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Marketing Services Operatons Customer Support

Location:
Waltham, Massachusetts, United States
Salary:
Negotiable
Posted:
August 27, 2018

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Resume:

MARC J. NAVEZ ac6twz@r.postjobfree.com

Phone: 781-***-****

Mobile: 781-***-**** Marlborough, MA 01752

Marketing Assistant

Professional Summary:

Accomplished Customer Service and Support Specialist with 15+ years’ experience in various industries including healthcare, technology, and retail. Extensive experience in customer service; order processing; email marketing; ecommerce; campaign marketing; building customer relationships, and enabling sales teams. Valuable depth of customer relationship and communication skills in high volume service and support environments.

SKILLS: Customer Service, Salesforce (CRM), Peoplesoft, Order Management, Business Objects, Multipub, EMA, SQL, Retail Pro, Microsoft Office Suite, email marketing, Logistics

EXPERIENCE:

UPTODATE INC./ WOLTERS KLUWER HEALTH, Waltham, MA

Customer Support Specialist January 2006 – December 2017

Championed customer support issues including technical, order processing, sales/renewal enablement, and order resolution.

Successfully maintained Key Performance Indicators (KPIs) in a high-volume environment.

Salesforce CRM processing and reporting.

Northface award winning customer service 2010-2016 by maintaining a 97% customer satisfaction rate.

Built strong customer relationships by communicating with an average of 75 customers a day.

SYBASE, Concord, MA June 1999 --September 2005 Associate Marketing Communications Specialist (2000 - 2005)

Developed target audience lists for direct and indirect marketing campaigns.

Managed multiple ecommerce lead generations campaigns.

Provided lead generation reports.

Maintained both email and direct mail suppression lists in accordance with anti-spam laws.

Member of CRM database development model.

Telemarketing/ Tele-sales Representative (1999-2000)

Led technical and sales inquiries for the inbound call center.

Provided lead generations for sales teams.

Supported marketing and field organizations through seminar and event registrations.

Performed campaign driven outbound calling.

Negotiated low end sales.

VOLUNTEER EXPERIENCE:

Minute Man National Historic Park, Concord/Lexington, MA

MSPCA, Jamaica Plain, MA

Buddy Dog Humane Society, Sudbury, MA

EDUCATION:

Northeastern University, Boston, MA - Bachelor of Science – Journalism/Advertising



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