Shaylee Norman
Denver,CO
Summary
Customer-centric sales professional with a proven track record of building strong relationships with key accounts and exceeding expectations. Expertise in managing high-value orders, streamlining processes, and collaborating effectively with internal teams to drive customer satisfaction and business growth.
Overview
8
8
years of professional experience
Work History
Sales Project Coordinator/Key Accounts Lead
Kärcher North America
Aurora, CO
05.2022 - Current
- Primary contact for both key accounts and account managers.
- Utilizes OneView CRM to input, track, and manage leads and opportunities, demonstrating proficiency in CRM software and data entry.
- Builds and supports business relationships with strategic and impactful accounts.
- Creates and edits internal SOPs to help document processes within departments.
- Collaborates and coordinates with the Sales Directors to determine essential strategic approaches for sales.
- Serves as a key point of contact, ensuring seamless coordination between external technical sales representatives and internal departments.
- Prioritizes accurate and timely communication for our key accounts and internal teams, ultimately resulting in high customer satisfaction.
- Creates reports and spreadsheets in Excel, enhancing processes and providing data to internal teams.
- Enters all larger, high-dollar orders within our ERP software, SAP.
- Tracks and manages large start-up orders from start to finish, ensuring timely product delivery and customer satisfaction throughout the entire process.
- Monitors performance metrics such as cost, timeline, quality control, and customer satisfaction levels.
Customer Service and Sales Specialist
Birko Corporation
Henderson, CO
04.2018 - 05.2023
- Order processing including product recommendations, upselling, quoting and processing
- Mastered EDI system and was able to customize interface to improve the flow of the customer service process
- Customer onboarding including detailed explanations of credit terms, pricing, transit times and order process to customer
- Maintaining customer notes in our CRM
- Prepared quarterly reporting of customer complaints for supervisor
Customer Service Representative
Deckers Brands
Broomfield, CO
11.2016 - 03.2018
- Addressed customer service inquiries in a timely and accurate fashion
- Properly directed inbound calls in phone ques to help call flow
- Coached and supervised my team with the assistance of my managers
- Helped rebuild new hire training program
- I was able to train multiple teams, which helped foster a sense of community within the call center
- Quality assurance for new hires by listening in on phone calls and providing coaching
- Created 20+ articles for our knowledge base, reducing our customer contacts by 26%
- On our off season, was picked to be on an exceptional team that solely handled escalated customers
- Obtained strong product knowledge for all of our shoe brands
- Assisted in tracking KPIs, metrics and goals for my team
Education
Bachelor of Arts - Business Administration And Management
Metropolitan State University of Denver
Denver, CO05-2026
Skills
- Verbal communication
- Written communication
- Account Management
- Process Improvement
- Problem solving
- Team oriented
- Spreadsheet tracking
- Stress management
- Proficient in Outlook
- Proficient in MS Word
- Proficient in Google
- Proficient in PowerPoint
- Proficient in Excel
- Interpersonal skills
- Quick learner
- Self-motivation
- Time management
- Proficient in SAP
- Sales proficiency
Timeline
Sales Project Coordinator/Key Accounts Lead
Kärcher North America
05.2022 - Current
Customer Service and Sales Specialist
Birko Corporation
04.2018 - 05.2023
Customer Service Representative
Deckers Brands
11.2016 - 03.2018
Bachelor of Arts - Business Administration And Management
Metropolitan State University of Denver
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