Manager Customer Service

Jodi Wallace

* ******** ******, *********, ** ***72

**************@*****.***, 617-***-****

PROFESSIONAL SUMMARY

Proven Sales and Account Management executive in the software, digital, and

mobile industries that consistently meets and exceeds individual goals and

customer expectations. Demonstrated record of accomplishment in client

retention and increasing client market share through effective relationship

management skills.

PROFESSIONAL EXPERIENCE

Profinity, LLC, Boston, MA

12/10-2/11

Consultant

. Worked with Account Management team to streamline project rollouts and

client deliverables

- Created project overviews and assisted in project scope

. Developed and documented best practices for improving operational

efficiencies within the Account Management team and Profinity

. Used analytical skills to proactively analyze and communicate campaign

performance results with clients and internal Profinity Executive Team

. Assisted Account Management team in driving client launches

- Participated in client launch meetings

. Developed and executed performance improvement tests for current

campaigns

- Designed, implemented and monitored test plans to drive

conversion and revenue

- Monitored campaign performance and identified customer issues

Quantia Communications / QuantiaMD, Waltham, MA

1/08-8/10

Client Services Manager

QuantiaMD is an interactive healthcare website providing physicians

with access to relevant, clinical

content via mobile/smartphones and the web.

. Oversaw all elements of Program Management for Pharma Key Accounts and

Interactive Agencies

- Portfolio included: Eli Lilly, Biogen, Shire, Glaxo SmithKline,

Ortho Biotech, AstraZeneca

- Built and maintained business relationships with clients

- Developed implementation strategies, strategic plans and

marketing requirement documents

- Managed all required legal and regulatory submission processes

- Participated in client status meetings/project reviews on a

weekly basis and technical calls on an as

needed basis

. Developed and delivered analytic reports based on clients'

requirements

. Identified additional business opportunities and worked with Sales

team cultivating opportunities

. Responsible for project resource allocation from implementation thru

go live

. Collaborated with Marketing to ensure forecasts were met

. Worked with physician champions to ensure content was relevant

. Communicated with Product Development on identified new market

trends/requests

TNS Media Intelligence/Cymfony, Watertown, MA

11/05-12/07

Enterprise Account Manager

Cymfony provides market influence analytics by scanning and interpreting

the millions of voices at the intersection of social and traditional

media.

. Managed enterprise client base and public relations agencies using

Orchestra, a web based dashboard that provides real time analysis of

traditional and social media

- Enterprise portfolio included: Pfizer, Eli Lilly and Bank of

America

o 15% upsell for Bank of America thru November, 25% upsell

for Pfizer thru November

o Increased Pfizer contract 23% in 2006, Increased Eli Lilly

contract 15% in 2006

- Other accounts included CNET, LSI Logic and Northwestern Mutual

- Maintained quality client relationships to ensure high level of

renewals within client base

- Worked with clients to define ongoing enhancements and

adjustments to meet their business needs with a specific focus on

cross-sell and up-sell targets and quotas

- Negotiated terms and conditions for client renewals and upsells

. Collaborated with the Analyst team to deliver reports which included

competitive and qualitative analysis

. Provided consulting expertise to identify brands and messages for both

the client and their competitive set in order to deliver analytics on

the people, issues and trends affecting business.

. Educated and assisted clients on the Orchestra Dashboard product.

TripAdvisor, Inc., Needham, MA

Key Account Manager

3/05-11/05

. Managed Overall Relationship of Key Accounts

- Improved volume and quality of click traffic by implementing

merchandising strategies in coordination with Sales, Development

and Content

- Assessed and evaluated client requests for coding changes,

pricing display, teaser text and reports

- Client portfolio included: Orbitz, Expedia, Travelocity, New

York Times, Viacom, Hotels.com, Hotwire, CheapTickets, CitySearch

and Classic Custom Vacations

. Improved Commerce Presentation by Recommending Client Initiatives

- Developed testing and implementation with Merchandising, Content

and Engineering

- Delivered recommendations and expected financial impact of

initiatives

. Identified Up Sell and Cross Sell Initiatives

e-TRAVEL SOFTWARE (formerly Oracle e-Travel), Waltham, MA

9/99-3/05

Account Manager

. Managed the Customer Relationship at Multiple Levels

- Oversaw regular strategy meetings to ensure success of mutually

agreed upon business plans

- Introduced and sold new products and value added services

- Managed software enhancement requests and upgrade activities

- Escalated product issues and customer service issues

- Executed contract renewals

- Client portfolio included: NCR, Cigna, Seagram's, Universal

Studios, Ogilvy & Mather, AOL, Experian, Ameritrade, Invensys,

Time, Keane, Sapient, Adecco and Gentiva Health Systems

. Forecasted and Tracked Transaction Revenues to Ensure Return on

Investment Strategies were on Target

- Consistently met or exceeded all individual quarterly objectives

and year end goals

. Managed the Implementation of the e-Travel Web-based Internet

Application

- Reviewed scope of project, conferred with client on product

expectations, and aligned and introduced team assembled to best

meet needs

- Managed project plans to ensure implementations were completed

within contractual timelines

. Developed and Executed User Deployment Strategies and Change

Management Plans

- Performed product training

- Designed promotional and marketing communication collateral to

increase user adoption

. Assisted Sales With Product Demonstrations, Presentations and RFP's

for New Business Opportunities

EDUCATION

Bates College, BA

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