Sales Customer

CARREN HUTTNER

*** ****** ******, **. *******, IL 60174 • 630-***-**** (C) • 630-***-**** (H) • *************@*********.***

INNOVATIVE CLIENT SERVICES LEADER

Client Contact Strategy • Acquisition and Retention Expertise • Customer Insights

Loyalty\CRM Marketing Programs • Strategic Planning • Database Analytics • Brand Building

Cross-Functional Collaboration • Recruitment • Team Building & Leadership

P ROFESSIONAL EXPERIENCE

FTD, Florist Division, Downers Grove, IL 2015-Present

National eCommerce Business Development Manager

Sell a full suite of B2B online website marketing services for member florists.

• Research and analyze the key performance indicators and conversion metrics to understand top

opportunities for website optimization.

• Drive business results by developing insights around purchase behavior and tying findings

to actionable opportunities to improve the member website experience.

• Work closely with creative team to develop image, content, features, promos, and landing pages

within website to drive product sales.

• Keep abreast of market trends, consumer purchasing, and SEO enhancements and eCommerce

technology.

Partstown, Commercial Kitchen Equipment Distribution, Addison, IL 2013-2014

Service Partnership Manager

Manage and maintain ongoing relationships with service and distribution customers through partner

retention, growth, and end user satisfaction.

• Grew $3M base of customers to a 73% revenue growth through needs identification, price

negotiation and relationship management.

• Monitored competitive pricing and evaluated buying trends for rapid response, operations and inventory

management.

• Identify and develop new key segment relationships in the assigned target region ensuring

revenue, market share, and growth objectives are met.

• Led client analytics engagement to effectively acquire, retain and grow a more profitable

customer base through KPI.

ALE Solutions, Nationwide Temporary Housing, St. Charles, IL 2007 - 2013

Client Services Manager, National Accounts

Delivered innovative, targeted marketing solutions to forge lasting relationships with the industries

largest National account, State Farm.

• Challenged to increase revenue growth through networking, collaboration, and client retention.

• Conducted client status meetings to monitor and report success of service initiatives.

• Identified opportunities to create process improvements for organizational efficiencies and handled

unresolved and escalated client issues.

C ARREN HUTTNER Page Two

Relocation Specialist

The Single Point of Contact for the research, management, and execution of the relocation process of our

insurance clients and their policyholders due to a property loss.

• Research, analyze and negotiate housing options, resolve pricing differentials & policy exceptions.

• Work in conjunction with clients for the assignment of residential leases, and the rental and

transportation of household goods, facilitating relocation.

• Builds effective relationships across functional boundaries including insurance companies, owners, vendors

and clients.

AT&T formerly, SBC/Ameritech, Hoffman Estates, IL 1995-2007

Marketing & Sales Consultant

Created marketing plans, promotional offerings and business requirements including strategy and implementation

efforts to drive individual company growth plans.

• Developed and implemented mixed media optimization, ecommerce and integrated marketing

communications.

• Evaluated transactional data and made product recommendations based on profit margins and

previous purchase data. Coordinated online advertising based on inventory and customer

purchase history and online messaging.

• Sold, designed and implemented marketing mix optimization solutions by qualifying the ROI by

media and redistributing the spend across print, online, FSI, and POP. Generated an 18% increase

in sales with the same budget dollars.

Director, Call Center Channel, Business Services

Developed and lead the overall direction and implementation of major marketing activities, optimizing

the $279M strategic call center channel plan. Created direction for variance analysis and gap closure

plans. Challenged to insure communication platforms were uniform with outside sales rollouts.

• Led the turnaround in year over year performance from 8% to 32% in service center up sell objectives.

• Lead channel team in accountability for all aspects of business strategy, driving profitability growth,

integrating customer preferences, product mix, and packaging within channel capacities.

• Translate customer requirements into product definitions, while positioning sales presentations to target

customer needs and generate buying signals.

• Reengineered and integrated marketing solutions for the sales enablement of customer acquisition, cross/up

sell through education, marketing collateral and lead generation and CRM management.

Assistant Director, Telesales & Loyalty Programs, Cellular Services

Accountable for acquisition and retention sales center operations and Profit/Loss objectives for all sales activities.

• Responsible for providing timely feedback on customer trends, script improvements and operational

issues by interfacing and supporting client driven objectives.

• Implemented bilingual queue.

• Challenged to improve ROI on low margin products through service centers. Rerouted the

delivery and integration of at risk churn clients, offered real time targeted promotions generated

for the save of targeted products.

• Decreased customer churn by 27% and increased customer satisfaction scores 6% over two years.

EDUCATION Bachelor of Science, Marketing and Psychology, NORTHERN ILLINOIS UNIVERSITY

DeKalb, Illinois

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