Mona Albers Email & Phone Number

As a Customer Experience Manager my focus is to make sure our B2B and B2C customers have a wow experience. I lead a great team of people that work hard to build the trust and loyalty of our customers to ensure long-term client retention. On a daily basis we are presenting product information, placing purchase orders, and addressing customer needs/issues. We bridge gaps with internal partners such as finance, logistics, and operations along with developing SOP's that ensure efficiencies in all departments.

My position is responsible for supporting the sales efforts of our account executives. I currently manage three sales coordinators who support wholesale/distributor customers’ needs, resolve product knowledge questions, present appropriate products and services, and refer potential business leads. The sales coordinator duties include processing orders, scheduling deliveries, tracing shipments, and ensure sales transactions are completed accurately. As a lead, I also coordinate with internal departments to help create and maintain standard operating procedures.

Support sales team by placing orders, sample requests, promotional materials, and events. Main contact for clients, placing orders and responding to inquiries.

I was appointed the subject matter expert for USPS. As the main point of contact for USPS accounts, I worked daily with the USPS employees and account managers. This direct contact allowed me to utilize my interpersonal and active listening skills to resolve any questions or concerns. As a result, I was able to build a rapport with the customer and promote customer loyalty. This knowledge of the USPS customer was invaluable when teaming with the account managers to identify leads and build sales.• Managed daily USPS EDI order rejections to ensure pricing and product compliance. • Coordinated with USPS Federal Contract Manager to manage product updates and identify any potential issues.• Developed 'one-pager' training materials to help USPS phone agents troubleshoot accounts.• Created SOP work instructions for various Federal accounts to maintain order entry compliance.• Program lead to spearhead new-hire support forum.

- Greeted customers on showroom floor, answering questions, selling product and design services.- Provided product and fabric selection. - Performed client home visits to take measurements and complete final designs. - Collaborated with the flooring, kitchen and bath teams to provide clients a complete design. solution.- Schedule and coordinate installation of projects.

Balanced cash drawers and get them ready for the new business day. Answer phones, update and organize personnel files, and order supplies.

Greet clients and prepare them for the visit. Handle all insurance transactions. Update and organize files. Design marketing flyers and maintain client contact.

1) Completed store operational requirements by scheduling and assigning employees; following up on work results. 2) Maintained store staff by recruiting, selecting, orienting, and training employees. 3) Maintained store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results. 4) Achieved financial objectives by preparing a sales goals for the store and staff.