specialist
Danaher Motion
01.2002 - 01.2005
Senior Inside Sales Representative
Danaher Motion
01.2000 - 01.2002
Inside Sales Representative
Danaher Motion
01.1999 - 01.2000
Licensed Notary Public -
York College
High School Diploma -
August Martin
Some College (No Degree) - Business Administration
York College