Jacqueline Hartman

Experience

• 

  Liberty Suburban Chicago Newspapers

  Jun 2002 - Sept 2004

  Advertising Sales Account Manager

  News Media print advertising sales • Successfully managed a $400K account list for over 2 years.• Successfully grew business 10% YoY.• Network & establish brand recognition through local Chambers of Commerce and Village Hall.

• 

  Self-employed

  Oct 2005 - Jun 2011

  Illinois Insurance Producer

  Illinois Insurance Producer agent selling both personal & commercial lines of insurance for approximately six years. • During this time, I worked as both a captive and independent agent.• Held licenses in ACC/Health, Fire, Life and Casualty from 10/2005 - 1/2013. • Experience selling auto & homeowners’ insurance.• Final Expense, Disability, LTC, Medicare Supplemental Insurance• Employee supplemental benefit insurance & HDHP health plans.

• 

  Welcome Wagon

  Jul 2011 - Jul 2012

  Community Marketing Executive

  Print Advertising Sales• Successfully developed new business relations & sales revenue within Will, Kendall, Winnebago & Boone County IL• Promote New Homeowners 4-Color Gift Book Illustration Directory & Pinpoint Postcard direct mail advertising program to local retail shops, business owners and professional service provider within the territory.• Network & build WW brand recognition through Rockford & Belvidere Chambers of Commerce and business networking groups.

• 

  The Connection Contact Center

  Nov 2012 - Jan 2014

  Customer Service, Team Supervisor

  Responsible for conceptualization of training program material and implementation training initiatives, to improve team proficiency levels regarding Standard Operating Procedures (SOPs), and client service functions to meet/exceed client satisfaction metrics. • Supervise, coach, develop and manage a team of customer service professions.• Served as primary POC for call center issues. Ensured proper set-up of staff phone lines/extensions.• Go-to person for resolving inter-team conflicts and customer escalations. Show less

• 

  Continental Datalabel

  Mar 2014 - Jul 2018

  Customer Experience supervisory role. Primarily responsibility for the prompt rectification of customer complaints and escalated issues. • Day-to-day management of customer service team. • Supervise, coach, develop and manage direct reports.• Lead daily cross-functional operations team meetings to drive customer satisfaction.• Responsible for end of day CS department reporting and metrics collection. • Onboard new hire, train, mentor and monitor staff performance. • Interface with key stakeholders to optimize customer experience. Show less Inside Sales, business development and account management role. Responsible for Relationship Management. Customer needs assessment. Deliver high-impact sales presentations that promoted greater customer alignment & drive revenue.• Consistently met/exceeded monthly sales quotas by locking in purchases. Maintained 10% YoY growth.• Negotiated pricing and secured commitments. Up-sold clients on additional products to increase profitability. Regularly touched base with past customers to revitalize relationships. Show less

  • Customer Experience Manager

    Jun 2017 - Jul 2018

  • Account Manager

    Mar 2014 - Jun 2017
• 

  LSC Communications

  Jan 2019 - Jun 2019

  Logistics Coordinator, Customer Service Rep

  Logistics, Customer Service Providing exceptional customer service and freight transportation support within Inbound/Outbound Bolingbrook distribution center. • Logistics customer support role managing direct mail distribution accounts in fast-paced office environment.• Collaborate with both external and internal customers for transportation operations. • Ensure timeliness of transport delivery, release of required postage, OS&D, BOLs, and creation of freight manifests. • Coordinate LTL shipments with commercial carriers for daily pickups. • Provided POD to customer requests.• Call in LTL shipments to various commercial carriers daily. Provided POD as requested and responded to customer requests. Show less

• 

  Tangent

  Nov 2019 - Mar 2020

  Account Manager, Customer Service Rep

  Account Manager, Customer Service Rep Manage key accounts for supply chain and distribution manufacturer; process purchase orders; maintain the supply chain inventory for customer distribution sites; create daily truckload material shipments; generate daily pick lists and BOLs; Manage 300+ items of catalog inventory.• Coordinate with Accounting and IT departments on creation of new SKU numbers for account inventory.• Manage E-Commerce Home & Leisure inventory for cancellation and shipment processing.• Communicate with management, sales, and production teams on update with regular cadence to ensure customer objectives are met.• Order management, order entry, logistics planning, credit processing and AR.• Meet and exceed internal company metric’s & customer expectations. Show less

• 

  Robert Half Management Resources

  Dec 2020 - Mar 2021

  Strategic Sourcing Specialist

  DIRECT SUPPLYMilwaukee, WISourcing Specialist - Remote Assist the client in achieving new market build for market expansion and regional growth. Daily Conduct outbound calls for strategic Sourcing work to engage, negotiate and contract local Trade Service Providers for network on-boarding.

• 

  Robert Half

  Apr 2021 - Aug 2021

  Customer Service Specialist

  HB FULLER, Aurora IllinoisSingle customer POC, ensured customer needs and expectations were met. • Followed up with customers, who hadn’t purchased within 3 months, to understand why and take necessary actions to drive future ordering.• Performed new customer set up assistance and introduction to HBF.• Handled order management, ensuring orders were entered accurately, on time, and shipped on time.

• 

  H.B. Fuller

  Aug 2021 - Oct 2023

  Developed strategies to improve the Customer Experience including customer journey mapping and collecting voice of the customer (VOC) data, to identify pain points and friction along the customer journey. Collaborated with commercial sales leadership, marketing, customer care, and digital customer experience, to assess business segment’s CX maturity. • Conducted multiple customer interviews and surveys and coordinated cross-functional workshops for customer persona design thinking sessions. • Provided key findings and recommendations to leadership to strengthen and improve operational processes. Expanded company awareness to keep pace with the trend towards an “Experience Centric” business model, improving customer retention, loyalty, and net revenue performance. Show less Main POC for the customer, ensured customer needs and expectations were met. Performed new customer set up assistance and introduction to HBF. • Followed up with customers, who hadn’t purchased within 3 months, to understand why and took necessary actions to drive future ordering.• Handled order management, ensured orders were entered accurately, on time, and shipped on time.• Maintain customer account accuracy on pricing, payment terms, customer information, customer item numbers, quantities and shipping instructions according to customer specifications.• Processed change order notices.• Resolved order discrepancies. Show less

  • Marketing Analyst, Customer Experience Journey Specialist

    Aug 2022 - Oct 2023

  • Customer Service Specialist III

    Aug 2021 - Aug 2022