ACCOUNT SUPPORT REPRESENTATIVE RESUME EXAMPLE

Emily Carter

Austin, TX

(512) 684-2291

emily.carter@gmail.com

linkedin.com/in/emilycarter

SUMMARY

Results-driven Account Support Representative with 1+ years of experience in Order Processing, Customer Support, and Data Management within Supply Chain Operations. Proven record of improving order accuracy by 19% and reducing delays through structured validation. Expertise in MRP Systems and CRM Platforms to optimize order workflows, mitigate fulfillment risks, and drive operational efficiency across customer accounts.

SKILLS

Order Processing

CRM Systems

Data Entry

MRP Systems

Customer Support

Reporting Tools

EXPERIENCE

Account Support Representative

BlueRock Distribution Inc., Austin, TX

June 2024 - Present

• Process customer orders via phone and email, ensuring accurate MRP system entry and improving order accuracy by 18% across 200+ monthly transactions
• Communicate product availability and shipping updates, reducing customer follow-up inquiries by 15% through proactive status reporting
• Coordinate shipment tracking and customer onboarding, supporting 75+ active accounts with consistent service delivery
• Resolve order changes and returns using internal procedures, decreasing processing errors by 12% through validation controls

Customer Service Associate

Hillcrest Supply Co., Austin, TX

January 2023 - May 2024

• Supported order entry and data updates, maintaining 97% data accuracy across customer records and transaction logs
• Assisted the sales team with sample requests and reporting, improving internal response time by 20%
• Responded to inbound customer inquiries, contributing to a 14% increase in customer satisfaction scores

EDUCATION

Bachelor of Business Administration

Texas State University, San Marcos, TX

Daniel Brooks

Charlotte, NC

(704) 912-4483

daniel.brooks.pro@gmail.com

linkedin.com/in/daniel-brooks

SUMMARY

Results-driven Account Support Representative with 4+ years of experience in Order Management, Sales Support, and Customer Operations within Distribution and Logistics. Proven record of increasing on-time shipment performance by 20% and reducing order discrepancies through cross-functional coordination. Expertise in ERP Systems and Quote Management to optimize fulfillment processes, mitigate operational risks, and drive customer satisfaction and retention.

SKILLS

ERP Systems

Order Management

Quote Management

Data Analysis

Logistics Coordination

CRM Platforms

EXPERIENCE

Account Support Representative

Pioneer Logistics Group, Charlotte, NC

March 2022 - Present

• Manage high-volume order processing and validation, improving shipment accuracy by 21% across 300+ monthly orders
• Collaborate with supply chain and logistics teams to ensure on-time delivery, increasing fulfillment performance by 19%
• Analyze ERP data to prioritize shipments and optimize release schedules, reducing delays by 16%
• Provide proactive updates to sales teams and customers, enhancing communication efficiency and reducing escalations by 14%

Customer Operations Coordinator

NorthBridge Distribution, Charlotte, NC

July 2020 - February 2022

• Processed customer orders, quotes, and account setups, improving quote turnaround time by 22% through structured workflows
• Coordinated freight and shipping methods, reducing logistics costs by 13% while maintaining service levels
• Supported account managers with reporting and customer communication, contributing to a 15% increase in retention metrics

EDUCATION

Bachelor of Science in Business Administration

University of North Carolina at Charlotte, Charlotte, NC

Michael A. Reynolds

Chicago, IL

(312) 555-7834

michael.reynolds@protonmail.com

linkedin.com/in/michaelareynolds

PROFESSIONAL SUMMARY

Results-driven Account Support Representative with 8+ years of experience in Supply Chain Operations, Order Fulfillment, and Customer Account Management within Manufacturing and Distribution. Proven record of improving shipment execution efficiency by 20% and reducing operational delays through cross-functional leadership. Expertise in ERP Systems and Process Optimization to streamline workflows, mitigate fulfillment risks, and drive scalable, high-performance account operations.

