Tammy Sinnott
Customer Service Management
Powder Springs,GA
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Knowledgeable and dedicated customer service professional with extensive experience in manufacturing and logistics industries.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
2
2
years of post-secondary education
Work History
Account Manager, Customer Service
GXO Logistics Worldwide LLC
Lithia Springs, GA
08.2020 - Current
- Built and grew excellent customer relationships through open and direct communications, problem solving and collaboration
- Cultivated new opportunities with customers to diversify and expand our core business
- Handled account administrative activities such as collecting account information, maintaining operational dashboards and systems (e.g. Salesforce, BI dashboards, Excel files) and hosting internal and external conference calls
- Supported RFQ responses
- Manage special projects and customer ad hoc requests
- Liaised between the customer and various departments
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving results.
- Onboarded new employees with training and new hire documentation.
Customer Service Coordinator
XPO Logistics Worldwide LLC
Lithia Springs, GA
08.2016 - 08.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained accurate and current customer account data with digital information updates using the established LDAP Management portal
- LDAP Management - managed onboarding, offboarding, system access, and site access requests
- Device management - issued, stored, repaired, and returned assets following the customers security policies
- Conferred with GXO Logistics managers and supervisors for a Q & A weekly review meeting to discuss onboarding issues and/or alerts
Administrative Assistant
XPO Logistics Worldwide LLC
Pryor, OK
12.2015 - 08.2016
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.
- Arranged rapid office equipment repair and maintenance with vendors.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coached new employees on administrative procedures, company policies and performance standards.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Sales Support
Northern Safety & Industrial
Tulsa, OK
08.2014 - 09.2015
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Client Relations Representative
Massco - Maintenance Supply Co., Inc
Tulsa, OK
10.2013 - 08.2014
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Logged call information and solutions provided into internal database.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Customer Care Agent
Avis Budget Group
Tulsa, OK
04.2013 - 10.2013
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Reduced spending by negotiating beneficial deals to secure ideal rates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Coordinated timely responses to online customer communication and researched complex issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Described product highlights and benefits to help guide purchasing decisions.
- Assisted call-in customers with questions and orders.
Sales Coordinator
Georgia National Forms
McDonough, GA
01.2012 - 03.2013
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency.
- Improved productivity by increasing customer feedback and maintaining long-term business goals.
- Managed efficient RFP database and responses, generating timely reports to inform and adjust plans.
- Stayed updated on [Product or Service] and maintained long-term relationships with clients, resulting in increased overall sales.
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
- Employed closing sales techniques, upselling and customer loyalty incentives to boost sales.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Researched local markets to identify and flesh out lists of new leads for sales team follow-up.
- Set up appointments with potential and current customers to promote new products and services.
Office Supervisor
Georgia National Forms
Marietta, GA
01.2008 - 01.2012
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Provided materials preparation, notes and minute taking for meetings.
- Coached employees through day-to-day work and complex problems.
- Maintained CRM database with customer updates and report generation.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Coached new hires on company processes while managing employees to achieve maximum production.
Customer Service Supervisor
Georgia National Forms
Marietta, GA
01.1998 - 01.2008
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Created customer support strategy to increase customer retention.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Standardized office structures and processes to promote collaboration and increased performance.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Assessed and authenticated customer exchanges, voids and returns.
- Resolved account issues to build rapport and relationships with clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Bindery Lead
Georgia National Forms
Marietta, GA
01.1993 - 01.1998
- Used large-volume hand machine punch and staplers to punch holes into paper sheets.
- Used cutting and trimming machines to trim edges of books to appropriate size.
- Creased or compressed signatures before affixing covers and placed paper jackets on finished books.
- Used glue machines to glue endpapers, bindings, backings and signatures.
- Prepared finished books for shipping by wrapping or packing books and stacking boxes on pallets.
- Checked all finished products to detect and correct uneven paper edges and dimensional errors.
- Lubricated, cleaned and performed minor repairs to machine parts to keep machines in working condition.
- Recorded relevant job data in daily production logs and required forms, produced activity reports and discussed production with supervisors to identify areas in need of improvement.
- Examined bindery products for quality issues, such as imperfect bindings, loose pages or uncut threads, and corrected problems prior to customer delivery.
- Trained new hires in quality and productivity standards to maximize team effectiveness.
- Executed bindery tasks in accordance with company policies, safety protocols and job instructions to maintain consistent, high-quality standards and promote positive business reputation.
Education
High School Diploma -
Will Rogers High
Tulsa, Ok 08.1984 - 05.1985
No Degree - Accounting
Chattahoochee Technical College
Marietta, GA 11.2011 - 02.2013
Skills
Relationship building and management
Account development
Brand Management
Upselling
Vendor relations
Business process optimization
Coordinating documents
Territory Management
Strategic planning
Vendor management
Account oversight
Sales expertise
Prioritizing workflows
Team Training
Lead prospecting
Sales Reporting
Account servicing skills
Product and service sales
Staff Management
Customer rapport
Account management
Database Management
Checking quotes
Networking skills
Client rapport
LDAP process expertise
Timeline
Account Manager, Customer Service
GXO Logistics Worldwide LLC
08.2020 - Current
Customer Service Coordinator
XPO Logistics Worldwide LLC
08.2016 - 08.2020
Administrative Assistant
XPO Logistics Worldwide LLC
12.2015 - 08.2016
Sales Support
Northern Safety & Industrial
08.2014 - 09.2015
Client Relations Representative
Massco - Maintenance Supply Co., Inc
10.2013 - 08.2014
Customer Care Agent
Avis Budget Group
04.2013 - 10.2013
Sales Coordinator
Georgia National Forms
01.2012 - 03.2013
No Degree - Accounting
Chattahoochee Technical College
11.2011 - 02.2013
Office Supervisor
Georgia National Forms
01.2008 - 01.2012
Customer Service Supervisor
Georgia National Forms
01.1998 - 01.2008
Bindery Lead
Georgia National Forms
01.1993 - 01.1998
High School Diploma -
Will Rogers High
08.1984 - 05.1985