Summary
Overview
Work History
Education
Skills
Awards and Recognition
Timeline
Generic

Naomi Hernandez Simmons

Summary

Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Recovery Account Manager

SPS E Commerce
09.2024 - Current
  • Establish customer relationship to partner in recovery of lost revenue with focus on retail shipments.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • As a Recovery Operations Specialist and Account Manager at SPS Commerce (formerly Carbon 6), I focus on optimizing financial recovery processes, ensuring vendor compliance, and driving operational efficiency. My expertise lies in identifying revenue recovery opportunities, resolving disputes, and streamlining workflows to enhance overall performance.

    With a deep understanding of e-commerce operations, I work closely with vendors and internal teams to maximize recovery rates, reduce case resolution times, and implement scalable solutions. My goal is to improve compliance, minimize financial leakage, and contribute to a more seamless and profitable supply chain for our partners.
  • Established long-term customer relationships with high profile clients such as Haleon, Sanofi, Kraft, Campbell's to enhance client loyalty and satisfaction
  • Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
  • Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.

ORDER FULFILLMENT MANAGER

SUNDAY RILEY MODERN SKINCARE
09.2022 - 01.2024
  • Report to the Senior Director of Distribution and Logistics. Supervise a team of 3 direct reports and oversee a daily average of 300 order approvals to ensure the team achieves a 100% accuracy rate in order fulfillment. Prioritize communication with brand partners and sales, while overseeing the warehouse shipping teams to guarantee on-time delivery.
  • Active in interdepartmental collaboration to report pricing discrepancies, remain informed about packaging changes, verify incoming stock and PR items, send information and artwork for upcoming builds and new product launches, and analyze company-wide sales reports.
  • Participate in and discuss upcoming activations and PR events and provide quality assurance (QA) submissions and Fed Ex batch shipping training to enhance team capabilities and efficiency.
  • Implemented a 100% fill rate initiative, resulting in a $50K reduction of chargeback fines from retailers and a Work Order Request log to track all pending warehouse assembly, ensuring timely fulfillment of any new assembly requests.
  • Conducted a billing investigation that identified and rectified more than $30K in lost billing due to a technological error, leading to full payment recovery.
  • Developed comprehensive work instructions that successfully eliminated shipment rejections, mitigating potential costs of $25K in shipment fees and $10K in chargeback fines.
  • Established work instructions for a European-partnered 3PL to streamline offsite order fulfillment processes, effectively merging the warehouse procedures at Sunday Riley with Yusen Logistics services.

OPERATIONS ANALYST

CEVA LOGISTICS
05.2019 - 09.2022
  • Sole team expert who was proficient in working remotely with international teams and managing and analyzing data for various projects from Ford, Classified Governments Project: V Project Health, and General Motors Ground Transportation. Worked with each client from the control tower, supplier, and carriers to ensure JIT delivery.
  • Selected as acting Supervisor in their absence, providing consistent, exceptional, and trustworthy customer service for carriers, GM personnel, and the external logistics team in freight management and contract logistics with $12B in revenues. Active participant of 4th party logistics (4PL), including supplier management, ground transport, and ocean freight management.
  • Met regularly with the engineering team to discuss and resolve discrepancies and improve system processes while training and mentoring team members to use proprietary software accurately.
  • Used data analytics to remotely determine optimal shipping schedules, ocean freight management, and carrier supervision for this global logistics and supply chain company and worked closely with European supplier control towers to ensure on-time delivery at U.S. ports.
  • Reviewed emails from the European team regarding missing shipments, fixed data errors received from the Detroit, MI FORD team, and collaborated with the internal team on investigating Import Security Filings ISF.
  • Communicated with ocean carriers daily via email or phone regarding customs clearances that were not clearing and worked closely with FORD's clearance team to rectify as quickly as possible any issues to get the freight moving again.
  • Utilized Excel, on-the-spot production, and problem-solving methods to ensure freight delivery of automotive parts from the manufacturer to Just-In-Time (JIT) General Motors CAMI assembly facility in Ingersoll, Canada.
  • Conducted on-site logistics software training for the external team, carrier, and General Manager (GM) at the CAMI assembly facility and the corporate headquarters facility in Detroit, MI.
  • Individually handled 30 routes while managing/resolving issues mandated at 15 minutes or less, including truck/trailer mechanical problems, software questions, and supplier disputes to ensure timely delivery as well as GM Plant protection.
  • Listened to the concerns of the team, effectively translated the information into trainable content, streamlined the process, and taught team analytics by creating and implementing 150 training videos for new/return hires; created training videos, and conducted international, remote training for Singapore, Mexico, and European teams.
  • Utilized technology resources to innovate training processes that are now standard including a Work Instruction video for employees, and assisted in developing work instructions for clients at Ford, General Motors, and Lordstown (OH) Motors.
  • Discovered root cause of a major discrepancy during a project launch within the FORD system.
  • Collaborated on a classified U.S. project with GM entitled 'Project V' to build COVID ventilators, utilizing GM's manufacturing facility in Kokomo, IN, and moving hospital ventilators from Asia and Canada to the U.S. within 72 hrs.
  • Participant of the 'Project Health' launch team for the Johnson & Johnson (J&J) refrigerator cargo that moved the first set of vaccines not disclosed to the public; Supplier of the Year award recipient - for outstanding service from GM.

MANAGER

BURNETT VENTURES
06.2017 - 05.2019
  • Initiated the biggest grand opening in the franchise's history and helped to promote sales of $10K per week. Created and implemented a company policy and procedure manual to establish consistency in services rendered and employee expectations.
  • Oversaw 10 employees, provided training and onboarding to ensure employees followed company procedures, delivered exceptional services, and provided an outstanding client experience.
  • Reconciled daily transactions in accordance with company guidelines and policies while performing cash-related procedures, including reconciliation and opening/closing registers, as well as reporting weekly sales numbers and cash balance.

Education

MBA - Global Operations Manager

University of Houston - Victoria
Victoria
07-2022

Bachelor's Degree - Logistics And Supply Chain Management

University of Houston - Victoria
Victoria, TX
12-2018

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Client relationship management
  • Customer satisfaction
  • Relationship building and management
  • Account development
  • Customer relationship management (CRM)
  • Microsoft Suite
  • Google Sheets
  • High Level Logistics Knowledge

Awards and Recognition

  • Special Appreciation for outstanding contribution in winning the GM Supplier of the Year and Overdrive Award 2020Special Appreciation for outstanding contribution in winning the GM Supplier of the Year and Overdrive Award 2020
  • Presidential Project V orders to manage supply chain ventilator support during Covid outbreak

Timeline

Recovery Account Manager

SPS E Commerce
09.2024 - Current

ORDER FULFILLMENT MANAGER

SUNDAY RILEY MODERN SKINCARE
09.2022 - 01.2024

OPERATIONS ANALYST

CEVA LOGISTICS
05.2019 - 09.2022

MANAGER

BURNETT VENTURES
06.2017 - 05.2019

MBA - Global Operations Manager

University of Houston - Victoria

Bachelor's Degree - Logistics And Supply Chain Management

University of Houston - Victoria

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