Customer Service Sales

Serge J. Van Steenkiste

404-***-**** (C) *******@*********.*** http://www.linkedin.com/in/sergevansteenkiste

Over 10 years of collaborative, cross-functional experience in marketing strategy and execution, financial analysis, sales, and

consulting. Fluent in French and Dutch; Advanced knowledge of Spanish.

Core Competencies

Strategic Planning Product Marketing Forecasting & Modeling

Marketing Communications Brand Management Business Development

Data Analytics & Statistics Online & Mobile Marketing Business Process Improvement

Employment History

YP (Yellow Pages) Tucker, GA 2013 – 2014

Senior Manager Retention Strategy and Insight

Drove improvement to customer satisfaction and customer retention through the implementation

of customer life cycle management campaigns and (new) product marketing initiatives based on

$2.5 billion local search, data-driven strategies.

media, and advertising

company Achievements:

Identified different business opportunities, estimated each conservatively at $8 – 36

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million annually, and worked with Product Marketing to make these business

opportunities a tangible reality.

Achieved a response rate of 8.2% with the corporate-wide NPS program to identify

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detractors among YP advertisers at different moments of truths such as sales,

consultation, fulfillment, customer service, mid-year, and renewal.

Leveraged the NPS program data to reduce churn among disgruntled advertisers,

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resulting in the retention of customers whose annual spend per head was estimated at

$2,500 – 3,200.

Conducted voice of the customer studies each involving on average 500-600 YP sales

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people across the U.S., with response rates of over 20%, to streamline different

aspects of YP sales operations.

Studsvik Atlanta, GA 2009 – 2012

Marketing Manager

$150 million provider of Managed product marketing, analytics, and marketing communication projects for the Sales and

advanced technical Marketing business unit.

services to the

international nuclear Achievements:

industry

Wrote the 5-year marketing strategic plans for English, French, Portuguese, and

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Spanish-speaking countries with commercial nuclear generation capacity, resulting in

the identification and exploitation of business opportunities estimated each at up to

over $8 million.

Prepared the $300+ thousand sales and marketing budget.

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Negotiated strategic alliances with potential business partners.

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Participated in the development of the social media strategy.

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Prepared marketing collateral and got involved with the organization of trade shows.

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Cox Enterprises Atlanta, GA 2006 – 2009

Business Analyst

Provided research and analytical support for a range of projects for Cox Divisions, including

strategic planning efforts, operational improvements, and new business evaluations.

$16 billion

Interpreted, evaluated, and correlated multiple information sources to develop integrated

communications,

business analyses and recommendations and present findings to project teams and divisional

media, and automotive

Serge J. Van Steenkiste 2

services company leadership.

Achievements:

Profiled a $700 million online market opportunity for the Atlanta market, resulting in a

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better estimate of the ad dollars up for grabs for Cox Divisions.

Evaluated the cost savings potential of installing robots at select newspapers to offset

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annual labor costs in excess of $200,000.

Assessed the value added of each external market research provider, resulting in

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annual savings of over $40,000 in the marketing research budget.

Coordinated a study of the evolving media consumption of Echo Boomers / Millennials

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/ Generation Y and their receptivity to advertising at home / work / school and on the

go to support enterprise-wide efforts to better reach out to this increasingly important

market segment for Cox Divisions.

Evaluated the financial performance of publicly-traded television station operators with

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that of Cox TV to determine its market competitiveness over several years.

Selected for Cox Cross-Divisional Mentoring program (1 of about 100 employees).

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Paper Division Atlanta, GA 2003 – 2005

Marketing Analyst

Led research for about 900 employees including in-depth market analysis and assessment of

One of the world's paper industry trends, current and future. Supported the definition and implementation of

marketing strategy and tactics for the division. Developed Paper Division marketing collateral,

leading manufacturers

which was distributed to customers, salespeople, and customer service teams. Designed tools

and marketers of tissue,

and processes to help sales people and key customers better manage the paper products

packaging, paper, pulp,

category and associated categories in terms of profitability, product mix, merchandising, and

building products &

channel management.

related chemicals

Achievements:

Developed the Monthly Market Facts, a comprehensive summary of significant market

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conditions, sent to over 1,000 people across the U.S. paper industry, to support

regular interaction of the sales force with the clientele in terms of volume and pricing.

Articulated the rationale to support pricing strategies and tactics in the marketplace

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($1/ton increase = $1 million profit improvement).

Designed and managed the business portal with projected total annual savings of

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about $380,000.

Managed the corporate newsletter of the Paper Division, sent to about 900

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employees.

Selected for the Georgia-Pacific Marketing Mentoring Circle (1 of 8 employees).

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Education

Masters of Business Administration (MBA), Vanderbilt University, Nashville, TN

Concentrations: Marketing and Electronic Commerce

Bachelor of Science in Information Technology (BSIT), DeVry University, Atlanta, GA

Concentration: Computer Networking (Dean’s list)

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