Dawn M. - "Exceptional Data entry, customer service & project mgmt skills - Freelance Consultant, United States"

Recruited in as Mid-management level in the Resource Management Department supporting two call centers.

·         Responsible for real-time management of service level by balancing workload (customer demand) with Customer Service Representatives schedules on a ½ hourly basis. Utilizing ACD/VRU technology to maximize efficiency.

·         Responsible for managing customer service reps on staff (range from 8-100)

·         Act as liaison between Call Center, Energy Services Organization, Communication Services, Public Affairs, and Distribution Dispatch Center regarding outage information via various media to ensure consistency in the message.

·         Record, maintain, and analyze all data required to effectively manage the workload on a real-time basis.

·         Maintain timely an accurate reporting on schedule adherence, conformance, absenteeism etc. by completing various spreadsheets daily and updating all levels of management via pages, email, and phone.

·         Keep immediate leaders, promptly and fully informed of all problems or unusual matters of significance, take prompt and corrective action where necessary.   

·         Exception reporting into workforce management software.

·         Compile data from multiple systems such as Access and Arcos inputting into excel and word documents on a daily basis.

·         First point of contact for client, purchase managers, installers, and internal departments regarding material status, shipments, and any discrepancies. 

·         Directly supported two Project Managers as well as assist in other departments as needed.

·         Field ALL telephone and email providing solutions to their questions regarding orders, shipping information, prices and stock availability.

·         Kept Sales Manager informed on issues related to backorders, special client requests, and stock availability.

·         Obtain purchase orders via EDI and/or JD Edwards, enter and distribute reports to proper areas for entry, and maintain open order file.

·         Complete customer quotes, enter and update new parts numbers and pricing into company system (AS400/SAP)  

·         Responsible for completing data entry into SAP/AS400

·         Issue material return authorizations, inspect upon receipt, and issue credits if necessary.

·         Understanding of CADD drawings, distribute to client and/or job sites, ability to read and explain in details how to read when store associate’s called in with questions.

·         Resolve customer payment discrepancies, refusal to pays, deductions, & collection problems as arises.

·         Work closely with plant, scheduling, engineers, and project managers to launch new product line to the customer, and coordinate rollout of new items to 3000+ store’s.

·         Help track project timelines in excel format

Recruited into Sr. Account Administrator position managing the credit and collection activity on high profile clients in the finance trade market field. Portfolio averaged $20million+ in monthly revenue. Excelled monthly with 5% or lower in DSO’s. Promoted to the Business/Sales side within 1yr time where I supported 4 salesmen with multiple large scale clients. Portfolio totaled $12million annually.

·         Manage entire life cycle. Write sales orders and quotes. Sell new products and or/ upgrades to existing clients.

·         Conduct and manage team meetings with sales team, project coordinators, and technicians regarding high profile client accounts. Operate as pivotal role of communication. Visit client sites (as required) to resolve discrepancies and develop positive relationships.

·         Inputted meeting notes and compiled it with data to distribute to all parties involved.

·         Reconcile reports that highlight discrepancies between various permissioning systems, and release of exchanges as directed by the Acct Manager/Sales Coordinator. Review sales/cancel reports for accuracy.

·         Perform several A/R functions including application of credits and payments per client specification.