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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Smyrna, TNSUMMARYSeasoned professional with 17 years at Ingram Content Group, excelling in customer support and account management. Spearheaded process enhancements, CRM tracking, and BI tool implementation to elevate client relations and drive growth. Seeking Customer Advocate role to leverage extensive customer service expertise, project management skills, and a proven track record in fostering client success. WORK EXPERIENCEIngram Content Group La Vergne, TNProject Manager Oct 2022 - Present Establishes and adheres to project timelines, coordinating with cross-functional teams to achieve on-time completion. Manages deadlines effectively, ensuring smooth progression and timely delivery of project objectives. Customer Support Specialist 2021 - 2022 Provided comprehensive customer support, ensuring seamless communication and problem resolution between clients and sales representatives by effective utilization of CRM platforms, including ZenDesk and Salesforce. Enhanced operational efficiency and customer satisfaction by integrating Business Intelligence (BI) tools, facilitating prompt response to customer inquiries and contributing to revenue growth. Facilitated the onboarding of new publishers through the Ingram Ignite program, achieving an annual growth rate of approximately 30% in publisher acquisition. Identified and resolved process bottlenecks, consistently striving to improve service delivery and meet evolving client requirements.Senior Client Services Representative 2017 - 2021 Facilitated customer training and onboarding through various digital platforms, enhancing client experience and satisfaction. Resolved distribution issues for clients, contributing to an uptick in title and metadata submissions and a corresponding increase in orders and revenues. Developed and executed a comprehensive training program for new team members, promoting knowledge growth and operational efficiency. Managed and improved the process for integrating new VitalSource titles into the Lightning Source catalog, ensuring accuracy and availability.Account Representative Periodicals 2014 - 2017 Managed relationships with publishers and distributors, securing new titles to enhance the product catalog. Facilitated order processes, contributing to sales growth and surpassing annual targets for catalog advertisement revenue. Streamlined distributor operations by introducing process improvements, thereby enhancing promotional sales opportunities with national accounts and independent publishers. Client Services Coordinator Author Services 2012 - 2014 Developed and refined order processing procedures, ensuring efficient handling of manual and contractual orders, and prepared comprehensive reports for both publishers and internal stakeholders. Coordinated with IT to execute system enhancements and actively contributed to initiatives aimed at improving customer interaction, resulting in heightened customer satisfaction. Content Acquisition New Account Sales Representative 2010 - 2012 Managed the full lifecycle of client acquisition by setting up an average of 300-400 accounts monthly, ensuring meticulous tracking and documentation of all contracts. Streamlined contract administration by effectively sorting, applying, and reviewing agreements for new and ongoing accounts across various channels, including mail, fax, and email. Client Services Representative 2007 - 2010 Managed a diverse portfolio of publishing clients at Ingram Content Group, providing exceptional support and guidance through order processing, issue resolution, and proactive account management to ensure client satisfaction and retention.EDUCATIONAquinas CollegeBachelor of Science, Business ManagementNashville, TN2010WGUMBA, IT Management (Project Management)2024CERTIFICATIONSVolunteer, Junior Achievement of Middle Tennessee 2017 Volunteer animal liaison and foster, Williamson County Animal Center 2019 - 2021 Animal care volunteer, Metro Animal Care and Control 2022 - Present SKILLSSalesforce Qlik CoreSource Microsoft Office Oracle ZenDesk SmartSheets Strong Organizational Skills Effectively Handle Multiple Tasks Simultaneously Ability to Acquire and Apply Knowledge Rapidly Training and Procedural Implementation Strong Organization and Planning Skills |
