Jackie Crosby
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Qualifications
• Provided quality customer service for the past nineteen years
• Managed customer accounts for multiple companies and/or clients
• Experience with entire Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, Access)
• Experience with other ERP computer systems including SAP, People Soft and Microsoft Dynamics
• Experience with web based programs such as Sharepoint, Salesforce and DocuSign
Experience
NovaSource/First Solar 2018-2023 Chandler, AZ
Billing Team Lead
• Perform billing tasks including monthly/quarterly fees, corrective maintenance, additional fee
services/service change orders, and other misc billing for over 200 projects.
• Serve as point of contact for customer billing questions and first level collections inquiries
• Trainer to all new team members as well as train all team members on all new processes / procedures.
• Distribute workload among 2-4 team members globally, including myself, to ensure all tasks are
completed by their respective deadlines
• Lead on large sunsetting customer project in conjunction with field team to ensure all activities were
accounted for
• Responsible for invoices being issued on time and correctly in accordance with the billing cycle and
contract terms.
• Prepare and distribute reports to other departments for review. Update and extract project related
details from reports to distribute among 50+ customers
• Research ERP system and document scanning systems for specific orders to confirm if we had all
documents to complete billing
• Support field team in acquiring all necessary documents to complete billings.
• Adhere to billing terms within customer contracts and bill accordingly
• Continuously working to improve billing processes by communicating with cross-functional teams to
understand their processes and how it relates to billing
• Prepare customer documentation based on contract requirements – Lien Waivers, Payment Claim
Letters, etc.
Rogers Corporation 2015-2017 Chandler, AZ
Customer Service Representative
• Serviced over 100 accounts daily by entering orders, order changes, returns, running open order reports,
etc. as well as run excel based reports
• Serviced clients for 3 different business units – each with unique products
• Created Purchase Orders for Curamik business unit
• Lead representative on initializing and implementing new processes and procures for Float and Endur
business unit
• Point person for the Floats and Endur business unit – added responsibilities were answering website
submission inquires, analyzing inventory regularly, working with factory on bi-weekly container
shipments, etc.
• Determined when supply was low and created new orders for additional supply based off history,
current orders and other criteria
• Invoiced non-product customer orders
• Read blueprints for revision details and for quoting Curamik products
• Created quotes for Curamik and Rolinx business units
• Serve as resource for peers on processes and procedures due to expertise and knowledge including SAP
program
• Initiated return process when returns are requested
• Managed documentation for international shipments including ITAR requirements
Honeywell 2013-2015 Golden Valley, MN
Customer Service Representative
• Serviced over 100 accounts daily by entering orders, order changes, returns, running open order reports,
etc. as well as run excel based reports
• Documented all communications with internal and external customers in Sales Force program
• Sole representative for all Honeywell Building Solution (HBS) branches nationwide for Environmental
Combustion and Controls (ECC) line of business
• Trained customers on web based ordering computer system and new functionality as needed
• Served as resource for peers on processes and procedures due to expertise and knowledge including
SAP program
• ECC point person on researching and implementing resolution on outstanding invoice issues between
HBS and ECC divisions
• Initiated return process when returns are requested for both warranty as well as new/unused product
• Managed documentation for international shipments including SASO requirements
Syngenta Seeds, Inc 2007-2013 Minnetonka, MN
Sales Account Specialist
• Serviced over 100 accounts daily by entering orders, transfers, order changes, etc. as well as run excel
based reports and pivot table for clients to help them manage their business
• Tested marketing programs for yearly account reconciliation and new functionalities in SAP and webbased client program
• Trained sales representatives and customers on computer system and new functionality as needed
• Served as resource for peers on processes and procedures due to expertise and knowledge
• Inside contact for 12 sales representatives and over 100 customers for marketing program specifications
• Point person within customer service for all quality and shipping communications and issues including
creating process for recalled product and the communication flow for the process through multiple
departments
• Lead on project reconciling an issue in 2008 with over 1000 customers involved – included
documenting product planted, chemical used and calculating reimbursement based on certain criteria
• Received awards from co-workers for excellent customer service and training techniques
RELS Valuation 2004-2007 Bloomington, MN
Client Line Representative
• Selected as 1 of 5 employees out of 90 for new role due to consistent excellent client customer service
• Answered over 80 in bound calls from client line daily. These were in regards to orders that had higher
priority due to the nature of the order and which required a higher level of detail in the follow up and
resolution
• Managed approximately 300 orders on a daily basis
• Requested by management to call on escalated orders due to timely follow-up needed in such cases
based off client inquiries
• Documented all calls with status including follow-up and resolution
• Received multiple awards from client and co-workers for excellent customer service
APM Representative
• Processed 20 contracts daily for contracted appraisers as well as staff and utility appraisers nationwide
• Updated over 40 appraiser’s demographic profiles in Web Management System submitted through emails and faxes daily
• Corresponded with Area Managers/Appraiser Relations Specialists regarding contracts needing
additional information
• Beta tested for Web Management System roll out to Appraiser Panel Management
• Answered on average 45 phone calls on Appraiser Panel Management and Electronic Document
Interface line daily
• Received award from supervisor for excellent customer service
Fee Variance Representative
• Selected as 1 of 2 employees out of 90 for new role due to excellent attention to detail
• Implemented new process in which specified duties moved from 20 employees to 2
• Made decisions and worked with Vendor Relations Rep and Processing Analyst members to determine
if fee increase was appropriate
Vendor Relations Representative
• Made over 80 outbound calls to both vendors and clients regarding accounts daily
• Managed approximately 350 orders on a daily basis
• Documented all calls with status including follow-up and resolution
• Client contact for all CDMP orders
• Requested by management to call on escalated orders due to timely follow-up needed in such cases
including ones that were not in my designated area
• Trained new employees for similar positions
• Beta tested for Web Management System
• Received award from client for excellent customer service
Education
Robert Morris College 2000-2001 Chicago, IL