LAURA E.

LUCK
2948 Brook Blvd * Quinton, Virginia 23141 * (804) 337-2118 * llc00262@westpost.n
et
SUMMARY OF QUALIFICATIONS
-Extremely motivated and detail oriented professional with an exceptional record
of successfully facilitating sales, improving productivity, and cost efficiency
and customer satisfaction levels.
-Intellectually and competitively equipped to excel in fast-paced, high-stress w
ork environments and quickly adapt to new tasks and responsibilities.
-Proven ability to streamline departmental procedures and policies, enhancing co
mpany productivity and efficiency.
-Inspire collaboration and excellence company-wide by leading training initiativ
es and demonstrating a tireless work ethic and commitment to success.
-Possess excellent communication, problem-solving and interpersonal skills, esta
blishing and maintaining loyal customer relationships.
-Proficient utilizing Microsoft Outlook, Word, Excel and PowerPoint, Irium, Avan
te and Minitrac.
PROFESSIONAL EXPERIENCE
JUNGHEINRICH LIFT TRUCK CORPORATION Richmond, Virginia Mar
ch 2003 - June 2010
Manager - Customer Service and Sales Support Augu
st 2005 - June 2010
Promoted by the worlds third largest supplier of industrial trucks, warehousing
and material handling equipment to establish the company?s North American Sales
Support Department. Interview, hire and direct a team of up to 10 front-line emp
loyees, ensuring the closing on new equipment sales, the timely processing of or
ders and superior customer service. Coordinate all international and domestic sh
ipping logistics. Oversee the processing of all orders including entries, change
s, returns, shipping and receiving. Manage all daily customer queries regarding
lead times,
equipment availability, modifications and freight quotes. Maintain continual com
munication with parent company in Germany to report on equipment lead times, wee
kly logistical needs and the status of current shipments. Ensure compliance with
all Customs regulations. Conduct PowerPoint presentations with new dealers on s
ales tools.
-Successfully built the Sales Support Department from the ground-up, moving the
Procurement, Inventory Control, Customer Service, Inside Sales and Shipping Depa
rtments into one department that handles 95% of all company business, significan
tly improving turnaround times and customer service.
-Maintained strong relations with German parent company, ensuring their awarenes
s of all domestic
challenges regarding lead times and customer satisfaction.
-Created the Sales Support Department?s procedures manual focused on customer an
d industry specific needs,
allowing all orders to be processed within 24 hours with a customer receipt with
in 48 hours.
-Credited with decreasing order errors from 15% to 3% in just six months, improv
ing order responses from five days to one and minimizing overflow calls to recep
tionist to just 1%.
-Ensured department could handle the dramatic increase in company business from
$2.9 million to $35 million in annual sales.
-Engendered a team-oriented atmosphere focused on achieving daily and weekly goa
ls, heightening team productivity and motivation.
-Established the department?s hands on product training program, enhancing staff
knowledge of all company offerings.
-Suggested to company President a new customer service initiative encompassing p
hone etiquette training.
-Constantly sought out new ways to improve customer service, making regular visi
ts with clientele and monitoring and assessing feedback.
-Assigned a special logistics project by Executive Management, collaborating wit
h logistics partners to coordinate direct shipments from Germany to the company?
s top 15 domestic accounts, reducing transportation costs and improving delivery
times for customers.
-Instrumental in the office-wide implementation of new software.
Sales Coordinator March
2003 - August 2005
Brought on to facilitate the sales process for the company?s Sales Director and
two outside Sales Representatives via maintaining customer relations, processing
orders, procuring equipment and coordinating shipments. Generated equipment quo
tes for dealers. Maintain dealer files including all contracts, correspondence a
nd legal agreements.
-Developed all Sales Department policies and procedures, enhancing efficiency an
d productivity.
BAKER EQUIPMENT ENGINEERING COMPANY Richmond, Virginia May 1
993 - February 2003
Sales Coordinator
Chosen by this provider of material handling and truck equipment to provide high
-level sales support to the Sales Director and Sales Team. Responsible for proce
ssing purchase orders, tracking all orders from initial submittal through produc
tion, coordinating rental fleet deliveries and administering bid and quote reque
sts. Established and maintained strong customer relations, assessing any issues
and determining appropriate solutions. Collaborated with Accounting Manager in t
he establishment of both new and delinquents. Maintained title paperwork and lic
ensing issues for all equipment rentals and sales. Managed the office?s Administ
rative Clerk.
PROFESSIONAL DEVELOPMENT
NEW HORIZONS COMPUTER LEARNING CENTER Richmond, Virginia February 2
008 & February 2009
Microsoft Office Level 2 & Level 3
JUNGHEINRICH LIFT TRuck Richmond, Virginia January 20
09
Financial Services Training
CAREER TRACK SEMINARS Richmond, Virginia February 2
009
Mistake-Free Grammar and Proofreading
CREATIVE SALES SOLUTIONS Richmond, Virginia April 2009
Customer Service Seminar
NORFOLK PORT AUTHORITY Norfolk, Virginia May 2009
Customs Border Patrol ISF 10+2 Training