Keith Russo Email & Phone Number

•Started in a Sales role and was later offered a Director position overseeing nine team members on the Client Services and Station Services teams, supporting a SaaS product
•Managed managers for the first time, as opposed to my prior 10 years of experience directly managing all team members
•Expanded the company's viewpoint on the Client Services Representative role, and how that role should interact with customers
•Drove retention of clients by instilling a proactive spirit in the team, and making sure Client Services reps were increasing their sense of ownership over customer relationships
•Personally handled onboarding of new clients for several months with a 100% success rate, and took the opportunity to define new procedures for onboarding to make internal communication stronger
•Set expectations for Client Services to proactively provide reports to clients showing performance and KPIs
•Implemented a new team email strategy by using a shared inbox to increase efficiency and response
•Instituted a new process for transitioning between shifts that stopped pending items from slipping through the cracks and reduced overtime that was wasted on the old process
•Applied concepts from the shared mailboxes to the workflow across three teams (Client Services, Production, and Billing), replacing an ineffective system with a faster, paperless process
•Created meetings to facilitate communication, such as one on one meetings, a regular team meeting, and a dept head meeting that led to improved policies
•Encouraged the cooperation of Client and Station Services and eliminated tension between the teams
•Worked with developers to bring new features and sleeker aesthetics to our SaaS platform, and also educated customers in their use

New York, Ny

•Became first CS Director in the US, and defined guidelines for Dubsat’s American ad distribution business and SaaS platform •Set departmental responsibilities in the NY office based on my long track record for managing teams•Successfully managed our first major account in the US, and trained Client Services reps to step in and handle their business (including TV, digital, and VOD)•Also retained business for several smaller accounts, including automotive ads and political ads•Learned to use the platforms and dashboards of four separate partners, then used that experience to advise clients on their best options in the marketplace•Reoriented the direction of the Sales team and the types of accounts being pursued•Drove development of new SaaS features, such as statuses in real time, that made client-facing tools viable in the US market•Became familiar with CRM platforms, such as Salesforce and Zendesk•Guided senior executive meetings to establish and update company goals•Gained experience working with team members across two other continents (Sydney and Melbourne offices in Australia; London office in the UK), and increased my knowledge of how the industry functions overseas

New York, Ny

•Supervised a team of 15 handling millions of dollars in SaaS platform-based transactions each month, including television distribution, digital campaigns, and radio•Wrote a proposal resulting in a beneficial reorganization of Client Management in the East, as well as my promotion to Team Lead•Designed a shared Google document to use as a live dashboard for the team, enabling us to have far greater efficiency with less emails while still managing hundreds of orders a week•Enforced a strict double check system that led to a 99.8% accuracy rating in the East•Implemented a new system for training standout Order Processors to become Client Managers•Became the first Team Lead to institute a tracking system for accuracy and volume, and used those numbers to facilitate improvements across all teams•Instituted regular one on one meetings as well as ongoing "task force" style meetings across my team•Analyzed volume and adjusted shifts to maximize efficiency as the team covered a work day spanning from 8 AM to 12 midnight•Set an example by becoming the first manager in our department to give team members their annual reviews on time•Vetted problems for numerous high profile accounts, including the agencies for major automotive brands, and retained their business•Managed several high priority political accounts, including the largest political ad agency in Washington, DC•Acted as the main Client Manager for agency and advertiser accounts with projected revenues as high as a million dollars annually, and participated in a Sales & Service program expected to retain a monthly revenue target•Became the primary Client Manager for all Public Service Announcement clients based on an excellent track record for handling detail-oriented work, and spearheaded the development of new system features that allowed Extreme Reach to expand PSA business across the US•Developed presentation skills by providing platform demonstrations to numerous customers, both online and in person

Long Island City, Ny

•Entered a new industry, and was promoted to Supervisor within six months•Supervised five people on the Client Services team and learned facets of ad distribution (order processing, client management, station services, team management, vendor management, SaaS platform operations)•Implemented procedures for handling the company’s largest video account, and served as the primary account manager for that client•Managed national radio business for a client who then offered TV business due to extreme satisfaction with our customer service•Selected to be our company's liaison with a third party Network Operations Center, and worked off-site once per week to ensure smooth interactions for important deliverables•Interacted with customers, TV stations, and radio personnel across the US

New York, Ny

•Started as an hourly intern, and was promoted to a full-time team supervisor within eight months•Supervised eight permanent team members, plus three to four additional temp workers as needed•Hired 45 workers with very high success rate, and was asked to assist other teams with hiring based on that success•Reduced QA process from 60 to 30 man hours per week while keeping all deadlines•Managed scheduling of TV content viewable in about 20 million homes across the US•Often managed up to three major projects simultaneously, including content build outs, asset verification processes, and QA of music videos•Became the first manager to implement a proofreading double check procedure for text content airing on national television•Created new Operations Coordinator positions, and promoted standouts to fill those roles•Convinced upper management to hire a full-time receptionist for our flagship office on 34th St. in New York City, and managed that position and several office issues related to it•Became adept at identifying areas for improvement in our internal Graphic User Interface, and communicated those needs and concepts to the development team