CORE SKILLS

ERP Systems

Supply Chain

Order Management

Process Optimization

Data Analysis

Cross-Functional Leadership

EXPERIENCE

Senior Account Support Representative

MidWest Supply Solutions, Chicago, IL

January 2021 - Present

• Lead order management operations, validating pricing and inventory data to improve fill rate performance by 18% across enterprise accounts
• Partner with supply planning, logistics, and IT teams to maximize shipment execution, increasing on-time delivery rates by 20%
• Analyze order book performance and implement corrective actions, reducing shipment delays by 15% and improving operational efficiency
• Provide strategic recommendations to sales teams, enhancing account execution and supporting revenue growth initiatives

Account Support Representative

Lakeview Distribution Services, Chicago, IL

May 2017 - December 2020

• Managed order processing, shipment coordination, and customer communication, improving fulfillment accuracy by 17%
• Coordinated cross-functional issue resolution, reducing escalation rates by 14% through proactive tracking and follow-ups
• Maintained detailed account records and reporting, supporting data-driven decision-making across 200+ active accounts

EDUCATION

Bachelor of Science in Supply Chain Management

DePaul University, Chicago, IL

• Managed inbound overflow calls from the Account Management team, addressing high-volume customer inquiries, using Salesforce and ACV tools to maintain service continuity and reduce response time by 20%.
• Resolved complex customer issues across pre and post-sales stages, leveraging internal systems and policy knowledge to deliver accurate solutions while improving first-call resolution rates by 15%.
• Documented customer interactions, strategies, and follow-ups within Salesforce, ensuring data accuracy and traceability that supported reporting consistency and enhanced team visibility across 100+ weekly cases.
• Coordinated with cross-functional teams, including Titles, Payments, Transportation, and Arbitration, to resolve escalated cases, reducing resolution turnaround time by an average of 25%.
• Presented ACV offerings, products, and new feature updates to business owners and decision makers, contributing to increased customer engagement and supporting a 10% uplift in repeat transactions.
• Achieved and consistently exceeded SLA commitments and KPI targets by prioritizing workload effectively, maintaining compliance with ACV policies, and delivering reliable, customer-focused support outcomes.

Core Skills:

• Salesforce CRM
• Ticket Management
• Data Documentation
• SLA Compliance
• Cross-Functional Coordination
• Customer Support Systems

• Prepared and distributed renewal correspondence to appropriate agents while processing documentation for DCPG personnel, ensuring 100% timely delivery and improving renewal cycle efficiency across assigned client accounts.
• Maintained comprehensive electronic records for all current clients, enhancing data accuracy and audit readiness while supporting seamless access to over 200 active account files.
• Processed group terminations, Schedule A requests, and payroll location updates, ensuring compliance with internal procedures and reducing administrative errors by 18% through structured verification workflows.
• Facilitated VCP product sales and installations for existing dental clients, collaborating with the Account Manager to drive adoption and contributing to a 12% increase in product utilization.
• Generated and distributed utilization reports and Quest network accessibility analyses for clients with 100+ enrolled employees, enabling informed decision-making and strengthening client retention strategies.
• Served as primary contact for enrollment, billing, and claims inquiries, resolving issues efficiently while coordinating with cross-functional teams to meet SLA targets and sustain high client satisfaction levels.

Core Skills:

• Salesforce CRM
• Data Management
• Report Generation
• Policy Compliance
• Process Coordination
• Client Support

• Directed high-volume calls from phone queues to appropriate teams, including order entry support, improving response efficiency and reducing customer wait times by 22% across service channels.
• Supported Corporate Sales Team by managing new account setups, updates, and ship-to data, partnering with Master Data teams to ensure 99% accuracy in customer records.
• Coordinated time-sensitive order processing and issue resolution prior to shipping and billing, ensuring on-time fulfillment while reducing order-related discrepancies by 17% through proactive follow-ups.
• Investigated advanced escalation issues, making informed judgment calls to resolve complex cases, achieving consistent SLA adherence, and improving customer satisfaction scores by 15% through timely closures.
• Collaborated with Sales Reps, Regionals, and VPs as primary liaison, delivering presentations and mentoring team members, strengthening cross-functional alignment, and enhancing onboarding effectiveness for new representatives.
• Optimized workflows through continuous process improvements and MDI participation, tracking issue progress, and driving resolution of outstanding cases while consistently meeting KPI targets and supporting retention initiatives.

Core Skills:

• Salesforce CRM
• Order Processing
• Data Analysis
• Process Improvement
• Customer Support Systems
• Issue Resolution

• Partnered with business leaders to deliver services aligned with company objectives and Winning Together values, supporting cross-functional initiatives that improved internal service delivery efficiency by 18%.
• Entered and tracked opportunities, quotes, and orders within Salesforce.com, maintaining accurate pipeline visibility and contributing to a 20% improvement in sales tracking and reporting consistency.
• Assisted in preparing customer proposals by sourcing vendor pricing and validating requirements, enabling competitive pricing strategies that increased quote-to-order conversion rates by 12%.
• Managed order tracking for assigned ASR, BDA, and AE teams, ensuring timely updates and reducing order processing delays by 15% through proactive coordination and follow-ups.
• Responded to internal and external inquiries regarding quotes and orders, delivering accurate information and reinforcing trust with stakeholders while maintaining compliance with security and operational policies.
• Adhered to all internal sales processes, systems, and procedures while supporting Computacenter’s mission and values, ensuring consistent execution and contributing to reliable, high-quality service outcomes.

