Sales Customer Service

Bonnie Brecher

*** ******** *****, ********, ** *7869.

Phone: 862-***-**** Email: ****************@*******.***

Client-facing Account Manager with 10+ years of staff management experience

working with Fortune 100 clients looking for a new career opportunity which

will utilize my client relationship building skills in a Sales or Account

Management role.

KEY CORE COMPETENCIES

. Highly effective Team Leader

. Strategic thinker motivated by problem-solving, building

relationships, and creating value

. Performance Management

. The ability to work well with a team, function as a leader, and also

work independently

. Proven Account Management skills

. Strong Appreciation for Superb Customer Service

. Quality Assurance - Flawless Execution, On-Time Delivery, and Follow

Through Skills

. Building Customer Relationships

. Strategy & Vision for Departmental and Company Wide Goals

. Excellent Communication Skills

. Strong Attention to Detail

. Client Contact and Presentation Skills

. Innovation

. Marketing Knowledge - Strategic Planning and Execution Skills

EXPERIENCE

KEY ACCOUNT MANAGER, CitrixOnline, Hoboken, NJ 2009-Present

Citrix Online is a SAAS ( software as a service) company which specializes

in providing remote connectivity tools to consumers and businesses in

order to save them time, travel, and money. .

Responsible for management of key accounts (those with highest revenue

earning value) for Citrix Online. Serve as a main point of contact for

Citrix Online clients to drive the deployment, adoption, retention, and

revenue maximization of their Citrix Online service.

KEY RESPONSIBILITIES

. Drive implementation and deployment of Citrix Online products/services

through its various phases: Planning, Awareness, Knowledge, and

Adoption. Assist management by sharing best practices, identifying new

opportunities for client services to add value, etc.

. Develop strong customer relationships and further penetrate assigned

accounts. Apply full understanding of applications; respond to

customer requests for additional service to result in continued

revenue generation and high levels of customer satisfaction.

. Proactively review customer requirements and refine metrics for

retention and management activities including research, reporting and

analysis on utilization, risk evaluation and identifying other

customer-relevant information.

. Maintain consistent and effective proactive communication with

clients, sales executives and other sales support team members. Apply

thorough understanding of unique customer requirements to ensure

prompt issue resolution achieving maximum client satisfaction.

. Demonstrate extensive knowledge of internal tools for documentation

and reporting. Participate in the creation of reporting criteria

and ad hoc report generation.

. Provide data and make recommendations regarding customer/markets to

support management decision making.

SENIOR ACCOUNT MANAGER, MARKETOOLS INC, Florham Park, NJ 2006 - 2008

MarketTools is a global market research firm specializing in online primary

survey research.

Responsible for managing accounts providing do it yourself surveys and

panel access to Fortune 100 clients with the goal of assisting them in

identifying market trends and consumer attitudes, test product concepts and

design, and leverage influencers who impact purchase decisions for their

brands. Client roster included senior marketing research/marketing

personnel from companies such as Del Monte, Ocean Spray, Kodak, various

financial and pharmaceutical companies amongst others.

KEY RESPONSIBILITIES

. Ongoing account/relationship management and development for contracted

Fortune 100 clients.

. Recruitment, Set up, and Management of custom panels.

. Weekly survey deployments.

. Provide sample for client created surveys.

. Implement new client subscriptions, providing training and project

leadership.

. Collaborate with the sales team to win new business by providing

expertise on product and pricing for panels and communities.

. Ensure that consistent, accurate and timely communications with the

client were made throughout every project managed.

. Provided on-time, on budget deliverables.

. Provided technical assistance for all clients utilizing MarketTools

proprietary research software.

SR. DIRECTOR, CLIENT SERVICES, CATALINA MARKETING CORP. Saddle Brook, NJ

1994 - 2006

Catalina Marketing is a leading provider of precision-targeted, in-store

marketing solutions for CPG companies in the U.S. and abroad.

Responsible for Managing operations for the Manufacturer Client Service

department for the Northeast and Midwest regions, providing flawless

program execution within specified deadlines for CPG clients. Coordinated

and strategized with Sales team and clients in order to design efficient

and successful program designs while meeting their objectives. Responsible

for developing and implementing departmental strategies and goals.

KEY RESPONSIBILITIES

. Support the achievement of departmental initiatives, ensuring team

provides exceptional project management.

. Execute flawless marketing programs on the Catalina Marketing network.

. Leverage Catalina's database to provide marketing solutions to meet

client objectives.

. Analyze and improve clients' marketing strategies with special

emphasis on behavior based marketing.

. Provide timely communication of quarterly initiatives as well as

perform quarterly performance evaluations

. Develop and manage annual departmental budgets.

. Identify, create, and implement plans to improve key areas of process

improvement.

. Manage Regional Client Service Department including:

-Monitor productivity and workflow of entire staff

-Ensure complete, timely, and accurate program set-up and

execution

-Address employee relations issues as needed

. Ensure thorough training of all related job functions for new and

existing employees and Directors of Business Development.

. Provide leadership to Client Service team through mentoring,

consistent feedback, and coaching.

. Serve as resource and lead contact for Sales and Client Service for

all issues and initiatives.

. Assist Sales team with revenue forecasting.

. Develop Best Practices for Client Service Department.

. Champion new product/application testing and training efforts across

departments.

KEY ACHIEVEMENTS

. Rewarded for highest quality rates on program execution.

. Provided successful marketing promotions for major CPG companies

including:

M&M Mars, Campbell Soup Company, Unilever/Bestfoods, Procter & Gamble,

Pepsi, Phillip Morris USA, Kraft-Nabisco, The Dannon Company, Hershey

Foods, Wyeth, Johnson & Johnson, Novartis, and Pfizer.

. Promoted 5 times.

. Recognized for highest employee retention rate in division.

. Acknowledged for outstanding hiring and training skills.

. Executed and managed successful promotion strategies for approximately

$120MM annually.

. Developed 30-60-90 day training program for Client Service department.

. Exceeded budget goals every year by at least 5 %- 20%.

EDUCATION

B.S. Marketing - Long Island University, C.W. Post Campus, Greenvale, NY

COMPUTER SKILLS

Proficient in Microsoft Office Suite

Salesforce

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