Customer Service Sales

Tamara Nelson

West Bloomfield, MI ç***.***.**** çtamaranelson@comcast.net

CUSTOMER / CLIENT SERVICES/OPERATIONS MANAGEMENT

Dynamic business leader with extensive experience driving client services, account management, operations, programs, and teams for a leading U.S. media & marketing service seeking new client service leadership role. Instrumental in launching new business products, growing strategic partnerships, and developing a new labor-saving automated data-compiling system. Dedicated to cultivating high-performance teams and delivering exemplary client service. Solid communication, collaborative, supervisory, and problem-solving skills. Areas of expertise include:

Customer Service Contract/Pricing Negotiation Team Leadership

Account Management Process Improvements Fundraising

Relationship Building Best Practices Development Detail Orientated

System Development Written/Verbal Communication Financial Reporting

PROFESSIONAL EXPERIENCE

DAUGHTER - Family leave to help mother get settled in a trustworthy facility sadly due to dementia. Now ready to get back to my career as I am confident that she is well taken care of.

DIALOGUE MARKETING, Troy, MI

Account Director, Operations, Client Services

Smart Tuition PetSmart Urban Lending 2012- Feb 2017

Intergraded marketing solutions provider that helps businesses attract leads, increase sales and inspire consumers through customer engagement solutions and direct marketing.

Key Contributions:

Manage operations and account management for 18MM in programs; supervise 75- 150-member team in three locations

Monthly QBR presentations to all responsible programs

Played key role on team responsible for due diligence to prepare for our new Pet360 program launch

Improved and continue to maintain QA scores in the high 90% through process improvement/incentives/coaching, as well as reduced Average Handle time for overall team

Played key role in migrating client program to the Five9 platform, created and lead training for employees and customer

Built strong lasting relationships with customers by exceeding expectations

Provide benefits of other Dialog product lines to client to gain their interests and add on as a service

Assumed the role of both Account Management and Operations Manager on all programs

Valassis, Livonia, MI 1997–2012

Leading U.S. media & marketing services organization focused on optimizing local media across multiple channels: Mail, newspaper, In-Store, and online.

Senior Account Manager, In-Store Retail Division 2009-2012

Drove efforts to grow, retain, and manage 3 retail accounts for this new business unit; ensured flawless execution of At-Shelf programs. Generated quarterly financial reports as well as customized program updates for retail accounts with Supervalu, AWG, and Stater Brothers.

Key Contributions:

Managed Valassis’ Grocery and Independent Wholesale accounts totaling 12MM in account profitability

Successfully launched and managed a new product line of at-shelf solutions with best-in-class signage substrates, hardware and execution

consistently evaluated industry standards -Drove organic growth for the in-store business sector generating solutions for client Shopper Marketing

Conducted program performance reviews via quarterly and annual client business reviews with C Level Leadership -Consistently elevated existing client relationships and identified new client engagements that contribute to stronger partnerships

Managed the financials, forecasting and strategic planning at each Retail account with day to day involvement -Conducted client contract negotiations, extensions and renewals

Tapped to manage 3X workload of other account managers based on proven ability to exceed client expectations.

Manager Client Services, In-Store Division 2007-2009

Led all In-Store Division client services for both Retail and Consumer Packaged Goods accounts; supervised 10-member team. Piloted development efforts for this new business line.

Key Contributions:

Partnered with IT to develop, test, and implement new Oracle-based system for this new business venture.

Led team in developing and implementing strategies, procedures, and processes for all In-Store partnerships.

Played vital role in establishing best practices, identifying customer needs, and creating win/win strategies

Manager Operations, Client Services Division 2003-2007

Supervised and mentored 18-member team located across U.S. in executing integral part of Procter and Gamble direct mail programs, Polybag distribution, and Frequent Shopper direct mail business.

Key Contributions:

Played key role in catapulting sales volume to $800K in 2 months by piloting team in developing solid operations systems, communication tools, and strategic partnership infrastructure for new In-Store business product, Insignia Pops.

Designated to extend new strategic partner business concept to other clients; developed Mom’s Matter sampling an 8MM program for Wal-Mart, KinderCare and Counteroffer coupons for Supervalu, Hillers, and Kmart.

Created and launched process for sampling fulfillment workflow

Responsible for scheduling and invoicing

PROFESSIONAL EXPERIENCE

Supervisor, Retail Liaisons 2002-2003

Drove efforts to expand direct mail retail business through diligent strategic planning, solid customer relations, and cold-calling techniques. Hired, trained, and supervised 8 retail team members. Negotiated retailer customer pricing.

Key Contributions:

Boosted direct-mail revenue from major retail customers such as Albertsons, Shoprite, and Safeway from $5M to $45M in 2 years.

Grew retail client base from 2 major retailers to 80+ in 6 months.

Increased volume of direct-mail programs sold annually from 7 to 346 in 3 years.

Played key role in reducing operations manpower 40% by leading development of web-based system, Retail Link, that captured retailer data for all direct mail systems, and automatically compiled sales and operations reports; system was rolled out company-wide.

Honored with Team Achievement Award in 2006 for new system development.

EARLY CAREER HIGHLIGHTS

VALASSIS, cont’d

Project Leader, Kroger 2001-2002

Sold, managed, and executed direct-mail programs for Kroger supermarket chain

Created strong client relationship for this 5MM account

Manager Save.com Operations 2000-2001

Designed and executed operations processes for new business internet initiative, Save.com, which provided online coupons.

Worked directly with partner and sales team to place orders and modify processes as we continued to learn

Played key role on team that conducted feasibility study regarding Save.com prior to its launch.

Acted as activities director to ensure team motivation

Supervisor, Remnant Sales/Internet E-Commerce Operations 1997-2000

Created and executed operations process flow for new mass media product specifically designed for dot-com client that generated $10M+ in incremental revenue in 6 months.

Career Note: Held additional prior customer service and sales positions with Valassis.

EDUCATION & TECHNICAL SKILLS

Bachelor of Business in Communications

University of Michigan, Dearborn, MI

MS Word, Excel, PowerPoint, Outlook, Visio

VOLUNTEER EXPERIENCE

Valassis Giving Committee

Plymouth Point Condo Board, Vice President

Humane Society Livingston County, Volunteer & Event Planner

Allen Park Fire Department, Volunteer

Valassis Mentor Program, Volunteer

Valassis Positive Energy Committee, Leader

Dialog Positive Energy committee, Leader

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