Manager Customer Service

Location:

Posted:

June 17, 2014

JONATHAN DREW

*************@*****.***, 978-***-****

Education:

Manhattanville College, Purchase, NY

Bachelor of Arts, May 2004 Major: History Minor: Sociology

Experience:

Brandmuscle/TradeOne Marketing, Inc. Austin, TX

Account Manager - Channel Incentives Marketing 11/09-

Present

Serves as primary point of contact for client and partners: researches and

resolves problems, trains customers in person and remotely

Hires, trains and supervises team of six employees in everyday operations

Runs and QCs weekly invoices - $100M+ annually

Deploys client projects averaging $56K in increased yearly revenue:

including scope, design, testing suite and execution

Delivers ad-hoc reports to auditors, clients, partners and managers

Audits reports and bank statements monthly

Maintains and updates client SOWs

Manages all aspects of new client implementation with existing resources

Reports on client satisfaction metrics and implements improvement measures

Brandmuscle/TradeOne Marketing, Inc. Austin, TX

Program Administrator 03/08-10/09

Implemented channel incentive programs for IBM and Lenovo

Tested and logged errors relating to company web portals and projects

Provided daily customer service support to channel partners via phone and

EBSCO Publishing Ipswich, MA

Team Leader - Check-In 09/05-12/07

Researched and resolved problems from other departments and off-shore

vendors

Trained team members in Check-In processes

Maintained efficiency in daily operations

Developed and implemented method changes to improve productivity

EBSCO Publishing Ipswich, MA

Editorial Assistant - TOC 11/04-09/05

Entered and edited Table of Contents information for EBSCO database

Ensured quality of magazine/issue images

Skills:

Program Management, Requirements Gathering and Documentation, Account

Management, Excel, Access, PowerPoint, Office Professional, Windows 7,

Oracle, QueryBuilder, Data Analysis