Customer Service Sales

Lori Auerback

** ***** ******* Hicksville, NY ***01* C :516-***-****

**********@*****.***

OUTSTANDING CUSTOMER SERVICE PROFESSIONAL with more than 23+ years’ experience which

includes: customer service, process improvement, decision making, managing processes, staffing, planning, and

tracking budget expenses, analyzing information, problem-solving, developing and improving customer service policies

and procedures.

PROFESSIONAL PROFILE

Circulation Fulfillment Manager, Macfadden Communications Group (2010 to Present)

DanceMedia, New York, NY (2007 to 2010)

• Provide customers with superior customer service; offering solutions, recommendations and options resulting in cross-selling and increasing revenue for 5 special interest-consumer and 7 controlled titles

• Sell and process orders directly for single copy sales and annual product through telephone, email, correspondence or face to face

• Consistently recognized by management and customers in recognition of professionalism, superior telephone

manner, dependability and promptness of handling customer service issues

• Generate reports on monthly basis for tracking customer service, inventory and production

• Interact with fulfillment houses, subscription agents, newsstand distributors, printers and distributors; placing an

emphasis on establishing strong working relationships

• Manage fulfillment schedules and updates, which include the main run, supplemental runs, renewal and invoices for five consumer titles

• Code invoices and tracking budget expenses

Single Copy Sales Analyst, Harris Publications, New York, NY (2006-2007)

• Provided assistance and administrative support in an organized, effective and timely manner to the Single Copy

Sales Manager

• Review and analyze sales reports to determine sale projections for newsstand sales

• Identify opportunities for new business to increase revenue for single copy sales

Fulfillment Manager, Primedia Inc., New York, NY (2001-2005)

• Promptly responded to the needs of inquiries, and diplomatically responded to resolve escalated customer service

issues to ensure high levels of satisfaction

• Directly managed 2 people in the customer service/circulation department

• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service

• Monitored the performance levels of our fulfillment vendors

• Developed annual budget for fulfillment expenses, tracked expenses, coded monthly invoices

• Complied monthly forecasts, recommended ledger adjustments

Subscriptions Manager, Thomas Publishing Company, New York, NY (1998-2001)

• Directly managed 5 people in the customer service department.

• Responsible for staffing, scheduling, hiring, training and terminating staff when required.

• Motivated employees to achieve personal goals and to consistently meet expected quotas

• Analyze performance level and identified, developed and implemented policy and procedures for process

improvements

• Quickly and effectively solve customer service challenges

• Implemented and monitored reports on a daily basis tracking inbound, outbound and customer service

correspondence

Publications Fulfillment Manager, New York Academy of Sciences, New York, NY (1996-1998)

• Sold and processed orders directly with customers by telephone, correspondence or face to face

• Managed scientific, technical and medical journals orders with commercial, university bookstores, government

agencies, corporation libraries, medical community and the general public

• Researched and responded to customer inquires/complaints regarding sales orders, invoices and shipping data

• Directly managed 2 people (one fulltime and one part-time)

• Monitored work flow and delegated responsibilities to staff

• Generate reports on a weekly basis for tracking customer service calls (inbound and outbound) and customer

correspondence

• Managed, trained and developed subscription service staff for order fulfillment

• Coordinated all operations and communications with in-house staff and outside vendors

Fulfillment Order Processing Supervisor, Lippincott-Raven Publishers, New York, NY (1992 -1995)

• Supervised and directed staff in areas of order processing and customer service for 167 titles

• Sold and processed orders continuing education courses and provided certificate of completion.

Data Control/IO Coordinator, Forbes Magazine, New York, NY (1987-1991)

• Audited label runs for subscriber files for five titles

• Sold and processed orders directly with customers by telephone, correspondence or face to face for book orders

EDUCATION AND TRAINING

State University at Cortland, Cortland, NY, Bachelor of Science, (1981)

Nassau Community College, Garden City, NY, Associate in Arts Degree, (1979)

Queens College of the City University of New York, NY, Paralegal Certificate, (2004)

COMPUTER SKILLS

Kable Media Services, Subscription & Fulfillment; Palm Coast Data RDS, Smartlink, Power Term (AS400) and DES

reporting systems, Outlook, Word, Internet

AWARDS AND RECOGNITION

Numerous emails and letters from customers for outstanding performance

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