Sales Customer Service

Lauren McHale

** *** **, **********, ** 021**-***-*** 1685 ************@*****.***

Education

Simmons College, Boston, MA, Master of Science, Communications Management May ‘09

Studied summer semester of ’08 at American University of Rome

Norwich University, Northfield, VT, Bachelor of Arts, English ‘01

Experience

Harvard Business Publishing, Watertown, MA August 2003-March 2009

Assistant Manager, Higher Education Sales Operations 8/08-3/09

• Managed the operations of the sales group of 14 people in their day to day activities, including: communication to and from

product development, marketing, and customer service departments to Regional Sales Managers.

• Helped develop and maintained customer relationship management tools, and management of developmental enterprise level

programs and coordination of Higher Education services.

• Ensured trafficking of all product issues from both the Sales and Customer Service sides into Product Management by

gathering minimum tech information from Tech Support and/or Regional Sales Managers necessary to troubleshoot an issue.

• Created and improved the communication process between the product group and sales team by formulating weekly product

bulletins.

• Managed the Sales Force Automation tool and associated processes--keeping records maintained and up to date, assisting

reps with questions and technical problems.

• Directed the process for capturing and distributing sales leads, maintained sales document library, and established and

maintained campaign workflows.

• Delivered the final transition of SalesLogix to Oracle project including taking over as subject matter expert of all sales-

related Oracle components.

• Accurately maintained the Contract & License Accounts Matrix provided the most up to date information particularly

reporting and invoicing status.

• Developed and maintained relationships with client accounts with such schools as Fairfield University, Quinnipiac College,

Albertus Magnus, Clark University, Simmons College, U Mass Lowell, WPI, Southern NH U, URI

• Built processes associated with the Sales Force Automation tool by keeping records organized and up to date.

• Coordinated and maintained a sales calendar of product launches and events.

Sales Support Coordinator, Higher Education Sales 8/05-07/08

• Responsible for supporting Higher Education sales and distribution teams by coordinating back office sales operations,

managing information resources such as the Academic Online Kit and the SalesLogix library.

• Provided superior customer service, product knowledge, and solutions by proactively pursuing the customers’ needs.

• Assisted in sales and distribution through coding departmental invoices, ensuring that marketing collateral area is well

stocked and collating collateral and sending it out for sales trips.

• Contributed with sales campaigns, power point presentations, and maintenance of curriculum map demo sites.

• Trained the sales representatives on sales and ordering systems.

• Planned any of the events within the department. Events could include up to 100 people.

• Directly supported European and Singapore Regional Sales Management in key accounts which included itinerary planning

and scheduling support, collateral/material delivery, and pre-visit communication with faculty.

Senior Sales Service Consultant, Customer Service 8/03-08/05

• Field inbound sales inquiries from corporate and academic customer base

• Generate sales leads and cultivate customer relationships by participating in Customer Loyalty Initiative

• Process orders received via phone, fax, Internet, and e-mail

• Coordinate with finance, production, and sales departments to ensure satisfactory customer experience

• Communicate knowledge of all HBP product lines, including Press books, eLearning modules, case and article collections,

and subscriptions

• Prioritize customer needs and expectations along with demands of high-volume call center environment

• Train new-hires on customer service phone skills

• Provided support for Corporate Account Managers, Academic Key Account Managers and Strategic Relationship Managers.

Sharp Memorial Hospital, San Diego, CA 02/03-6/03

Patient Access Service Rep

• supported the departments of Radiology and Surgery Center.

• responsible for arriving patients to their appointments, requires updating all of their info in IDX computer system, calling

insurance companies to ensure patient is still eligible, required to get referral numbers and claim numbers from insurance

companies, often collected co-payments or payments for people who had no insurance.

• required to have knowledge of the types of exams and procedures that take place in the radiology and surgery center

departments and answered patients questions regarding them.

• pre-verified patients insurance in the surgery center to make sure their insurance would cover their surgery cost.

• knowledge of Local, State & Federal regulations governing registration/billing activities, including JACHO, Title 22,

Medicare & Medi-Cal regulations.

Computer Skills

Proficient in MS Office ’07, ’03, Oracle database, Sales Logix, CAMs, Adobe Dreamweaver, Saba, Docent and Forio Learning

Management Systems, proficient in web based research

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