Janis Trinchere Email & Phone Number

United States

Chicago, Illinois, United States

Chicago, Illinois

• Managed team of 10 Sales Planners responsible for supporting advertising sales representatives on all pre- and post-sale related tasks working directly with clients, finance and print and digital operations teams. The.
• Led Chicago Tribune in corporate wide initiative on the reduction of billing errors successfully bringing error rate from 1.87% to.22%.
• Successfully merged and restructured print and digital planner teams saving $150K annually.
• Participated in planning meetings on new systems, workflows, process, product consolidation and testing. Due to my ability to adapt and pivot, I was chosen as instructor/subject matter expert utilizing the.
• Validated and approved all advertising adjustments over $2500.
• Assigned and approved appropriate roles/access levels in advertising order entry systems while also performing yearly audit for accuracy.

Chicago, Illinois

• Managed call center team of eight client service representatives responsible for answering an average of 900+ calls daily servicing freight carriers, drivers and customers with shipment updates and tracking in a.
• Developed team SOP’s (standard operating procedures) training materials and metrics to include call quality and work accuracy while also partnering with talent team on an ad-hoc program for non-sales support roles.
• Elected as “Champion” in Echo employee recognition program designed to improve morale as well as motivate and encourage Echo values.

Greater Chicago Area

• Managed team of Account Analysts responsible for researching the application of advertising payments and adjustments to customers’ accounts. Partnering with finance teams, sales and the customer directly, the team.
• Met weekly to report results of unapplied credits resolved, the number of accounts reconciled as well as refunds processed.
• Assisted in annual revenue recognition audit.

Managed successful transition of advertising customer service, billing and contract functions to new remote service center. Assisted in the hiring of new staff, traveled to both remote sites, conducted training, while continuing to motivate and lead Chicago and Costa Rica offshore team to ensure all goals, service level agreements and performance metrics.

Managed a local staff of 22 Customer Accounting representatives and an offshore team of 30 servicing Chicago Tribune, Los Angeles Times, Sun Sentinel, Orlando Sentinel, Baltimore Sun, Daily Press, Tribune Digital and Newsday advertising customers. These teams managed all post sale customer service inquiries regarding billing and ad production errors.

Supervised and appraised staff of 12 post sale customer service representatives who answered more than 90,000 calls per year with an average speed of answer (ASA) of nine seconds and an abandoned rate of less than two percent in an automated call distribution (ACD) call center environment. Serviced the Chicago Tribune, Sun Sentinel, Orlando Sentinel.