• Reports directly to the Director of Account Management and interacts with employees throughout the organization from C-Level to desk level.• Key advisor in providing support during new Client Onboardings to ensure a seamless launch and post-launch overall Account Management• Direct liaison for Team Mates responsible for: Day-to-Day Operational Support, expert of Operational Processes, Reviewing/Approving Client Account Invoices, intaking and executing Client Special Projects, expert on Client Reporting and Technical System Integrations, guiding clients to process improvements (i.e.-reducing packaging materials, push for adherence to company SOPs, etc)• Provide training of internal Tools and Processes to new hires within Client Support• Coordinates with internal technical product management teams on technical platform enhancements and execution of product roadmaps• Forecasts and tracks key account metrics, proactively identifying areas of concern in advance of quarterly business reviews.• Build and own key relationships with senior client stakeholders and be a thought leader to clients showing how business outcomes are achieved via our services• Realize account profitability by working with senior leadership in developing and negotiating Statements of Work• Expand revenue through cross-sell and up-sell of additional or expanded services• Influence future lifetime value through service relevance, customer satisfaction and overall customer perception.

Responsibilities: • Owns post-launch client support and operates as the point of contact for any and all matters specific to assigned clients, ensuring that technical and operational KPIs are being met each day.• Forecasts and tracks key account metrics, proactively identifying areas of concern in advance of quarterly business reviews.• Serves as internal client ambassador, keeping track of unique business rules and procedures across all assigned Clients/brands.• Fulfills analytical reporting requests• Reports and tracks production issues, ensuring the right teams are engaged in resolving issues in a timely manner and assisting with high severity requests or issue escalations as needed.• Works with department Coordinators to review System Setup/Configuration ensuring timely and accurate completion.• Coordinates with internal technical product management teams on system queries/updates/enhancements.

Configure and Implement OceanX‘s Order Processing System for new and existing clients (System configuration of offer and item code related data required to support orders in various systems (Order Management, PIM, etc.)) to meet client's business requirements.Configuring Back-End Processing JobsConfiguring Payment GatewaysUser Acceptance Testing for new software releasesValidation of data with-in ExcelTroubleshoot client issues related to configuration and resolve production issues/system exceptions

• Provided constructive coaching for each individual to ensure specified goals were met each week/month• Communicated policies and procedures to Representatives• Reported data outside of normal operating procedures to Customer Care Manager• Oversee the Mail Processing and Exceptions Processing departments• Client Account Representative for online based sales for Wicked Weed Brewing utilizing Scale Operating System

• Completed daily/weekly Fulfillpro reporting to maintain pending action/orders on accounts• Responsible for GR Manual Deposit and processing of NSF's. Updating deposit/nsf's daily/weekly/monthly for reporting purposes• Performed as a back-up for printing of the Healthy Directions/HSN packing slips• Maintained internal reporting for the Ecometry system to keep accounts up to date• Responsible for clearing agent service tracking with any issue/question they may have for our Healthy Directions client• Processed charge backs for Visa, MasterCard, Discover, and American Express for Healthy Directions and maintaining a monthly detailed financial excel summary • Processing of Healthy Directions NSF's updating accounts to reflect the NSF payment and maintaining the NSF log as received to provide on a Monthly basis• Report any system import issues found while processing internal reporting for pending orders to our Healthy Directions client

• Handled customer escalations, responsible for maintaining the escalation queue received in by other customer service agents and making callbacks.• Monitored real time reporting to monitor agent statuses and handle accordingly• Performed test calls to other call centers• Gained experience in Fulfillpro and Ecometry

• Processed data entry for returns and new mail orders in the Fulfillpro-based operations system• Handled customer service/inbound sales calls for numerous product lines

• Performed designated duties assigned by District Manager• Efficiently communicate requested information to the Insurance Field Adjusters• Maintain all outstanding claims and litigations manually in order to make the proper adjustments in the company’s operating system accordingly