SUSAN D. HALES
ACE POWER SOLUTIONS (Div. of Combustion & Control Solutions)
Ooltewah,USA
14
years of professional experience
Experienced operations, sales support, and customer service professional with a strong background in office management, project coordination, and CRM/ERP systems. Proven ability to manage complex workflows, support executive leadership, and improve operational efficiency. Highly adaptable, detail-oriented, and effective working independently or as part of a team.
Work History
Account Manager, Inside Sales
3 Years 7 Months- Manage key administrative and operational functions supporting sales and project management, including order processing, purchasing, billing, collections, and inventory control.
- Manage accounts receivable, inside sales activities, and sales reporting to support accurate financial tracking and business operations.
- Oversee vendor communications and relationship management to ensure consistent service and supplier support.
- Serve as Salesforce Administrator, maintaining data accuracy, optimizing workflows, and improving process efficiency.
- Created and documented Standard Operating Procedures (SOPs) for Salesforce, Microsoft Dynamics, and HubSpot to standardize workflows and improve operational efficiency.
- Collaborated with design and IT teams on a comprehensive company website redesign, improving functionality, user experience, and brand presentation.
Customer Service Manager
3 Years 1 Month- Provided administrative and operational support to the President and outside sales representatives, ensuring efficient daily operations.
- Coordinated corporate calendars, business travel, and trade show planning to ensure seamless scheduling and event execution.
- Managed end-to-end customer service operations, overseeing order processing, collections, logistics, inventory control, and sales reporting.
- Served as hiring manager for customer service and warehouse positions, recruiting, hiring, onboarding, and supervising two employees at the Texas facility.
- Led the setup and organization of a new warehouse, managing the initial layout, inventory organization, and transition to full operational readiness.
Customer Account Manager
- Managed four of the company’s largest customer accounts.
- Managed key administrative and operational functions supporting sales including order processing, billing, and inventory control.
- Collaborated with manufacturing, sales, and management teams to maintain production schedules and ensure timely product delivery.
- Tracked consignment inventory across multiple warehouse locations, maintaining accurate stock levels and supporting efficient inventory management.
- Position eliminated during acquisition
Referral Coordinator / Registration Specialist
- Processed high-volume patient referrals, verified required documentation, and coordinated appointments to ensure timely access to specialty care.
- Managed the scheduling of emergency and non-emergency care by working closely with physicians, specialists, and clinical staff to ensure efficient care coordination.
- Safeguarded patient confidentiality by ensuring compliance with HIPAA regulations and internal organizational policies.
Customer Service Account Manager
4 Years- Managed the daily operations of the Customer Service Department, ensuring accurate order processing, timely issue resolution, and exceptional customer service.
- Oversaw inventory management across warehouse locations in California, Arizona, Texas, Georgia, and Massachusetts to ensure inventory accuracy and product availability.
- Managed customer service, order entry, invoicing, purchasing, and complaint resolution using CRM systems to ensure accurate and efficient operations.
- Coordinated domestic shipping and delivery operations with third-party logistics (3PL) providers to ensure accurate on-time order fulfillment.
- Partnered with the outside sales team to ensure seamless communication, timely order fulfillment, and high customer satisfaction.
Education
Associate in applied science (AAS) - Medical & Business Administration Northeast
- ECG Technician Coursework
Skills
Inside Sales & Customer Service Operations
Project Management & Standard Operating Procedures (SOP) Development
CRM Administration (Salesforce
HubSpot
Microsoft Dynamics)
ERP Systems (Macola Exact ES
Great Plains
SAP)
Order Entry
Billing
A/R & A/P
Inventory & Logistics (Domestic & International)
Sales Reporting & Data Analysis
Vendor & Client Relationship Management
Microsoft Office Suite (Outlook
Word
Excel
PowerPoint)
Timeline
Account Manager, Inside Sales
ACE POWER SOLUTIONS (Div. of Combustion & Control Solutions)
01.2023 - CurrentRead More
Customer Service Manager
VICTORY POLYMERS CORP.
01.2020 - 02.2023Read More
Customer Account Manager
GREIF (formerly Caraustar)
01.2019 - 01.2019Read More
Referral Coordinator / Registration Specialist
WELLSTAR HEALTH SYSTEM
01.2018 - 01.2018Read More
Customer Service Account Manager
PREMIUM SPRAY PRODUCTS / ACCELLA POLYURETHANE SYSTEMS
01.2013 - 01.2017Read More
Kennesaw State University
from ECG Technician Coursework
Read More
Alabama Community College
Associate in applied science (AAS) from Medical & Business Administration Northeast
Read More