Mary Ellen Malone is seeking a new position leveraging her diverse experience in customer service, client management, critical thinking, and communication skills. She has over 15 years of experience managing national customer accounts and building partnerships for companies like Cummins Inc. and National Recoveries Inc. Her experience also includes store management, marketing, collections, and technical writing. She is proficient in Microsoft Office programs.

1. 934 94th
Ave NE, Blaine, MN 55434  763-614-9355  maryfroghopper@yahoo.com
Mary Ellen Malone
Objective
I look forward to leveraging my diverse experience in customer service and client management,my
talents for criticalthinking and problem solving, and my communication skills to a new challenge.
Experience
Jan 2010 - Present Cummins Inc. Shoreview, MN
Senior A ccount Specialist Managing National Customer A ccounts
 Proactively develop and manage strategy and partnerships to expanded services solutions for national
customer generator services while preserving the integrity of any possible conflict of interest.
 Co-lead in the development of a continuous improvement strategy forthe crossBU Cummins Customer
DisasterResponse Plan in support of the Cummins distributors and Cummins customersnationwide in
all criticalsituations.
 Prepare and negotiate RFP’sthrough the contractphase continuing the effortthrough contract renewals
for assigned customers.
 Proactively build partnership relationships with Cummins distributors while supporting the customer
relationship at the localdistributor level.
 Key contributor to rebuilding damaged customerrelationships atthe corporate leveland field
management levelnationwide.
 Managing the nationalgenerator service through completion and customer satisfaction acting as an
escalation point as needed to resolve customer disputes.
 Provide service quotes to customer field management for approvalwhile auditing the pricing to insure
compliance to the contracted pricing.
 Manage the assigned customerinvoicing and accountsreceivable.
 Manage customer processesand expectations to provide customer service and support excellence.
Oct 2007 - Dec 2009 Cummins Power Generation Inc. Fridley, MN
Lead A ccount Coordinator
 Instrumental in streamlining and documentingprocesses.
 Developed proceduresthat would enhance distributor and end customer satisfaction.
 Continually strived to strengthen trust levels and promote partnership relationships interfacing with
customersfocusing on totalrelationship between distributor/customer needsand wants.
 Lead invoicing/month end processing upgrade to R12 serving as Metrix expert.
 Responsible for accurate and efficient processing of alldistributor invoices from their arrivalthrough the
payment and billing process.
 I initiated monthly CSE award fordistributorsand developed it to an annualCSE ofthe year award
presented by the DBU.
Oct 2006 - Oct 2007 Cummins Power Generation Inc. Fridley, MN
Technical Writer
 Worked on a re-branding project to bring salesand marketing materialup to date and convertfrom Onan
to Cummins Onan.
 Created templates,updated graphicsand designed them according to established Cummins standards.
 Performed style checks and production tasks as needed to apply information to my created templates
from Onan pre-established specification sheets,accessories,manuals,etc.

2. 934 94t h
Ave NE, Blaine, MN 55434  763-614-9355  maryfroghopper@yahoo.com
Mary Ellen Malone
June 1994 – Oct 2006 National Recoveries Inc. Coon Rapids, MN
National Sales and Marketing Manger
 Nationalaccountmanager forcolleges/universities regarding federally regulated student aid and
institutional loans.
 Enlisted new clients from cold calling through contract signing,
 Developed all marketing programs and design allmarketing materials,
 Wrote responsesto RFP’s (request forproposals)with a 70% successrate.
 Monitor ClericalStaff, (inputting accounts,payment posting,and client profiles),
 Reviewed debtor accounts and collector efforts.
 Initiated the Scholarship program giving back 5% of profit to each client’sgeneralscholarship fund.
Additional Experience
June 1991 – Jun 1994 The Gaughan Companies Coon Rapids, MN
Receptionist / Collections
 Directed Incoming Calls.
 Collection of Delinquent Accounts(developed in-house collection program and created letterseriesfor
delinquent debt),Hired and monitored Collection Agency,
 I represented the company in smallclaims court fortenant breach of contract agreement.
 Miscellaneous duties included:ordering supplies,writing contractsand lettersfor president,commercial
property manager,and senior property manager.
 Enlisted by the lead residentialand commercialproperty managersto develop and implement marketing
promotions individually and through partnerships with relative associations.
Sept 2004 – Dec 2007 Tanberk Inc. Golden Valley, MN
Store Manager
 Recruited,hired,trained,and coached 10 – 25 associatesat a time including support managersin a retail
environment
 Drove store salesprofitably through the analysis of sales/operating costs/payroll/inventory statistics and
the development and implementation of improvementinitiatives including theft reduction and sales
technique training.
 Our store won the mallaward for highestsalesincrease persquare foot for two yearsrunning.
 While I managed this store we won every contest held by the corporate office.There were a totalof 38
stores.
Education
1995 Anoka Ramsey Community College Coon Rapids, MN
Microsoft office programs
HSD - 1969 Columbia Heights High School Columbia Heights, MN
References
References are available on request.