Customer Service Manager
Resume:
Charaunda Hubbard
Dallas,Texas 75254
Cell ● 469-***-****
● E-mail: *******@*****.***
Summary
Customer Service Manager
Self-starting professional with incredible drive and proven success. Creative thinker who exhibits innovative execution with all assigned projects. Objective leader with excellent organization skills. Excellent retention skills for maximum successful job performance. Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.
Highlights
Team management
Focused on customer satisfaction
Skilled multi-tasker
Deadline-oriented
Human resources audits
Maintains confidentiality
People-oriented
Organized
Professional Experience
iHeartMedia Dallas TX July 2020 - Present
Commercial Content Manager
* Manage incoming commercial copy and schedule accordingly
* Contacting advertising agencies to request commercial copy and traffic instructions
* Accurately process agency traffic instructions. Some instructions may include complex copy splits, blackout dates, and copy revisions
* Work closely with Sales Department as well as local and national agencies to ensure rotation runs correctly
* Apply changes in copy or rotation that might occur with schedule
* Maintain file of all commercial copy and instructions
* Completes all network production (i.e., barter spots, affidavits)
* May require flexibility in work schedules
* Assisting with meeting department deadlines
* Tracking and responding to incoming Continuity Operations email
* Assist sales coordinator in solving billing discrepancies
* Additional responsibilities as assigned by manager
iHeartMedia Dallas TX May 2015 – July 2020
VCreative Specialist/KAC -NATL Assistant
* VCreative is a web based commercial processing system.
* Assist with orders, copy, and data entry for sales teams, as needed.
* Cover for KAC (Key Assistance Coordinator) when they are out, or as needed.
* Direct communication with traffic managers, continuity directors, and sales staff.
* Perform designed routine tasks required of Account Executives by other departments.
* Coordinate commercials approval with clients.
* Receive commercial orders and revisions from sales teams.
* Coordinate and secure outstanding commercials copy with sales.
* Verify copy accuracy once processed
* Enter copy quickly and accurately for local and national sales department
* Respond to client and sales rep requests regarding copy changes and process confirmations
* Type & proofread correspondence, file and make copies, relieve receptionist.
Brinks Inc. Dallas TX Oct 2014 – May 2015
HR Associate/Compliance Coordinator
* Select and schedule interviews for candidates for all available positions.
* Conducted telephone interviews for all candidates.
* Explained human resources policies and procedures to all candidates
* Answered candidate questions during the phone screening process.
* Maintains records for documentation and audit purposes.
* Assists in the implementation of HR initiatives and compliance projects as assigned.
* Collects, organizes, evaluates and analyzes employee data.
* Assists in responding to audits conducted by federal and state agencies.
Westwood One Dallas TX July 2008 – August 2014
(Formerly Cumulus Media Networks)
Manager-Affiliate Service
* Provide customer service to affiliates and clients
* Process approximately 10-15 new affiliation a day
* Assist affiliates with system issues and access to daily content
* Coordinate collection activities for assigned accounts
* Contact affiliates reported to have delinquent affidavits
* Responsible for getting monthly reports to clients (Nielsen; VCreative; InterTech)
* Interviewed, hired, and trained new Client Service Representatives
* Manage a team of four Client Service Representatives
* Monitored the daily activities of the four Client Service Representatives
* Provided detailed monthly departmental reports and updates to senior management
* Assist affiliates with weekly traffic instruction; schedules; and audio
Cumulus Media Networks Dallas, TX March 2004 - April 2008
(Formerly ABC Radio Networks)
Clearance Representative
* Provide customer service to affiliates and producers
* Process start up stations
* Coordinate collection activities for assigned accounts
* Maintains integrity of software database
* Provide monthly reports for Research including Neilson ratings
* Manage collection schedules and deadlines
* Track and audit commercials schedules for affiliates
*Upon stations request send spots; schedules; and traffic instructions
* Assist station with completion of Entertainment and Direction (News) affidavits
* Send affidavits monthly for Entertainment and Direction News via email or fax
* Send stations copy of promos and feature CDs upon request
* Process affidavits via CNC as they are returned
* Contact all affiliates reported to have delinquent affidavits via email or fax.
ABC Radio Networks Dallas, TX July 2000- March 2004
Account Payable Clerk
* Processing invoices submitted from different vendors/departments
* Look over each invoice as they were submitted and make sure they have the proper coding to charge to the correct department cost center
* Process the information from the invoices into the system so a check can be process for payment
* Responsible for generating checks for stations monthly compensation payment and getting them out in the mail
Education
1994
Texas High School Texarkana, Tx
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