Nita Wright Email & Phone Number

Plano, Texas, United States

•Team Lead of 20+ international deduction analysts; Subject Matter Expert responsible for fielding process related questions, ensure deductions were processed accurately and before deadlines •Managed and tracked all grocery deductions and compliance; Researched deductions with errors and coached international team on how to process/resolve•Received recognition for 24 consecutive months of no write offs for major hygiene, health & nutrition client with SLA of 60 days•Coordinated and led team meetings to disseminate company information, objectives, and client news•Oversaw the reporting and clearing of all deductions, audits and paybacks for clients•Weekly review and management of deduction status reports for assigned divisions and clients•Hosted weekly calls with international team to review deduction statuses and performance metrics•Provided oversight on root cause analysis and action plans developed by outsourcing partner, IBM•Point of contact for inquiries and escalation issues from internal department executives, account managers and external clients•Created and provided initial startup and subsequence trainings for international team

Plano, Texas, United States

•Managed, coach and developed a team of 10 Customer Service Analysts; Conducted annual reviews•Ensured team processed purchase orders timely and without error; Worked with internal sales team on any escalations•Connected with clients bi-weekly to ensure SLAs were met; Took immediate action on unresolved issues and held follow up calls to report findings•Monitored CSR dashboard for order fallout and conducted root cause analyst. Made process improvements to reduce repeatable order fallout rates•Identified areas that could benefit from automation and made recommendations to management

Houston, Texas, United States

•Supported the Regional Division VP with calendar management, booking travel and expense reimbursements•Managed 6 Customer Service Reps; Submitted payroll slips to corporate office for Retail Sales team•Provided support for office with 100+ employees including inventory/ordering of supplies, building maintenance and repair, and submitted invoices for payment processing •Updated monthly score cards for 50+ clients

Houston, Texas, United States

•Created New Item Forms and customer contracts for assigned accounts; Worked directly with Sales team for any questions/confirmations•Managed deduction and payment requests •Assisted Customer Service team on client order errors & resolutions