Nancy Munroe Email & Phone Number

Greater Milwaukee Area

Full responsibility for overall customer service functions, project management processes and procedures, sales support and team development. Five direct reports. Diplomatic leader, macro-manager, committed to organization, clients and staff.

Directed customer service department of three account managers and three prepress coordinators. Committed to outstanding service of educational publishing clients. Development and implemenation of related and cross-functional processes and procedures, sales support, mentoring and team development.Key Achievements:Managed publishing division account volume that increased from $4.5 million to $30 million per yearAttained high customer satisfaction (in excess of 98%) through proactive service practicesImplemented lean principles throughout the order flow process, generating a 14% increase in productivityCreated and refined customer service orientation and training programGrew department and optimized staffing through increase in sales volume; closely coached and mentored staff resulting in turnover of less than 5%Department leader of organization during four years of “Best of the Best” Workplaces in America award from Print Industries of America and two years of “Best Small Company” award from Milwaukee Magazine

Managed all customer service functions for district office, forecasts, budgets, and customer satisfaction of 6,000+ mail and home delivery customers. Two direct reports.Key Achievements:Organized distributor incentive programs designed to reduce delivery complaints and increase subscription salesSelected to beta test new national home delivery computer system at company headquartersValidated area address data base to better map and route customer orders

Assisted account executive in all areas of advertising and marketing planning, with heavy emphasis on media research, planning, budget development and scheduling. Also assisted in creative concept development, copywriting and production.