Client Services Manager

***************@*****.*** 402-***-**** Page * of 2

TOLANDRA COLEMAN

402-***-**** ***************@*****.***

www.linkedin.com/in/tolandracoleman/

● Strategic Planning

● Detail Oriented

● Policy Improvement

● Risk Analysis Mitigation

● Training and Development

● Market Research Analysis

● Interagency Collaboration

● Cross-Functional Leadership

● Relationship Builder

Marketing Execution

● Lead account teams to rebrand a B2B client from website, logo, trade publication, trade show, grassroots efforts, and direct mail marketing strategies.

● Increased visibility by 50% at University of Nebraska Women’s Center.

● Acted in the role of Brand Ambassador for countless concepts/products/events.

● Executed, analyzed, and evaluated media recommendations, creative output, research reports and client data relative to client's needs and objectives to produce annual Marketing plans with measurable results

Account/Client Services

● Communicated project status to client while delegating work to team members.

● Promoted from Assistant Account Manager to Regional Client Services Account Manager within 15 months due to success with B2B & B2C clients.

● Produced campaigns that had an ROI of over 700% and a direct mail campaign that placed 4th in International Echo Awards 2010.

Technical Skills

● Microsoft Office. 80% proficient in Excel, Word, Outlook, Powerpoint.

● Customer Response Management (CRM). Researched, designed new for captive clients, and regularly operated for daily operations.

● Production Tools - Utilized to manage project workflows, ensure timely deployments, monitor bugs, create, move, track, and resolve other use cases as needed for clients.

(Not limited to the following as some software is proprietary to the respective company) JIRA

Asana

Egnyte

Sendhub

Stripe

Zendesk

Mailchimp

Hoopsuite

Smartsheet

Google Suite

Social Media

Various Analytics

Measurements

Salesforce

Various Remote

Streaming Services

● Solid understanding of the web and related technologies including (user experience, web development, web services, integration, application management and hosting). Event/Project Planning and Coordination

● Presented concepts, ideas, and details to all collaborative parties.

● Organized career fairs, leadership conferences, workshop series, discussion groups, and community service projects.

● Logistically planned client meetings, organizing accommodations, meals, & details.

● Created the scope of work for clients, and assessed outcomes, while setting the weekly, monthly, and then annual expectations to keep our reach goals in line and on budget. Human Resource Specialist

● Made recommendations to management after sourcing active and passive candidates.

● Wrote and defined job descriptions to distribute throughout contacts, job boards, advertising, and networking opportunities.

● Developed operating manuals, conducted orientations, and designed forms in adherence with national employment rules and regulations. S U M M A R Y O F Q UA L I F I C A T I O N S

***************@*****.*** 402-***-**** Page 2 of 2 E D U C A T I O N & T R A I N I N G

MRM 100% Remote

Project Manager 2021 - Present

● Project coordination for multi-market global initiatives to GM Brand Websites.

● Detailed review auditing sites, tickets, and reporting solution-oriented findings.

● Troubleshooting and triaging Content Mgmt System (CMS) pages, components, etc. Batterii 100% Remote

Associate Community Manager 2020 - 2021

● Managed consumer community through virtual marketing research projects.

● Collaborated with recruiting, project management team, and client to develop completion strategies while maintaining tight timelines and consistent communication. Lyft Cincinnati, OH

Community Associate 2018 - 2020

● Supported the OH team in marketing, ideating, creating, and executing brand initiatives.

● lead logistics of events, facilitated follow-up, managed selection, and acted as liaison. Cincinnati Works Cincinnati, OH

Staffing Specialist 2015 – 2017

● Managed a caseload of up to 75 clients providing job matching, resume creation/editing/feedback, with the population in poverty, including ex-offenders.

● Conducted workshops, interview preparation, and 1:1 session with clients.

● Contributed to increasing the average starting wage to over $10.25/hour. Lawn Life Cincinnati, OH

Office Manager 2014 – 2015

● Lead and executed administrative operations for a growing social enterprise.

● Promoted from Administrative Assistant to Office Manager in 4 months.

● Coordinated real estate projects and renovation projects with budgets up to $150K. Belterra Park Gaming & Entertainment Center Cincinnati, OH Grand Opening Talent Specialist (Contracted Seasonal) 2014

● Administered resume review, phone screening, face to face group interviews, applicant recommendations to management, and kept candidates engaged through the process

● Conquered the goal of securing over 800 new hires in 4 months, 2 months early! Mathematica Policy Research Cincinnati, OH

Project Field Interviewer (Contracted Position) 2012 – 2013

● Screened, located, and administered detailed questionnaires for face-to-face interviews.

● Obtained security clearances for USDA and the Department of Education. Strategic America Des Moines, IA

Client Services Regional Account Manager 2008 – 2011

● Generated strategic, innovative, creative ideas and solutions for client and agency projects after researching previous successes and trends in the industry. 25% of campaign ideas were implemented annually

● Monitored all budget activity, ranging from $60K to $3M on assigned accounts.

● Produced campaigns with over 700% return on investment (ROI); Recognized for a direct mail campaign that placed 4th in the International Echo Awards 2010 Union Institute & University Expected Graduation: 2022 Currently enrolled in pursuit of a Bachelor of Science in Business Management University of Nebraska at Lincoln 88 completed credit hours Completed 88 credit hours towards a Bachelor of Journalism in Broadcasting. Coursework concentration in Marketing, English, and Political Science. Dr. J. Laster Community Engagement Academy, Graduate Closing the Health Gap 2019 Undivided Facilitator Training. Crossroads 2017 Bridges Out of Poverty & Applying Bridges Concepts, Workshop Aha Process Inc 2019 E X P E R I E N C E

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