Customer Service Marketing

Kevin Coleman Lisk

530-***-**** ************@*****.*** www.linkedin.com/in/kevinlisk

Reliably manages product lifecycle to meet delivery of customers’ expectations of product features. Demonstrates excellent communication with stakeholders at all levels and all technical backgrounds. High attention to detail and strong ability to remain adaptable to changing environments while maintaining a high quality of standards. Passion for learning and developing new systems and technologies. Proven decision maker who is comfortable working in a fast- paced environment that requires strategic thinking to find creative and high-quality solutions. SKILLS & KNOWLEDGE

Team Leadership

Agile & Project Management

Product Management

Quality Assurance

Customer Service

Desire to Learn

Critical Thinking

Process Development

Vendor Management

PROFESSIONAL EXPERIENCE

SMARTZIP ANALYTICS, INC. - PLEASANTON CA (AUG 2011 – CURRENT) MANAGER, MARKETING SERVICES Sept. 2013 - Current Promoted to cultivating and retaining relationships with product vendors and maintain marketing budget worth more than $2.5 million. Collaborate with Engineering on projects to develop solutions that improve efficiency through enhanced processes and automation. Experience with implementing new and complex 3rd party technologies related to marketing and recurring billing subscription. Identified and implement ways to improve marketing features while maximizing profit margins.

Identify and communicate system and design requirements, acceptance testing and QA process to initiate development for automating marketing systems. Identify barriers in product delivery, generate solutions and communicate required enhancements.

Worked in conjunction with Engineering to introduce SaaS tool for online advertising. Consulted with Engineering team on necessary specifications for automating creation of multichannel marketing campaign and strategy for monitoring performance and budget based on internal stakeholder and client provided feedback and needs.

Worked with 3rd party vendor to develop scope, acceptance testing criteria and sprint schedule to adopt recurring billing subscription system.

Oversee development and implementation of content for new client service hires and ongoing training programs. TEAM LEAD, MARKETING SERVICES Sept 2012 – Sept 2013 Promoted to develop a new department that is responsible for the management of all marketing materials and vendors. Presented SmartZip VIP Award in December of 2012 for providing exemplary service to clients. Presented Oustanding SmartZipper! Award in May of 2013 for successfully taking on multiple roles.

Developed QA process and templates to maintain efficiency and high quality standards. Reduced average client set up time by 70%

Managed end-to-end development of direct mail program. Collaborated with Engineering team to create scalable marketing solution. Transitioned client base to new print vendor that had capacity for demand which had increased 700% in 9 months.

Supervised online ad fiscal and impression budgets for online advertising campaigns. Transitioned client base to ad exchange that could provide a larger reach for advertising. TEAM LEAD, CUSTOMER OPERATIONS June 2012 – Sept 2012 Promoted to provide support and direction to dedicated team members, guaranteeing exceptional care to clients.

Focused on scaling Customer Operations as customer base increased by average of 80 clients a month.

Collaborated with management and sales team to define and establish initial “White Glove” program for the most influential and highest valued clients.

SENIOR CLIENT ACCOUNT MANAGER Feb 2012 – June 2012 Promoted to manage highest valued contracts which value equated 30% of company revenue.

Partnered with leadership to developed marketing strategies and templates for client base. CLIENT ACCOUNT MANAGER Aug 2011 – Feb 2012

Developed reusable templates using Microsoft Office to improve department quality and efficiency. Developed monthly toolkit to assist clients with their marketing efforts. EDUCATION

BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION (Financial Services & Management) - California State University, Chico 100% of Education & Living Expenses Financed Independently

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