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 Planner team expedited print and digital order fulfillment, managed advertising creative, handled credit issues, performed billing reconciliation, processed billing adjustments, reserved premium ad positions and provided targeting options for both print and digital in a multitude of platforms. By managing these tasks and becoming true, trusted partners with the sales organization, it enabled the sellers to focus all their energy on prospecting for new business and upselling and/or retooling current advertising campaign strategies to their established book of business. • 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 “Train-the-Trainer” framework for the planner and sales organization. • 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 proprietary tracking system while stabilizing staffing to match workload volumes and service hours. • 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 covering the life cycle of a shipment.• 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 ensured any and all application was accurate in order to expedite the collection effort on balances owed. • 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 were met.  Directed “business side” of companywide project to outsource the advertising bill print and delivery which led to an estimated cost savings of over $400K per year.

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, customer maintenance, bill production and mailing as well as contract entry and analysis for a customer of base of over 150,000 active accounts and an annual receivable of over $1.2B dollars. Trained and led remote offshore team of 30 employees on all aspects of newspaper specific tasks to mirror local team and established service levels (average speed of answer, abandoned call rate, adjustment accuracy and contract management). This included documenting, building process maps, creating comprehensive training materials and all standard operating procedures. Created goals for quarterly incentive program for Chicago based team. Oversaw expenses of departmental annual budget of $1.65M dollars. Prepared accountability reporting working directly with sales and production teams regarding billing and ad production errors that resulted in a reduction of errors from over 5 percent to a corporate goal of 1 percent. Supported several Tribune systems projects by participating in system requirement planning meetings, development and implementation of business rules as well as assisting in testing of system functionality and workflow.

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, Daily Press, Baltimore Sun and Tribune Digital advertising customers on billing and ad production errors. Introduced call quality program and monitored team to ensure “world class customer service” was provided utilizing E-Talk software in which team exceeded goal (90%) consistently.