1. ROTRICIA J. MARESETTE
3686 Campbell Creek Circle * Snellville, GA 30039 * (678) 886-1832 * romaresette40@gmail.com
A solutions-oriented account management professional with experience in providing outstanding levels of
service to corporate clients in the global fulfillment industry. My goal is to obtain a position as a team-
player in a people-oriented organization where I can maximize my customer-service experience,
management skills and organizational abilities in a challenging environment to achieve corporate goals.
Able to control inventory levels through effectively forecasting inventory needs. Empowers and coaches
employees to reach performance targets.
Key Strengths:
• Client & Customer Relationship
Management
• Account Retention
• Process Documentation
• Account Management
• Team Building & Leadership
• Problem Resolution
Innotrac Corporation, Johns Creek, GA Sept 1992 - Present
Client Services Account Specialist
• Play a significant role as the key point of contact for Porsche Cars Of North America account,
addressing inquiries via email and conference calls, as well as collating data to produce client reports
and invoices in weekly and monthly cycles
• Managed Bellsouth, Kodak and Sony accounts, liaising closely with clients, vendors, IT and fulfillment
centers to execute orders from start to finish within deadlines and as per client requirements.
• Resolve service issues with shipment delays, purchase order (PO) variances, outstanding POs and
system inventory holds by explaining solutions to clients and coordinating with fulfillment center and
IT team, ensuring adherence to client requirements
• Collaborate cross-functionally with other departments and third-party vendors to meet client requests
• Manage inventory liquidation with fulfillment center, evaluating reported inventory loss to reduce costs
• Coach and mentor account coordinators and account executives, ensuring compliance with
standardized processes and procedures, as well as educating fulfillment center agents to utilize the
in-house order platform
• Develop organized, methodical training materials with clear instructions on policies and procedures
• Create billing invoices for each client account and compile reports on forecast statistics, order
volumes and service delivery statuses
• Plan and manage annual forecast and budget numbers, recording calculations in case of variance
• Update Client Services Director and VP on account status as required
• Manage call center programs, assessing call center reports and liaising with call center management
to improve overall customer service levels
• Generate summary outlines of client activities and account data for presentation to clients as needed
• Coordinated with fulfillment center to deliver services to clients, addressing client concerns and
queries about shipment and billing issues
• Managed daily orders as per performance target
• Managed client accounts and order statuses to proactively resolve any delays in delivery
• Managed reship orders, order cancellations, vendor returns and cycle counts
• Generated weekly and monthly client billing spreadsheets and invoices

2. ROTRICIA MARESETTE Page Two
Purchaser
• Regulate stock inventory levels through purchasing inventory and non-stock items as well as
delivering materials to clients
• Project inventory needs, utilizing database to manage and order products and materials
• Document POs and client communications in internal system
• Track open POs to ensure timely delivery
• Analyze and troubleshoot PO issues, coordinating with vendors to identify weak links and crafting
solutions to expedite delivery to customers
• Manage client expectations by updating them on delivery delays, incorrect orders, damaged products
and potential price adjustments
Account Coordinator
• Updated database with ship confirmations, ran client data reports, conducted daily order processes
for shipments, cancelled orders and monitored orders to ensure timely delivery of service
Call Center Representative
• Responded to client inquiries via inbound calls, resolving complaints and providing status updates
NOTABLE ACCOMPLISHMENTS AND ACHIEVEMENTS:
• Outstanding performance in exceeding expectations of clients. Automated report implementation and
improving overall Client satisfaction.
• Productive innovative thinking with the implementation and management of my new idea to provide
on-site equipment testing, which saves significant shipping and refurbishing costs for clients.
• Dedicated teamplayer as evidenced in project with Innotrac IT department and fulfillment center to
design/develop return entry application that simplifies the process for all.
• Strong output of masterfully-written summaries and reviews that include: periodic reporting to clients
and internal departments, quarterly reviews for client, quarterly accomplishment reports, efficient and
effective recording of all customer transaction.
• Organized a Fraud Prevention process reducing Innotrac’s charge backs by 99%.
PROFESSIONAL DEVELOPMENT
Order Management and Logistics System, At Task IT Project Management System, Warehouse Order
Management System WMOS, Polaris Vendor Management System
PRODUCTIVITY SKILLS
Replenishment and forecasting, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft
Outlook, PKMS