Customer Service Manager

Staci Nauman

*** **** ******, ***********, ** ***01

Email: *****.******@*****.*** Phone: 660-***-**** Online Business Management/Marketing & Operations Management Online Business Management & Marketing Professional, with 15+ yrs. experience working in an eCommerce environment. The bulk of my experience has been focused on Information Products and Professional Service Companies. I’m a Self-motivated performer specializing in serving multiple roles within a lean environment. Specific roles served are Project Management, Marketing Management and Business Operations. Other areas of expertise are Campaign Design, Lead Nurturing and Product Launch Management. Specific strengths include data gathering, analysis and process implementation, identifying areas of weakness, strength and growth opportunities within a service oriented organization. Areas of Expertise

● Evergreen Campaign Design

● Content Creation

● Customer Experience Management

● Customer Retention Strategies

● Analytics & Data Analysis

● Team Building & Leadership

● Productivity Improvement

● Staff Recruitment & Retention

● Staff Training/Development

● Business Systems Implementation

Professional Highlights

● Designed, Created & Implemented Sales Funnel with corresponding Evergreen Campaigns from the ground up for a client who had created multiple programs without integrating each within her business in a systematic fashion. Each Campaign and automated funnel was preceded by a Program Launch which drove traffic through an Inbound Marketing campaign, ultimately my clients sales jumped over 75% upon completion and she was able to establish consistent income.

● Assumed responsibility for a Marketing Campaign had previously produced low sales & conversions. Designed a new campaign structure consisting of 5 time released lead magnets with corresponding informational videos leading into the Main Webinar promoting a specific health product. Sales and conversions increased by 75% when compared to the previous year.

● Drove initiative develop and implement revenue management strategy for the rapidly escalating chargeback rate. Ultimately developed a strategy that met both short and long-term company goals that produced a 50% reduction in chargebacks within 6 months.

● Served as Project Manager for multi-business unit continuity product, averaging 14,000-subscribers w/ refund rate at 14.2%. Identified areas for improvement & facilitated team efforts to develop and implement a customer retention strategy. Team efforts produced a 4.2% reduction in continuity refund rates within 3 months, which remained consistent going forward.

● Initiated & coordinated a thorough business process analysis of the Physical Product returns process, waste $’s reached an all time high. The result established a detailed communication process between the HTM Logistics Dept. & 3r d party fulfillment vendor, which reduced waste by 27% within 2 months.

● Lead the team that effectively established and implemented an in-house delinquent collections protocol. Prior to process implementation, Delinquent % averaged 19.1% of total revenue and after 6 months the total Delinquent % dropped to 7.4%.

● Served as Project Manager/Marketing Manager for a prominent Entrepreneur's Book Launch, where the goal was to launch a successful campaign that elevated the printed work published by Wiley Publishing to the Bestseller List as well as position a successful product launch to follow. Book Marketing campaign consisted of a full Content Marketing & Inbound Marketing Campaign consisting of SEO, Social Marketing, Blogging & Guest Blogging activities which ultimately boosted the new Title to the top 10 NY Times Bestseller List. Once the Book Marketing Campaign was complete, the product launch to follow was left in a prime position for success. Professional Experience

iHeartland Professional Services, Founder/CEO 7/ 2010 – Present

● Planned and directed all areas of the company, maintained a consistent finger on the pulse of the business to ensure all resources were utilized properly and that customer value was

● consistent. Deployed resources when necessary to ensure the financial and operational goals of the

● company Developed are a Business being met. Plan and Marketing plan as a roadmap upon Startup, ensured all objectives were met and monitored business growth. Was proactive with strategy adjustment

● one Oversee a stage all projects, of rapid growth ensuring was team identified. deliverables are on schedule and all milestones are met within the allotted time and budget.

● facilitate connections and open communication between people, ideas, art, and technology. Provide direction to designers and production staff; liaise with sales and clients on presentations that bring technology and art together.

● Staff Recruitment & Development, policy and procedure implementation, New Contractor Orientations and Training, as well as Staff Relations.

● Interview prospects to ensure the services provided by iHeartlandPro are a fit, as well as analyze and compile the data necessary to provide potential clients with a proposed solution that fits their needs.

● Respond to RFP’s with proposed solutions and quote cost of services, as well as negotiate contracts and billing details upon bid acceptance.

● Network with like minded businesses and contractors, as well as develop partnerships with those companies that are a fit.

● Design, Develop and implement marketing campaigns for all clients, drive the team during implementation and ensure all deliverables are completed within a timely manner.

● Outline content for various Content Marketing Campaigns, including those deployed by iHeartland Professional Services.

● Design, Develop and implement Social Media Marketing Campaigns for all clients, as well as the internal campaign for iHeartland Professional Services. This includes the design and creating of all Branding Materials and product positioning in the marketplace.

● Market Research for all clients and internal research needed for iHeartland Professional Services. To ensure all promotions and campaigns are reaching the intended target.

● Develop customer persona profiles for clients and those personas required for iHeartland Professional services to ensure all messaging is being delivered in the right language so we are maximizing the potential of all marketing efforts. Kwik Learning, Customer Experience Director 7/ 2012 – 7/2014

● Direct the day-to-day activities of the Customer Service Team, which consists of multiple customer Direct the day-to-day operations of Customer Service, Fulfillment Services, Marketing and Sales departments, as well as managed all loss and fraud prevention duties

● Staff Recruitment and Development, policy and procedure implementation, New Hire Orientations and Training, Staff relations.

