Britni Fortin Email & Phone Number

Barnstead, Nh, Us

Wilmington, Ma, Us

Managed a portfolio of high-value strategic accounts, driving growth, process improvement, and customer satisfaction through a consultative, relationship-focused approach. Led initiatives that aligned organizational capabilities with client needs, optimizing their operations while delivering measurable outcomes in risk mitigation, cost reduction, and efficiency.Key Achievements:• Achieved 174% of growth targets for 2024, exceeding expectations and significantly expanding client relationships.• Doubled annual growth within strategic accounts, leading efforts in customer retention and upselling.• Spearheaded site-wide continuous improvement projects, identifying opportunities for operational enhancements and optimizing workflows.• Developed and implemented a consultative value-add program focused on continuous improvement and risk-mitigation, improving long-term client satisfaction and loyalty.• Designed and rolled out a repeatable customer-facing training program, equipping teams with the tools and knowledge to maximize product and process performance.• Conducted site audits, consultations, and product demonstrations, providing hands-on support and tailored solutions to meet specific customer needs.• Actively contributed to global continuous improvement committees, helping shape company-wide strategies and initiatives.• Represented the company at trade shows, identifying and capitalizing on new business opportunities.• Coordinated global resources to meet diverse customer needs across regions, ensuring seamless and effective service delivery.• Professional Development: Attended comprehensive Biopharma Industry training at NIBRT, Dublin, Ireland

Led strategic growth initiatives and developed plans aligned with long-term corporate goals to drive business expansion and operational excellence across process and life science industries, including BioPharm, Food & Beverage, Analytical Devices, and Industrial markets. Collaborated with internal departments, suppliers, and customers to assess needs, identify gaps, and uncover growth opportunities. Utilized cost-benefit analysis and Voice of the Customer (VOC) research to ensure that sales resources and product offerings maximized ROI. Key Achievements:• Strategic Leadership & Team Development: Drove accountability across six managers and 36 team members within Customer Service, Sales, and Technical Support through relationship-based engagement and mindful coaching practices, fostering a culture of continuous feedback and improvement.• Supplier Partnerships: Managed the “joint action” planning process with key suppliers, resulting in stronger partnerships that provided increased leads, prioritized orders, improved terms, and enhanced resources.• Customer Engagement & Revenue Growth: Spearheaded the onboarding and long-term success of former direct customers through a consistent engagement program, achieving a 40% sales increase across 50 accounts in the first year. Successfully added several multi-million-dollar accounts to the pipeline, ensuring repeatable business growth.• Sales Training & Program Development: Developed and implemented comprehensive training programs using a variety of delivery methods to build a technically knowledgeable sales team capable of aligning target customers with the company’s value proposition.• Consultative Sales Methodologies: Incorporated consultative sales techniques, such as Action Selling and Total Customer Solution, into recruitment, training, CRM design, and supplier engagement to strengthen customer relationships and enhance overall sales effectiveness.

Created, led, and trained a high-performing Inside Sales department consisting of 5 representatives, supporting 8 Outside Sales teams and developing global accounts. Designed and implemented sales strategies modelled on proven customer engagement methodologies and consultative sales processes. Standardized departmental procedures, set clear expectations, and defined KPIs to drive team performance and track progress against growth targets.Key Achievements:• Exceeded Growth Targets: Met or surpassed annual growth goals, achieving 110% of a $4.5M target in the first year by identifying and capitalizing on critical market opportunities.• Sales Performance Optimization: Designed and implemented a performance review model based on year-long engagement, incorporating individualized growth plans for each representative. This led to a measurable increase in team performance and sales productivity.• Product Line Management: Acted as the product manager for the company’s largest product line, successfully exceeding corporate sales targets with $2.9M in sales, contributing significantly to company-wide revenue.• Cross-Functional Collaboration: Managed "joint action" planning processes with key suppliers, leveraging strategic relationships to secure additional resources, enhance support, and drive revenue growth.• Employee Advocacy: Successfully advocated for improvements to corporate policy on maternity leave benefits, contributing to a more supportive and inclusive workplace environment for employees.• Sales Training & Development: Provided comprehensive training and coaching to Outside/Inside Sales, Customer Service, and Tech Support representatives, both individually and in team settings, focusing on product knowledge, sales strategies, and resource utilization.

