Jennifer Hayes Email & Phone Number

Managed the customer service portion of the web based points-for-purchase program (iReward). Investigated customer complaints and rectified problems.Conducted market research to improve iReward program. Did competitive market analysis to establish industry benchmarks. Also did analysis of non competitive industry reward programs. Performed customer surveys and created program standards based off feedback from the most dissatisfied and satisfied customers.Analyzed program data and presented monthly progress reports to the marketing department. Closely monitored the program to ensure the implemented improvements were successful.

Managed e-Synergy, the customer database, containing more than 85,000 customers; performed data hygiene to ensure accurate customer information.Worked with businesses, universities, and third party vendors to ensure accurate and up to date customer information.Merged duplicate customer accounts within the database saving the company thousands of dollars in postage fees.Managed the marketing library and developed a literature organization system for technical newsletters and product bulletins that ensured easy access for sales reps and scientists within the company.Ran weekly and monthly reports for the department manager.Helped proofread and copy edit the 2007/2008 company catalog.

Processed international, domestic, in-house, phone, fax, on-line, and email orders for biotechnology products and services.Worked with marketing, technical services, R&D, and production departments to ensure customer satisfaction and timely product shipment.Monitored and graded phone performance of employees and offered feedback for improvement as needed; provided continuing education.Developed and authored training documents and procedures for the department.Maintained the web based ordering system.Managed the customer service/order entry email system.Trained new employees within the customer service department.

Ba, Psychology

Legal Assistant/Paralegal