Experience

J&L Marketing, Inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Key Account Coordinator

  • Oct 2003 - Present

  • Direct and mange projects from inception to completion • Define project scope, goals and deliverables that support business goals in collaboration with senior management and the client • Build timelines and hold each stakeholder accountable to deliverables • Communication with internal teams and external OEM representatives • Communicate expectations to team members and stakeholders in a timely and clear fashion • Set and continually manage project expectations with team members • Delegate tasks and responsibilities to appropriate team members • Identify and resolve issues with the current process • Develop & deliver progress reports, proposals, requirements documentation and presentations • Proactively manage changes, identify potential crises, and devise contingency plans • Conduct evaluations and create a recommendations report to identify successful and unsuccessful elements, utilize evaluations to improve projects Show less



SHPS, Inc

• Customer Service Supervisor

  • Jan 1992 - Oct 2002

  • Managed daily responsibilities for a call center customer service staff • Coordinated and analyzed workflow and staffing needs • Monitored attendance and phone/processing quality • Assisted in the development and implementation of new technology • Attended client conference calls and traveled to client meeting for presentations and planning • Planned and designed training classes and materials for new staff and yearly open enrollment • Assisted in coordination of IVR/WEB scripting, testing and enhancements • Analyzed and reviewed automatic Call Distribution statistics to determine scheduling and training • Wrote annual performance evaluations and provided coaching and counseling • Handled escalated calls/issues Show less