Freelance Consultant Customer Service

JENNY P STACEY

Hidden Ponds

** * **** ***

Felton De 19943

302-***-**** 4629

*****.*.******@*****.***

My nature drives me to lead with empathy.

Empathetic Management demands that I actively listen, remain patient,

present, open minded, resilient, honest, transparent, assertive,

analytical, diligent while managing escalation and expectations, and

always appreciative to my team and my customers. Without them, we

will never thrive.

Customer Success Manager • Director of Customer Service • Sales Manager • Director of Sales

Leadership • Client Retention • Client Escalation Management • Sales Forecasting

Successful Incentive Program Implementation • Increased Sales Associate

OBJECTIVE

To gain a remote management position within an organization who strive to make a difference in the lived of those they serve through action not mere lip service. I am excited to utilize my 20 plus years of knowledge and experience.

WORK EXPERIENCE

Self Employed -

Felton, DE. 2016 - present

Freelance Consultant

Created and launched WordPress websites

maintained website performance and handled troubleshooting for WordPress clients

managed company WordPress website backend including plugins tools and

database

launched holiday WordPress themes and plug-in that led to boost in sales

developed customized responsive WordPress themed

built new WordPress pages and updated existing ones

Designed, maintained and monitored web pages plugins and functionality for

continuous Improvement

worked with a team of developers and other department heads on SEO and a/b split

testing strategies to improve marketing effectiveness

managed and created reports and analytics yo keep all parties utd with website

development

Populated ecommerce sites on Shopify

Languages

HTML

CSS

PHP

JavaScript

● Grow business through creative content and carefully planned digital marketing strategies.

Assess company CS, Sales, and Marketing Operations to determine strengths and weaknesses

to build on and strategize opportunities for improvement.

Increase long-term subscribers, conversions, SEO methods, online exposure, and cash revenue

through creative, engaging, and viral content strategies.

Assist with market research, product launch campaigns, buyer personas, buyer journey

mapping, content calendars, flywheel model planning testimonial retrieval, and sale copy.

Create customer support and sales campaign scripting, email automations, SMS, testimonial

campaigns, blogs, eBooks, white papers, landing pages, and product descriptions.

Abna International,

Dover, DE 20121 - 2016

Director of Client Success

● Increased new sales 60% within the first 6 months through leadership and team management.

Oversaw Campaign Renewals and Upsells increase through monitoring data, tracking success,

presenting statistics, and offering accountability for consistent improvement.

Improved One Call Solutions by assessing the strengths of individual reps as well as the teams

collectively, implementing weekly training, and mandatory training of all CSRs.

Decreased CSR call time 30% through collaboration with Sales and Marketing to create a more

streamlined processes and customer loyalty programs.

Met customer quotas for 26 months across all customer campaigns through ongoing training

and performance feedback to teams and individuals.

PSGOC

Selbyville, DE 2008 - 2011

Director of International Sales & Client Development

Grew company sales by almost 100% the first year and at 20% each year following through loosely

researched, coordinated, monitored and formulated direct marketing activities.

● Managed the hiring, training, performance evaluations, and ongoing mentorship of Customer

Service, Marketing and Sales employees.

Evaluated financial goals, budget, appropriations, return, and profit loss projections.

Identified, developed, and evaluated marketing strategies, KPIs against competition history to

analyze results and improve performance.

Restructured marketing approach to streamline processes in social media, emails, newsletters,

regular membership specials, and direct mail opt ins.

After we closed distributorship programs, Grew sales team by creating remote commission only

positions. Managed 12 reps worldwide and increased sales by 600%.

Dynamic Marketing & Research Associates,

Easton, MD 1994 - 2007

VP of Sales and Marketing

● Assisted Marketing efforts such as New Client Development Calls, Direct Mail Copy, Periodical

Advertising, issuing press erases, networking at trade shows, and conference events.

Hired and trained within Customer Service, Sales Management, and Marketing to fulfil new

trends and opportunities, such as online marketing and social networking.

Authored weekly newsletter for potential clients, customers, and employees alike

Created ongoing direct mail pieces and email marketing campaigns to drive sales.

Spoke at premiere marketing events to boost company reputation and sales.

Oversaw all department heads and ensured processes, policies, productivity, statistics,

technologies, and profit margins were optimized and reported to the CEO.

EDUCATION

Towson State University, Towson, MD

Associate’s Degree

TECHNOLOGIES

Applications: Microsoft Office, Excel, Word, Publisher, Power Point, Outlook, One Note,

Access, Google Drive/Suites/Slides/Classroom/Ads/Docs, Asana Monday, Co Schedule, Salesforce,

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