Training & Communications Leader with 20 Years Remote Experience

Susan Richards Jacobs

*******************@*****.*** • 770-***-****

LinkedIn • Fayetteville, GA 30214

Training & Communication Specialist

Proven client-focused business professional with extensive experience driving revenue through training, sales, research, communications, programming and management.

Areas of Expertise

Internal & External Communications

Digital Marketing Platforms

Training Needs Assessments

AI Assisted Research and Development

Customer Experience

Staff Development & Leadership

Complex Problem Solving

Lifestyle-driven buying habits

Project and Program Management

Continuous Process Improvement

Accomplishments

Recognized with numerous Simply Excellent and Gold Excellent awards across multiple departments at Nielsen, reflecting exceptional performance and dedication.

Achieved Excellent Customer Satisfaction scores both as a Trainer and in Client Services, underlining a commitment to exceptional service.

Surpassed sales expectations by achieving an outstanding 155% of the Sales Goal while selling Arbitron County Coverage, showcasing exceptional sales acumen.

Maintained an outstanding track record, consistently achieving 100% of the Sales Goal as an Account Executive for Radio Computing Services, showcasing high sales proficiency and reliability.

Career Experience

Futuri Media, Atlanta, GA-

Research Analyst, 2024-2025

Leveraged quantitative and qualitative research, market trends, consumer behavior, and competitive insights to create high impact sales narratives. Fueled revenue growth and unlocked new business opportunities for radio stations across all market sizes. Empowered sales teams while consistently earning superior customer satisfaction ratings.

Generated nearly $1M in client revenue through data informed strategies.

Developed analytical research and market intelligence to support and elevate account executive performance.

Translated complex data into clear compelling sales stories that increased client confidence and close rates.

Focused on selling against competitive media while working in conjunction with digital platforms.

Achieved exemplary client feedback for exceptional insight and flawless execution in a fast-paced deadline-driven environment.

Nielsen Audio/Arbitron, Inc., Atlanta, GA 2006-2023

Manager, Customer Experience, 2022 – 2023

Employed data analysis to enhance overall customer experience, extracting valuable insights to drive continuous improvement initiatives. Recognized and anticipated new customer needs, identifying potential business growth and innovation areas, fostering a proactive approach to customer-centric strategies. Minimized customer churn by implementing effective retention tactics and ensuring consistent engagement and value delivery. Conducted comprehensive onboarding and training sessions for clients, equipping them with the knowledge and skills to effectively utilize software applications, enhancing user experience and maximizing utilization.

Managed a multi-market initiative for a top broadcasting group, providing actionable monthly reports on key consumer trends – including food & beverage, and holiday retail trends. Drove management buy-in, boosted demand for sales training, and supported contract renewals by presenting clear ROI -driven insights.

Partnered with account managers on client site visits, delivering training, and demonstrating product value to secure renewals.

Delivered monthly syndicated training courses covering a range of topics from a New Hire Training Series to specialized subjects such as Home Improvement Workshops, Automotive, and Grocery Categories.

Proactively collaborated with management and programming teams at the station level, applying advanced programming expertise to introduce software tailored to their programming needs that would benefit the client and mitigate the impact of corporate sales tool reductions.

Audio Account Management Specialist/Web Training Specialist, 2017 – 2022

Served in a unique hybrid role, overseeing both audio and agency accounts while ensuring seamless access to contracted data for clients and consultants. Trained internal sales assistants and key account management personnel within the audio and TV divisions, enabling proficient utilization of audio products. Maintained strong relationships internally with multiple departments to ensure seamless client data deliverables, driving satisfaction and fostering business growth.

Led a comprehensive analysis of data deletion issues within the legacy online authorization system, facilitating daily cross-functional meetings with global teams to identify patterns and essential requirements, that contributed to the successful development and rollout of a more robust and reliable platform.

Client Support Specialist/Web Training Specialist, 2009 – 2017

Supported radio stations and ad agencies using industry software to analyze ratings and consumer behavior patterns to drive ROI, develop promotions and evaluate programming trends. Delivered executive-level insights and technical support.

Provided high-volume phone and virtual support troubleshooting issues and ensuring timely resolution.

Assisted clients in applying qualitative storytelling to boost station ROI through web-based training sessions.

Created training materials for internal support teams focused on key reports generating the majority of support calls

Developed comprehensive technical manuals on advanced audio software, enabling a deep understanding of system functionality and usage.

Web Training Specialist, 2006 – 2009

Delivered training, onboarded clients, and supported users of Integrated Radio Systems (a radio yield management application). Played a key role in migrating to the web-based Tapscan Sales Management platform, supporting all phases of the transition. Provided high-volume phone and web-based technical support, along with virtual and on-site training as needed.

Performed QA testing on software updates to assess usability, functionality, and user impact, contributing to product enhancements.

ADDITIONAL EXPERIENCE:

Scarborough Training Specialist; New York, NY / Client Support Specialist/Sales Representative; Columbia, MD at Nielsen Audio/Arbitron Inc.

Account Executive; White Plains, NY at Radio Computing Services

Account Executive/Announcer; Westchester, NY at Pamal Broadcasting

Education

Bachelor of Science in Radio/Television, Minor in Marketing

University of North Alabama

Technical Proficiencies

Microsoft Office (Word, Excel, PowerPoint, and Outlook), Google Workspace (Sheets, Docs, Slides, Gmail, Meet, and Calendar), Nielsen Audio Software, Respondent Level Data and Summary Data, Scarborough, MRI Simmons, AudienceSCAN, Zoom, Teams, Slack, GoToMeeting, SalesForce.com, ChatGPT, and Camtasia.

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