Customer Service Manager

Bonnie Roche

Email: *********@********.***

Address: **** ********** **

City: Rochester Hills

State: MI

Zip: 48306

Country: USA

Phone: 248-***-****

Skill Level: Management

Salary Range: 100

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

I am an advocate for the customer. I am a believer that every interaction with a customer results in a positive sentiment about the brand, product or service offered. Whether as a project, product or customer service manager or editor working with authors developing a story, I find the value to the customer and bring that value to the forefront of decision-makers. My passion to learn and understand the world around me makes me a seeker of new business or product ideas. Most of all, I take pride in fact that I can both find value and bring that value to fruition. I am a doer.

SUMMARY: Results-driven professional skilled at generating ideas, formulating strategies and leading

execution efforts focused on the consumer in order to produce profitable solutions.

EMPLOYMENT

Entertainment Promotions, Troy, MI

Known for the Entertainment(R) Membership Book & Entertainment.com, Entertainment is a 50-year leading

provider of discounts and promotions delivering billions in savings each year by connecting national and

local businesses with millions of consumers.

RESPONSIBILITIES & ACHIEVEMENTS:

Sr. Digital Product Manager / Marketing - Entertainment.com June 2010 - Present

Develop and execute strategic initiatives for Entertainment`s digital presence representing $30M annual

revenue.

Day to day ownership and management of the relevant EP consumer products and platforms across all channels

(web, mobile and tablet) - including management & liaison with internal and external contributing suppliers

& stakeholders.

Lead development (definition and delivery) of new EP digital presence & Local Consumer products, and

enhancements to the existing product set, working with other members of the EP Marketing, Local Sales Team,

EP Operations.

Responsible for the end-to-end consumer experience across web, mobile and tablet for EP and Local Portal

Consumer products, inlcuding continuous improvement in customer satisfaction/customer experience

Work closely with the relevant EP teams to optimize performance and engagement

Lead the development of the company`s first ever Product Management Development System defining business

requirements and managing execution efforts; additionally acting as SME on all product related features of

CRM, Publishing and digital platform system development.

Product Content Manager January 2007 - June 2010

Source & grow content (coupon, editorial, social) to increase engagement, retention and back-end revenue for

consumer facing websites.

Managed Affiliate Publishing Relationship augmenting content and increasing back-end-revenue by 125% from

2008 - 2010 with partners such as Amazon, Commission Junction, Linkshare, Performics.

Developed key accounts such as TicketMaster, Dominos Pizza, American Airlines enabling the ingestion &

distribution of coupons to direct and 3rd party audience.

Set content acquisition strategy & implementation process for digital channels, including additional site

features and merchandizing functionality to enhance paid ad performance, increase available paid inventory

by 500%.

Reduced customer service site based issues by 5% in 2010 by implementing cadenced communication &

functionality monitors preventing site outages.

Program Manager - IT Project Management Office August 2005 - December 2006

As business liaison, implemented digital initiatives for web & client based applications.

Delivered on-time and on-budget re-launch of consumer facing web applications. Included requirements

gathering, usability studies, user testing, and project oversight from initiation thru release.

Led successful implementation of Endeca Guided Navigation Search functionality into eCommerce platform

resulting in improved site performance with 150% reduction in search times and 50% reduction in

infrastructure & support resources.

Developed process for a marketing application that ranks, selects and sorts merchant offer content for

inclusion in web and traditional print products.

Trained project teams in Agile Project Management Methodology.

Customer Service Manager April 2004 - August 2005

Managed customer service initiatives via 3rd party and in-house staff; included development of -- IVR, CRM

applications, telephony & infrastructure.

Evaluated/implemented CRM and self-service packages resulting in 90% improvement of call center accuracy.

Migrated functionality from a home-grown system to PeopleSoft. Defined business requirements and set-up

PeopleSoft configurations. This project was released on time to parallel test.

Implemented an IVR solution servicing all lines of business; reducing customer wait time by 25% & $20k

cost-savings/mos with automated cancellations and product registration pathing.

Managed call center training development and execution for management & agents

Project Manager - Web Development January 2001-April 2004

Manager - Project Coordination October 1999 - December 2000

Ensure accurate and on-time rollout and maintenance of all B2B digital products representing over $26M in

revenue. Manage team that supported the development of B2B printed programs for key partners. Managed team

of 3.

Interfaced with clients to outline business goals and vision associated with programs and initiatives and

developing scope with time and cost analysis.. Included over 80 B2B clients.

Provided technical consultation on site-to-site integration with development of work plans.

Managed design and development resources.

Elicitated & Documented business logic, creating site flows, wireframes & requirements used in site & app

development for digital properties as well as vendor instructions for offline print materials.

Developed and implemented new or changes to existing processes and tools to successfully complete project

goals simultaneously maintaining team`s ability to staff according to project portfolio size.

Olsten Staffing Services, Portsmouth, NH

Scholastic, Inc - Production Manager February 1999 - June 1999

Re-structured a distributed production team bringing a 6-week backlog current delivering publishing

materials on time and on budget. Worked with the editorial and proofing staff to ensure accurate text

development.

Timberland, Stratham, NH -- Assistant Financial Analyst July 1998 - February 1999

Audited and maintained price requirements of footwear styles for the North American wholesale division

utilizing TBS, managed cash expenditure requests for manufacturing sourcing and logistics and developed

reporting procedures for the month-end closing and other required financial analysis.

EBSCO Publishing Company, Ipswich, MA

Operations Manager 1996 - 1997

Managed team of 80 that createc full text and abstract articles used in print and electronic journal

subscription services.

Fulltext Supervisor 1996 - 1997

Ensured the integrity of the database used to create products by establishing individual and team KPIs that

were monitored and analyzed by team of 3.

Samuel Weiser Publishing, Inc., York Beach, ME

Production Manager 1994 - 1996

Analyzed and tracked production costs, negotiating and securing economical print services.

Pre-press Editor 1992 - 1994

Acquired and prepared manuscripts for publication developing design, copyediting, and typesetting standards.

Worked with freelance staff, vendors, and authors; accountable for the scheduling and quality of all

activities

EDUCATION

Bachelor of Arts, Communications, University of New Hampshire, 1990

Project Management Institute (PMI) Certified Project Management Professional certification (PMP), 2004

SKILLS:

Languages: HTML, ColdFusion, Visual Basic, JAVA Basic Understanding

Applications: Microsoft Business Suite (Word, Excel, Powerpoint, Access, Project); Visio, SnagIt 10;

Coremetrics, Business Objects, Fry OCP (Web Content Management System), Hybris, Endeca, PeopleSoft CRM,

Spredfast, eDialog.

Professional Texts/Organizations:

PMBOK (PMI), BABOK (IIBA); Kabachnik Management Training; Pragmatic Marketing (self-drected); Menlo Agile

Methodology Training

International Institute of Business Analysis (IIBA)

2006 - Present (Board Member - July 2011 - Present;

President SE Michigan IIBA - December 2009 - June 2011;

Secretary June 2006.- December 2009;

Founding Member since 2006.

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