Customer Service Project Management

KIERSTAN KALLAM

Thornton, PA *****

********.*@*****.*** 484-***-**** www.linkedin.com/in/kierstankallam ADMINISTRATIVE PROFESSIONAL

Versatile and resourceful professional with extensive experience in administrative duties. Detail oriented, yet work quickly and efficiently. Results oriented; dedicated to getting the job done in addition to producing quality products. Perform effectively in teams and as individual contributor. Expertise in:

Email and Calendar Management Project Management Email Marketing Managing Marketplace Selling Platforms Vendor Relations Customer Service PROFESSIONAL EXPERIENCE

ROBISON LEMON LAW GROUP, LLC, Remote Jan 2024 to Present Assistant to Founding Partner

• Provide management and processing of all incoming mail through PO Box

• Process dealer invoices and send settlement checks to clients

• Maintain storage and proper labeling of documents and files

• Update client information in Salesforce on a daily basis BELAY SOLUTIONS, Remote Dec 2017 to Feb 2024

Virtual Assistant to CEO of Savingforcollege.com

• Provide professional and personal support to CEO; email management and calendar management, as well as bill paying, appointment scheduling, gift purchasing.

• Manage busy travel schedule for business and leisure, domestic and international, including extensive air, hotel/Airbnb, transportation and activity planning.

• Fulfill company office duties including general HR tasks such as, writing and posting job descriptions, screening resumes and candidates, and scheduling interviews;

• Manage company newsletter setup through Mailchimp; respond to customer service inquiries. DAVID’S BRIDAL, Conshohocken, PA 2006 to 2017

Marketplace Channel Manager (Amazon/eBay) 2015 to 2017

• Executed strategy to grow ecommerce channel sales and expand customer reach by enhancing product listings and offering incentives through Amazon, eBay and David’s Bridal International sales channels.

• Identified and improved opportunities on all channels by managing and partnering with integration vendor and marketplace account managers.

• Maximized financial return by driving all marketplace channel initiatives, timelines and deliverables.

• Worked to maintain top-rated seller standings and high score of positive feedback by responding to customer returns, inquiries and feedback quickly and efficiently. Email Operations Manager 2010 to 2015

• Maintained daily operations of email program, including calendar and segmentation; coordination with other marketing teams on key themes and promotions; and execution and deployment of campaigns, ensuring accurate content of company emails related to sales goals.

• Guaranteed a positive consumer experience by testing HTML and text emails sent by ESP (including checking links, confirming Coremetrics tags were in place and coupon codes were working correctly).

• Developed and oversaw email deployment process and managed relationships with key internal departments, including Creative and Production and third-party ESP vendor (CheetahMail), confirming timely and accurate deliverability of emails to customers.

• Provided actionable recommendations (subject line tests, creative tests) and communicated results to management by evaluating and analyzing outcomes of email marketing efforts and tests.

• Drove email strategy with content, frequency and messaging, delivering on ROI targets.

• Achieved successful and timely execution of email communications by supporting daily aspects of planning and implementation of email campaigns, including segmentation and testing.

• Provided accurate data on email performance to upper management by maintaining and updating daily and weekly email results reports.

• Proved effectiveness of specific email campaigns by driving and tracking online and store sales related to email.

• Developed and ensured online marketing efforts coordinated with store marketing campaigns by interacting with multiple internal clients and departments.

• Stayed within email budget by generating financials for program, updating as changes occurred and receiving all monthly invoices.

FOCUS FORWARD, Blue Bell, PA 2006

Online Project Director

• Provided feasibility for client bids and proposals based on analysis of database, resulting in company winning bid and increasing profit.

• Prioritized and executed constant email blasts, fulfilling client focus group needs.

• Maintained online and offline panel database, consisting of over 60K members, using to fill focus group quotas. MSI INTERNATIONAL EAST, INC., King of Prussia, PA 2004 Project Manager

• Assisted in development of online survey design and functionality for distribution to general public.

• Coordinated survey development with various departments, ensuring timelines and deadlines were met. HRN, Philadelphia, PA 2000 to 2003

Analyst / Communications Consultant

• Conducted and analyzed research by designing surveys, both paper and web-based, relating to marketing strategies and incorporating results into presentations.

• Facilitated presentation and survey design and delivery by coordinating layout and key points with client managers and directors.

• Made presentations to CEO and VP of global clients regarding corporate communications by preparing PowerPoint slides, including graphics, tables and charts.

EDUCATION

Bachelor of Science (BS), Psychology, Minor: Criminal Justice and English, University of Scranton, Scranton, PA

COMPUTER AND RELATED SKILLS

Proficient in Google Suite, Microsoft Office Suite (Word, Excel, PowerPoint) and Outlook Experience with Zoom, Slack, Asana, Salesforce, Lastpass, 1Password, Mailchimp, Coremetrics, and Google Analytics

Basic understanding of Amazon and eBay seller interface and tools

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