Oversee a large portfolio of customer accounts for a leading marketing production company, providing the highest level of service while discussing needs, offering solutions, managing customer projects, and ensuring successful delivery.• Manage the entire customer cycle. Create and present RFPs, enter sales orders and purchase orders, source promo, apparel, print, custom packaging, and fill. Execute projects, conduct in-depth quality control activities, arrange shipping/logistics, and manage invoicing/accounts receivable. Communicate with customers throughout the process to provide information, answer questions, and resolve issues.• Serve as the Kitting Specialist among the group of Account Managers. Manage a heavier volume of kitting than other Account Managers (up to 25 large scale projects annually). Coordinate all stages of each project with internal and external teams. Assist others when they are kitting to ensure everything is done according to the process. Called in as subject matter expert for kitting variants to advise the best way to adjust the process for specialty projects. Train new Account Managers and Sales Specialists who have never run a kitting project.• Act as the Marketing Specialist for print and promotional materials. Work closely with marketing teams to strategize products and related costs for projects using print/promo/apparel as well as products for stock.

Processed a high volume of orders for hardware and managed thresholds for warehouse inventory.• Managed the provision of software and cloud services for new and renewed subscriptions.• Coordinated order fulfillment. Requested quotes, selected appropriate vendors, and managed the order from initial processing through invoice reconciliation.• Tracked shipments and backorders for hardware. Researched and selected alternate solutions when necessary.

Planned, developed, and coordinated all marketing and support efforts for products during each stage of the product life cycle, including working with vendors, marketing, and sales to produce and rebrand collateral for end users and internal teams.• Served as the product expert and main resource for all internal departments working with the Microsoft suite. Collaborated internally on the creation of product roadmaps.• Continually evaluated and improved product offers based on sales needs and customer requests. Identified potential customer-impacting issues and took steps to proactively resolve them. Presented analysis and feedback to executive leadership and offered suggestions for improvement.• Responded to urgent escalations. Assessed customer needs and prioritized severity. Worked with vendors on resolutions to issues. Consulted with department heads to address high-level internal escalations.• Acted as project manager on various special projects, including the end of life Microsoft LiveMeeting.

Provided all-encompassing support to over 1,000 clients while generating new business through the development and marketing of customized solutions.• Provided Tier 2 technical support. Determined criteria for escalated issues and directed the course of action. Process-managed Tier 3 support requests, including outages. Followed each support ticket through to closure. Communicated regularly with internal team members and end users to expedite resolution.• Developed user guides for continued education.• Conducted quality assurance and user acceptance testing to provide feedback to the development teams on customer requests, necessary features, and better functionality of systems.• Collected and analyzed data for use in shareholder updates, including growth and revenue reports.

Oversaw Customer Service Agents, instructing team members on proven methods and strategies for superior customer serviceHuman Resources Liaison for the team, participated in candidate selection and interview process and created performance reviewsPerformed quality assurance on all client correspondence and reviewed customer reports to evaluate impactIntermediary between upper management and operations team, created business forecasts predicting call volume and recommendations for customer retention and increased growth