John Morrell Food Group / Armour Eckrich Meats
Team Lead, Alternate Channels Account Management
February 2013 — Present
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Team Lead - Alternate Channels Account Management at John Morrell Food Group
Dedicated to building and maintaining strong relationships with customers, brokers, and sales representatives in order to fully understand their needs and provide first class customer service that is both effective as well as cost efficient for both parties.
Manage all aspects of customer orders from placement to invoice and anticipate the needs of customers. Identify upcoming issues that have the potential to hinder the customer’s service expectations and coordinate a timely resolution.
Optimize product availability by partnering with supply chain, demand planning, business development and transportation, when made aware of unexpected ads and/or volume that was not forecasted, to determine a cost effective solution to satisfy the needs of the customer when possible.
Recruited to assist Senior Director with “Day In The Life” testing of Red Prairie Software that is being implemented at our largest Distribution Centers to ensure compatibility with SAP 6.0 in all facets that customer service requires. Identified deficiencies within the system that could have obstructed business and reported clear examples to the Senior Director of Customer Service and the Red Prairie project management team.
Fostered and managed the relationships between the PMO and the Business Process Leads to guarantee client satisfaction as well as a smooth and effective execution of the project plans and timelines.
Liaison between the end users and the technical team to determine the appropriate technician to expedite problem resolution.
Led and facilitated a variety of project management activities (e.g., UAT, business readiness, project status meetings, project plan/timeline reviews) which resulted in a successful “Go-Live” on time and on budget.
Conducted analysis of UAT data received which enabled the management team to discuss and resolve identified areas of opportunity.
Created Steering Committee Status Report presentations on a weekly basis for the client’s Senior Leadership Team, where project risks, gaps, and successes were effectively communicated.
Confirmed and approved Project Control Forms on behalf of the Delivery VP of EBS Central (entered/verified resources, project budget, and profit margins prior to approval).
Identified profit margin errors, through gap analysis of Project Control Forms, which resulted in saving the company revenue.
Personally selected by the Central Region Vice President to be a fundamental part of an initiative which successfully decreased the total number of non-billing consultants and increased placement on client projects.
Maintained the Microsoft SharePoint portal for internal job requisitions allowing consultants, not currently working on billable projects, to identify themselves as an optimal fit for a billable opportunity.
Managed the Client Satisfaction Survey program for the Fujitsu America PMO. Responsibilities included:
o Communicating with the Project Managers, Delivery Managers, and Client Executives to determine the appropriate client contacts and timing to conduct the Client Satisfaction Surveys.
o Administering and following up on the surveys on behalf of the PMO and Executive Vice President.
o Recording and reporting results to the Regional and Executive Leadership teams.
o Created and implemented corrective action plans with the Delivery Team, when less than favorable results were returned.
Successfully managed and prioritized multiple projects simultaneously to guarantee prompt attention by the technical team to our clients’ every need.
Actualized new business by immediately establishing a strong relationship with the client in addition to disciplined follow up.
Created and implemented procedures that increased the overall efficiency, elevated customer satisfaction, and reduced error rate.
Effectively managed all aspects of customer service by being the liaison between the technical engineers and our clients.
Quickly decreased the average length of time it takes clients to remit payment by developing a new calculated billing system.
Increased annual retail profits by more than 10% in less than one year.
Generated a 10% increase in new business by integrating numerous marketing techniques outside of the office (i.e., developed and personally distributed materials to surrounding offices and neighborhoods; sent hand-written thank you notes to each new patient; provided free appointment certificate for referrals; orchestrated local events with free health screenings).
Increased total monetary collections by 71% over the previous year.
Instituted unique process designed for all charges sent to insurance companies which successfully increased rapid payment. Result: Overall, payments were received 50% sooner than prior to implementation of this process.
Successfully organized and facilitated Kids Day America® in Naperville; an international event devoted to educating children on health, safety, and environmental awareness.
• Promoted and gained the support of local businesses and corporations by way of donating funds, giveaways, or their time.
• Participants included The Naperville Fire Department and Nicor Services.
• Naperville’s Mayor Pradel and Illinois’ Governor Blagojevich proclaimed it a “National Day of Awareness” for children.
Quickly learned basic medical knowledge and terminology in addition to medical coding such as ICD-9 and CPT.
Improved overall compliance in federally regulated areas such as HIPAA and coding issues by researching each area and performing an internal audit of the business.
• Result: Effectively modified the current office policies to include new and revised laws and HIPAA regulations pertaining to the patient’s privacy.
• Result: Issues were successfully solved including coding two definitive causes for the same condition in order to decrease length of time to receive payment to the office from the insurance companies.
Rapidly promoted from Sales Lead position to the Assistant Store Manager in less than 6 months.
Exhibited excellent supervisory and leadership skills, with the ability to prioritize floor activities and delegate appropriate tasks to sales associates.
Responsible for hiring both permanent and seasonal staff.
• Completed all aspects of the interviewing, decision-making and hiring process including creating personalized employee personnel files and forwarding appropriate paperwork to corporate.
Continuously recruited by the corporate office to assist in the opening process of new stores across the Midwest.
• As “Merchandising Specialist," I was part of a team that completed all aspects of opening a new store which included: receiving initial non-merchandise and merchandising equipment; completing store set-up per corporate specifications; training new employees; setting up the retail goods and leading teams in merchandising their new sales floor.
Coordinated and helped facilitate annual Inventory procedures. Decreased man hours by 10% by creating an over-sized laminated map of the sales floor, including each fixture, to use as a tool to audit and prepare for Inventory. This resulted in improving overall efficiency and accuracy of the Inventory process, while also saving payroll dollars to complete the assignment.
Contributed to annual sales by producing a “Top Ten” store out of 68 stores in the brand within one year.
Promoted two management levels within six months.
Awarded “Catch the Spirit” at the store level, followed by “Catch the Spirit” at the district level as a result of several complimentary letters to my supervisors praising my extraordinary customer service skills and design abilities.
Effectively trained and coached 35-40 sales associates on an ongoing basis, which resulted in increased product knowledge amongst the staff and a reputation for extraordinary customer service.
Managed store operations daily, including performing managerial key functions, submitting daily cash reports to the corporate office, and ordering supplies for the $4 million store to function productively.
Maintained company’s superior visual standards, exceptional merchandise presentation, signage, lighting, and successfully implemented seasonal floor sets on time and on budget.