Phyllis Ferguson Email & Phone Number

New York, New York

Senior Manager - Media Serviceso Maintain 1200+ affiliate account details and provide support to affiliate manager teamo Oversee 100+ email list management clients and perform new list intake, including contractual documentation, compliance vetting, troubleshooting technical issueso Coordinate all weekly and monthly affiliate and list management payments including chargebacks, make goods, tracking issues; provide payment documentation to finance team. Research and resolve affiliate payment disputeso Compile weekly and monthly analytic reports for upper management; revenue and margin tracking, affiliate manager and division goal achievement, affiliate performance by traffic channelo Work directly with Operations team to resolve and troubleshoot 3rd party pixel placements, tracking issues, aid with campaign setups and affiliate notificationso Created various operational process documents; monitored implementationo Train all new affiliate manager, sales and client service team hires on MonetizeIt, a proprietary tracking platformAssistant Manager – Business Developmento Assisted affiliate manager team with account management and maintenance, coordinated payments with finance teamo Placed and tested all 3rd party pixels, gathered and distributed creative materials and links for affiliateso Created and distributed weekly top offer weekly newsletter to affiliate baseo Provided weekly reports on division and affiliate manager goal achievemento Part of a 5 member task force assisting in the complete redesign of the MonetizeIt platform

Contributed to developing and expanding a small list management operation into a high-volume division that consistently performed125% or more to expected revenue goals. Administrative oversight of over 200 lists and related list owner and third-party mailer accounts, including compliance and contractual documentation, data detail and client data preferences. Developed department-wide import and export practices with an emphasis on quality control, CAN-SPAM compliance and detailed client support Analysis of data sources and vertical assignments that provided exceptionally targeted consumers for third-party mailers by expert analysis of data sources Wrote the department training manual to develop account managers with a strong knowledge of list management and compliance practices. Created standardized forms for all client communication Co-authored a 120 page mock-up and spec manual for a redesign of the data management system

Implemented a full-service publisher support team, trained new sales and account management staff and provided seamless publishersupport during and after corporate acquisition. Administrated more than 100 publisher accounts, including all compliance documentation, payout structures and offer assignments Wrote the department training manual for both publisher sales and account management teams; conducted training sessions for new hires Culled statistics for non-pixeled 3rd party offers; calculated and reported revenue to publishers Analyzed best- and worst-performing offers; provided bi-monthly reports to sales staff Created offer descriptions and text creatives; uploaded creative materials to corporate network site Provided publishers with creative materials, links and suppression files; placed and tested tracking pixel placements

Helped to build the email marketing division from scratch, with an emphasis on focused campaign management, frequentoffer/creative testing and capitalizing on consumer trends through lead generation analysis. Set up and scheduled in-house email campaigns using a proprietary mailing platform Gathered creative materials from network sites, performed A-B creative testing and Spam Assassin assessments Developed an offer scheduling system that rotated offers by vertical to avoid offer exhaustion Designed and maintained an interface-based system of assigning and monitoring publisher links Culled offer statistics from network sites, analyzed best- and worst-performing offers, and provided sales team with weekly performance reportsFresh Direct.comCustomer Service Manager 2003Managed a call center of 25 customer service representatives for an online grocery website Trained and hired staff; coordinated product knowledge instruction from grocery department heads Handled customer objection and issue escalation Created weekly complaint resolution reports for management

Co-managed a full-service customer service department for an ad-based consumer rewards website Created standardized email response templates for consumer fulfillment requests and issue resolutions Managed mail queues to provide rapid response times Monitored inbound and outbound emails; handled issue escalations Provided reports to sales team on offer fulfillment and popularity