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CHEP USA - Strategic Account Representative Resume Example

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Lillian Price

XXXX XXXXXXXX XXXX XX , Clermont , FL 34711 | (H) XXXXX XXXXXXXX | XXXXXXXXXXXXXXXXXX

Professional Summary

Goal-oriented Strategic Account Representative dedicated to high levels of customer satisfaction and meeting aggressive business goals. Excellent work ethics and multi-tasking ability with specialized knowledge in issue resolution and customer-relationship building.

Skills

Account Management Customer relations building

Problem solving and analytical skills Excellent communication and listening skills

Organization and Prioritizations skills Process Improvement

Multi-task management Issue Resolution

Experience

Strategic Account Representative 08/2012 to Present
CHEP USA – Orlando, FL

Manage account health for 30 affiliations with rolling twelve-month issue spend of $907,847,763.12
Partner with Sales Manager and provide growth strategy support through building strong customer relationship
Respond timely to customer inquiries via phone or email
Train customers on Portfolio Plus portal usage and educate in managing and reconciling account
Submit NPD request, name/address changes, and invoice output to Customer Business Operations
Handle and reduce audit variance on affiliation level and engage customers in working and providing data to identify root caue
Schedule and lead conference calls with key corporate/location contacts and Sales Managers to address account health issues
Conduct physical visit in customer's location on a need to basis or as requested by customer
Clear negative balance and escrow by validating and addressing root cause to avoid negative financial impact to CHEP and customers

Business Support Representative 10/2012 to 08/2013
CHEP USA – Orlando, FL

Manage account health on location level and support Sales and Business Development Managers in growth strategies
Answer inbound calls and email inquiries from external and internal customers and submit resolution through Siebel service requests
Resolve negative balance, escrow, invoice, and transactional issues on a location level
Lead automation of Reverse Not Corrected report in BW

Voice of the Customer Representative 07/2010 to 10/2012
CHEP USA – Orlando, FL

Answer inbound calls from customer, process orders and collections, and internal customers requests
Make outbound phone calls to customers and carriers to follow up on load related issues such as: emergency loads, late deliveries, estimated time of delivery, proof of delivery, and trailer pool
Complete adhoc projects such as NPS call backs, trailer pool, and holiday calls
Trained VOC employees on account health and led project on process for customer pre-visit for Southeast region

Field Support Representative 09/2008 to 07/2010
CHEP USA – Orlando, FL

Provide support to Sales and Field Customer Service Representatives on account management
Process incoming requests through Field Support mailbox from Sales and Field Customer Service Representatives
Run BW reports such as: Dashboards, Clean Movements, Corporate Summary, pre-visit analysis, and Customer Activity Summary
Perform analysis on customers accounts to resolve audit variances by running clean movements reports and provide V-lookup analysis to reduce audit variances

Teleservice Representative 01/2006 to 09/2008
CHEP USA – Orlando, FL

Manage department's annual KPI on customers A/R aging, negative balances, suspends, audits, and flow-through ratio
Generate sales growth through lane expansion opportunities
Lead Omega Team in targeting and collecting highest A/R over 31 days and meet weekly with Credit & Collections Manager
Collaborate with Resource Development Manager in training Customer Service Representatives in use of SAP and A/R reports

Education

MBA: Marketing Apr 2009 Keller Graduate School of Management - Orlando, FL Masters of Business Administration - Keller Graduate School of Management 2008- 2010 (Concentration-Marketing - 27 out of 48 required completed)

Bachelor of Science: Technical Management Jan 2007 DeVry University - Orlando, FL B.S., Technical Management -DeVry University, Orlando, FL, 2007

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                                        Previous Companies:
                                        CHEP USA

                                        Previous Job Positions:
                                        Strategic Account Representative
Business Support Representative
Voice of the Customer Representative
Field Support Representative
Teleservice Representative

                                        Schools:
                                        Keller Graduate School of Management
DeVry University

                                        Level of Education:
                                        MBA
Bachelor of Science