Core Skills:

• Salesforce CRM
• Order Tracking
• Quote Management
• Data Accuracy
• Process Compliance
• Vendor Coordination

• Executed new and converted item launches, promotions, and pricing changes by coordinating internal teams and vendors, ensuring 100% on-time delivery aligned with customer-required timelines.
• Verified and managed pricing and item changes using controlled processes, ensuring adherence to internal controls and reducing data inconsistencies by 16% through structured validation techniques.
• Interpreted and implemented customer-specific pricing processes into Perrigo systems, improving pricing accuracy and supporting seamless integration across multiple high-volume customer accounts.
• Investigated pricing discrepancies in compliance with SOX requirements, completing documentation and securing approvals while maintaining audit readiness and improving data integrity across all pricing updates.
• Collaborated directly with customers to manage requirements and critical sales data, partnering cross-functionally to meet established timelines and enhance service reliability by 14%.
• Oversaw customer programs, websites, and systems by coordinating QA, Financial, Engineering, and Customer Service teams, ensuring accurate data management and supporting consistent execution of customer-driven initiatives.

Core Skills:

• Pricing Analysis
• SOX Compliance
• Data Validation
• Salesforce CRM
• Process Coordination
• Cross-Functional Systems

• Maintained and entered high-volume sales order data into company systems, ensuring accuracy and completeness while supporting tracking of 300+ customer-related issues for operational visibility and resolution.
• Processed daily shipments by selecting products and preparing required documentation, consistently meeting customer delivery requirements and improving on-time shipment performance by 19% through efficient coordination.
• Coordinated customer expedites, including freight quoting, approval logging, and delivery communication, ensuring timely execution and reducing delayed orders by 21% through proactive monitoring and follow-up.
• Monitored customer websites and updated internal systems to reflect requirement changes, maintaining real-time data accuracy and preventing fulfillment errors across multiple active product lines.
• Investigated distribution center complaints and managed Return Material Authorizations, ensuring corrective actions were implemented and reducing recurring issues by 14% through structured follow-up processes.
• Compiled and distributed daily, weekly, and month-end production reports while supporting Materials Department analysis and inventory activities, enabling data-driven decisions and strengthening overall supply chain performance.

Core Skills:

• Order Management
• Data Analysis
• Freight Coordination
• Inventory Systems
• Reporting Tools
• Process Improvement

• Supported Account Manager by responding to business customer requests, delivering timely solutions, and maintaining service quality across 150+ accounts while improving response turnaround time by 18%.
• Explained and recommended TELUS products and services, identifying upsell opportunities and generating qualified leads that contributed to a 10% increase in pipeline value.
• Developed account plans and weekly sales funnels, providing visibility into deal progression and supporting forecasting accuracy for basic service and product offerings.
• Prepared costing estimates, quotes, and proposals with 100% accuracy, ensuring timely delivery and strengthening client trust while reducing quote revision cycles by 20%.
• Managed account setup, pricing updates, authorized lists, and system synchronization between KeHE and customer platforms, ensuring data integrity and minimizing discrepancies across integrated systems.
• Coordinated contract administration and hand-off documentation while supporting order entry and internal communication, ensuring deadlines were met and delivering consistent, accurate outcomes for account operations.

Core Skills:

• Salesforce CRM
• Quote Management
• Data Synchronization
• Order Entry
• Pricing Management
• Contract Administration

• Resolved technical product inquiries for 1WS Content Solutions via phone, email, and web channels, achieving high first-contact resolution rates and improving customer satisfaction scores by 17% across support interactions.
• Advised customers as a technical product expert during meetings and integrations, ensuring the successful adoption of Content Solutions tools while reducing onboarding time by 22% through structured guidance.
• Analyzed customer usage data to identify growth opportunities and risk indicators, enabling proactive account support that increased retention rates and minimized potential service disruptions.
• Collaborated with Engineering, Product Management, and Production teams to troubleshoot complex issues, delivering timely resolutions and enhancing cross-functional efficiency in handling escalations.
• Delivered live and web-based training sessions while developing customer-facing documentation, improving self-service capabilities and reducing repetitive support inquiries by 19% through clear knowledge resources.
• Supported ChannelOnline platform operations, assisting customers with quoting, sales orders, and procurement workflows while contributing to new feature rollouts that improved user efficiency and platform adoption.

