Customer Service Manager
Resume:
Charles Graver
New York, NY 10036
*************@*****.***
SUMMARY
• 16 years experience in fulfillment, circulation, marketing, customer experience and vendor management.
• Strong interpersonal and written skills.
• Database management and reporting skills.
• Track record of training customer service representatives and maintaining excellent vendor relationships.
• Proven ability to satisfy unhappy customers and respond to escalated complaints.
• Ability to multi-task in a deadline-driven environment.
• Managed customer retention programs which grossed over $1,000,000 in two years.
Manager, Customer Experience & Product Fulfillment, American Express Publishing 2006 - current
Customer Experience: customer service vendor relations; manage, monitor, train and report call and quality metrics on an on-going basis. Chair weekly call quality monitoring session and customer service project conference calls with customer service team with emphasis on product retention, average talk time, product marketing and shipment events, call scripting adherence, escalated complaint procedures and customer satisfaction. Corporate-level relations: liaison for department to all American Express call centers; prepare and present in-person and online training for Publishing products and marketing practices and respond to all corporate-level-escalated complaints from a variety of sources, including Better Business Bureau, Attorneys General and Executive Offices. Also report monthly corporate and publishing quality and call metrics to divisional upper-management. Fulfillment: support Director of Fulfillment; prepare agenda for weekly fulfillment house conference call, review product fulfillment files for accuracy, maintain shipping and invoice data reports. Also review all customer in-product communications for accuracy.
Fulfillment Manager, Planet Out/LPI Media, Inc., New York, NY 2003 – 2006
Manage three major functions: Fulfillment: liaison to fulfillment and mail house vendors; prepare and chair weekly fulfillment vendor conference call; process reports and data for internal use and during circulation audits; process vendor invoices and USPS Statements of Ownership; provide fulfillment schedules; review timing and accuracy of data entry, including prank and agency orders; monitor inventory of subscription premiums, promotional materials and inserts; monitor receipt of magazine seeds. Customer Service: liaison to customer service vendor; chair weekly Quality Control Team meeting; review quality and timeliness of customer service communication; review and update customer service scripting and email templates; respond to daily corporate-elevated customer service questions. Order acquisition and retention marketing: schedule, set-up, test, design, budget, report and review of new order and renewal methods, such as paper and electronic invoices and renewals, promotional email blasts, subscription cards, corporate and third-party Web order pages, and electronic newsletters. Of special note: part of the team that set up the marketing, customer service, fulfillment, and e-commerce to launch the digital editions of eight titles.
Assistant Fulfillment Manager, Conde Nast, (Fairchild Publications), New York, NY 2002 – 2003
Coordinated print orders, ABC and BPA audits, USPS Statements of Ownership, Production, Distribution and Advertising orders and requirements for one daily, four weekly and one monthly trade title, including Women’s Wear Daily; chaired weekly fulfillment vendor conference call, including agenda and minutes; liaison with fulfillment vendors during circulation conversion; coordinated special newsstand and specialty-store projects; executed Fashion Week in-store promotion; managed special circulation lists and complimentary subscription files; reconciled weekly circulation and financial reports; performed Customer Service and Marketing report queries as required.
Circulation Administrator, American College of Physicians, Philadelphia, PA 2000 – 2002
Created and analyzed paid subscription and renewal marketing efforts, liaised with printing and fulfillment vendors, managed circulation budget, tracked actual revenue and expense vs. initial projections, supervised and trained staff of two, oversaw preparation of circulation and postal audits and print orders, coordinated inventory and fulfillment procedures, scheduled and submitted fulfillment jobs to mainframe database, acted as liaison for subscription agencies and content licensees, worked closely with Customer Service to ensure subscriber satisfaction, supervised electronic journal pricing and access, coordinated and analyzed all related financial and fulfillment data recording and reporting, managed mailing lists, attended industry meeting and seminars (Medical Library Association, Circulation Management Association, United States Postal Service and Audit Bureau of Circulations), coordinated and scheduled quality control meetings with vendors.
Circulation Assistant, American College of Physicians, Philadelphia, PA 1998 - 2000
Coordinated data for circulation audits, print orders, inventory, invoicing, postage, and budgeting for five medical journals; wrote and executed query programs against mainframe database, creating reports, verifying invoices and inventories; coordinated and attended monthly quality control meetings, and performed administrative and special projects as assigned by Circulation Manager; daily communication with outside printers, vendors, subscription agencies and in-house departments such as marketing, editorial, graphics and customer service.
Permissions Coordinator, American College of Physicians, Philadelphia, PA 1996-1998
Coordinated all permissions and licensing requests to republish or reproduce materials from ACP journals and books; maintained all related spreadsheets, correspondence, invoicing, royalty payments and reports; established online permissions processing and assisted Reprints Manager with online and promotional projects; performed administrative duties and special projects for Circulation Manager.
Education and Awards
Rutgers University, The State University of New Jersey, Rutgers College, New Brunswick, New Jersey.
Bachelor of Arts, Communications and French, 1990.
2009 & 2010 “Pubby”-award-winner: Customer Commitment; Customer Experience Initiatives.
Computer Skills
MS Office Suite, plus database management and report-writing tools
Interests
Film, theater, travel and baseball
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