Misty Sutton Email & Phone Number

Atlanta, Georgia, United States

Acquired a thorough understanding of key customer(s) needs and requirements within multiple divisions of their organizations relating to both pre and post sales. Developed trusted relationships with major clients to deliver the highest level of client experience possible. Effectively and efficiently managed daily communication with all applicable internal and external operational touch points to ensure we exceeded customer expectations whenever possible. Expanded relationships with existing national customers by continuously proposing solutions that meet their objectives. Created and managed daily, weekly, and monthly reports reflecting progress and forecasts to both internal and external stakeholders using key account metrics. Played an integral part in generating new sales with national accounts by creating presentation pitch decks, arranging samples, and handling customer specific requests for yearly client meetings. Created or customized traditional and eCommerce product marketing documents based on specific customer needs. Responsible for ensuring all client files are maintained and adhere to Audit requirements each year. Responsible for the creation, implementation, and maintenance of all documents pertaining to the National Program Offering including but not limited to Cost & Quote documents, Sales Tool documents, Customer Facing documents, Price Lists, Product Images, Lifestyle Images, and Closeout documents. Responsible for the creation, implementation, and maintenance of our Sales Knowledge Base site to ensure all necessary sales tools and images were always available to the team. Created, maintained, and distributed our company vacation calendar and contact lists. Responsible for the coordination of the NHS Trade Show requirements and creation of the marketing and sales documents supplied for the show each year.

Atlanta, Georgia

Provided actionable project information to the Sales Team to increase the company’s market presence and sales growth associated with the full line of exterior construction products and services by researching upcoming projects utilizing local resources/websites as well as sites such as BXTN, REED/Insight, and iSqFt. Researched project information/scope to determine architectural, consultant, building owners, design, and specification needs and matched those needs/opportunities with our product lines/services. Generated all pricing and technical documents associated with the bid stage. Managed the project data and information flow throughout all construction phases (pre-design, design, bid, follow-up) associated with all project opportunities for the company within the SalesView Project Management Platform. Handled all quotes processed for the company, tracked competitive pricing information, and created a pricing matrix to enable a continuous view on current pricing demands while alleviating the need for each project to be reviewed by the Sales Team. Assisted to increase the 2016 sales revenue for the company and maintain the honor of being the second largest sales organization for Firestone Building Products lines.

Kennesaw, Georgia

Managed the daily office and departmental operations of the Customer Service, Order Processing, and Estimating departments consisting of a team of approximately 20 direct reports whom were responsible for on-going process optimization, account management, customer relations, and estimating services. Resolved escalated customer issued in a timely manner while gathering and reviewing customer feedback to improve overall operations. Assessed employee performance and developed applicable improvement plans accordingly. Facilitated a fast-paced and dynamic environment. Evaluated current service needs and product satisfaction levels with established customers. Fostered and facilitated relationships with product distribution channels to increase product sales. Researched client business issues and goals to offer appropriate solutions and action plans.

Long Island City, Ny

Successfully managed the activities and productivity of team members in multiple locations to monitor their progress and enforce deadlines. Created training manuals targeted at resolving even the most difficult client issues. Routinely prepared and evaluated CRM reports to identify problems and areas for improvements. Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high level of client satisfaction. Gathered all relevant materials for bid processes and coordinated bidding and contract approval.

Calhoun, Ga

Developed, implemented and monitored processes and procedures to maximize client satisfaction and manage on-site customer service representatives and customer service manager. Drafted action plans and led meetings with other department executives to review project status and proposed changes. Identified inefficiencies and implemented new processes and procedures to increase the accuracy, efficiency, and responsiveness of the customer service department. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Long Island City, Ny

Provided customer and sales assistance promptly and accurately while achieving weekly and monthly performance objectives. Utilized proper departmental procedures for call control, problem resolution, and escalation to ensure absolute client and sales satisfaction. Brought forth a client base of large high-end hospitality accounts based on my previous relationships with the clients and an understanding of their expectations and a proven record of achieving them. Handled all requests for large high-end hospitality and national accounts including but not limited to; quotation, pricing, order placement, follow-up, stock availability, account reconciliation, and spreadsheet implementation requests. Worked in a team environment while increasing personal knowledge on company products, services, and applications as they relate to not only the wallcovering industry but also the hospitality and national industries.

Kennesaw, Ga

Developed and rebuilt rapport with the client base by resolving difficult issues with professionalism in a timely manner. Addressed customer and sales questions and concerns regarding products, pricing, and availability. Trained new employees on company customer service policies and service level standards. Collaborated and worked closely with project management, manufacturing, installation, accounting, complaints, sales, and marketing departments within the organization as well as assisting with our logistics team and customs broker to ensure we exceeded our clients’ expectations at every level. Provided correspondence between the USA Corporate office and the manufacturing facilities located in the UK, Portugal, Hong Kong, India, and Australia.