● Responsible for invoicing, maintaining accurate records and ensuring accuracy for all Accounts Receivables, which included free trial purchases and multiple recurring transaction payments.

● Developed a Sales Platform and incentive pay program for all Customer Service and Call Center team members.

● Facilitated communication between the remote Technology team and Kwik Learning Team members to ensure all information was passed along in an efficient and effective manner.

● Developed a Customer Retention Plan w/ Upsell funnel for all existing customers, as well as implemented a Voice of the Customer funnel so feedback for all programs was gathered and taken into consideration for program improvements and new product creation.

● Created consistent & ongoing process to analyze customer reasons for refunds to ensure product development and customer concerns were monitored on a consistent basis and that any possible changes to improve retention were tested and implemented. New Law Business Model, M ember Services Manager 7/ 2013 – 7/2014

● Direct the day-to-day activities of the Member Services Team, which consists of multiple customer facing departments (Customer Support, Administrative Support, Program Management, Membership Management teams).

● Business Operations policy and procedure development, implementation and Standard Operating Procedure documentation.

● Human Resources Management for new hires and current team members. Responsibilities require an active participation in recruitment processes, new hire and ongoing employee training, employee retention, department bonus distribution based on employee performance.

● Accounts Receivable Management and Delinquent collections activities, ensuring all standards are met according to company policy.

● Customer Retention efforts were systematized to ensure that all client cancellations were addressed in a timely fashion and sales saved when possible. ISN Education, Operations Manager/Lost Revenue Coordinator 1/2010 – 11/2013

● Direct the day-to-day operations of Customer Service, Fulfillment Services and Sales Department, as well as managed all loss and fraud prevention duties.

● Staff Recruitment and Development, policy and procedure implementation, New Hire Orientations and Training, Staff relations.

● Responsible for invoicing, maintaining accurate records and ensuring accuracy for all Accounts Receivables, which included free trial purchases and multiple recurring transaction payments.

● Chargeback management – Lead efforts to reduce and prevent chargebacks by developing improved processes that met both short and long-term company objectives I Will Teach you to be Rich, Inc, C ustomer Support Manager 2 /2011 – 2/2013

● Direct the day-to-day operations of Customer Service team, supported staff retention efforts & performance measurement, ZenDesk Administration and regular department status reporting.

● Created a comprehensive Customer Retention Program that when integrated in business operations delivered an apparent increase in customer loyalty and a 4% reduction in refunds.

● Analyzed and consistently monitored business financial activity such as, Accounts Payable and Accounts Receivable, as well as Lost Revenue and Collected $’s using a variety of statistical tools and analysis to understand the current market trends.

● Staff Recruitment and Development, policy and procedure implementation, New Hire Orientations and Training, Staff relations.

Hot Topic Media, Operations Manager 1 /2003 – 2/2011

● Consecutively managed multiple areas of Operations during my employment – Customer Support

(team of 15 Virtual Customer Support Specialists), Logistics and Loss/Prevention for 6 or more business units.

● Human Resources Management for new hires, as well as current Operations Staff. Responsibilities required an active participation in recruitment and retention efforts such as, New Hire Orientation and trainings, performance measurement & reviews.

● Lead Operational Activities & served as Project Manager for Continuity program – ensured all deliverables arrived on or before the given deadline, coordinated communication between various internal departments and 3r d p arty vendors, as well as all logistical and Operational tasks were complete.

● Live Event Operations Staff Coordinator as needed, duties consisted of scheduling & monitoring event registration desk & audio support staff during live events. Software Experience

Microsoft Office Suite – Wordpress – ZenDesk (CRM) – Enterprise Wizard (CRM) – Five9 (Call Center) – Wishlist – Aweber – Photoshop – QuarkXpress – PageMaker – Adobe Creative Suite - 1Shopping Cart - Mail Chimp - Ontraport - Infusionsoft - RingCentral - Grasshopper - Mautic - Dreamweaver - Muse - Teamwork PM - Asana - Basecamp - MadMimi - iContact - iWork Suite - Infusionsoft - InDesign - Adobe Illustrator - Adobe Photoshop - SEMRush - Scribe - Google Analytics - Google Apps - GetResponse - Edgar - Buffer - Hootsuite- Mad Mimi - Wishlist Member Software - Viral Quiz Builder - Clickfunnels - LeadPages - Google Apps - Evernote - FreshDesk - Hubspot CRM - Smartsheets - Clarify

- iWork Suite - GoTo Meeting/GoTo Webinar - Webinar Jam - Aweber - Vertical Response Education

BA, Graceland University, Lamoni, Iowa Journalism – Graduated 1992 Relevant Courses/Seminars

Topgrading Workshop for Human Resources Professionals - Dale Carnegie Leadership Training - Sixth Division Infusionsoft Campaign Training - Love Based Copywriting Course - Autoresponder Madness Email Marketing Course - Hubspot Inbound Marketing Professional Certification Professional References and Letters of Recommendation upon Request

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