Project Manager Customer Service

CONNA ROGAN

Carrollton, TX ***** ? 214-***-**** ? **********@*****.*** ?

www.linkedin.com/pub/conna-rogan

PROFESSIONAL PROFILE

. Experienced Account Executive/Project Manager with

more than a decade of demonstrated success managing

Direct Response Marketing and Fundraising

projects/campaigns, primarily within the Nonprofit

Industry.

. High attention to detail with excellent time

management, organizational, multi-tasking and

prioritization skills.

. Successfully executes implementation of projects/campaigns,

consistently meeting deadlines and budgets.

. Exceptional ability to establish, cultivate and maintain strong

relationships with clients, Agency staff and vendors.

SKILLS & COMPETENCIES

1

2 Webvantage (Advantage PM software) ? Client's & Profits (PM Software) ?

Blackbaud (Database/Fundraising software)

3 Project Management ? Customer Response Fundraising ? Client Relation &

Retention ? Strategic Planning

4 Direct Mail Print & Online Media ? Digital Marketing ? Training

PROFESSIONAL EXPERIENCE

Associate Account Executive, STRATMARK, LTD . Richardson, Texas 2011 -

2013

An integrated Marketing Agency that assists Nonprofits in their direct

response fundraising efforts.

. Solely responsible for the Account Management of Acquisition and

Direct Response Fundraising program that billed approximately $21

million annually. Contributed to the success of monthly Partnership

Program which raised $3.5 million annually with a monthly response

rate of approximately 4%.

. Direct day-to-day contact with Clients as well as Agency Account

Supervisors & Directors, Creative team, Copy writers, Production, Data

Processors/Programmers, Analytics, List Purchasing and Digital

departments.

. Developed strategic documents, reports and other materials related to

client programs and projects.

. Gathered, reviewed and vetted content resource for monthly

projects/campaigns.

. Updated strategy documents by incorporating decisions from client

meetings and revisions and defined requirements for initial set-up and

on-going changes.

. Collaborated on integrated strategies with digital team.

. Reviewed copy, creative designs and vendor proofs through each stage

of project milestone.

. Created mail file data instructions, reviewed data

selections, segmentation grids and donor records in

database.

. Compiled, consolidated and communicated client feedback.

. Communicated project status, issues and risks,

attended internal status meetings and participated

and led weekly status calls with client.

. Communicated instructions for incoming mail responses and donation

handling (caging process).

. Gathered and entered project results and costs from direct mail data

responses.

. Reviewed & approved estimates and invoices in comparison to budgets

and projections.

. Participated and led brainstorming, strategy and kickoff meetings.

Quality Evaluator, The Regus Group . Addison, Texas 2009 - 2011

World's largest provider of flexible corporate office space & workplaces.

. Assessed quality within the Corporate Billing Department verifying the

accuracy of new accounts, renewals and terminations to ensure

documentation is in compliance with Executive Office Lease Contracts,

resulting in overall quality improvements.

. Handled inquiries and disputes from customers, Operation Managers, and

CSRs via phone, email and electronic queries to work through and

resolve conflict issues.

. Investigated and solved billing, collections & accounting issues and

performed account reconciliations.

Project Manager, STRATMARK, LTD . Richardson, Texas 2007 - 2008

. Managed client expectations, objectives, and time lines, attended

weekly production meetings, provided project status updates.

. Liaised with Clients, Vendors, and Agency Creative teams, Client

Services, and Senior Level Management.

. Participated in client meetings, accompanied Sales Representative on

sales calls and client visits.

. Created work orders and change requests, and managed inventory &

postage levels.

. Reviewed/Proofread print and design components, routed through agency

and managed sign-off process.

. Supported Sr. Account Executive with estimates, invoicing, planning,

brainstorming and client presentations.

DS: Answers, researches, and resolves operational problems, strategic

resource, delinquency management, client systems, program implementations,

promotes standards, exiting paper reports, non-efficient program

management, program management, facilitating, electronic and web-based

solutions. Lifts quality, high service satisfaction, client inquiries,

client facing, telephone or email communication, financial services,

troubleshoot, technical issues.

KMA Direct Communications . Plano, Texas 1989 - 2007

A Direct Response Fundraising & Marketing Agency serving non-profit & faith-

based organizations.

Associate Traffic Manager

. Organized and managed production work flow with daily contact and

project coordination between Print-Production, Account Executives and

QDMS to ensure successful project completion on multiple accounts.

. Monitored creative, production, copy writers, proofreaders and Account

Executive tasks & schedules, and postage due deadlines. Communicated

priorities, generated and distributed weekly/daily status reports and

attended weekly status meetings.

. Reviewed, approved and routed project components and managed sign-off

process. Identified and corrected errors and omissions and ensured

all changes/corrections were noted, understood, and carried out

according to specification.

Served as resource for postal rules and regulations and attended

postal education seminars.

Account Manager, Quality Direct Marketing Services (QDMS) . Dallas, Texas

(A division of KMA Direct Communications that provides direct mail

lasering, printing, inserting & mailing services.)

. Liaison between QDMS and KMA Direct Communications for 30+ accounts.

Main point of contact which included account setup, overseeing all

tasks and functions related to project specifications, quoting,

trafficking, scheduling, review/approval processes, inventory and

postage control and reconciliations, billing, monitoring and updating

throughout entire lifecycle of project.

. Exceeded client expectations by providing education of direct mail and

postal fundamentals and how to effectively communicate their needs and

requirements to vendors and agencies.

Reduced operating costs by quickly identifying errors and omissions,

improving quality control procedures, and performing routine QC

checks.

Generated work orders, postage requests and final invoices, responded

to RFQs and provided estimates.

Supported internal departments and team members as needed.

Attended and conducted weekly production meeting and also made

periodic client visits as needed.

Trained Customer Service Representatives and QC Coordinator and

created training documentation.

Subject Matter Expert for Postal, rules and regulations. Attended

Postal Customer Council meetings and workshops as needed to keep

updated on current and new information.

Computer Services Manager, Quality Direct Marketing Services (QDMS) .

Dallas, Texas

In charge of database management, file manipulations, data entry and

programming, fulfillment & list purchasing.

Trained and supervised team of 3 processors.

Enhanced data quality procedures and decreased processing errors.

Created training manuals and process/guideline documentation.

Performed software installations, troubleshooting and system backups.

Laser Production Manager, Quality Direct Marketing Services (QDMS) .

Dallas, Texas

. Supervised and trained team of 6 for direct mail document setup and

laser imaging production.

. Performed laser print functions by following daily job schedules.

. Ensured quality standards for laser print materials were maintained.

EDUCATION

B.S. in Computer Science with a Minor in Business Administration Bishop

College, Dallas, Texas

Project Management North Lake College, Las Colinas, Texas

ADDITIONAL INFORMATION

Monthly recognition from peers for exceptional customer service, accuracy

and attention to detail . STRATMARK, LTD.

Volunteer driver for local church - Sunday services, conferences and

special events.

Conna Rogan 214-***-****

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