Lilly Whyland Email & Phone Number

- Lead the Client Services Department and oversee the day-to-day activities of the team.- Provide direction to team members to ensure they are meeting client and company objectives.- Work closely with the Leadership Team to set and achieve company goals each quarter.- Determine short- and long-term resource requirements for the Account Management and Call Listening teams.- Develop and provide onboarding and ongoing training efforts for all processes related to the Client Services Department.- Ensure the team provides exceptional customer service to clients and assist with the resolution of escalated client concerns.- Stay up-to-date with industry trends and best practices in client services and implement new strategies as needed.- Collaborate with other departments to ensure all projects are completed on time, within budget, and to the client's satisfaction.- Provide regular reports to the Leadership Team on the performance of the Client Services Department.

- Led and collaborated with the Client Service Team to provide exceptional support to both new and existing clients.- Communicated digital strategies and performance to clients across multiple channels, including SEO, PPC, Website Development, Social Media, Mass Media, Direct Mail, and more.- Assisted in the achievement of client retention and growth goals year-over-year, using my expertise to develop strategies that drove results.- Collaborated with all members of the production team to fulfill clients' advertising campaigns and project requests, ensuring that projects were delivered on time and on budget.- Project managed the creative process and campaign execution for all marketing campaigns, from ideation to execution and reporting.- Maintained accurate databases to ensure CRM record accuracy and the ability to pull data quickly, making data-driven decisions that drove results.- Managed the Call Listening Team to ensure timely reports and valuable customer feedback that could be used to improve campaigns and customer experiences.- Kept accurate records of correspondence with customers in the CRM system (currently Workamajig), ensuring that client information was up-to-date and accessible to all team members.

Tampa/St. Petersburg, Florida Area

- Responsible for the development and performance of the implementation and execution of client campaigns after an account is sold.- Communicated professionally, accurately, clearly and courteously with customers by telephone, email, letter and face to face.- Assisted internet marketing team with development and communication of digital strategy for each assigned account (SEO, PPC, Website Development, Social Media, etc.)- Established plans and strategies to enrich and expand the customer base within each account.- Responsible for weekly/monthly Plan of Action calls and staying on top and ahead of all issues, deliverables and timelines.- Interfaced with media, creative, accounting, production and internet departments.- Kept accurate records of discussions and correspondence with customers in our CRM system (Workamajig)- Investigated and resolved customer concerns.- Contributed to the training of new team members.

Tampa/St. Petersburg, Florida Area

- Assigned a group of dealers to service and executed advertising campaigns.- Communicated professionally, clearly and courteously with customers by telephone, email, and face to face.- Worked together with Account Manager(s) on weekly Plan of Action calls with clients.- Investigated and resolved customer concerns.- Kept accurate records of discussions or correspondence with customers in our CRM system.- Assisted with production, onboarding and proofing of all advertising campaigns along with monitoring production and media schedules.- Assisted in finding additional sales opportunities to regional customers.- Understood the organization's advertising products and services, and kept up to date with changes.- Interfaced with media, creative, accounting, production and internet departments.- Reported all activities and key issues to Client Services Manager in a timely manner.

Tampa/St. Petersburg, Florida Area

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University Of South Florida