Experience

WorkProud

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Experience Manager

  • Dec 2016 - Present

  Manage all client to company communications, touch points, and experiences relating to the day-to-day operation of client programs. Organize, plan, and train the Client Service department to ensure optimized interaction with clients to meet or exceed expectations and, thus, increase customer satisfaction, loyalty and advocacy. Manage all client to company communications, touch points, and experiences relating to the day-to-day operation of client programs. Organize, plan, and train the Client Service department to ensure optimized interaction with clients to meet or exceed expectations and, thus, increase customer satisfaction, loyalty and advocacy.



Online Rewards

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Services Manager

  • Dec 2013 - Dec 2016

  Played a critical role in the operations and management of the Client Services team. Executed and oversaw all team processes and policies in order to ensure the highest level of client experience on a global scale and around the clock. Hired, trained, and managed a rapidly-growing team and took ownership of team performance and initiatives. Worked in a cross-functional capacity with both internal teams and clients to quickly and effectively resolve issues and promote continuous improvement.

• Senior Account Executive

  • Dec 2011 - Dec 2013

  Oversaw the management of recognition programs and worked with client stakeholders to understand business objectives and specific program goals and outcomes. Provided thought leadership, insights and perspectives that supported client initiatives and aligned services with client needs. Maintained and grew annual revenue and profit targets for assigned clients by translating challenges into growth opportunities. Analyzed the performance of the Company-Client business relationship through analytics models and performance metrics at formal quarterly business review meetings. Established tactical and strategic priorities and strategies to achieve those goals. Managed the relationship and communication with assigned clients throughout the implementation process. Stayed connected to internal teams, monitored progress of ongoing projects, and helped to address and resolve any issues or problems that arose. Show less

• Account Relationship Manager

  • Dec 2009 - Dec 2011

  Served as a first point of contact for day-to-day service delivery on assigned clients. Established and maintained strong client relationships. Determined the proper escalation path of all client matters and issues to ensure an outstanding client experience. Knowledgeable of Online Rewards' full suite of services and comprehensively trained clients on the use of each type of service. Independently maintained current day-to-day service deliverables, while assessing client needs for up-sell opportunities. Show less

• Customer Support & Reward Fulfillment Specialist

  • Dec 2008 - Dec 2009

  Utilized knowledge of the internal workflows within the Online Rewards organization to independently assess end-user issues and resolve or route them properly. Responsible for assisting the end-user with all fulfillment and program related issues, triaging all support ticketing, and managing the daily support ticket flow. Broad understanding of programs, product catalogs, suppliers, and supporting technology. Gathered user information, documented end user issues, and provided high-level information on how to manage problems. Utilized high-level of knowledge to create new suggested content for templates, customer specific solutions, and frequently asked questions to assist with future reported issues. Show less



Proforma N & M Communications

• Bellevue, Kentucky

• Customer Service Representative - Inside Sales

  • Jan 2008 - Dec 2008

  Built and maintained customer relationships. Sourced products to support customer needs. Monitored scheduled order delivery dates to ensure timeliness and expedite deliveries as needed. Entered customer and vendor data, processed orders, submitted prepay requests, and invoiced clients appropriately. Coordinated supply orders and shipping details with wholesale vendors and courier services as needed. Worked closely with outside sales representatives on customer issues regarding sales, inventory, and logistics. Show less



John Gray Awards Company

• Cincinnati Area, KY

• Merchandising Coordinator|Administrator

  • Jan 2006 - Jan 2008

  Sourced and purchased products for corporate service awards programs. Queried Microsoft Access database daily in compiling sales reports. Analyzed sales reports in order to prepare best merchandise presentations of awards. Utilized cost-based formulas to determine pricing and update vendor prices and sell prices as needed. Managed Purchase Order and Inventory data using Macola ERP. Submitted credit applications to vendors, set up accounts, and maintained strong relationships with vendors. Introduced new product lines and handled the Luxottica Retail Legendary Customer Service program. Show less