Experience

Cars.com

• United States
• Internet Publishing
• 700 & Above Employee

• Manager, Customer Care

  • Mar 2015 - Present

  • Manage a team of Customer Care Specialists• Recruit top talent, interview candidates, and on-board, train and mentor newly hired employees and peers• Evaluate workflow and assess internal processes to prioritize efforts that support the business’s goals• Develop all levels of Customer Care through daily coaching, guidance and support• Provide monthly evaluations and quarterly reviews to all direct reports • Ensure customer satisfaction by holding employees accountable for their efforts in achieving and surpassing service level agreements and key performance metrics• Monitor each team member’s ability to provide timely customer support and quality responses to all inquiries• Empower employees to deliver industry insights and online advertising recommendations that optimize the customer’s experience• Create new award programs that support business initiatives, and promote an enjoyable, productive and engaging work environment • Oversee weekly team meetings to inform employees of process changes, department performance and company endeavors• Analyze data and make recommendations for developing performance metrics that quantify the team’s impact • Recommend and implement processes, technology improvements and automated strategies by working cross-functionally with both internal teams and external vendors • Provide any necessary direct support for customer bases, including consumers, Dealerships and Cars.com Sales Leadership as it relates to the support of their unique needs• Collaborate with peers and cultivate cross-departmental relationships to understand opportunities across the business that drive performance and support company initiatives

• Team Lead, Account Management

  • Jan 2014 - Mar 2015

  • Supported Leadership by supervising a team of Account Managers (AMs) as they serviced and retained accounts • Tracked daily efforts and shared team productivity with Management to allocate resources, determine areas of opportunity and highlight individual successes• Provided coaching and feedback to AMs on a daily basis, both individually and in group forums• Utilized quality assurance techniques to review and analyze consultative calls and evaluate customer reach• Created and updated department resources, assessed departmental challenges, collaborated with peers, and proposed action plans for process improvements• Led weekly meetings and built agendas that outlined core initiatives, priorities, resources and job aids • Interviewed applicants, assessed potential and talent, and recommended suitable department additions

• Senior Account Manager, Major Accounts

  • Jun 2013 - Jan 2014

  • Managed, audited and consulted 170 Cars.com Major Account dealership clients• Communicated company initiatives from internal departments to external representatives • Provided prompt and thorough customer service to Major Account Sales Representatives, Directors and Executives • Created custom executive reports to support the goals of Sales Representatives and help determine key areas of opportunity, inclusive of comparative analyses of competitive stores and regions• Completed company-offered courses, collaborated on team initiatives, provided colleagues with helpful suggestions and tips for efficiency, and received the Cars.com Company All ‘2013 Director’s Award’

• Account Manager, Dealer Experience Group

  • Jun 2012 - Jun 2013

  • Managed 180+ customer accounts by evaluating online advertising efforts, tracking performance, providing informative reporting, offering insights on industry trends and recommending improvements for online presence and competitive exposure • Communicated weekly company objectives to Sales, and fostered client relations to assist in Sales retention efforts • Created monthly/yearly ROI reporting, including executive reports, to help Sales Representatives better communicate the value of Cars.com products to customers• Trained customers and colleagues on company products, resources and processes, pro-actively shared best practices and reporting techniques with fellow teammates, and received eight different notable employee awards



Meltwater

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Media Consultant

  • 2011 - 2012

  • Researched leads and evaluated prospects to contribute to company growth, conducted B2B sales, and ensured client satisfaction through service support • Led daily consultative sales meetings with potential clients to determine which comprehensive online media monitoring package would best enhance the client’s marketing communications and strategies • Researched leads and evaluated prospects to contribute to company growth, conducted B2B sales, and ensured client satisfaction through service support • Led daily consultative sales meetings with potential clients to determine which comprehensive online media monitoring package would best enhance the client’s marketing communications and strategies



THE MART

• Real Estate
• 100 - 200 Employee

• Marketing & Leasing Coordinator

  • 2009 - 2011

  •Retained all responsibilities of previous position and accepted additional duties to support the Leasing Team•Prepared/presented leasing spaces, created/proposed sponsorship packages to maximize tenant exposure, edited/tracked leasing proposals for tenant acquisition to diversify the resources available at The Chicago Market•Executed call campaigns, conducted Buyer Relations programs, evaluated buyer satisfaction, and engaged new buyer attendance with incentive and travel packages•Conducted buyer relations programs, ensured buyer satisfaction during market visits, and engaged new buyer attendance by suggesting incentive proposals and travel packages, crafting invitations and conducting call campaigns

• The Chicago Market

  • 2007 - 2011

• Marketing Coordinator

  • 2008 - 2009

  •Managed marketing efforts, including event planning, special event execution, mass marketing programming, branding evolution, advertising reach, website updates, social media campaigns (across Twitter, Facebook, and LinkedIn), direct mail programs, print and online communications to support sales and leasing efforts, sponsorship opportunities, mailing list acquisitions, and both promotional as well as on-site trade show materials•Researched and collaborated with industry leaders to engage them for speaking events to showcase their insights to help with the continued growth and success of our customers’ businesses•Conducted monthly group meetings with current tenants, day-to-day meetings with prospective clientele, and internal meetings with company departments to ensure event progress and execution



Bob Rogers Travel

• United States
• Travel Arrangements
• 1 - 100 Employee

• Group Travel Consultant/Account Manager

  • 2007 - 2008

  • Designed, pitched and implemented client excursions, and communicated with vendors on behalf of the client • Designed, pitched and implemented client excursions, and communicated with vendors on behalf of the client