Managed the Customer Success Managers in the 3form Strategic Accounts department. This included National Accounts and OEM departments. Our team of dedicated and helpful Customer Success Managers processes ~$13 Million in annual sales each year, much of which is repeat customer business. Tracked KPI's such as Revenue Growth, Income Sources, Revenue Concentration, and Profitability Over Time.If you are new to 3form and the eco-friendly materials we provide, check out this quick and informative video that showcases many of the design-forward products our company sells: https://player.vimeo.com/video/240565307Key Results In This Position:• Sales Data: Analyze monthly and annual analytics sales data using DOMO, Visual ERP, Access, and Excel Pivot Tables to evaluate Key Performance Indicators such as quote-to-order ratio, close rate, rolling monthly average bookings, and sales trends. Business reviews performed quarterly to confirm customer satisfaction and resolve concerns.• VOC: Listen to the Voice of the Customer to understand which of our products and services would best meet their needs. Cross train team on best practices for listening and obtaining customer feedback, and encourage change management to lead to an improved customer experience.• Increase Profitability: Identify and implement process improvement to optimize margin and offset vendor price increases. Ensure our relationships and service levels help customer realize the value of 3form products and to encourage repeat business. • Lowered Labor Costs: Coordinate with IT department to develop online ordering tools to reduce manual order entry labor costs and streamline the customer purchase experience.• Value-Added Service: Qualify new incoming business opportunities to ensure our products, pricing, and services provide value-added results to the customer. Nurture relationships with key decision makers to ensure ongoing use of products.

My main objective was to offer the customer a fair resolution to their warranty claim while being financially responsible to my company. I was the escalation point of contact to resolve customer product concerns and review all replacement requests.Key Results In This Position:• Leadership: Led cross-functional teams across internal departments to solve complex quality problems. Maintained high comfort level coordinating tasks assigned to manufacturing, product development, supply chain, shipping, and marketing teams.• MS Excel Pivot Tables and Access Databases: Tracked customer complaints by product lines to look for breakdown trends in company manufacturing processes. Entered information in Access databases and drew meaningful conclusions from data using Pivot Tables.• Crisis Management & Negotiation: Maintained professional communication skills and a calming personality when claims issues became escalated. Confirmed customer expectations of our products were realistic and corrected any misconceptions with tact and grace. Negotiated a fair outcome for both our company and customer.• Product Development: Collaborated with product development teams to determine new product likelihood of customer claims based on past claims data. Proposed changes to product production and packaging that would guarantee a lower incidence of claims.• Change Management: Document instances of process breakdown and implement corrective actions. Developed coalitions for manufacturing process changes from all levels of management without official authority. • Process Improvement: Coordinated with I.T. programmers to develop new online claims submission form to reduce response time to customer by 50%.

The 3form OEM department supports customers that private label the decorative 3form Varia Eco-Resin and Chroma products into their own branded product lines. In the three years in this position, I managed inside sales for 70+ top-tier customer accounts resulting in over $9 Million in sales revenue. Key Results In This Position:• Product Development: Participated in product line development and material feasibility for key domestic and international customers.• Customer Service: Provided pricing quotes, issued lead times with factory, and followed up on all customer requests.• Improved Margins: Developed new optimization process for inventory resulting in 50% reduced waste and margins improved by 20% for top-tier customer• Document Control: Prepared job-specific compliance documents for ISO 14001 Environmental Management Systems and ISO 9001 Quality Management audits.