M.

Ann Knox
Objective
Customer Care/Sales Support
Reliable support professional with an expert ability to multitask and a proven a
bility to play a key
role in client services. Solid customer satisfaction and account-management ski
lls that result in
increased revenue and longstanding customer relationships.
Summary of Qualifications
Motivated self-starter who consistently goes beyond the requirements of the job
to meet
organizational objectives.
Demonstrated skill working efficiently under pressure and stress in a busy atmos
phere.
Respond rapidly and appropriately to changing circumstances.
Strong organizational skills and tenacity to execute major projects and realize
goals.
Solid reputation for strong work ethic and managing trusting relationships with
customers,
coworkers and vendors.
Skilled at recognizing and averting potential problems, determining the root of
conflicts and
negotiating to reach equitable solutions.
Good written and oral communication skills.
Proficient in MS Word, Excel, and Outlook
Experience

8/1996 7/2009
Office Depot-Business Solutions Div
San Francisco, CA
Buyer Custom Printing/Promotional Products
Provide sales support to 50 sales representatives. Discuss and advise on projec
ts to satisfy
customer requirements. Coordinate project with sales team and vendor. Prepare
project
quotes and purchase orders.
Serve as first point of contact for customer inquiries and complaints related to
project.
Work with a wide range of clientele and handle difficult customer problems in a
calm,
patient and professional manner. Establish and maintain good customer relations
through
efficient handling and expediting of all inquiries.
Effectively manage customer accounts during and after the sale. Communicate pri
cing,
terms of condition, product availability and production lead times to customer.
Responsible for the review, administration and expediting of customers orders.
Perform
order follow-up to ensure on-time delivery and coordinate the shipping and deliv
ery of
merchandise. Notify customers immediately of changes to product availability or
delivery
schedule by phone and email. Maintain complete and accurate documentation.
Respond to 70 emails and 20 phone calls per day from customers and sales team
requesting information. The requests include but are not limited to, change ord
ers, order
cancellation, request for quote, expediting of order, order status and credit or
billing
issues.
Perform various clerical functions including photocopying, faxing, scanning, mai
l
distribution and preparation FEDEX and UPS airbills as required.
Handle multiple projects/activities simultaneously with accuracy.
Contributed to teams success in meeting sales objectives through competitive bid
ding of
projects.
Skillfully negotiated equitable resolutions to difficult problems often preventi
ng account
loss.
Received many customer commendations due to going beyond the expected resulting
in
more satisfied customers and repeat business for the company.

11/1999 1/2001
Macys West
Fairfield, CA
Sales Associate (Part-time)
Greet and assist customers with purchases in a friendly, courteous manner
Perform all POS transactions including cash, credit, gift card, returns, exchang
es,
adjustments, account look-up, credit applications and bill payment.
Perform sales floor and fitting room recovery.
Open and close register accurately and according to company standards.

4/1992 8/1996
Office Depot-Business Solutions Div
Union City, CA
Supervisor Printing Dept
Coordinate, delegate, and supervise all functions of the print department includ
ing
preparation of purchase orders, RFQs and client billing. Four buyers and two bi
lling
coordinators supported 200 northern California sales representatives.
Plan and organize staffs work schedule to ensure the efficient completion of dai
ly work
activities.
Supervise computer entry of daily billing ensuring accurate data entry.
Coordinate and implement formal & informal on-the-job training programs to enhan
ce
staffs level of performance & personal development.
Increased morale and minimized turnover in the department through effective two-
way
communication. This provided a positive environment that allowed employees to s
ucceed.
Refined the billing process to increase productivity and increased billed dollar
s per month
by 10%.
Education
Junction City Senior High School
Junction City, KS
References
References are available on request.