Customer Service Sales

Kellie A. Malo

*** ******* ******, *******, ************* 01516

774-***-**** ***********@*******.***

http://www.linkedin.com/in/kelliemalo

Summary

Customer Service focused professional in leading a cross-functional contact

center consisting of 70% inbound sales and 30% general customer support for

B2C and B2B product lines. Self-motivated, results-oriented professional

with demonstrated success at advocating for customers and ensuring

appropriate and ongoing two way communications between marketing, staff,

and customers.

Leadership/Management

. Managed customer focused service team of 30.

. Managed entire process of moving internal customer service group (phone,

email) to outsourced vendor - including training new customer service

team, logistics, budget management, etc.

. Motivated team to cross sell/promote new products with each inbound sales

call to increase revenue for product lines.

. Increased efficiencies by decreasing non-productive time by 68%, call

abandonment rate by 42%, and average talk time by 10%.

. Managed outsourced contact center and remaining internal agents serving

four languages.

Customer Focus

. Collaborated with department managers to ensure transparency of

information related to customer issues and policy changes to best support

customer retention and growth.

. Ensured customer satisfaction by taking ownership of sensitive customer

issues and high volume customers while leveraging available resources to

provide accurate and timely resolutions.

. Created greater brand awareness of organization and customers to provide

first-rate customer service experience with outsource vendor.

Online Marketing Strategy and Execution

. Collaborated in growth of website to 1M unique visitors over two years.

Efforts focused on growth from viral marketing, customer feedback

analysis, email marketing and other creative low-cost marketing

strategies.

. Grew traffic 30% by leveraging optimized landing pages and pay per click

search engine ads.

. Developed and launched marketing related projects including search engine

optimization (SEO), online advertising, and content partnership

development.

. Grew lead generation through list purchases, tradeshows and opt-in

newsletters.

. Conducted competitive research and presented to management.

. Improved user experience by mapping customer touch points.

. Developed and launched online customer feedback surveys.

Experience

The First Church of Christ, Scientist

The Christian Science Publishing Society, Boston, MA 2002-2010

Customer Contact Center, Director (2004-2010)

Led and inspired a team of 30. Over a three-year period decreased budget

by 30% through 28% staff reduction, while serving same incoming call

volume.

. Successfully transitioned customer service department to an outsource

vendor over an18 month period.

. Developed exit strategy to ensure the least amount of customer impact

while achieving budget requirements.

. Increased customer retention by 10% by implementing best practices of

the customer experience.

. Improved customer satisfaction by 20% while advancing employee

development, opportunities, and satisfaction.

. Maintained 98% staff retention with onsite professional development

programs such as training and one-on-one coaching in a typically high

attrition department.

. Facilitated customer/member communications for consistency in tone and

information along with educating the organization on the volume of

outbound communications being sent.

. Initiated post-call survey customer satisfaction program giving customers

the ability to provide immediate feedback.

Marketing Assistant Manager, Spirituality.com (2002-2004)

Marketing professional with experience in traffic growth including search

engine optimization, viral marketing, and customer feedback programs.

Collaborated with internal clients to identify and develop programs to

improve customer satisfaction and retention.

. Managed relationship with PR firm and $700K marketing budget.

. Responsible for keyword optimization including adding landing pages to

drive web traffic.

. Identified content partnerships to broaden customer base.

. Built and fueled customer evangelism (feedback panels, promotional

materials for sharing, etc.).

. Researched and analyzed data for product marketing, vertical market

identification, and lead generation programs.

. Manage designers during the development stages for on-line banners and

print ads.

. Produced weekly, monthly and special holiday newsletters to promote web

site activities.

. Reported weekly and monthly on progress on marketing activity which

included web analytics

Automatic Data Processing (ADP), Waltham, MA 2001-2002

Sales & Marketing Associate

. Developed pipeline of potential customers for sales growth.

. Nurtured customer relationships to increase sales and customer

satisfaction.

. Increased awareness of services offered by making over 100 outbound

calls per week.

SmartTime Software, Framingham, MA 1999-2001

Marketing Coordinator

. Developed lead generation through list purchases and tradeshows for

sales team.

. Researched customer needs and competitor positioning to inform

marketing team strategies.

. Maintained customer relationship management (CRM) database including

training staff on the importance of updating information.

. Identified tradeshows that would maximize brand awareness and

organizational growth including how to reach customers.

. Coordinated tradeshow activities including identifying promotional and

marketing materials, collecting potential client information to grow

sales pipeline and logistics: booth, travel, vendors, etc.

. Managed Users Group Conference including assisting with program

development, communications, customer engagement to improve customer

retention, identify venues and manage budget.

Education

Master of Business Administration, Assumption College, Worcester, MA GPA

3.7

Six Sigma Green Belt

Customer Experience Management Certified by Strativity Group

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