Lea Harpster Email & Phone Number

Greater Minneapolis-St. Paul Area

Led US and Shared Service Center call centers for B2B product line support for Tax & Accounting, Corporate and Legal professional customers. Achieved cost savings, efficiency gains and improved Customer Satisfaction scores. Opened new call centers and product support teams located in US, Canada, Mexico, Poland, India and the Philippines. Managed team of.

Greater Minneapolis-St. Paul Area

Managed 24x7 global content centers for Thomson Reuters Legal. Customer Service, Technical and Content support contact centers. Responsible for service and quality levels and delivering effortless customer experiences.http://www.legalcurrent.com/what-national-customer-service-week-means-to-thomson-reuters/

Eagan, MN

• Led sales operations teams across Sales & Customer Experience teams. Strategic execution arm of the sales organization, implementation of salesforce.com and identification of sales best practices.Specific.
• Salesforce.com implementation from blue printing through training, adoption and continued integration.
• Initiated new Request for Proposal / Request for Information process including purchase of new software tool and realignment of roles.
• Developed appointment outsourcing program.
• Removed organizational and process barriers in sales process for new line of products across multiple departments.

• Led national teams comprising of Librarian Relations, Branch Account Management, National Account Representatives and Channel Marketing to achieve LLF WestlawNext adoption, sales and revenue goals. Major accomplishments:
• Achieved 100% pro forma usage goal for Westlaw branch accounts, received numerous customer compliments for increased branch service and positive peer recognition for integrating branch channel within overall LLF field.
• Identified and implemented a new service model for solutions products. Part of this new model was the creation of a new team of National Solutions Account Managers responsible for solution subscription retention and.
• Aligned Librarian Relations team from marketing silo into the sales and account management channel focusing on driving sales opportunities and product adoption. Exceeded new product adoption goal.
• Led introduction of “challenger selling” to LLF channel in 2010 including integration within marketing programs and product launches.

• Created direct-to-customer and channel facing B2B programs designed to increase product revenue through increased customer usage of productsMajor Accomplishments:
• Surpassed goal by achieving 23% usage growth.
• Achieved $600M online revenue plan through use of marketing analytics and customer insights. Programs included account management incentives, customer training programs, customer free trial offers and campaigns.
• Developed Usage Matrix identifying users by level of Westlaw engagement to target the right customers at the right time.
• Streamlined summer associate program saving $120k in costs while still achieving usage targets.

• Led department of sixty representatives organized into smaller teams by market segment. Responsible for retention and growth of $419M in base online subscriptions and new sales. Partnered with Strategic Marketing and.
• Reorganized compensation plans to provide line of sight, created customer training curriculum and championed web based seminars to increase capacity and productivity.
• Introduced inside account management to MLF and LLF customer segments.
• Increased customer training sessions by 10%, sales leads by 58% and reduced employee turnover.
• Achieved over 100% of quota for renewal business leading team to secure over $12M in contract value in 2006.

• Managed department of 160 attorneys dedicated to customer support on all West products and market segments. Included operations team comprised of training team, analysts and scheduling center for 24 x 7 call.
• Expanded role of reference attorneys to promote marketing campaigns, sales leads and retention. $4.2 million in closed sales attributed to leads across all customer segments.
• Reorganized department to focus on customer market segments.
• Introduced new support technologies: e-mail, live chat and new CRM system “Customer Summary Screen”.
• Identified opportunity to score and rank customer research skills through Research Quality Management. Developed scoring and benchmarking and then worked with marketing to create automated tool and marketing program to.

Greater Minneapolis-St. Paul Area

The Innocence Project of Minnesota represents people who were wrongfully convicted for crimes they did not commit. http://ipmn.org/https://www.linkedin.com/company/innocence-project-of-Minnesota

J.D.

Ba, Political Science/Economics