Manager Customer Care

MARITA (MARTY) L. MARTIN-TURNAGE

Indianapolis, IN, 46240 260-***-**** ***********@*****.*** www.linkedin.com/in/marita-turnage-692b1b21/

Project Management Leadership Customer Service

Experience and Qualifications Snapshot

Enterprise Customer Success Manager with an eye toward process and product improvement. Proficient in multiple disciplines including training and development, project management and Customer Care. Excellent interpersonal communication skills with the ability to convey complex concepts and procedures in terms understandable to a diverse audience. Able to quickly analyze a scenario and find potential weaknesses inherent to a process and suggest a successful resolution.

Key Areas of Expertise

Process Improvements – Relationship Management – Budget Management – Strategic Planning

Customer Satisfaction – Training/Coaching/Mentoring – Cross-Functional Initiatives – Team Management

PROFESSIONAL EXPERIENCE AND CONTRIBUTIONS

SONICU INC. 2020-Present

Sonicu is a leader in automated temperature monitoring, with a full suite of complementary monitoring solutions. Utilizing a secure cloud platform and the latest wireless sensor technology, Sonicu protects critical assets, automates manual data logging and helps clients adhere to regulatory requirements.

Enterprise Customer Success Manager, Greenfield, IN

Deliver the SaaS and Troubleshooting Support for large Enterprise Accounts across the nation such as Hancock, Hendricks, and IU Hospitals as well as small sales of additional services and products.

Facilitate the Training and Implemetation of the accouts and educate the key client Stakeholders for these Enterprise Accounts.

Responsible for the Renewal of yearly SaaS contracts and adding the calibration of hardare in order for clients to meet compliancy for their respective industries.

Work with Hubspot, ODOO, Twilio, Zoom, Yeams, PowerPoint, Excel, and Saleforce.

STANLEY BLACK & DECKER 2019-2020

Stanley Black & Decker is a Fortune 500 world-leading American manufacturer of industrial tools and storage, commercial electronic security and engineered fastening systems.

Regional Subcontractor Manager, Fishers, IN

Delivered subcontractor cost reductions by leading strategic subcontractor sourcing for each market within assigned region or regional cluster

Enhanced subcontractor quality and performance results, through instituting criteria for subcontractor evaluation and managing prequalification process

Drove competition through enhanced and standardized bidding and negotiation process, supported by field operations and install teams, provided final recommendation for subcontractor

Created opportunities for collaboration and value-engineering through strategic management of relationships with partner subcontractors

Developed and implemented sourcing strategies for subcontractors for install projects including assessment of SBD Security capital needs, market trends and understanding supplier economics

Led process to select and manage subcontractors for project install for assigned region or regional cluster (RFP creation, bidding documentation, contract reviews, analysis of bids and price and schedule negotiation)

Set criteria for subcontractor evaluation, developed and maintained scorecards to track subcontractor performance and quality and adjust sourcing strategies based on performance and business unit input

Monitored contract compliance, customer satisfaction and solved operational issues with subcontractors (e.g. quality, delivery and service issues)

Established and maintained contractual and business relationships with critical subcontractors, including conducting pre- qualification processes and expanding pool of quality bidders

Developed, championed and ensured implementation of ideas to optimize SBD Security’s total cost of project delivery year-over-year for subcontractors

Established key performance metrics for each spend category (e.g. cost per unit, total product expense) including defining the data collection process, forecasting budgetary impact, tracking savings, ensuring savings were captured in budgets and communicating performance to senior leaders

Remained current with market trends through relationships with vendors and market experts

Identified/defined sourcing best practices within and external to SBD Security; worked with key stakeholders to ensure that those best practices were widely adopted by SBD Security groups, segments and subsidiaries

Aided SBD Security acquisition strategies by completing the due diligence (including assessment of synergies) and integration activities for the spend categories

Maintained working knowledge of applicable laws and regulations (country, federal, state and local as applicable to assigned region or regional cluster) as well as internal policies (e.g. ethics) or procedures to ensure behavior exhibited by the organization is honest, ethical and professional.

COMCAST NBC UNIVERSAL 1995-2019

NBC Universal Media, LLC is an American mass media conglomerate owned by Comcast.

Manager, Indirect Retail Sales, Indianapolis, IN, 2015-2019

Ensured company objectives, such as subscriber growth, sales and productivity goals, were met or exceeded by utilizing the necessary reports for coaching and development of supervisors, account executives and frontline retail event representatives

Participated in special project teams to increase internal and external customer satisfaction such as Mystery Shoppers and NPS

Served as POC for Heartland CSG conversion

Worked with 3PL owner to ensure monthly RGU, staffing and customer satisfaction metrics were met/ exceeded

Created and executed monthly RGU budget; assessed staffing, sales trends and 3PL contribution to business objectives

Managed processes and created new procedures as needed to ensure work streams were efficient and effective

SME for Indiana launch of simple, easy sales initiative; helped identify/escalate gaps to improve future launches

Manager, Customer Care, Ft. Wayne and Indianapolis, IN, 2005-2015

Managed Fort Wayne call center with over 100 FTE and 5 supervisors

Responsible for retention of customers, general trouble shooting, sales and billing

Ensured company objectives such as subscriber growth, sales and productivity goals were met or exceeded by utilizing the necessary reports for coaching and development of supervisors

Participated in special project teams to increase customer satisfaction (Voice of the Customer – survey program)

Trained and managed 2 teams of dual trained (CSG and AMDOC) supervisors and agents

Served as POC (point of contact) for Heartland credits, Career Advance Path and for Nexidia call SharePoint site

Served as manager of iChat Helpdesk for Heartland Region which handled local and corporate escalations

Co-represented the Heartland Region for current S4 and National Quality Calibration sessions

Managed processes and create new procedures as needed to ensure work streams were efficient and effective

Training and Development Professional, Ft. Wayne, IN, 2002-2005

Assisted in creating process improvements in customer satisfaction

Completed Level 2 certification prior to transitioning back to care

Supervisor, Customer Service, Ft. Wayne, IN, 1998-2002

Ensured company objectives such as subscriber growth, sales and productivity goals were met or exceeded by utilizing the necessary reports

Participated in special project teams to ensure the Think Customer First baseline goals were met or exceeded

Led cross functional TCF escalations meetings and maintained reports to identify gaps in customer satisfaction

Served as POC manager for Fort Wayne system

Led STOMP cross functional project team to create collision calendar of events from all departments to alleviate impact to internal and external customer

EDUCATION

PURSUING ASSOCIATES DEGREE, Healthcare Management, Ultimate Medical Academy, Tampa, Fl.

ADDITIONAL INFORMATION

Training: Fast-Track Leadership Program- Dearborn, MI, 2000-2007, Comcast Manager/Director Program (High Potential Leader)- 2008, Comcast Fundamentals of Leadership Program (High Potential Leader)- 2009, PMP Certificate for 35 contact hours/training- 2018, OCL Manager Transform Certificate of Completion- 2019

Associations and Activities: Girls Inc. Lunch Bunch and “Redefining Beauty” at Clinton Young Elementary School, Member of the Board of Directors for Fort Wayne UL, Volunteer for Big Brothers/Big Sisters Lunch Buddy Program, Member of ERG Women’s Network, ERG Black Professionals, Member of the Board for WICT/Great Lakes Region

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