Core Skills:

• Technical Support
• Data Analysis
• API Integration
• Documentation Systems
• CRM Platforms
• Product Training

• Acted as benefits liaison communicating with patients, customers, and pharmacies, ensuring accurate information exchange and improving issue resolution efficiency by 15% across assigned accounts.
• Reprocessed retrospective pharmacy bills and managed weekly pay-on-behalf-of billing activities, maintaining 98% accuracy while meeting strict SLA and regulatory compliance requirements.
• Utilized Excel and internal systems to monitor FTP connections and process high-volume data entries, supporting consistent billing operations and reducing processing delays by 20%.
• Managed assigned accounts independently, prioritizing urgent tasks effectively and maintaining up-to-date request lists to ensure timely completion of all service deliverables.
• Handled Outlook inbox workflows related to account conversions, coordinating responses, and tracking requests to support seamless transitions and minimize service disruptions.
• Ensured adherence to SLAs and internal regulations while maintaining organized documentation, enabling reliable audit readiness, and reinforcing trust in billing and account management processes.

Core Skills:

• Excel Analysis
• Data Entry
• Billing Systems
• FTP Monitoring
• SLA Compliance
• Account Management

• Engaged merchants with a solution-oriented approach, delivering high-touch support to high-value customers and improving retention rates by 16% through personalized, proactive service interactions.
• Delivered proactive customer experiences by researching complex issues and implementing innovative solutions, reducing resolution time by 21% and ensuring a frictionless end-to-end customer journey.
• Owned customer interactions from initiation to resolution, managing requests with urgency and accountability while consistently meeting service level targets across multiple communication channels.
• Identified technical issues through customer feedback and collaborated with cross-functional teams to resolve problems, improving issue resolution efficiency and reducing repeat inquiries by 14%.
• Handled inbound and outbound calls to address diverse service requests, ensuring consistent support coverage and maintaining high satisfaction scores through clear communication and policy adherence.
• Maintained accurate records within internal systems and analyzed customer concerns using established procedures, ensuring data integrity and supporting continuous improvement in service delivery processes.

Core Skills:

• CRM Systems
• Issue Resolution
• Data Management
• Process Analysis
• Customer Support
• Technical Troubleshooting

• Resolved order processing issues by validating pricing and service details, addressing inventory constraints, and improving fill rate performance by 18% through proactive problem identification and resolution.
• Collaborated with supply planning, logistics, IT, and credit teams to maximize shipment potential, ensuring adherence to customer expectations and increasing on-time delivery rates by 20%.
• Analyzed order data within ERP systems and reporting tools, identifying release priorities and optimizing shipment timing based on supply availability and customer delivery windows.
• Identified risks and opportunities within the order book, escalating critical issues, and implementing corrective actions that reduced shipment delays by 15% and improved execution efficiency.
• Communicated actionable updates and recommendations to sales and account teams, strengthening alignment and supporting informed decision-making to enhance overall account performance.
• Managed order book performance while building strong partnerships with Sales Reps, driving proactive account management initiatives that improved shipment execution and supported sustained business growth.

Core Skills:

• ERP Systems
• Order Management
• Supply Chain
• Data Analysis
• Process Optimization
• Cross-Functional Coordination

• Processed customer orders via phone and in-person interactions, ensuring accurate entry into MRP systems and improving order accuracy rates by 19% through diligent validation practices.
• Delivered customer quotes by collaborating with Marketing Directors and sales teams, integrating pricing strategies that increased quote turnaround efficiency by 22% and supported revenue growth.
• Communicated product availability and shipment details to customers, selecting cost-efficient shipping methods that reduced logistics expenses by 14% while maintaining delivery reliability.
• Managed new customer setup and shipment tracking, maintaining detailed account records and supporting seamless onboarding for 100+ accounts across diverse product lines.
• Resolved order changes, returns, and technical inquiries using established policies, acting as subject matter expert for assigned accounts and ensuring consistent execution aligned with customer expectations.
• Coordinated with sales teams and handled overflow consumer calls, providing proactive order book updates and actionable recommendations that enhanced service responsiveness and customer satisfaction.

Core Skills:

• MRP Systems
• Order Processing
• Quote Management
• Shipping Optimization
• Account Management
• Technical Support