Charles Graver Email & Phone Number

Philadelphia, Pennsylvania, United States

Manage day-to-day financial operations of the Self-Assessment and Medical Education Department within the Medical Education Division. This includes accounts payable and receivable, reconciling monthly close of books, and preparing all quarterly forecast reports and annual budgets for 6 products, totaling over 40 million dollars in revenue. Also act as departmental liaison with Finance, Marketing and Customer Service departments. Create and run ad hoc financial reports as needed. Resolve any discrepancies with Finance Department concerning revenues and expenses.

Greater Philadelphia Area

PUBLISHING ADMINISTRATOR/BOOKS ASSOCIATECoordinated all aspects of ACP books: author agreements; editorial and production schedules; trafficking of manuscripts and composed proofs; production and printing; communications and marketing; author and freelancer payments; sales and royalties. Also coordinated divisional meetings, accounts receivable and payable, scheduled calendar and travel for publisher, and other miscellaneous duties as assigned.  Managed ACP Books budget.  Coordinated sales channels for both print and digital books. Processed licensing and permissions requests for ACP books. Coordinated ACP books at annual Internal Medicine Meeting. Executed ad hoc sales reports using in-house Personify system.  Acted as divisional liaison to Accounting, Graphic Services, Marketing, Payroll, Operations and Conventions.

Ewing, Nj

Supervise team of 12 customer service representatives who respond to homeowners’ communication concerning their mortgages via traditional and digital sources. Manage all aspects of team: scheduling, staffing, monitoring, handle escalated customer calls, maintain status reports, team incentive programs, along with coaching, 1-on-1 and disciplinary meetings.

Cherry Hill, Nj

Assist participants by providing information and processing transactions concerning their 401K savings and/or pension plans by phone, email or instant messaging. Manage all participant escalations from inception to completion. Completed four months of defined contribution and defined benefits training, including Xerox client-specific plan rules, passing mandatory assessments and in-house and client simulations.

New York, New York

Managed customer service and fulfillment for Food & Wine and Travel + Leisure branded books, membership clubs and magazines marketed to American Express Cardmembers. Responsible for the training and quality levels of over 80 customer service phone representatives and supervisors handling over 1 million calls annually. Supervised the scheduled dissemination of secure distribution files and shipping of our products by managing processes at two fulfillment vendors. Responded to all escalated customer complaints on a regular basis.  Executed a customer retention program at our call centers, saving over 20,000 sales, grossing over 1 million dollars within two years.  Lowered billable call handle time from 3 minutes to 2.5 minutes, saving the company over $300, 000.  Managed weekly customer call monitoring which resulted in higher quality scores and fewer repeat calls and escalated complaints.  Proactively initiated customer service database improvements resulting in streamlined processes and lower costs. Managed American Express on-site call center visits to increase internal awareness of our products and marketing processes. This resulted in an overall improvement in our company-wide reputation and lowered our internal dispute volume.

New York, Ny

Managed fulfillment, customer service and online order acquisition and retention marketing for 8 print and digital magazine titles.  Chaired weekly fulfillment vendor conference call; managed circulation audits; monitored inventory of subscription premiums, promotional materials and marketing inserts.  Managed customer service vendor; chaired weekly Quality Control Team meeting; reviewed and updated customer service scripting and responded to daily corporate-elevated customer service questions. Supervised new order and renewal methods, such as paper and electronic invoices and renewals, promotional email blasts, subscription cards, corporate and third-party Web order pages, and electronic newsletters.  Saved company more than $100K in costs by replacing one direct mail campaign with email efforts to drive the same number of new orders at a lower cost per order.

New York, New York

Coordinated print orders, ABC and BPA audits, USPS Statements of Ownership, Production, Distribution and Advertising orders and requirements for one daily, four weekly and one monthly trade title, including Women’s Wear Daily. Chaired weekly fulfillment vendor conference call, including agenda and minutes.  Liaison for fulfillment vendors during circulation conversion.  Coordinated special newsstand and specialty-store projects including Fashion Week in-store promotion.  Managed special circulation lists and complimentary subscription files.  Reconciled weekly circulation and financial reports.  Performed Customer Service and Marketing report queries as required.

Created and analyzed paid subscription and renewal marketing efforts, liaised with printing and fulfillment vendors, managed circulation budget, tracked actual revenue and expense vs. initial projections, supervised and trained staff of two, oversaw preparation of circulation and postal audits and print orders, coordinated inventory and fulfillment procedures, scheduled and submitted fulfillment jobs to mainframe database, acted as liaison for subscription agencies and content licensees, worked closely with Customer Service to ensure subscriber satisfaction, supervised electronic journal pricing and access, coordinated and analyzed all related financial and fulfillment data recording and reporting, managed mailing lists, attended industry meeting and seminars (Medical Library Association, Circulation Management Association, United States Postal Service and Audit Bureau of Circulations), coordinated and scheduled quality control meetings with vendors.

Coordinated data for circulation audits, print orders, inventory, invoicing, postage, and budgeting for five medical journals; wrote and executed query programs against mainframe database, creating reports, verifying invoices and inventories; coordinated and attended monthly quality control meetings, and performed administrative and special projects as assigned by Circulation Manager; daily communication with outside printers, vendors, subscription agencies and in-house departments such as marketing, editorial, graphics and customer service.

Coordinated all permissions and licensing requests to republish or reproduce materials from ACP journals and books; maintained all related spreadsheets, correspondence, invoicing, royalty payments and reports; established online permissions processing and assisted Reprints Manager with online and promotional projects; performed administrative duties and special projects for Circulation Manager.

Bachelor Of Arts, Communications And French

Post Ba Science Credits, Biology

Organic Chemistry, Anatomy and Physiology, and Developmental Psychology.