Pam Rattray Email & Phone Number

Greater Milwaukee Area

Responsible for leading an industry-focused account team of multiple disciplines, including project management, production, customer service, field installation, logistics and IT to meet the operational needs of the Transportation industry business segment.-- Facilitated the transition of a functional department into a segmented, industry-focused team.-- Developed a cross-training program to meet the needs of the segmented team.-- Led a variety of process improvement initiatives to streamline work flow.

Responsible for leading the overall operations of the Customer Service, Installation and Logistics teams that provided order management, turnkey support and after-care services for DCI-Artform's client base. Ensured customer satisfaction through the servicing and fulfillment of a wide variety of complex marketing solutions across diverse business segments.-- Developed customer service programs and strategies to support the individual project requirements of sold programs for large Fortune 100 clients.-- Achieved consistently high level of customer satisfaction ratings related to project-specific accounts.-- Established key performance metrics to help measure product and service offerings in a tangible way.-- Developed and implemented training programs to support unique project requirements and provide teams with tools to improve their customer service skills.-- Coordinated the integration of new business units transitioned from a sister company into existing Customer Service team.-- Developed and effectively managed department budgets of over $1 million.-- Established the Installation Service function within the business to support the after-care needs of key client segments.-- Developed a preferred supplier network to facilitate and support the installation and logistics outsourced needs within the business.-- Lead implementation projects for new ERP, CRM and Shipping systems and upgrades.

In addition to the Customer Service Representative position, responsibilities included supervising the order processing and shipping of stock product client programs and specialty marketing services and fulfillment projects. Assisted department manager with the interview process for new hires, department training, and special projects.

Managed the order processing, shipping and billing requirements of assigned programs. Provided ongoing service and support to a variety of business-to-business Fortune 100 clients. Responsible for inventory and tracking of client displays. Generated custom orders and inventory reports.