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Customer Service Manager

Madison, WI
February 25, 2020

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630-***-**** •• 6202 Glenbrook Cir, Madison, WI 53711 Focused and driven sales professional offering over 15 years of experience in relationship building, account retention and profit channel growth. Self-motivated leader with expertise in expanding network connections, introducing products and educating clients. Skilled in implementing pricing strategies, developing territories and revealing customer needs to deliver solutions.

Process implementation

Customer satisfaction

Staff development

Team leadership

Salesforce proficient

New business development

Oct 2019 - Current

Madison, WI

Senior Account Executive / Infogroup

Met with new customers to provide product and service information, listen to needs and learn about business operations Grew revenue on existing customer base by 16% through customer education of business solutions and product offerings Exceeded overall targets by 31% in first quarter in role Jan 2019 - Oct 2019

Madison, Wisconsin

Business Development Executive / Infogroup

Uncovered and qualified prospects and sales opportunities in targeted markets using external resources

Researched and identified opportunities for account growth, account penetration and market expansion

Cultivated long-term agreements with new external partners Represented Infogroup at multiple expositions and business conferences, building relationships with potential customers and partner organizations

Worked with executive team to design and implement process improvements within existing workflow

Aug 2017 - Jan 2019

Madison, Wisconsin

Service Manager, Online Services / Wolters Kluwer - CT Corporation Built newly developed sales team specifically designed to provide end-to-end service for all new-to-franchise customers served through Online channel

Worked with marketing, sales, customer service, and operations teams to develop and optimize processes for both customer experience and team member workflows

Responsible for all areas of team leadership including hiring, training, P&L management, as well as partnering with other internal groups to develop enhancements specific to online order process

Directly responsible for over $9 million in annual revenue, as well as ongoing customer retention for broad portfolio of customers Increased revenue through online channel by 12% over previous year while improving productivity by 22% over same period Improved online customer experience score by 49 points over single year period

Aug 2016 - Sep 2017

Madison, Wisconsin

Regional Service Manager, Small Business Segment / Wolters Kluwer - CT Corporation

Led group composed of four service teams responsible for delivering exceptional customer experience to over 300,000 Small Business accounts. Group responsibilities included filing corporate documents, selling corporate compliance products and services, and providing account management services in fast-paced business-to-business environment

Responsible for all aspects of success for business, including reporting and results management for all service teams, weekly and daily scheduling and performance management, and hiring and training of new employees

Increased productivity by 18% within first six months in position through implementation of new strategic initiatives and restructure of workflows

Improved on-demand revenue by 11% over previous year, and subscription revenue by 7% over same period

Customer service as measured by Net Promoter Score improved by 16% over previous year during tenure

Led planning and implementation of organizational realignment for Small Business Segment

Jan 2015 - Jul 2016

Madison, Wisconsin

Customer Service Manager / Wolters Kluwer - BizFilings Managed team that led division in customer service as measured by customer surveys, increasing overall results by 13% over previous year

Led team responsible for over $2 million in direct net revenue, including 16% growth over previous year, with direct reports increasing their individual Net Revenue contribution by over 30% versus previous year

Led expansion of BizFilings brand to include West Coast office in Irvine, CA, including recruiting, hiring and training of new team members working remotely

Participated in Adjunct Professor program as classroom facilitator for internal training team devoted to improving professional skills of peers nationwide

Oct 2013 - Dec 2014

Madison, Wisconsin

Incorporation Specialist / Wolters Kluwer - BizFilings Daily responsibilities included informing and engaging business- to-business customers on variety of filing and compliance needs, emphasizing exceptional service to drive sales

Led team in individual sales for 2014, with average monthly sales exceeding team average by 64%

Jun 2006 - Oct 2013

Madison, WI

Store Manager / Starbucks Coffee Company

Represented Starbucks in community through coordination of charitable contributions, community event organizing and relationship with area chamber of commerce

Led area-wide job fairs, hiring for all store areas as well as management team; Facilitated training for employees from multiple locations, training managers and hourly employees for store and district

Managed multiple locations concurrently, exceeding revenue and quality targets

Twice recognized as Manager of the Quarter, for Mid-Atlantic Region in Q2 2010 and for Midwest Region in Q4 2012 Sep 2001 - May 2006

Chicago, IL

Store Manager / Borders Books, Music & Café

Responsibilities included scheduling, inventory management, multimedia and café operations, maintaining excellent customer service standards and delivering exceptional internal audit results in four- and six-million- dollar locations Oversaw opening of new location in Chicago, IL, including hiring and training all employees, and development of community relationships for new flagship store

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