Alice Andrade

Experience

• 

  Walt Disney World

  Dec 1996 - Mar 2000

  Event Planning Rep

  ­ Developed B2B relationships in Convention Sales for groups­ Responsible for managing up to 15 groups at a time

• 

  CHEP

  Apr 2000 - now

  Lead a team of field reps to foster existing and create new relationships with our customers. Drive cross function collaboration to exceed customers' expectations. - Collaborates with Customer and Sales Team to define Strategic Initiatives resulting in joint supply chain savings - Develops innovative changes within Account Management to drive efficiency and Customer Simplicity- Consistently identifies Industry trends and opportunities, resulting in operational efficiency initiatives and cost reduction opportunities - Provide mentoring and coaching feedback to direct reports to drive performance in matrix organization- Responsible for building Customer Service’s bench strength, talent development and succession planning goals- Responsible for BES annual improvement goals and the identification of improvement opportunities, execution and communication of Show less Lead a team of 13 reps over the past 3.5 years in varying roles, supporting multiple business units and delivering world-class customer service. Continually coaching and developing new and existing employees for professional development and career growth. Strategically develop plans to achieve long-term functional goals, while motivating the team to be results driven, while critically thinking about all opportunities. -Successfully recruited high-caliber talent; 47 new hires in 3.5 years back-filling 27 promotions-Built and led team of 5 to support our automotive business unit in managing customer's containers for US, Mexico and Canadian plants delivering customer savings-Built and led a team of 3 to centralize the support for the Recycled National Accounts and Broker Sales-Led a data-driven effort to lean email processing, improving answer rates from 70% to 99%, while channel usage nearly doubled-Consistently surpassed industry high performance norm results in the BES, achieving over 95% on employee engagement every year of my tenure -Lead team to earning prestigious Stevie Award, as well as SQM awards for exemplary customer service Show less Coach and motivate 19 reps in the VoC team with a myriad of responsibilities. Steadily worked to empower the team to drive change and transform our customers’ experiences with every interaction.-Partnered in the development of the regional service team to focus on issue resolution, customer personalization, and building stronger relationships internally and externally­-Key partner in the development of root cause metrics and tracking system to measure the results of team efforts­-Supported the development of the account prioritization matrix, increasing the efficiency of account reps, and allowing more customer interaction ­-Actively built cross-functional relationships with Credit & Collections, Customer Transaction Management, Logistics, and others collaboration and consistent messaging ­-Actively coached team to take the VoC to the “next level”­-Leveraged cross-functional relationships with field teams to drive issue resolution, with critical thinking and innovative ideas -Key participant in the ongoing Net Promoter Score Survey closed loop process Show less Grew and developed business from within existing customer-base in foodservice distribution-Leveraged Push-Pull Model to aid in driving CHEP receipts achieving 137.7% YOY growth FY04­-Accomplished a flow through of 105.9 for FY04­-Reduced Cycle time by 15% at account base in FY04-Updated and maintained a target list of vendors, leveraging the advocacy of Logistics managers to grow CHEP business­-Worked with customers to identify cost savings benefits of using CHEP, with some accounts realizing up to $200 savings per load versus using white wood Show less Managed a territory of 99 accounts, 30 Distributors and 69 Emitters, within Central and Upstate NY, VT, and MA­-Responsible for resolving all customer issues, including invoices, balance discrepancies, and reporting issues ­-Reestablished a fragile relationship with largest customer in territory and achieved net 30 payments terms -Closed 50 lanes from new and existing emitters FY06­-Consistently executed drill form with distributors, improving scores at 2 top accounts -Nominated by manager and peers as the team mentor­-Awarded rookie of the year in CS FY05 Show less

  • Retail Supply Chain Solutions Manager

    Apr 2000 - now

  • Regional Customer Service Manager

    Nov 2016 - Apr 2021

  • Voice of the Customer Manager

    Jul 2012 - Nov 2016

  • Quality Customer Experience Lead

    Oct 2008 - Jul 2012

  • Customer Service Rep

    Oct 2004 - Oct 2008

  • Sale Representative

    Sept 2002 - Oct 2004

  • Teleservice Rep

    Apr 2000 - Sept 2002