Samantha Burrell
Montclair,NJ
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. With over nine years of experience in customer service and then later developed into customer account management specialist. Successfully meeting 100% customer satisfaction and 80% sales growth within a year. Due to possessing excellent problem solving and analytical skills paired with strong knowledge of market. Committed to improving customer's business and meeting internal KPI targets.
Overview
8
8
years of professional experience
Work History
Customer Management Specialist
FrieslandCampina
Paramus, NJ
01.2019 - Current
- Organize customer meetings to provide project updates and account status.
- Attend Product trainings by Product Group Managers to help promote new products to clients in the Food and Beverage Industry.
- Track project schedules and encouraged teams to complete tasks on time while staying on budget.
- Analyze key performance indicators to identify effective strategies.
- Utilize SalesForce to approve sales quotes and maintain customer profile.
- Process sample request for prospect and existing customers.
- Create plans to propose solutions to problems related to efficiency, costs or profits.
- Implements strategies and new ways of working to maintain customer growth and business.
- Attend trade shows in the Biopharma Industry to obtain new leads and learn about market trends and new developments.
- Set specific goals for projects to measure progress and evaluate end results.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Use MicroStrategy tool (analytical tool) to extract customer data and build customer reports.
- Visit customers and then presented a PowerPoint presentations about customer insight & experience during Town Halls and Commerical meetings
- Collaborate with Order Fulfillment Rep on receiving daily reports on order and delivery status.
Customer Care Representative
Berry Global Group Inc
Montvale , NJ
09.2015 - 01.2019
- Achieved a customer satisfaction rate of 90% for meeting customers expectation and providing a high level of quality service for on-time deliveries.
- Responsible for monitoring orders through the supply chain for “High-Priority” accounts, who generates over 2 million in annual sales.
- Coordinated with sales representatives, production planners and logistics managers for (9) nine company facilities throughout North America on a weekly basis for scheduling and prioritizing expedited orders.
- Assisted in upgrading the quality of service, improving productivity in fast-paced environment with quick problem solving and solutions to 60 + plus customer inquiries daily.
- Created reports using data analysis to help increase account activity flow through cross-functional departments to meet on-time product completion targets.
- Processed customer's complaints related to manufacture issues, damaged product,technician support, pricing discrepancy, and carrier issues or late deliveries.
- Implemented a new procedure on how to submit a technical data request form from the company's web portal. For items such as FDA Letter of Compliance, specification sheets and NAFTA.
Education
Bachelor of Science - Business Administration And Management
William Paterson University of New Jersey
Wayne, NJ06.2012
Skills
- Value Base Selling Certification
- E-Commence Certification
- Disc Profil Training
- Experience in Leadership
- Flexible Schedule
- Problem Resolution
- Conflict Resolution
- Team Management
- Relationship Building
- Customer Service
- Microsoft Office
- Critical Thinking
- Planning & Organizing
- Organizational Skills
- Computer Skills
- Data Management
- Friendly, Positive Attitude
- Team Building
- Good Work Ethic
Timeline
Customer Management Specialist
FrieslandCampina
01.2019 - Current
Customer Care Representative
Berry Global Group Inc
09.2015 - 01.2019
Bachelor of Science - Business Administration And Management
William Paterson University of New Jersey
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