Customer Service Support

Thomas G. Hessemer

Westfield, New Jersey ***** • 201-***-****

*************@*****.*** • linkedin.com/in/tom-hessemer-5452032

Client Services Director

Growth-focused public relations executive with proven success stewarding accounts and leading high performing client services teams to ensure increased customer loyalty, satisfaction, and growth to drive revenue

— Areas of Expertise —

Sales & Marketing Strategies Account Development & Growth Ongoing Needs Assessment

Consultative & Solution Selling Exceeding Revenue Goals Long & Complex Sales Cycles

Hard-Hitting Negotiations Client Satisfaction & Retention Strategic Account Management

Professional Experience

MKMarketing/DRDemo Pine Brook, New Jersey

Sales Representative, 2018 – Present

Leverage proven sales and marketing strategies to increase revenue from supplemental health products. Showcase products and communicate specific health benefits to prospective customers at roadshows. Train new employees across New Jersey on product knowledge and sales and marketing techniques. Consistently meet and exceed weekly sales goals.

Delaware North, Red Bull Arena Harrison, New Jersey

Quality Assurance Supervisor, Seasonal 2018 – Present

Ensure highest level of customer satisfaction at venue during professional soccer matches. Oversee and grade concessions personnel for delivery of customer service, communications, and overall appearance using mobile app, Checkit. Assist customers with transactions at self-service kiosk machines.

Delaware North, Metlife Stadium. East Rutherford, NJ

Beertender, Seasonal

Engage and serve customers alcoholic products, confirm legal age, and manage inventory at various scheduled events (Professional football, college football and music concerts). Complete financial transactions with 100% accuracy.

Megaphone Media New York, New York

Senior Account Director 2020 – Presen

Develop relationships with non-profit, public relations agencies, trade associations, and corporate clients to gain deep understanding of broadcast service needs and promotional goals. Build relationships with potential new accounts and cultivate retention and business expansion opportunities to drive revenue growth.

Key Accomplishments:

Identify new leads and grow network by attending events and researching potential clients.

Serve as point of contact for clients and meet with key accounts to discuss satisfaction with service and resolve conflicts in order to solidify business relationships.

PVH Bridgewater, New Jersey Account Executive Seasonal Nov/Dec 2018

Held responsibility for managing customer service inquiries for Calvin Klein, Speedo USA, Tommy Hilfiger, and Heritage Brands from Ecommerce accounts. Worked with accounts to achieve sales plans and develop profitability of the company during Black Friday and Cyber Monday.

4Media Group Bentonville, Arkansas

Vice President Client Services 2016 – 2017

Within high-volume account management and customer support role, addressed and resolved diverse client needs to ensure retention and satisfaction primarily across northeastern United States. Upsold services and built relationships with clients to secure lasting revenue stream. Facilitated off-site and online presentations about company capabilities and services with top New York City agencies. Mastered Salesforce software to better manage client relationships.

Key Accomplishments:

Spearheaded new broadcast PR services in the United States for the London-based company.

Successfully completed first sales for company to a top ten PR agency for a retail food chain, a mid-sized agency for a money sharing mobile app, and a major financial services corporation to promote retirement savings.

DS Simon Strategic Video Communications New York, New York

Senior Director 2014 – 2016

Established new business accounts and managed existing accounts utilizing Salesforce database. Increased longevity of accounts by providing individualized customer service and developing relationships with account holders. Served as a member of PRSA-NY to further education and industry knowledge while promoting awareness of company.

Key Accomplishments:

Increased revenue by more than $500k by creating new accounts for company; and consistently met and exceeded sales quotas set by CEO on a monthly and annual basis.

Developed a new digital platform for distribution of Public Services Announcements (PSA) resulting in a new revenue stream that brought in more than $100k within the first 12 months.

News Broadcast Network New York, New York

Client Services Director 2006 – 2014

Built strong, positive, and collaborative working relationships, both internally, and externally with the non-profits, public relations agencies, trade associations, and corporations. Worked in conjunction with clients to develop most efficient ways to increase brand visibility. Assisted clients with budget development and provided recommendations and services to develop most creative, targeted, and cost-effective strategies. Used ACT database to maintain sales and contact information.

Key Accomplishments:

Increased company revenue to $1M annually.

Consistently met and exceeded quarterly goals by securing new business clients.

Education and Credentials

Bachelor of Science in Communications and Business

St. John’s University – Jamaica, New York

Community Involvement

Westfield Little League Baseball Manager, Westfield, New Jersey

Westfield Youth Soccer Association Certified Coach and League Administrator, Westfield, New Jersey

Koinonia Academy CYO, High School Basketball Scorekeeper, Public Address Announcer, Plainfield, New Jersey

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