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Customer Service Manager

Location:
Allen, Texas, United States
Posted:
January 22, 2017

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Brea M. Mitchell

469.***.**** • acyeuy@r.postjobfree.com

CAREER SUMMARY

Experienced manager with a diverse background in project management, process improvement, and client service. Reputation for identifying and organizing resources, developing and refining processes in order to meet company and client objectives.

Online Payments Merchant Underwriting SaaS

Process Improvement Project Management

Proposal/Contract Management Customer Service Management EXPERIENCE

3/2015–7/2016 AppFolio Inc. Richardson, TX

Onboarding Specialist

Underwrite new and existing customers to assess risk for enrollment in AppFolio’s online payments platform. Train customers on best practices to increase usage of online payments, AppFolio’s largest revenue stream.

• Certify accuracy of client information to maintain compliance with NACHA regulations

• Facilitate rapid and accurate customer on-boarding, respectfully handling sensitive customer information

• Ensure successful implementation of online payments platform 8/2014–2/2015 McAfee SECURE Plano, TX

Account Services Specialist

Responsible for cultivating and maintaining relationships with customers to remove obstacles for purchasing or renewing McAfee SECURE Certification for eCommerce websites. Assisted Account Services Director with special projects and reporting.

• Perform subscription and account reviews in an effort to maximize client retention, averaging

$175,000 monthly in renewals

• Provide superior client service utilizing in-depth knowledge of McAfee SECURE’s SaaS products and services

• Prepare and submit proposals, negotiate pricing

• Liaise between customers and internal technical, engineering, and accounting teams in order to resolve customer issues

3/2013–8/2014 ConneXion360 Dallas, TX

Project Manager

Manage projects for pharmaceutical and finance clientele. Manage internal and external resources to produce promotional and educational broadcasts utilizing print, satellite, web, and teleconference technology.

• Identify, establish, and communicate task assignments, schedules and deadlines to internal team members and client groups

• Develop and manage timelines for all media, provide guidance to account team and agency departments for client growth and fulfillment

• Prepare detailed Medical/Regulatory submissions

8/2011–2/2013 National Security Exchange Richardson, TX Director of Marketing & Customer Service

Managed direction of marketing and customer service departments for a young, extended vehicle service contract company. Created marketing strategy and analysis. Refined call center sales script. Created and maintained departmental standard operating procedures.

• Communicated with external lead vendors regarding performance, analyses, lead audits, etc.

• Developed relationships with agencies and media buyers

• Managed refunds and refund processes, balancing corporate expectations and customer demands

• Contract management

11/2007–7/2011 Words et cetera, LLC Richardson, TX Copy Editor

Copyediting, proofreading, and project management for print, slide, online media, specializing in medical/ pharmaceutical. Projects included both regulatory and promotional materials, ranging from corporate newsletters and faculty development slide kits, to promotional and sales training materials, to labeling and prescribing information.

5/2005–10/2007 Physicians’ Education Resource Dallas, TX Marketing Project Manager

Managed multiple business development initiatives for a company producing continuing medical education

(CME) meetings and seminars for oncologists. Generated meeting budgets and proposals for pharmaceutical clientele and managed budget reconciliations. Developed meeting audit procedure to keep company in accordance with changing CME regulations.

• Created CME marketing literature for medical and surgical oncologists

• Implemented and managed mail campaigns targeting prospective and existing clients 3/2004–04/2005 AMS Production Group Dallas, TX

Project Manager

New business development for one of the largest video and film production houses in Dallas. Managed video and media production jobs by developing creative approaches to client communication objectives, consulting with potential clients, creating estimates and proposals, and securing contracts. Clients ranged from independent producers to CEOs of Fortune 500 companies. Scheduled, managed, and supervised media production for multiple key accounts.

• Created and set rates for standardized pricing for company and clients

• Established core relationships that resulted in winning large clients such as First Horizon Home Loans®, Aerus Electrolux, Ace Cash America, and Cisco Industries EDUCATION

University of Central Oklahoma Edmond, OK

Bachelor’s Degree

• Earned 100% of educational expenses via athletic scholarship for cross-country and track and part- time work

• Graduated Cum Laude



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