Manager Service
Resume:
Danielle K. Bourke **** HAMPSHIRE COURT
ROSELLE, IL 60172
mqz1a6@r.postjobfree.com
PROFESSIONAL SUMMARY
I am an experienced client service manager who has achieved significant accomplishments selling omnibus services within the marketing research industry. My main responsibilities include: Managing consumer research services for internal and external clients within a variety of industries, consulting with clients pertaining to their research needs and design, providing feedback regarding studies that are currently in field, and report production. I have a proven track record of successful financial management, results-oriented team management, and building positive client relationships both internally and externally.
EXPERIENCE
TeleNation Group - Synovate
Chicago, IL 60606
Account Group Manager (2007-September 2011)
Study Director (2003-2007)
Associate Study Director (2001-2003)
Senior Research Analyst (March – September 2001)
Research Analyst (2000-2001)
Responsibilities
• Client service management of Synovate omnibus research services, which includes: eNation, TeleNation, TeenNation, Global Omnibus, OverNight and Custom eNation services
• Coordinate multiple phases of the omnibus research process, which includes: bidding, design consultation, questionnaire design, and study follow-ups
• Manage and deliver both domestic and international projects
• Monitor project progression to ensure timely delivery of results
• Work closely with operations staff regarding data processing and deliverables
• Execute numerous research projects simultaneously under tight deadlines
• Develop research proposals, including client pricing and benefit communications
• Train new client-facing employees on Synovate omnibus service benefits
Notable Accomplishments
• Increased revenue 23% for omnibus research services under my leadership
• Developed and managed a team of two client service managers
• Motivated sales-oriented seller, earning four promotions from Research Analyst to Account Group Manager
• Creative thinker leading development of “Custom eNation” service, driving significant business growth
• Successfully reinvented the service by creating new competitive eNation pricing structure, improving the cost base and accelerating timelines and expanding offerings
• Mastered effective cost management techniques using Synovate bidding tool consistently, resulting in accurately bid, profitable projects.
• Interfaced effectively with key Synovate financial staff by reviewing all cost sheets and creating monthly reports
• Initiated monthly cost accruals, and audited financial transactions to insure accuracy
• Worked with Omnibus Operations Manager to streamline workflows by routinely reviewing procedures
• Built strong relationships with both clients and key Synovate client account staff
• Successfully led omnibus sales function to meet challenging annual revenue goals
Senior Project Director - Synovate
1997-2000
Chicago, IL 60606
• Coordinated all aspects of mailed research projects, which included: questionnaire layout, sample development, data delivery dates and analysis of procedures to ensure effective use of resources
• Effectively acted as a liaison between account representatives and operations department
• Developed procedures and solved research problems for mailed projects
• Trained and supervised junior staff
• Developed training materials for new and existing staff
Office Manager-Northern Illinois Windows
1995-1997
McHenry, IL 60050
• Schedule and prepare service routes on a daily basis
• Maintain payroll administration and prepare monthly billing
• Create weekly business reports
C/J Research
1989-1993
Arlington Heights IL 60005
Assistant Field Director (1993-1995)
• Schedule research projects in data collection facilities throughout the country
• Manage quality control by monitoring quotas, editing materials and ensuring all internal standards are met
• Create instruction and various support materials for research projects ranging from mall intercept, taste tests, in-home use tests and one on one interviews
• Aid in questionnaire development
• Participate in cost estimation by taking job specifications from client and bidding on projects
• Serve as the primary contact to clients conducting qualitative research projects
Field Supervisor (1989-1993)
• Manage a staff of telephone recruiters
• Recruit eligible respondents for focus groups
• Prepare and ship materials for mall intercept studies conducted at remote facilities across the country
EDUCATION
Associates Degree in Arts
1990-1993
William Rainey Harper College
Palatine, IL 60074
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