Results-driven U.S. Veteran/ Client Services Professional with seventeen years of database/direct marketing experience overseeing critical processes related to the company's most major accounts, including financial services, insurance, and automotive industries. Excels at building strong customer relationships, collaborating with team members, maintaining client satisfaction, meeting deliverables, and knowledgeable about process improvement methodologies and procedures.
Education and Training
Northern Illinois UniversityDeKalb, ILExpected in – –BA:Communications Media Studies - GPA:Communications Media Studies
Waubonsee Community CollegeSugar Grove, ILExpected in – –AA:General Studies - GPA:General Studies
US NavyGreat Lakes, ILExpected in – –US Naval Hospital Corpsman Certificate: - GPA:
Skill Highlights
Microsoft Windows 98/2000/XP/Vista/7/8, SQL Server 2000/2005, Microsoft Office 97/XP/2003/2007/2013, WINSQL Professional, PLSQL Developer, TOAD, LINUX, XML, SOAP, Remedy, Salesforce.com
Delivered data, data products, and information that supported Acxiom's Partner Product offerings.
Ensured that partners and clients received clean, enhanced, segmented, ready-to-use data.
Worked with partners and clients to understand requirements.
Analyzed processes and data to ensure efficient delivery of services to Acxiom partners and clients.
Improved client satisfaction that led to a 3 year contract renewal worth $1.2M.
Received an Impact award for reducing processing time and eliminating non-value added activities by 20%.
Improved working conditions between our analytics group and the client by creating a Share Point site that was used for document sharing and eliminating the need for transferring large documents.
Received an Impact award for big achievements and overall client satisfaction.
Improved working conditions by taking ownership of Client Service Manager tasks that decreased their workload by ~10%.
Increased efficiency by freeing up human resource capacity that saved the company an FTE savings of ~15% per week.
Improved associate satisfaction by taking on their responsibilities to provide coverage while taking time off from work.
- Team Leader , , -
Promoted to manage a team of fifteen associates located in various locations and act as a liaison between the Chicago and Arkansas offices.
Conducted job interviews with prospective candidates.
Collaborated with fellow Team Leaders on best practices and process improvements.
Facilitated quarterly touch base meetings with associates for updates on training, teaming needs, and general items.
Improved working conditions for associates that were actively monitoring jobs after hours by implementing a procedure that allowed associates to be contacted when jobs cancelled.
Streamlined workflow processes by leading the daily management system review and implementing process improvements that eliminated non-value added activities.
Increased productivity by implementing virtual meetings for associates in multiple locations.
Improved associate satisfaction by ~10%.
- Client Delivery Analyst , , -
Executed the necessary processes to deliver data products and information to customers.
Analyzed customer job requirements and ensured that the requirements reflected the actual needs of the customer.
Advised on potential process improvements and optimum use of data.
Updated data documentation and audit checklists as needed to fit the appropriate processing steps.
Acted as a liaison between the client and Acxiom technical staff.
Volunteered to take on the team leader's responsibilities while she was out on maternity leave for 12 weeks which resulted in a seamless transition of responsibilities and client satisfaction.
Reduced waste and costs by submitting process improvement ideas that contributed to more than $1M in savings.
Improved client satisfaction by embracing lean methodologies which strengthened the working relationship.
This resulted in the client no longer viewing us as a vendor, but a strategic partner.
Improved efficiencies by implementing lean methodologies improving overall cycle times by ~10% -~15%.
Improved working conditions by quickly learning all aspects of the position, establishing a trusting relationship with the client and co-workers, and taking on more technical responsibilities.
Recognition for scoring 100% on an internal audit and 100% on a client audit.
Skills
com, Client, clients, delivery, documentation, XML, human resource, internal audit, team leader, LINUX, meetings, Microsoft Office 97, Share Point, SQL Server 2000, 2000, Microsoft Windows 98, Naval, Developer, PLSQL, processes, process improvement, SOAP, strategic, TOAD, Vista, workflow
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