Jacqueline Burns Email & Phone Number

United States

•Oversee assigned set of accounts for global company with clients in over 30 countries, lead, supported and strategically resolved complex operations for 20 to 30 key business accounts.•Leverage 20+ years of oral and written communication skills to coordinate correspondence between sales, staff and customers, resulting in professional business relationships in compliance with SOPs. •Collaborate with internal Manufacturing, Services and other business departments to fulfill customer requests on time and on budget, exceeding KPIs by 30% quarterly for nearly 10 consecutive years. •Serve as Primary point of contact for 50 to 100+ orders, returns, shipments and products, responded quickly to client concerns via phone and email and achieved high praise and customer feedback scores. •Enable quality assurance for purchase orders and deliveries through tracking, report management, review and customer presentations, drove corrections and replacements for shortages and wrong items

United States

•Enforced client account compliance with standard operating procedures (SOPs), maintaining customer and shipping book documentation along with specification changes, shipment waivers, and deviations.•Updated customer feedback into company database to track 50+ daily customer requests and/or service failures, assisted leadership in developing and implementing sales and operations improvements. • Leads cross-functional, global calls to generate price quotes for new and existing products based on forecasted volumes and strategic nature of product/customer per price mentorship from sales.•Presented technical aspects to assigned clients to facilitate expectations and positive feedback, drove used Supplier Corrective Action Reports (SCARs) – 30+ daily – to track shipments and ensure delivery. •Worked alongside warehouse services, accounting team and critical materials buyer to research and document shipping workload and resolve customer complaints, enabled cost reduction strategies

United States

• Regularly evaluated 50+ pre-recorded client calls, emails and faxes based on SOPs, internal systems and related communication tools, documented and reported data/results with senior management.• Conducted analysis of evaluations with Supervisor, used outcome to advance and implement process improvements, quality guidelines and established performance standards for 100+ personnel, quarterly. •Achieved proficiency with transactions and customer-specific computer systems – CRMs, and related databases – relied on account documentation to advocate for stakeholders and fulfill daily requirements. •Collaborated with internal teams to maintain customer satisfaction levels, assessed daily production versus customer feedback through surveys, questionnaires, design changes and customer specifications. •Managed accounts and related documentation for 20+ clients, including performance reports, quarterly business reviews and company-to-customer audit process, awarded for thorough oversight