Summary
Overview
Work History
Skills
Timeline
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Tracee Mckenzie

Duluth,GA

Summary

Passionate about building strong client relationships, ensuring customer satisfaction, and optimizing sales processes to deliver results that contribute to the company’s success,along with driving brand growth in B2B/B2C sales.

Overview

17
17
years of professional experience

Work History

Sales Account Manager

Houzer
Hamilton, NJ
02.2024 - 04.2024
  • Conduct quarterly meetings with outside sales reps to review performance, new opportunities, and any concerns.
  • Assisted in developing strategies for increasing brand awareness among target audiences.
  • Partnered with buying groups to strategize quarterly promotions and conferences.
  • Presented monthly and quarterly sales and commission reports to the sales team and management, offering actionable insights to drive performance and strategic adjustments.
  • Developed and maintained a centralized database of display information, streamlining updates, and ensuring all locations had access to current materials.
  • Assisted customers with inquiries, order status, and issue resolution, demonstrating strong problem-solving skills and product knowledge.
  • Recommended products to customers based on needs and interests, resulting in increased sales revenue.

Inside Sales Account Director

Forte Brands
Milford , MA
10.2022 - 11.2023
  • Provided support and guidance for shareholders' on-boarding inquiries, ensuring a smooth and informative process for new stakeholders.
  • Managed the processing of quotes for exclusive display offerings, tailoring solutions to custom specifications with a high degree of precision and attention to detail.
  • Analyzed customer feedback data to identify areas of improvement in products and services offered.
  • Strategically formulating plans to exceed sales target objectives through effective planning and execution.
  • Offered leadership and guidance to ensure that all showrooms featured updated, current products on displays.
  • Managed quarterly calls with 45 key account showrooms, facilitating product reviews to ensure alignment with market trends and customer demands.
  • Ensured shareholders had an effective point of contact, enabling them to leverage the full capabilities of our team for optimal collaboration and success.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings for their market.

Customer Support Specialist

Dornbracht Americas
Duluth, GA
06.2019 - 10.2022
  • Provided comprehensive Tier 1 technical support to both professional plumbers and homeowners, offering personalized assistance tailored to their specific needs and inquiries.
  • Effectively troubleshoot technical issues, deliver clear and concise guidance, and ensure prompt resolution to enhance overall customer satisfaction, and support the smooth operation of plumbing systems.
  • Facilitated the processing of return orders as requested by sales consultants and/or management.
  • Recommend tailored designs and configurations aligned with client preferences and functional requirements to optimize client satisfaction and project outcomes.
  • Responded to an average of 60 to 70 incoming calls daily, adhering to departmental guidelines by ensuring calls were answered within a 10-second time frame.
  • Provided customers with timely updates on back-order status, and furnished comprehensive tracking information to ensure transparency and enhance overall customer satisfaction.
  • Documented standard operating procedures (SOPs) for company processes, ensuring clarity and consistency in operational workflows, to facilitate efficient understanding and execution across the organization.

Customer Service Support Representative

Ceramic Technics
Alpharetta, GA
04.2018 - 05.2019
  • Efficiently managed and processed pre-generated and new project quotes with lead sales team members, contributing to streamlined and effective order processes.
  • Provided accurate freight estimates and conducted meticulous stock checks for Ceramic Technics Ltd, warehouse, and/or vendor warehouses to optimize inventory management and ensure seamless supply chain operations.
  • Initiated and sustained business partner accounts in the software database by diligently gathering and incorporating all relevant information, ensuring accurate and comprehensive record-keeping.
  • Furnished customers with detailed material warranty information and comprehensive test data, ensuring transparency and reliability in communication for enhanced customer satisfaction.
  • Initiated Return Merchandise Authorization (RMA) requests to vendors in response to requests from sales consultants and/or management, ensuring a swift and efficient process to meet client needs.
  • Served as the primary point of contact for all inquiries, demonstrating clear, professional, and effective communication to ensure positive interactions and efficient resolution of customer concerns.
  • Facilitated sample requests, ensuring seamless delivery to customers for an enhanced post-award experience.

Senior Account Representative

Duravit USA
Duluth, GA
08.2007 - 04.2018
  • Provided strong leadership within the Customer Service Department to enhance operational efficiency.
  • Generated daily reports for key accounts to provide insightful, accurate data for strategic decision-making.
  • Collaborated with Logistics on container bookings to ensure seamless, timely fulfillment of all open orders.
  • Maintained daily communication with executive management, sales, projects, and marketing teams to oversee new product data and updates, contributing to the efficiency of organizational processes.
  • Efficiently processed all orders for the Northeast and Canada territories, ensuring accurate and timely fulfillment.
  • Furnished tracking and stock details to ensure timely and accurate communication to meet customer expectations.
  • Delivered expert technical service for products to enhance client experience and satisfaction.
  • Monitored and managed material inventories with a focus on delivering exceptional customer service within a dynamic and fast-paced environment.

Skills

  • Sales Leadership
  • Client relationship building
  • B2B/B2C
  • CRM proficiency
  • Business relationship management
  • Brand Growth
  • Account Management
  • Client onboarding

Timeline

Sales Account Manager

Houzer
02.2024 - 04.2024

Inside Sales Account Director

Forte Brands
10.2022 - 11.2023

Customer Support Specialist

Dornbracht Americas
06.2019 - 10.2022

Customer Service Support Representative

Ceramic Technics
04.2018 - 05.2019

Senior Account Representative

Duravit USA
08.2007 - 04.2018

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Tracee Mckenzie