Account Manager

• Mar 2021 - Present

Customer Service Professional

• Jan 2018 - Mar 2021

• Responds to incoming calls, e-mails and other requests from customers and internal business partners • Communicates with customer to understand needs and concerns • Completes basic item look-up/sourcing and order placement independently or with assistance from Field Sourcing team. Order entry and follow up on those orders. • Oversees maintenance and follow up on stock, indirect, and direct orders • Manages and tracks all back order and open orders • Requests credits and enters returns in a timely manner • Maintains delivery status and order source tracking to ensure successful and on-time delivery • Identifies, monitors and recommends solutions to customer concerns including service failures. • Maintains open lines of communication with external and internal business partners (Sales/Operations/Credit). • Uses product, market and fundamental knowledge in combination with Veritiv processes, procedures and applications to ensure customer satisfaction • Performs other related duties and responsibilities as required or assigned Show less

Campaign Manager

• Jun 2017 - Jan 2018

The Campaign Manager is responsible for management of local automotive dealer digital media campaigns across desktop and mobile. The duties include aiding the sales office in the initial planning, implementation, reporting and optimization of each account in order to ensure expected delivery and client satisfaction. The Campaign Manager is responsible for management of local automotive dealer digital media campaigns across desktop and mobile. The duties include aiding the sales office in the initial planning, implementation, reporting and optimization of each account in order to ensure expected delivery and client satisfaction.

Assistant Store Manager

• Nov 2015 - Jun 2017

•Providing an amazing customer experience, supervising employees, and general administrative duties including, but not limited to, scheduling of employees, on-boarding of new employees, coaching of employees, wine education, and general communication of directives to employees. •Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience. •Offered exceptional customer service to differentiate and promote the company brand. •Have had numerous areas of responsibility including Spirits, Wine, and CES, and Training. Show less

Tier III Team Lead

• May 2010 - Aug 2015

•Partner with three Account Director(s) to be the clients’ main point of contact and go-to person for all assigned campaigns and their respective clients. Work hand-in-hand with the Account Directors to ensure the company’s performance exceeds the clients’ expectations. •Maintain ongoing communication with clients, including addressing questions, following up on requests, and sharing status updates in order to build clients' trust so they view Goodway as their go-to digital media partner. •Represent the clients’ needs and keep their goals and success metrics top of mind. •Internal team builder that keeps processes moving forward by coordinating efforts with Client Services Team Supervisor and their team (Client Manager/Coordinator) to ensure all campaign duties are completed on time and correctly. •Maintain ongoing communication with internal teams, including proactively addressing client questions, following up on requests without reminding, sharing client goals and ensuring that the operational team gets a campaign up and running. •Own and troubleshoot campaign specific issues with internal team. •Ensure campaign details are properly maintained and recorded in internal database (CCMS) and disseminated to the internal operational team. •Using campaign data and supplied software, work with the Media Strategist and Sales Engineer to add insights and tell a compelling story or convey a message to include in client reporting. •Analyze metrics and investigate data outliers to ensure client’s campaign is running at its maximum potential and offer suggestions when the analysis warrants it. •Discuss campaigns metrics with clients and educate them on digital media, performance metrics and successes. •Mentor/train and provide feedback to CCMs and CCCs on potential improvements for relaying their message to clients – this could include changing layouts and graphs used in their client presentations. • Lead our Tier III CM team by providing updates of new processes or tools. Show less

Senior Sales Associate

• Oct 2007 - May 2010

• Assists sales staff by handling routine account queries, generating leads and carrying out administrative tasks required to close sales deals. • Assist sales staff with order entry, billing and production of creative materials. • Receive/review/process all requests for creative work. • Work with design team/resources to fulfill creative requests. • Work closely with sales representatives to ensure advertiser’s needs are fully met. • Provide frequent status reports to the team regarding status of work on all products. • Coordinate fulfillment of Admail/newsletter products. • Train all new hires on all systems and standard operations in our department. • Coordinate new IAB Ad units to our site. Show less

Assistant Manager

• Jul 2005 - Oct 2007

• Manages all center operations in the absence of the senior center manager encompassing: hiring, firing, recruiting, disciplining, training, scheduling, maintaining par levels, payroll submission, ensuring all customer jobs are completed within budget and within established deadlines • Establish performance standards, upholding company standards and procedures, and implementing company initiatives. • Ensure customer service standards are of the highest level resolving issues as needed. Responsible for ensuring center achieves acceptable scores on company service metrics • Plans, organizes and directs the activities of four to fifteen assigned team members. • Conduct both inside and outside sales with potential and existing customers ensuring customer database is current at all times. • Identify new customers by doing quarterly sales blitz and maintain regularly updates with customer data base information • Working closely with the companies National Sales team with setting appointments for them, or setting in on the meetings • Implement strategies for new sale promotions inside center • Ensure account payables are maintained Show less

Stores Shift Lead, Core Trainer, Stores Host

• Jan 2001 - Jul 2005

• Lead shift operations spanning, scheduling, labor and sales management, customer service, human resource functions, maintaining inventory and other administrative work • Responsible for overseeing all training functions including developing training tools, training the trainers and new employees • Lead and teach the team in service and safety models • Embroidery on hats • Lead shift operations spanning, scheduling, labor and sales management, customer service, human resource functions, maintaining inventory and other administrative work • Responsible for overseeing all training functions including developing training tools, training the trainers and new employees • Lead and teach the team in service and safety models • Embroidery on hats

Woodwind instructor, private lessons

• Oct 1999 - Jan 2001

• Teaching students fundamentals of instruments and basic music theory and techniques for clarinet and flute. • Teaching students fundamentals of instruments and basic music theory and techniques for clarinet and flute.