Caroleen Baucom
Monroe,NC
Summary
Dynamic customer service expert with over 20 years of experience dedicated to maximizing customer satisfaction and delivering exceptional operational management and administrative oversight. Proven ability to enhance team performance and streamline processes, contributing to overall organizational success. Eager to leverage extensive expertise in a customer service management role that fosters a stimulating and challenging environment while driving company growth and pursuing professional advancement opportunities. Committed to building strong relationships and implementing innovative solutions that elevate the customer experience.
Overview
26
26
years of professional experience
Work History
National Account Manager
Container Graphics
02.2024 - Current
- Developed and maintained strategic relationships with national accounts to drive revenue growth.
- Executed account strategies that enhanced client engagement and satisfaction levels.
- Analyzed market trends to identify opportunities for product positioning and sales expansion.
- Collaborated with cross-functional teams to deliver customized solutions for complex client needs.
- Led contract negotiations, ensuring favorable terms while mitigating risks for the organization.
- Mentored junior team members, fostering professional development and enhancing team capabilities.
- Built strong relationships with key decision-makers at the executive level within national accounts organizations.
- Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
- Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
Customer Sales Representative
Paperworks Industries
01.2016 - 02.2024
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Developed loyal clientele by consistently following up on leads and providing exceptional customer service, ultimately converting leads into sales.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Achieved or exceeded company-defined sales quotas.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Recorded accurate and efficient records in customer database.
- Described product highlights and benefits to help guide purchasing decisions.
- Implemented cross-selling strategies during client interactions leading to increased sales revenue from existing customers.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Account Manager
GM Nameplate
01.2000 - 01.2016
- Responsible for the day to day monitoring of accounts going through production. Review and present pricing which ensures quality product and adequate profit margin. Understand each customer's needs and create value with creative sales solutions that benefit both the customer and GM Nameplate. Work with and support the GM Nameplate outside sales team with the primary goal of making the outside sales team successful in acquiring new customers and increasing sales to and servicing existing customers. Work with customers on design, manufacturing considerations, material, and tooling, problem solving and quality expectations. Maintain working relationship with internal customers - engineering team, scheduling department and production supervisors. Create and maintain a high degree of customer loyalty.
Education
Bachelor of Arts - Political Science, Communications
UNC Charlotte
North Carolina01.1996
Skills
- Customer service
- Budgeting/Forecasting
- Team leadership
- Negotiating/Problem Solving
- Project management
- Client relationship building
- Account management
- Logistics coordination
- Customer order management
- Teamwork and collaboration
- Multitasking abilities
- Reliability
- Organizational skills
Timeline
National Account Manager
Container Graphics
02.2024 - Current
Customer Sales Representative
Paperworks Industries
01.2016 - 02.2024
Account Manager
GM Nameplate
01.2000 - 01.2016
Bachelor of Arts - Political Science, Communications
UNC Charlotte