Experience

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  Georgia-pacific recycling

  Jun 2003 - Mar 2006

  Mill coordinator & sales support associate

  Served as the primary point of contact for more than 100 accounts doing business with Georgia Pacific to coordinate the shipment of recycled paper to the company’s domestic containerboard mills. • Reviewed daily inventory reports to ensure inbound volumes enabled production to meet their goals. • Worked in conjunction with mill buyers to establish monthly buy-plans and arranged weekly shipment schedules. • Purchased and sold wastepaper loads from GP and third-party accounts to be routed to company mills and other third-party facilities. • Negotiated freight rates with new and existing carriers to improve profit margin.• Participated in weekly strategy sessions with sales executives to analyze market conditions. • Collaborated with sales executives to expand territories and introduce new accounts. • Participated in testing and development of new company-wide operational platform Wastepaper Information Network (WIN).• Responsible for training all new mill coordinators. • Received Harmon All-Star Award for Outstanding Customer Service and Dedication. Show less

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  Palm coast data

  Aug 2006 - Aug 2013

  Managed a team of seven experienced account managers and coordinators, promoting an environment in which quality customer service, both internally and externally, was a top priority. • Guided account managers in their client interactions to ensure quality customer-centric services. Monitored workload among team members and redistributed when necessary. • Facilitated meetings between Client Relations and other internal departments to clarify objectives of clients’ projects and initiatives. • Established performance goals for account managers and coordinators. Ensured team members adhered to deadlines for all production jobs. Oversaw configuration of complex client projects. • Joined account managers on client visits to strengthen relationships and proactively identify client needs. Attended regular conference calls with account managers and their clients.• Prepared and sent monthly performance scorecards to publishers to confirm contract compliance. Played an integral role in the enhancement of account profile statistics sheets. • Assisted marketing with budgetary planning by providing analysis of clients’ promotional activities. • Maintained a dual role with account manager responsibilities for six major publications. Show less Acted as a liaison between six major publications to assist clients with all fulfillment needs. Possessed comprehensive knowledge of the organization through continuous cross-training. Prioritized exceptional client services to boost retention. • Communicated with clients to ensure initiatives and projects remained on track to meet client business objectives. • Approved selection quantities for invoice, renewal, premium and label mailings.• Created and maintained selection schedules and all campaigns for assigned publications. • Reviewed promotional pieces and all web-forms for accuracy of pricing and content. • Ensured deadlines were met by all production departments; followed up to ensure on-time delivery. • Monitored stock item inventory levels to proactively alert clients of potential component shortages. • Reviewed monthly client invoices to ensure accurate contract billing. • Performed client visits annually to solidify relationships. • Served as new account manager mentor and team lead for training improvement task force. Show less

  • Group Account Manager, Client Relations

    Feb 2011 - Aug 2013

  • Account Manager, Client Relations

    Aug 2006 - Feb 2011
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  Darwin cx

  Aug 2013 - Jan 2023

  Director, operations & onboarding initiatives | director, front end operations

  Acted as fulfilment operations expert on the client onboarding team and served as the primary liaison with the operational excellence team. Supported the customer experience throughout the lifecycle to include onboarding, fulfillment, financial reporting, and campaign management to improve retention, support growth, and manage the customer journey with the SaaS platform.• Successfully directed onboarding and transition of more than 40 clients, maintaining 90% retention rate three years post transition. • Oversaw mail receiving, order processing, customer service correspondence, and payment deposits for approximately 100 magazines and membership clients, depositing 7 million checks valued at more than $250 million per year. • Directly supported seven managers/assistant managers on Client Success & Operational team and oversaw support operations of more than 120 associates. • Set departmental operating policies and productivity goals. Reviewed performance data, training methods, and identified opportunities for improved efficiency to meet deadlines and ensure adequate resources available to meet client demands. • Prepared and administered budgets and conducted weekly budget meetings with leadership to ensure expenses remained on target. Submitted capital expenditure proposals for technological improvements to increase productivity and efficiency. Managed vendor service contracts and negotiated more cost-effective rates and favorable contract language.• Led client onboarding to include detailed account walkthroughs and implementation support. Clearly communicated account setup requirements and expectations with customers and key stakeholders. • Educated customers on Darwin’s toolkit, capabilities, and best practices to simplify adoption and align expectations. Documented customer implementation needs, requests, and questions, and communicated to key Darwin stakeholders. Show less

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  Fis

  May 2023 - now

  Service delivery manager