Tracy Whitehead
Ballwin,MO
Summary
Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Extensive experience in client retention and preparing and conducting presentations. Proven ability to increase company sales and revenue. Solid track record of consistently meeting and exceeding company goals and objectives. Experienced with Microsoft Office Suite, Infor/SX.e and Salesforce.
Overview
22
22
years of professional experience
Work History
Customer Success Specialist
Linxup
Chesterfield, MO
11.2023 - Current
- Manage a book of business with over 300 accounts. Responsible for ensuring customer success by guiding them through the Linxup platform, helping them achieve their goals, and managing their expectations. Identify opportunities to increase customer satisfaction, retention, and up-sell additional features and services. Act as the liaison between the customer and Linxup, advocating for their needs and ensuring a positive experience. Followed customer usage, activity, and engagement to assess potential risks and identify areas for improvement.
- Provided ongoing support and consultation, addressing customer inquiries and resolving issues promptly.
- Analyzed customer feedback to identify trends and initiate solutions for service enhancement.
- Conducted regular check-ins with clients to maintain relationships and assess account health proactively.
- Mentored junior team members on best practices in customer engagement and retention strategies.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
Project Coordinator/Inside Sales
Marketing.com
Eureka, MO
02.2022 - 09.2023
- As a Project Coordinator/Inside Sales Rep I was responsible for being a liaison between team members, customers, sales, and marketing and printing departments. Responsible for meeting or exceeding their deadlines. Helped with fulfillment related requirements while developing and meeting customers’ expectations. Built and maintained relationships with new and existing customers. I administered the production coordination function which may also include other related functions such as order entry and planning.
- Coordinated with Sales for planning and execution of accounts to achieve monthly, quarterly, and annual revenue budget for target accounts.
- Maintained customer relationships to support revenue. Responded to customers and sales personnel inquiries and requests. Respond to customer requests for estimates, job status, reporting, and pricing.
- Negotiated schedules, pricing and specifications with internal and external customers and production areas to meet timeline, budget, and quality expectations.
- Utilized data management and Microsoft Office skills to coordinate print jobs through the production process.
- Assumed responsibility for account documentation and data maintenance.
- Coordinated project schedules and resources to ensure timely completion of marketing initiatives.
- Facilitated cross-functional meetings, driving collaboration among stakeholders for project alignment.
Inside Sales Representative
Rotometrics/Maxcess
Eureka, MO
02.2021 - 02.2022
- Provide information in response to customer inquiries regarding account status, products, services, purchase orders and delivery dates. Require attention to detail, customer urgency, and the ability to work with all customers in a professional manner. Day-to-day Activities
- As the primary contact for my customers, I managed their orders as it went through the life cycle.
- Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT)
- Answered customer inquiries about account, products, and services in a timely matter.
- Take the initiative in finding possible solutions to any potential issues that could have impacted my customer.
Inside Sales/Customer Service Representative
French Gerleman
St. Louis, MO
07.2019 - 09.2020
- Working with Electrical houses, Construction Companies, Manufacturers, and MRO accounts in Missouri and across the US selling automation products, electrical supplies, data communications, mechanical power transmission, and safety products.
- Accomplishments:
- Helped set up New $720K electrical and lighting customer.
- Worked wide variety of Departments within company
- Helped broaden customers product base
- Assigned to work website "Live Chat" program
- Managed order processing through ERP systems, optimizing workflow accuracy.
- Collaborated with sales teams to address customer needs and improve service delivery.
- Conducted follow-up communications to ensure resolution of issues and build relationships.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Inside Sales/Customer Service Representative
Tiemann Industrial Supply
St. Louis, MO
06.2018 - 06.2019
- Worked with Boeing, Industrial Manufacturers, and MRO accounts in Missouri, Illinois, and Arkansas for local Industrial supply distributor of maintenance, safety, repair, operations, and power equipment.
- Accomplishments:
- Assigned to Boeing special accounts to help speed up the sales process for the customer.
- Helped set up $100K safety equipment contract with local customer.
- Helped broaden their vendor base
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Senior Customer Service Representative
Vallen/Industrial Distribution Corporation
St. Louis, MO
04.2004 - 12.2017
- Managing over 100 Industrial Manufacturers and MRO accounts in Missouri, Illinois, and Arkansas for national distributor of cutting tools, hand tools, safety products, and power equipment. Maximizing sales by expanding customer base and product lines. Providing customer service at all levels of sales cycle
- Accomplishments:
- Signed new sales contract with National Railcar Manufacturer helping cut their cost by 20% and increased revenue by 30%.
- Employee of the quarter in 2006.
- Trusted with assisting Sales Manager with daily operations of office.
- Mentored team members to enhance customer service skills and product knowledge.
- Increased sales by 100% in 2005.
- Chosen to lead million-dollar Boeing account.
- Established and maintained excellent working relationships with Manufacturers Representatives and factories leading to special pricing contracts with major manufacturers.
- Achieved "Preferred Supplier" status with High Profile accounts.
Education
Some College - Business Administration
Meramec Community College
Kirkwood, MO05.1991
Some College - Business Administration
Southeast Missouri State University
Cape Girardeau, MO05.1987
Skills
- Feedback collection
- Sales support
- Customer segmentation
- CRM software
- Building rapport
- Sales expertise
- Professional telephone demeanor
- Computer proficiency
- Microsoft Office Suite
- Salesforce
Timeline
Customer Success Specialist
Linxup
11.2023 - Current
Project Coordinator/Inside Sales
Marketing.com
02.2022 - 09.2023
Inside Sales Representative
Rotometrics/Maxcess
02.2021 - 02.2022
Inside Sales/Customer Service Representative
French Gerleman
07.2019 - 09.2020
Inside Sales/Customer Service Representative
Tiemann Industrial Supply
06.2018 - 06.2019
Senior Customer Service Representative
Vallen/Industrial Distribution Corporation
04.2004 - 12.2017
Some College - Business Administration
Southeast Missouri State University
Some College - Business Administration
Meramec Community College