Nicole Tompkins

• Confidently works directly with customers/clients and sales in the Midwest.
• Provides support for upcoming, current and past projects. Including review of quotes, pricing questions, inventory availability, order entry, managing long-term orders and shipping information.
• Handles entry of samples including suggesting substitutions as necessary based on availability of both sample and finished good inventory.
• Addresses potential cancellations and offers catered solutions to retain accounts. Recently including an order of $100,000.00 dollars.
• Actively uses CRM, ERP, Warehouse Management, Shopify and all Microsoft applications.
• Joins and leads team calls with Midwest Sales team and Regional Sales Manager
• Takes ownership of customer issues and follows problems through to resolution.
• Trains and supervises new associates on performance-oriented strategies and customer service techniques.
• Collaborates with upper management to improve customer service processes and support structures company wide.
• Reviews repeated issues within operations and business management to solve problems and improve company outcomes.
• Collaborates with marketing department as their main contact to launch and manage promotional activities and campaigns.
• Conducts product presentations for new customer service agents.
• Conducts onboarding presentations for all new employees.
• Selling/promoting of Shopify to sales team
• Selling/promoting of new pilot freight program
• NeoCon-Helps to organize the presentation of products at Gerflor yacht event. Attends socially and helps check in guests from our Architect and Design community.
• Manages 2 major Industry customers/projects generating over $x-millon dollars in sales.

• Was promoted to help manage through the merger of 3 companies.
• Managed 3 teams for 3 companies (2 offsite 1 onsite)
• Created synergies for all 3 companies, aligning and creating best practices from each company.
• Created, documented and implemented strategic / streamlined processes for Gerflor/Connor International Sales, Production & Customer Service
• Created and maintained daily KPI's for all 3 companies.
• Presented at National Sales Meetings
• Visited customers to gain insight and feedback and helped to implement in order to provide superior customer satisfaction.
• Implemented customer visits for my team members to visit their local sales team and customers. providing a better overall working relationship.
• Worked closely with the executive committee, including sales director, marketing director, supply chain director, purchasing director & HR director.
• Worked with management team overseas (HQ)
• Conducted product presentations for new Customer Service Reps.
• Presented Supply Chain overview for new employees.
• Attended Neo-Con events both for Gerflor & Bentley

• Managed the west coast territory & Canada, included working directly with customers, sales reps, agents & sport dealers.
• Handled all incoming orders, inquiries & calls.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor as necessary.
• Launched and managed private label LVT program for Bentley Mills. This included meetings with VP of Business Development for their LVT line, working directly with both Marketing teams to secure their sample program, binders and processed all orders as well as maintained open orders/projects.

• Provided superior customer service and support to over 9,000 individual members and 2,500 sleep centers through written and verbal communication
• Sought and proposed new revenue sources based on market climate and member feedback. Ideas included a new product which generated $30k in net profit within 48 hours
• Utilized professional and persuasive communication skills to promote association services to members and prospective users, resulting in a $130k increase in revenue from previous year for one service
• Coordinated production of the society booth at SLEEP 2012 Annual Meeting which generated over $50k in product sales
• Addressed a gap in membership benefits by proposing the translation of existing literature into Spanish
• Produced and designed informational and promotional emails specific to needs of current and prospective members
• Collaborated with various departments on development and marketing of new products and services

• Maintained high level of accuracy and attention to detail
• Processed all incoming check, cash, credit card and purchase orders
• Created invoices with high level of detail to ensure swift payment
• Processed payments on account
• Received all incoming calls and emails related to orders, products, website questions and various online programs with the highest level of professionalism
• Provided support to various departments upon request including switchboard, membership, meetings and accreditation