29 Years of experience in Operations and Account Management with multi-million dollar accounts. Strong client relationships. Strategic and analytical thinker. Strong multi tasking, organizational, and problem solving skills.
Overview
30
30
years of professional experience
Work History
Vendor Manager/Account Manager
EBSCO Industries Inc
03.2014 - Current
Managed largest account in division Amazon.com
Main Contact with Amazon for Daily Operations.
Responsible for building and maintaining a strong, long-lasting relationship with the Print Operations and IT Support Team at Amazon.
Primary point of contact between Amazon and EBSCO specifically handling issues with the title catalog, order fulfillment, financial reports, and IT issues.
Reconciled monthly financials with CSS Corporate Accountant.
Handled reviews written on Amazon website regarding print delivery issues,
Generated weekly and monthly reports using Tableau for Senior Management and Amazon.
Managed vendor performance to maximize profitability and achieve financial objectives.
Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
Used CRM software to record customer interactions and track general sales activities for review and follow-up.
Proactively managed client correspondence and recorded tracking and communications.
Operations Manager
EBSCO Industries, Inc.
11.2001 - 03.2014
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Assisted in recruiting, hiring and training of team members.
Managed purchasing, sales, marketing and customer account operations efficiently.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Developed and maintained relationships with external vendors and suppliers.
Analyzed and reported on key performance metrics to senior management.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Increased profit by streamlining operations.
Reduced operational risks while organizing data to forecast performance trends.
Devised processes to boost long-term business success and increase profit levels.
Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Introduced new methods, practices, and systems to reduce turnaround time.
Interacted well with customers to build connections and nurture relationships.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Trained new employees on proper protocols and customer service standards.
Reported issues to higher management with great detail.
Account Manager
EBSCO Industries, Inc.
04.1994 - 11.2001
Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Contributed to team objectives in fast-paced environment.
Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Trained, mentored and motivated staff to instill desire for superior performance.
Monitored sales performance metrics to achieve strategic account objectives.
Suggested solutions and innovative ideas to meet client needs.