Lesa Mount Email & Phone Number

Norcross

Assist the core team with performing functionality and performance testing on new logic in order to deliver quality assurance. Provide day-to-day auditing needs and troubleshooting of database features and functionality. Manage all data services team processes and procedures, which include data validation and formatting, assessing data grids (spreadsheets), data uploads and general data reporting for client. Also oversee the New Store Kit team that reviews and processes client new stores kit request which includes additional data validation, implementation of new location profiles, orders processing and tracking shipments.• Manage team with daily auditing of promotional grids (spreadsheets) and grid uploads for issues or discrepancies.• Manage daily New Store Kit requests and Location approvals coming in from the field. • Make system updates for new items, locations and/or changes to NSK orders • Support the internal email aliases• Demonstrate leadership and relationship building skills both internally and externally• Maintain a solid working knowledge of all client campaigns and changes to the retail store strategy• Provide updates to Data/NSK/Service teams to ensure teams are well informed of changes within the promotional life cycle. Includes reviewing and approving business requirements before communication deliverables to the client• Possesses general understanding in the areas of application programming, database and system design.

Work in partnership with development and project management team on client accounts to profile and implement new QSR and Retail clients. Managed and documented end user processing for system usability throughout the account life cycle for accounts like AT&T, Burger King, Krispy Kreme, Hardees, Arby’s, and Starbucks. Subject matter expert and second tier liaison for all website, accounting system and data related problems. Assist in resolving technical issues, process procedures and new data implementations via Dev Support trouble ticketing system. Participate in monthly product enhancement meetings, QA and process testing using the Agile (SCRUM) method.Responsible for reviewing, scrubbing and organizing new client data for importing into SQL tables for website setup. • Develop web-based intelligent profiling interface for customer solutions; including analysis and design of attributes• Direct team of Data Analysts with responsibilities of coordinating and implementing custom web-based solutions and accurate distribution of promotions and materials through client profiling and data integrity• Coordinated promotional marketing campaigns and served as gatekeeper of vital information flow between client and internal departments.• Direct management of customer relations, processes, procedures, crisis management and problem solving• Liaison between clients and web development to identify and execute system enhancements, issue resolution and increase existing program functionality

Managed Client Services department of 10 - 15 personnel that handled all customer order fulfillment, promotions setup, billing and research. Responsible for managing exceptional staffing which included: new hires, training, terminations, performance reviews and cross-training.• Assigned high-profile accounts providing customer with administrative and training products via web-based application; trained additional program managers on process and procedures for account management• Expanded account from corporate communication distributions to full-blown fulfillment account including transitioning of inventory and setup of call center as point of contact for ordering and fulfillment supporting hundreds of customers• Reviewed all clients invoicing and researched any collection disputes. Researched and validated if credit, return or payment should be made and approved accordingly.• Provided weekly reports to management on number of calls made per customer, number of dropped calls• Monitored client service calls for accuracy of information provided as well as nature of calls, to assist client support with questions on how to perform better in current position and provide more training as needed. Designed processes and procedures for customer support, order processing and invoicing

• Liaison between the company and the client as the Fulfillment Division was created• Acting Program Manager on new account set ups during implementation• Responsible for learning and training on new web-based application (Promonet)

• Responsible for daily, weekly and monthly billing of client accounts• Assisted with reconciling past due invoices and customer maintenance• Established account set up and billing requirements for new accounts