Customer Service Quality Control

DONALD E. CARROLL

**-** **** ******, #*-L - Long Island City, New York 11101

917-***-**** - adzg0a@r.postjobfree.com

MARKETING/CRM DATA STEWARD

Team player, capable of identifying and forming solutions for problem areas dealing with the Client Relationship Management process. Focusing on data collection/entry, research and analysis to maintain data integrity

MS-Office - Word/Excel/Access

InterAction CRM

EXPERIENCE:

SHEARMAN & STERLING, LLP. 3/2011-2/2023

InterAction (CRM) Data Steward / Analyst

Database Management for Marketing Department. Monitoring the CRM database to ensure accuracy, and completeness- of said information.

Research

Data merging

Field value standardization

End user training with regard to Database best practice

THE DEAL LLC, New York, NY 2003-2009

Financial news publisher focused on providing information services concerning the corporate and financial business arena globally.

Marketing & Database Associate

Maintained marketing databases for subscription and advertising sales, comprised of over 700K individual listings covering 6 separate in-house data sources. Liaison between the fulfillment house and circulation management. Conducted all queries accordingly for sales / marketing campaigns and reports.

Optimized address files, detected geographic and demographic changes in location, name, title, industry codes, and contact information with the end result being the creation of a complete, single customer view for up-sell and cross-sell.

Managed and consistently refreshed the client Opt-In program data for 3rd party marketing

Managed and minimized the unsubscribe/bounce email complaint rates and best practices strategy for international spam regulation compliance.

Streamlined the insertion process of all pertinent data into multiple CRM and Invoicing systems.

Liaison for data exchange and special projects with outside fulfillment house.

Developed queries on an as needed basis for numerous sales/marketing projects and ensuing analysis reports.

Created the unified listing of all internal and external databases existing throughout the various in-house systems and used globally.

Trained the subscription sales staff in the proper use of in-house business systems.

Executive & Academic Sales Administrator

Expanded relationships with assigned financial, corporate and academic institutions to broaden the client awareness of all available products with the outcome resulting in an overall increase readership and product use.

Provided customer service with solutions to client delivery and online access issues.

Managed 90+ corporate groups, maximizing sales and renewals while simplifying the client billing and tracking process.

Provided customer service with solutions to client delivery and online access issues.

Trained new staff in the use of CRM software as well as MS Office applications.

Implemented special projects as assigned by Marketing Director.

UBIQUS/NATIONWIDE REPORTING, New York, NY 2001-2002

Professional transcription, translation, interpretation, and audience response services.

Quality Supervisor/Technical Advisor, Transcription Services

Managed team of 10+ in-house and independent transcription staff members. Reviewed and made final assignment of each transcription project. Also responsible for the re-formatting of European to US and MAC to PC MS product format conversion during this time period.

Resolved all primary client service issues with the NYC Board of Education transcriptions.

Developed the disaster recovery policy and procedures post Sept. 11th, business as well as the training manuals for UBIQUS-US.

Participated in the recruiting, hiring and training of in-house and independent transcription staff. (10 employees in all)

Coordinated work flow and quality control of transcription projects, writing and delivery of materials to clients internationally and domestic.

CAREERENGINE, Inc., New York, NY 1999-2001

Quality Control Manager

Implement and maintain Quality Control testing processes, policies and procedures as developed by the QC Department. Primary duties were/are as follows:

Training and management of 3-4-person QC department, including Web Editor, to act as a unified support team covering 30+ websites.

Assign, track, and coordinate corrective action plans.

Established and coordinate he file transfer protocol and system all web based projects.

Coordinated the File transfer/upload and launch for Network Site Overhaul/Redesign (15+ sites involved).

Provide weekly and monthly reports related to current and upcoming project status.

Created departmental training manuals as well as user manuals for individual ASP projects.

Liaison between web developers and sales/marketing departments for software and new product training.

Implemented and manage Customer Service Quality Assurance triage effort

Set-up cost efficient and expedient bulk e-mail program for marketing & sales.

Liaison between Career Site Advisors and development staff.

Trained Sales and Marketing staff in the effective use of MS Office products. Concentrating on PowerPoint and Excel.

EDUCATION/TECHNICAL:

Old Dominion University, Norfolk, VA Tidewater Community College, Norfolk, VA

Major: Communications/English Business Management/Psychology

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