Supporting multiple teams of external sales partners and customers. Direct customer support includes global export, portal management, forecast planning, and order management to ensure positive OTD and customer experience. Process development involving SAP functionality, pricing strategy and management, and elimination of waste in daily activities.

Creating analytics for review of customer and vendor on-time delivery, direct and indirect labor metrics, and router estimates versus actual performance. Responsible for inventory data and creation of bills of materials and updates to customer account information.

Supported 5 Outside Account Managers across major basins in the US while processing all quote requests, order entry, and transaction follow-up for the company. Involved in development of estimation tools to improve margins for technologies not yet manufactured. Created reporting for analysis of sales and cost performance for Account Managers and shop manufacturing accuracy.

• Created and implemented a Project Management Dashboard (Excel-based) for uncovering, tracking, reporting, and winning more business in the Houston and surrounding markets.• On-going coordination with district leadership to help identify, analyze, and improve service abilities

• Wrote, developed, and managed work process documentation for system processes including process mapping and revision tracking.• Facilitated training classes for Inside and Outside salespersons covering system improvements, sales management, and prospect development• Collection and formatting of data for SIOP reporting regarding freight costs, item history, order-to-invoice ratios, inventory staging, and aging inventory.• Organization and design of presentation materials for varying levels of team members on corporate and local initiatives• Analyzed gaps in internal systems and customer service website to help develop improvements along with supporting team members• Coordinated efforts between Operational, Divisional, and Technical departments to develop salesperson and technical skills training content and programs for new hires and tenured team members.• Utilized DMAIC, DMADV, and PDCA methods for guiding improvement initiatives and measuring success• Lead a cross-functional team to analyze and improve the existing customer service website experience and the internal proprietary system used by internal team members.

• Coaching and improving team performance of 11 direct reporting team members and 46 supporting sales agents while also supporting field salespersons to meet their customer commitments. • Responsible for developing customer service and sales training approaches, implementation of new procedures, and evaluation of current performance through a continuous improvement methodology (Six Sigma). • Served as a Government Market Sales Coordinator responsible for the support of Government Account Managers and acted as sales, logistics, and customer service liaison between government customers and the company. • Balanced operating expenses with appropriate levels of service, while looking for ways to improve processes and remove non-value added activities. • Supported Outside Salespersons on customer visits and transition periods to support customer accounts during unassigned transition periods.• Became an initial point-of-contact for customers and salespersons to coordinate sales strategies, logistic support, inventory planning, and sales support.• Created an environment for open, continuous, and proactive communication while maintaining an open mind to benefit from diverse thoughts and ideas.• Supported, wrote, and conducted performance review discussions to ensure that expectations and “S.M.A.R.T.” goals were set, monitored, and executed.• Effectively monitored controllable expenses to achieve the assigned expense-to-sales ratio goal..• Cross-trained across several departments to best serve our external, and government customers through training in GSA schedule and TAA certification.• Hosted and facilitated national WebEx virtual on-boarding training for new customer service agents and management peers involving systems training and customer service training.• Lead office expansion period including standardization of the remodel of offices and workstations for each agent and facility.

• Coordinated sales efforts among Government Account Managers to quote, bid, and convert sales opportunities throughout the state of Georgia with specific focus on Atlanta metro area accounts.• Cross-trained across several departments to best serve our internal, external, and government customers through training in GSA schedule and TAA certification.

• Hired as Sales Associate, became Store Manager in 2000 • Awarded 2001 corporate award for best loss prevention management• Involved in design, construction, and merchandising of new stores• Responsible for protecting and increasing company assets as well as managing an effective sales team ranging from 5 to 15 team members.• Responsible for marketing decisions based on local market purchasing behaviors• Inventory Auditor for supporting locations across Alabama• Served as a Partner Manager to support 6 stores on a district level in staffing, merchandising, loss prevention, and customer service.

• General duties included pre-game preparations for both teams as well as meeting the specific requests of players and league staff during game nights, promotional events, and intermission activities.