Melissa Tobiason
Ramsey,MN
Summary
Highly energetic, customer focused sales professional with extensive experience, reliable and great team player. Exceptional communication skills with a focus of the corporate perspective. Strengths include driven work ethic, "out of the box" thinker, and problem resolution. Responsive to challenges and implementing change.
Overview
6
6
years of professional experience
Work History
Customer Service Manager/Shipping & Receiving Manager
R&M High Speed Stampings formerly Thomas Engineering Company
2019.10 - Current
- Manage the entire Customer Service department by delivering excellent customer service through fast and accurate processing orders, communication and coordinating with other departments to resolve inquires, communicate with all customers via email or phone if there is foreseen delays in production
- Work in direct contact with outside sales representatives to generate new sales and upsell
- Process invoices daily and email invoices to accounts payable
- Created macro program in excel to create the monthly commission reports instead of manually entering the information from the ERP system which created many errors in the past
- Manage the entire shipping and receiving department, create pick tickets, run packing slips, schedule carriers to pick up, run shipping labels, process purchase orders for outside subcontracting, receive purchase orders and approve invoices from carriers for accounts payable
- Update forecasts in ERP system weekly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Created and reviewed invoices to confirm accuracy.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Generated customer satisfaction surveys to analyze results into action plans.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Prospected for leads to build pipeline and convert to sales opportunities.
Customer Service Manager
Carbide Tool Services Inc
2018.08 - 2019.03
- Managed a team of three customer service representatives by enforcing company policies and procedures
- Also implemented changes to accommodate providing the best customer service to our internal and external customers
- Hired and trained new customer service representatives
- Updated and followed ISO procedures
- Processed accounts receivable and collections
- Purchase research and purchasing to find the best possible price and availability
- Processed monthly sales reports.
Account Manager, United States and Canada Territories
Babcock-Davis (a Division of Nystrom Incorporated)
- 2018.08
- Management (existing and new business)
- Rep Development and Strategic Management
- Development and distribution of persuasive pricing programs (all large customer and potential customer)
- Resource Development and Customizations
- Customer and Territory Growth Comprehension
- Innovative Approach
- Critical Thinking and Creative Solutions.
Customer Service/Account Manager
CrownTonka Walk-ins
2008.02
- Cross-trained and provided back up for other customer service representatives when needed
- Directed calls to appropriate individuals and departments
- Developed reputation as an efficient service provider with high levels of accuracy
- Communicated with vendors regarding back order availability, future inventory and special orders
- Provides effective communication and customer service support to the sales, marketing and administrative teams on daily basis
- Ensures superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Required to read blue prints and quote from them.
Senior Call Center Lead/Project Manager
Mate Precision Tooling
1990.06
- Created Mentoring Training Program for new employees in the Customer Service department
- Communicated with internal and external customers via phone, fax, email and written correspondence in a timely, efficient manner
- Assigned primary contact for key accounts and OEM director
- Assumed management responsibilities when needed.
Education
Bachelor of Arts - Organizational Management & Communication
Concordia University
01.2007
Associate in Applied Science - Supervisory Management
Anoka Technical College
01.2005
Skills
- Sales Leadership
- Customer and Industry Knowledge
- Account Management
- Strong Customer Relations
- Sales Forecasting
- Pricing Models
- Customer and Sales Training
- Critical thinking
- Lead by Example
- Team Player
- Cad Key
- Microsoft Office (Word, Excel, PP)
- ADP Payroll Systems & Ceridian Payroll Systems
- Nortel 2616 Phone Systems & 11c PBX Call Center Phone Systems
- Specification Interpretation
- CRM Software
- Call Management
- Complaint Resolution
- Account Updating
- Problem-Solving Abilities
- Customer RMA Management
- Call Center Experience and Operations
- Customer Relationship Management (CRM)
- Microsoft Outlook
- Critical Thinking
- Project Management Abilities
- Team Leadership
- ISO 9001:2015
- ERP Systems
Training Seminars
- Knock Your Socks Off Customer Service
- Managing for Success
- Professional Development Plan Training
- Teamwork
- Problem Solving
Volunteer Experience
Special Olympics
Timeline
Customer Service Manager/Shipping & Receiving Manager
R&M High Speed Stampings formerly Thomas Engineering Company
2019.10 - Current
Customer Service Manager
Carbide Tool Services Inc
2018.08 - 2019.03
Customer Service/Account Manager
CrownTonka Walk-ins
2008.02
Senior Call Center Lead/Project Manager
Mate Precision Tooling
1990.06
Account Manager, United States and Canada Territories
Babcock-Davis (a Division of Nystrom Incorporated)
- 2018.08
Bachelor of Arts - Organizational Management & Communication
Concordia University
Associate in Applied Science - Supervisory Management
Anoka Technical College
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