Julie Ann Anderson

________________________________________________________________________________
1939 Lindsey Bridge Road Madison, NC 27025 (336) 548 4279
Email: echristopherand@triad.rr.com

_________________________Synopsis _________________________
Practical and leadership experience with proven skills focused on improving the business processes and daily operations.
Seeking to invest talents and to demonstrate how my skills can benefit a progressive organization.

10 years experience as a Customer Service Manager

• Manage and demonstrate strong leadership skills and adaptability.
• Strong organizational skills, follow-up and managing multiple responsibilities
• Skilled at identifying problem situations and proposing viable solutions
• Excellent interpersonal, detail oriented, multi tasking, and customer service skills
• Subject Matter Expert in SAP system
• Ability to work in a fast paced team environment
• 4 years experience with Accounts Receivables and Collections
• Reviewed and completed Vendor Compliance related to the Customer Service Dept.
• Strong collaboration and close interaction between Customer Service and Business units.

______________________Professional Experience ______________________

Remington Arms Co., Madison, North Carolina 1996 - 2010
Customer Service Supervisor 2000- 2006
Promoted to Customer Service Manager 2006 – 2010

Managed team of 11 associates and 1 team leader in a leading firearms, ammunition and accessory company.
• Managed department to ensure Customer Service met the goals and objectives of order entry for over $800
million in annual sales with shipping product throughout the USA to dealers, chains and wholesalers.
• Interacted with customers such as Dicks Sporting Goods, Gander Mtn, and Bass Pro by telephone and visits.
• Staff serviced customers in a call center environment – resolving over-shipments, deductions, returns and pricing
disputes. Manager maintained customer relationships and escalated support issues.
• Attended trade shows – Meet and greet customers both at shows along with customer visits
• Used SAP system for daily work activity along with EDI for our large volume customers.
• Demonstrated success in training new hires to achieve their goals and objectives of the department while
motivating the representatives.
• Created an on-line training manual along with a resource library
• Reviewed and coached all employees through yearly business unit programs.
• Extensive experience working with all business units within the organization to resolve programs issues.
• Implemented automated daily emailed reports from SAP and eliminated printing of paper.
• Completed yearly salary and department budget with responsibility of monitoring throughout the year
• Assisted with implementation of several acquisitions within the company to ensure C/S order entry and
implementation was successful. .
• Conducted quarterly one on ones with customer service representatives along with yearly reviews.
• Maintained weekly aged delivery holds at 5 days aged and 24 hour turnaround in order entry processing.
• Maintained quality accuracy of 98% each month.
• Maintained less than 2% abandonment rate regarding telephones.
• Highest volume of enhancements for the company on an ongoing basis. Encouraged employees to think
“outside the box”.
• Provided coaching for each associate on an ever changing workplace environment along with mentoring for
advancement within the company.
• Demonstrated success in monitoring and executing Sarbanes Oxley guidelines for the department.
• Prepared and presented Sales Team with various reports on a daily basis
• Experience with Sales Force as it relates to company sales information
• Used AVAYA phone system along with phone monitoring through the TASKE call monitoring system.
• Coordinated and executed yearly price increases and change of terms based on yearly programs.
• Proficient in Microsoft – Outlook, Excel, Word, Access, and Power Point
• Willing to travel
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Credit Analyst – Accounts Receivable Remington Arms Co., Inc. Madison, North Carolina
1996 – 2000

• Responsible for monthly aged collection reports and mailing of monthly statements
• Resolved discrepancies on accounts
• Responsible for credit approval and collection over 200 accounts
• Worked directly with sales reps and business units to reconcile disputes
• Provided a monthly performance report to the Credit Director on progress of collection and
resolution of disputes.
• Maintained account receivable reports
• Extended terms to customers as needed
• Assisted in monthly closing
• Analyzed accounts for aging purposes
• High volume of incoming and outgoing calls
Promoted to Remington’s Supervisor of the Customer Service Dept in 2000

American Express, Greensboro, North Carolina Customer Service

• Served as a consumer relations representative for goods and services utilizing strong negotiation skills
to resolve disputes involving both cardmembers and merchants, prioritize ongoing disputes for maximum
efficiency.
• Instructor for Retail, Car Rental and Lodging customer service.
• Effectively and efficiently handled disputes between companies largest retail merchants as well as
Cardmembers.
• Resolved and analyzed incoming Cardmember correspondence in accordance with established polices and
procedures.
• Adjust Cardmember accounts and prepared letters to Cardmembers and service establishments advising
them of appropriate action to be taken by American Express.
• Based on performance and strong leadership skills was selected to instruct new employees in
Operational Center in Plantation, FL for three months.
• Trained and supervised 12 new employees in performing preliminary preparation for customer service.
• Worked in a high volume workflow environment where overall performance efficiency and accuracy is
constantly traced for continuous improvement.
• Worked in a telephone customer service environment and conducted strong interpersonal communication
and administrative skills.
______________________Education & Training ______________________

Mater Dei High School

Evansville, Indiana

Business Studies at Business Tech College in Evansville IN

Additional training and certification referenced below:

MBTI Team Building Program

Career classes to improve customer service skills include:

Leadership Training Risk Management Change Management Stress Management

Knock Your Socks off How to Manage Difficult Conflict Management Team Based Problem
Customer Service People Solving
Building on Your Communication Skills Recent Excel and Power Shared Leadership
Abilities Point Classes
References upon request