Work closely with clients to understand client’s database/marketing solution and the requirements for loading and processing data in support of marketing campaigns, extracts, and analytics. Serve as the point of contact to troubleshoot and resolve problems or issues. Monitor and report on Service Level Agreements for all solution operations. Maintain internal client processing calendar to ensure all data feeds, extracts, and environment refreshes the client deadlines and Service Level Agreements.Facilitate Operational Reviews with internal staff and clients to discuss operational issues and ensure all processing is defined and executed as planned. Collaborate with the Marketing Program Manager to ensure timely availability of data for upcoming campaigns. Manage and report on all metrics compared to services sold and Service Level Agreements.

Counseled key client contacts and external business partners on CRM and customer loyalty-related business matters. Developed and disseminated project and campaign scope briefs and managed all aspects of the briefing process. Engaged in extensive client research and participated in client presentations. Proactively sought ways to improve the quality and effectiveness of service delivery. Supported client implementations of new technology or upgrading loyalty and CRM capabilities, including loyalty platform, analytical dashboards, data warehouse, and mobile or social integrations.Ensured all client work was produced with the highest quality, on time, and on budget. Researched issues and resolved any problems to ensure all deliverables were met. Supported the Account Director with tracking client revenue and forecasting client-related projects. Managed all internal costs with accountability for on-budget delivery. Monitored and met all committed deliverables and SLAs for clients. Assisted the VP / Account Director in identifying incremental revenue/out of scope growth opportunities with the account, beyond the contracted work.

Managed 40 projects at any given time which equated to $5M - $6M in annual revenue. Held direct responsibility for managing a queue of creative resources, assigning resources as needed to ensure all deliverables were met with the highest level of quality. Monitored campaigns and prepared analytics and reports according to corporate metrics. Created the project timelines and developed and managed the project forecasts. Monitored SLAs for all campaigns to ensure compliance. Developed detailed reports and regularly provided reporting to Senior staff members. Performed in-depth troubleshooting and root cause analysis to determine the source of any campaign issue; resolved all problems efficiently so as not to impact campaign deliverables.Created and managed email accounts for client websites for each campaign. Continually sought opportunities to increase operational efficiencies and improve client campaign deliveries. Facilitated weekly meetings with teams, Account Management, and the Executive Creative director to increase peace. Worked with clients to ensure best practices were in use and that all campaign reporting was up to date. Managed Quality Control standards and coordinated Quality Assurance testing for all campaigns. Developed in-depth reporting tool to show if a project was nearing the top end of their budget by phase, ensuring projects came in on budget and on time.

Responsible for managing 20+ accounts at any given time totaling $50K monthly in revenue. Interfaced with clients to gain insight into their lead generation and advertising requirements. Partnered with the Account Manager and other team members to develop strategic advertising campaigns which met the client’s needs and budget. Delivered client presentations encompassing campaign ideas and budget information.Collaborated with the Account Manager to develop project briefs and timelines and to manage budget constraints. Assisted in the formulations of marketing strategies for client campaigns. Presented all creative work to the client for approval or modification. Managed project budgets and campaign costs, and invoiced clients. Closely monitored key metrics to gauge the effectiveness of client campaigns.

Assisted the Sales Representatives in developing new business opportunities. Liaised with vendors, distributors, and internal organizations for issue resolution. Maintained and supported customer product catalog via online portal. Provided customer support on technical issues, pricing, availability, quotes, enter orders, and backorders. Successfully completed all training available at Microsoft Partner University.

Provided on-site support for all computer hardware and software. Troubleshot computer problems via phone support for 500+ users. Handled configuring, testing, and installing machines for new hires. Performed random software audits to ensure software licensing compliance.

Provided phone support for customers on every product in the Apple product line. Managed the scheduling of 25-100 phone representatives. Designed and developed training guides for new hires in the assistance center. Arranged, scheduled, and trained all new representatives to provide an outstanding level of support. Monitored performance of and provide feedback to representatives through Apple’s Quality Assurance Program.