During an extensive tenure with Time Inc. (now Meredith Corp.), I progressed from entry-level customer service to multiple supervisory positions based on my commitment to customer satisfaction and leadership potential. In this role, I acted as the lead client-to-customer service contact for many of the company’s high-profile magazines (Time for Kids, Time, Sports Illustrated, Entertainment Weekly, National Geographic, The Harvard Business Review, and Smithsonian) while overseeing an 18-member team of customer service associates. My other duties included managing staff attendance, HR issues and high-standards customer service policies and procedures. I also diffused and addressed escalated customer complaints and problems.✔ Attained 99% productivity and 99.8% service quality metrics (email and call response times) for school accounts and high-profile school districts by developing client-centered team of associates.✔ Boosted overall renewal rate of Time for Kids magazine 35% over prior year via devising proactive telesales program, rather than waiting for teachers to renew on their own.✔ Reduced call wait times through evaluating daily call volume from 200+ queues via Avaya Call Management System Supervisor program and optimizing staffing levels.✔ Ensured compliance with service-level goals and metrics by monitoring stats in MOXIE email customer care program. ✔ Expanded customer service scope upon integrating new publications with unique processing requirements, such as digital authentication, combination orders, and classroom subscription access.

Following a promotion, I was appointed to train and motivate a 28-member customer service team providing customer care for 3rd-party client The Harvard Business Review. This included enforcing strict service policies and procedures to sustain quick phone, email and chat response times. ✔ Hit 99% productivity and 98% service quality rates via conducting daily reviews of customer call, email and chat response metrics and feedback to pinpoint areas for improvement. ✔ Accelerated response time 45% and enhanced resolution accuracy by collaborating with clients and programmers to create online customer care process; designed dynamic Contact Us web page to filter and triage customer messages. ✔ Realized 50% upsell attempt rate with 12% sales conversion rate via contests and incentives through training and coaching team in basic sales and promotions skills.

I initially joined Time Inc. in 1994 as a Customer Service Rep/Help Desk Associate, quickly advancing to this dual leadership role where I developed a quality-oriented, highly responsive customer service team. My scope of work included hiring, training and supervising up to 30 customer service associates, along with resolving escalated client issues and complaints. I also maintained the MOXIE customer care program, ensuring accurate and expeditious routing of customer messages to the appropriate resources.✔ Guided as many as 12 associates to future leadership roles via cross-training and mentoring.✔ Achieved service-level goals and metrics continually by analyzing daily and weekly email stats and reports for compliance.✔ Won Culture of Quality Award for superior service during creation of offshore customer care support organization in India and the Philippines; trained supervisors and reps in customer service and staff leadership.✔ Minimized refunds via coordinating cancel/save program; trained 18 reps in promoting incentives to retain accounts. Achieved 60% success rate.