Customer Service Sales

Kimberly Stoner Cater

**** **** ******

Kenosha, WI 53144

708-***-**** **************@*****.***

SUMMARY

Results-oriented Project Management professional with a unique blend of

experience in direct marketing, sales operations, and process efficiency.

Dedicated team member who is adaptable, highly-productive and well-

organized with a proven track record of successfully implementing new

clients' direct mail strategies, increasing processing efficiencies,

consistently meeting deadlines, and providing excellent customer service.

PROFESSIONAL EXPERIENCE

EXPERIAN MARKETING SOLUTIONS, Schaumburg, IL 2000 - 2013

Solution & Sales Support Specialist - Lead 2012 - 2013

Supported 50+ member sales staff in analyzing and identifying opportunities

that aligned with solution suite of data management services and cross-

channel marketing solutions and contributed toward top-line revenue goals.

Created and updated solution content and collateral for use in

presentations, proposals and RFPs.

. Analyzed client solution requirements, ensuring proposed solution

addressed client challenges and met desired client goals.

. Managed development and implementation of client's business across

multiple solutions, products, or service areas, ensuring processing was

ready to go live and accurately set-up based on client's needs.

. Collaborated with Pricing, Sales, Technology, Product Management and

Production teams, as well as other business units, ensuring feasible,

efficient, and profitable solutions were designed for clients.

. Assisted product marketing with design, specifications and sales strategy

for Cross-Channel Identity Resolution product, resulting in sales of over

$3M during the first year of release.

. Designed and documented direct marketing solutions, allowing sales to

quickly respond to RFPs, client up-sell opportunities and prospective

client leads.

. Developed team activity tracking mechanisms, repeatable templates,

process checklists, and system of record storage structure through team

SharePoint site, providing team with a foundation of reference

information that promoted collaboration and reduced redundant work.

. Implemented and maintained SharePoint 2010 team website, meeting need for

a single repository of shared documentation.

. Contributed to Statements of Work; incorporating all in-scope / out-of-

scope items, assumptions and deliverables which guaranteed all parties

received accurate outlines for impending processing.

Business Implementation Analyst - Expert 2005 - 2012

Provided expert-level support to 100+ production team members. Advised

clients and internal personnel on resolving technical issues and maximizing

product effectiveness. Led projects for development, testing, and

implementation of internal system solutions. Executed client audits,

identifying system and labor savings and ensuring accurate processing.

. Participated in strategic initiatives, developing new or improved

solutions, products, and services with focused responsibility on ensuring

client satisfaction.

Kimberly Stoner Cater **************@*****.*** Page Two

EXPERIAN MARKETING SOLUTIONS (Continued)

. Recommended processing change during client audit that reduced client's

annual processing volume by 234M records.

. Developed and implemented training to educate personnel on system,

processing and reporting changes that resulted from system enhancements /

migration of merge processing.

. Increased efficiency of processing QA by creating single comprehensive

merge report that reduced number of reports to be checked from 3 to 1.

. Re-designed interaction reports, resulting in new online user interface

compatibility and report querying capabilities.

. Established standardized procedures for new and existing clients' product

testing, diminishing turnaround time by over 50%.

Senior Project Consultant 2003 - 2005

Maintained responsibilities of customer service representative while taking

on additional tasks including, account lead for clients such as Eddie Bauer

and REI. Organized, facilitated and documented weekly status calls between

production teams and clients. Provided effective solutions to specialized

projects, allowing clients to reach marketing objectives. Educated direct

marketers on products and services designed to help process more

efficiently while maximizing spend.

. Identified inefficiency with a client's processing stream that upon

modification reduced processing schedule by 5 days.

. Created customized scheduling templates used by clients and production

teams when planning projects, assuring necessary time was allocated to

all steps of the project.

. Selected as team representative for monthly cross-team summit to

collaborate on process improvements, best practices and industry changes

/ updates.

Customer Service Representative 2000 - 2003

Managed up to 5 clients and executed 6-12 overlapping direct mail marketing

campaigns that included segmentation, list hygiene, merge / purge, and

postal qualification, meeting 5-30 day turnaround times. Effectively

communicated client requests, schedules and project status to production

team.

. Worked with internal and external vendors, ensuring client's requests and

needs were met.

THE ASHLEY GROUP, Lake Bluff, IL 1999 - 2000

Account Representative

CHICAGOLAND APARTMENT GUIDE, Oakbrook, IL 1998 - 1999

Customer Service Representative

COMPUTER SKILLS

Microsoft Office, Outlook, SharePoint 2010, PowerPoint, Visio

Education / PROFESSIONAL DEVELOPMENT

BS, Business Administration, Marketing, University of Illinois, Urbana-

Champaign, IL

Pennebaker Direct & Interactive Marketing Certification, DePaul University,

Chicago, IL

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