Customer Service Manager

Sherry Booker

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

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

City: Dedham

State: MA

Zip: 02026

Country: USA

Phone: 803-***-****

Skill Level: Director

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Sherry R. Booker

(803) 664 - 4087

*********@********.***

Summary of Professional Accomplishments

Creative, highly motivated business professional with extensive experience and solid achievements in market research, business process design, data management, customer acquisition and data mining. Areas of expertise:

Customer Relationship Management

Customer Loyalty / Promotions

Direct Response Marketing

International Outsourcing

Change Management

Project / Operations Management

Six Sigma Green Belt

Purchasing / Vendor Management

Budgeting / P&L

Customer Service / Troubleshooting

Contract Negotiation

RFP Development / Evaluation

Customer Segmentation

Team Leadership / Development

Ipsos (Formally Synovate Inc.) Chicago, IL June 2011 to Present

North America Director of Respondent Relations

Led the Panel Relations team with the launch of the new panel website. Role of the team was to manage the communications around delivery dates and updated redemption process which streamlined redemption process for the global panelists

Serves on the Special Task Force for Client Services Best Practices. Aim of the task force is to improve the experience and overall process with engaging with clients from start to finish.

Launched Ovation which introduced an additional offering of online vouchers. New system and process reduced the cycle time for panelists from originally receiving their gifts within 4 weeks to instantly. The amount of options to panelists more than tripled which reduced the costs of administrating the fulfillment process by $200,000 also increased retention by 16% percent

Led merge of both Synovate and Ipsos panels which required leading across 5 operations teams and client services. Worked closely with IT to ensure liabilities report remained consistent, converted Synovate points into Ipsos points, managed communications both pre and post merge for panelists participating in tracker studies

Drives and implements marketing strategies on retaining and activating existing members.

Team responsible for managing marketing campaigns for panelists

Oversee strategy and execution for new member enrollment and existing members

Ownership of the consumer support and respondent experience for all global Synovate Panels

Lead a team of 14 global Consumer Coordinators responsible for the planning and execution of enterprise, medium, and smaller targeted projects geared toward supporting the online business and improving current offerings and products (services). The Consumer Coordinators were located in the US, Romania and India markets

Develops and enhances program benefits to increase engagement, including working with promotional partners and developing new opportunities

Owns strategic direction and implementation of new technology with a focus on quality, efficient revenue generation and growth

Continues to manage and forecast a 5.6 million annual budget around Global Incentives

Actively monitors industry best practices and industry trends, including performance metrics and evolving technologies. Continuously identifying KPI`s to serve as the foundation of budget spend and developing forward thinking strategy

Leverage social media on a day to day basis to drive new customer acquisition and increased participation rates among existing consumers. The goal is to extend brand reach and advocacy

Key contributor in the RFP process as a SME for client work requesting the use of panel sample

Ensures legalities of engaging with panelists are in place and up to date

Ipsos (Formally Synovate Inc.) Chicago, IL May 2010 to June 2011

Global Consumer Marketing and Promotions Manager

First improvement made was to switch sweepstakes from checks to merchandise which removed the manual management of issuing checks and mailing them out to panelists. Additional sweepstake improvements were updating the process for efficiency which provided a cost savings of $50,000 over a 6 month period.

Improved the engagement model with panelists. All standard responses driven from eMailtopia were updated and geared towards a 48 hour response time

Redemption and Fulfillment options were improved to allowed self service to panelist which allowed staff to redirect efforts to improving other areas and focusing additional time on queries coming from the panelist

Manages the overall quality control and scope management for all online panel projects

Works closely with web, direct mail, email, advertising, Merchandising, IT to create and implement compelling messaging and offers to generate enrollment

Team manages the day to day activities of loyalty members

Develops and implement the brand`s social media program on Facebook, Twitter, Pinterest, and LinkedIn with engaging content

Defines project scopes, goals, budgets and deliverables; monitor and report on progress of marketing related web projects

Manages relationship with incentive, business solution, and outsourcing vendors

Creation of surveys to understand what to change about current process

Leads team in interfacing with internal teams such as IT, Client Services, and Project Services in day to day tasks and support of panel

Manages retention of consumer panelists through panel management best practices, providing improvements for an overall better experience

Actively manages and forecasts a 5.6 million annual budget around Global Incentives

Develops project plans and manages scope, time and budget

Leads a global team responsible for engaging with panelist and implementing panel strategy. The global teams reside in US, Canada, Belgium, France, Spain, Germany and India markets

Implementation of new brand concept dedicated to website for consumer communication and loyalty program

Creation and implementation of metrics to measure panelist retention, usage, lifetime value, response rate, demographic profiles

Support proposal development, panel strategy, and pricing for online panels

Investigate and implement online panelist incentive program and redemption options including partnerships with outside vendors

Support development and updating of online panelists legal documents including panelist privacy policy, incentive rules, point program terms and conditions

Partners with Panel Operations support to maintain consistency of message, branding and goals

Manages the overall quality control and scope management for all online panel projects

Information Resources Inc., Chicago, IL July 2000 to May 2010

Consumer Marketing Manager (November 2006 to May 2010)

Manage and forecasted $1.7 million annual budget of all loyalty programs including technical development, production of print materials, website tools for calculating incentives and communicating member rewards

Lead development process from design through implementation and management of new consumer-based research products including funding, testing and launch of concepts to meet the needs of clients

Initiate, develop, implement, and evaluate strategies to increase the volume of consumer participation while minimizing expenses

Negotiate vendor costs to achieve budget targets

Create marketing programs to increase and modify customer loyalty

Reduced cycle time for resolving customer service problems from 2+ months to 5 days

Supervise US and outsourced team in India to develop critical resources to meet long-term company goals

Developed and managed creation of web page, voc survey, on-line recruitment survey, email campaign, direct mail campaign, newsletter and brochures

Achieved or exceeded all deadlines and reduced budget by over $20,000. Met response rate of 2%

Panel Management Analyst (June 2002 to October 2006)

Oversaw the capture and integrity of consumer retailer data information

Maintained a complete database of Consumer Package Goods (CPG) stores (outlets) where consumers purchase goods (products)

Tracked the sales trends of consumer data and identified data integrity concerns based on historical trends by retailer name, type and geography

Managed panelist information database structure based on the needs of 50+ clients including altering the database structure and information loading processes to meet the quarterly changes in client needs

Developed and trained manager to take over production

Achieved annual budget ranging from $250,000 to over $1 million

Achieved Panel expansion 2006 new recruit goals of 23,500

Conducted supplier searches and solicited proposals for new initiatives such as on-line lead generation

Green Belt project- Increased scanner installation rate by 20%

Incentive Marketing Specialist (July 2000 to June 2002)

Implemented a more accurate and efficient rewards fulfillment process to enhance consumer satisfaction

Coordinated promotional programs for internal clients and various consumer-based research projects

Tracked and maintained the inventory levels of rewards to ensure sufficient stock for fulfillment

Produced accurate reports for senior management on a bi-weekly, monthly and quarterly basis

Sam`s Club Warehouse Chicago, IL June 1997 to July 2000

Manager - Front End

Managed 15+ front-end workers including supervisors, cashiers, and customer service representatives; handling membership sales, refunds and special orders

Resolved customer problems

Coached front-end supervisor in promoting / supporting associate development to better serve customers

Generated weekly cash office reports, handled cash, checking and deposits

Education

Bachelor of Arts, History, University Of Arkansas, Pine Bluff, AR 1997

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