Customer Service Manager

Jessica M. Gauker

**** ****** **. ******, ** ****0

Phone: 678-***-****; E-Mail: ********@*****.***

Overview

Energetic, success driven incentive professional with seven years of experience in coordinating high profile client incentive programs, conferences and participant sites. Effective communicator and problem solver with strong technical skills, project management, customer service and organizational abilities.

Experience

USMotivation, Inc. Atlanta, GA Senior Account Coordinator, Awards August 2009 – November 2011

Coordinate and assist in the day to day implementation of both small and large scale corporate incentive programs. Work with clients to ensure that their employees are happy and being well rewarded to improve work morale and profit for the company. Work with internal departments to make cost saving decisions for the company.

Key Responsibilities:

Chosen to assist in managing and executing the day-to-day operations of one of the company’s largest incentive programs and keeping an accurate database on participant information.

Work directly with client contacts to generate reporting, make database changes, handle customer service inquiries, facilitate content edits to their online platforms and ensure the overall healthiness of success of their program.

Importing large Excel, Access and Text files of up to 50,000 lines of employee information into the internal platforms.

Updating website pages to reflect the most current program information.

Wire up to $350,000.00 on a weekly basis to debit card funding company.

Work closely with IT to QA multiple websites on different platforms and assist in User Acceptance Testing.

Work with fellow account team and IT to gather and write Business and Functional Requirements for existing and new clients.

Participate in weekly client meetings and provide meeting notes to internal team and clients.

Advanced use of Access and Excel to gather detailed information for client contacts and IT.

Primary contact for Customer Service inquiries on multiple programs. Ensure that answers are provided in a timely manner.

Facilitate redemption campaigns with use of email marketing tool.

Responsible for emailing monthly manager communication for major incentive program.

Responsible for monthly mailed redemption campaign.

Use HMTL to create and maintain program website pages on a weekly basis.

Assist Communications and Creative teams to create targeted email templates and web pages.

Train main client contacts on the functionality and use of the program websites.

USMotivation, Inc. Atlanta, GA Account Coordinator, Travel January 2004 – 2009

Planned, coordinated and assisted in the on-site implementation of both small and large scale corporate incentive meetings and events. Managed all aspects of the registration process and coordinated with internal staff and vendors to ensure efficient and on-budget event execution. Served as main point of contact for client needs in addition to providing project status updates. Worked successfully with clients such as Shell Oil, Sharp Electronics, Pfizer, AT&T, Teva Neuroscience, Assurant Health, Sanofi-aventis, Saab USA, Saturn and BASF

Key Responsibilities:

Execution of up to 12+ corporate events per year including travel itinerary coordination (air, hotel room, activities special needs), meeting space planning and other varied functions.

Managed mass mailings as well as organization and production of marketing and event materials, saving both USMotivation and our clients significant time and expense by producing documentation in-house. Created easy-to-use templates in order to assist clients with self-development.

Worked with promotional product vendors to identify products and pricing to best meet client needs and stay on budget.

Maintained all registration databases, reporting and Internet procedures while providing the highest level of customer service to clients and their participants

Conducted post-project recap for clients to assure that our customer satisfaction exceeded expectations.

Trickum Ridge Animal Hospital Woodstock, GA Veterinarian Tech / Receptionist 2001 - 2003

Responsible for planning, scheduling, and managing the appointments with customers and doctors on staff. Assisted in surgeries and procedures. Worked full-time while attending Executive Travel Institute.

Honors & Awards

Executive Travel Institute Destination Management Certification 2002

GEM (“Going the Extra Mile”) Award from USMotivation (company’s highest honor) 2005

1st Quarter Peak Performer Award from USMotivation 2011

Computer Skills

Proficient in the use of Microsoft Word, Excel, Outlook, Access, PowerPoint, SharePoint Editor and PhotoShop.

Education

Augusta State University Augusta, GA 1999- 2001

Attended courses in Kinesiology

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