Pioneered the creation of the International Sales department from the ground up, establishing a robust framework for conducting international business. Managed all aspects of export logistics, compliance, communication, and financial processes, ensuring a seamless and effective approach to global sales operations. Developed sales strategies, set goals, and created business plans for a team of 3 to target and penetrate new international markets.Key Achievements:• New Business Development: Successfully developed a $2M annual new-business territory within the first two years by identifying and capitalizing on untapped international markets.• Revenue & Payment Management: Secured 95% of accounts on advance payment terms with zero delinquency, optimizing cash flow and minimizing financial risk.• Export Compliance & Risk Mitigation: Implemented and maintained comprehensive compliance programs related to the Export Administration Regulations (EAR) and the Code of Federal Regulations (CFR), ensuring adherence to all legal requirements and minimizing exposure to risk.• Export Licensing & Documentation: Obtained necessary export licenses for controlled products, ensuring all shipments were compliant with international trade laws and regulations.• Operational Efficiency: Coordinated all export activities, including logistics, customs compliance, paperwork, and remittances, ensuring smooth international transactions and timely delivery of products.

Developed and managed a global territory, working closely with assigned OEM and End User key accounts to drive business growth and ensure alignment with the organization’s value proposition. Collaborated with decision-makers and suppliers to understand customer needs, identify pain points, and implement technical solutions that addressed those needs. Focused on building long-term relationships and creating value-driven strategies for resale and international growth.Key Achievements and Responsibilities:Global Territory Development: Established and grew a global territory, managing key OEM and End User accounts, and employing customer-centric practices to align offerings with the organization’s value proposition.Solution Selling & Technical Expertise: Collaborated with decision-makers and suppliers to identify pain points, specify technical solutions, and provide tailored recommendations that met customer requirements and maximized satisfaction.Opportunity Tracking & Follow-Up: Monitored and tracked opportunities from lead generation through to shipment, ensuring that follow-ups were timely and all customer expectations were met.Creative Problem-Solving & Value-Added Strategies: Developed and implemented creative problem-solving strategies, delivering value-added solutions that supported international expansion and resale growth.Customer Service Department Creation: Contributed to the creation of a new Customer Service department, providing valuable input on the development of written procedures and standardized training materials (process manuals, cheat sheets, sample scripts, proposals, etc.).Training & Development: Delivered regular training to new Sales and Customer Service associates, ensuring consistent onboarding and development of product knowledge, customer engagement skills, and internal processes.

Supported the smooth daily operations of the New England office by providing comprehensive sales and customer service support. Managed customer inquiries, sales orders, and supplier communications while also contributing to marketing initiatives and off-site training coordination. Worked collaboratively with both internal teams and outside sales to drive lead generation, process efficiency, and customer satisfaction.Key Responsibilities and Achievements:• Customer Support & Consultation: Responded to customer inquiries via phone and email, providing timely consultations and assessing needs to offer tailored solutions and expedite quotes and sales orders.• Order & Supplier Management: Processed and expedited sales orders and purchase orders, maintaining seamless communication with suppliers to ensure timely product delivery and order accuracy.• Returns & Collections: Assisted with the management of returns and collections, ensuring prompt resolution of issues and maintaining positive customer relationships.• Sales & Lead Generation Support: Worked closely with the outside sales team to generate leads, qualify prospects, and support the development of new business opportunities.• Content Creation: Designed and produced printed and electronic content, including catalogs, brochures, and other marketing materials to support sales efforts and promote the company’s products and services.• Training Coordination: Planned and coordinated off-site training experiences, ensuring they were well-organized and aligned with the needs of both the sales team and customers.

Consulted with businesses to increase lead generation. Created websites, ads, business cards, letterheads, posters, logos, t-shirt designs, catalogs and brochures for local businesses, artists and local/national non-profits.

Us

Managed evening store operations in a high volume, multi-task environment. Addressed customer and employee needs and concerns, allocated tasks, received shipments, performed tag maintenance and ran/filed reports. Maintained high quality of stock through proper displays, sanitation, rotation, and visual presentation of merchandise. Ensured store associates complied with policies and procedures while encouraging a positive store environment. Issued disciplinary actions.

Designed and managed marketing events that deliver content, engage customers, collect data and drive sales. Implemented all aspects of technical presentations and workshops (logistics, catering, invitations, speaker coordination, handouts, Power Points etc.). Designed and supervised the production and implementation of a wide variety of electronic and print media such as catalogs, print ads, direct mail, e-mail broadcast campaigns and training/workshop handouts. Attended trade shows, company and vendor sponsored promotions and events. Organized and created employee training handbook and role-playing/team building events.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Arts, Communications & Business Marketing