Manager Customer Service
Resume:
Shannon Cavanagh
New York, NY 10012
**********@*****.***
Profile
Experienced Relationship Manager with focus in loyalty, reloadable and
payroll card products. Accurately and efficiently launched 100+ card
programs into market while assisting clients to identify new market
opportunities. Strong ability to work independently in a client facing role
and also in a team environment. Highly motivated, goal oriented and a
skilled negotiator.
Experience
SENIOR CLIENT RELATIONS MANAGER, META PAYMENT SYSTEMS, SIOUX FALLS, SD 2008-
PRESENT
Managed an onsite relationship with a key client while maintaing a strong
rapport with internal partners, third party vendors, processors and
fulfillment centers
Communicated client objectives and coordinated internal resources for
product development initiatives
Acted as program manager by overseeing the end to end cycle of campaign
implementation
Partnered with marketing teams to finalize compliant marketing material for
all card programs
Served as a primary contact for issue resolution, evaluated SLA reports and
delivered quarterly reports
Maintained thorough knowledge of contractual relationships between parties
Demonstrated thorough understanding of client's business and internal
processes
Monitored an inventory containing 5+ million marketing materials
Ensured account plans aligned with client objectives and interests in order
to exceed the client's expectations
ADMINISTRATIVE ASSISTANT, US BANK, MINNEAPOLIS, MN 2007-2007
Provided a broad variety of administrative and support services to Vice
President of Direct Lending
Collected and interpreted data to produce SLA reports
Coordinated meetings, conferences and composed correspondence as needed
Accurately processed department payroll
Organized and lead charity fund raising events
Developed understanding of client needs and Direct Lending business
processes
ACCOUNT MANAGER/OFFICE MANAGER, PAL MANAGEMENT, MINNEAPOLIS, MN 2005-2007
Supervised customer service agents in a Prepaid Card call center and
managed several client relationships
Recognize potential customers, creating business from existing accounts and
reaching profitability and sales growth
Managed virtual training sessions to educate new and existing
merchant/clients on program rules and industry compliance regulations
Performed due diligence on potential business partners
Assisted clients in documenting workflows and customer service processes
Managed distribution of Card marketing materials and assisted sales
executives in presentation preparation
Communicated policies and procedures, work schedules and project objectives
ACCOUNT MANAGER, PORTU SUNBERG MARKETING, MINNEAPOLIS, MN 2005-2005
Assisted Sales/Account Executives in managing programs and developing
marketing presentations for potential buyers
Responsible for pulling historical sales data, competitive information, and
trend information
Maintained relationships with third party vendors to ensure all retail
merchandise shipments were accurate and timely
Education
University of Minnesota, Minneapolis, MN - Bachelor of Arts, 2003
Skills
Solution oriented manager who thrives working in a challenging environment.
Dedicated to learning industry products and services. Provides support to
clients to ensure program development and products meets clients
expectations. Solid decision making skills while working under tight
timelines. Acute attention to detail, flawless follow up methods and holds
the desire to excel in any given project.
Referrals
Available Upon Request
Contact this candidate