• Primary liaison between Innovairre offshoring project Point of Contacts (POCs) and the offshoring vendors• Identifies and develops project scopes for offshoring opportunities working with POCs • Develops SOWs (Statements of Work) with process owners• Works with team members to streamline processes which result in efficiencies which will reduce costs and increase productivity• Maintains individual project tracking and provides reporting • Assists in developing project documentation and training materials for projects• Coordinates and arranges training to ensure smooth transitions with offshoring partner• Performs regular audits to ensure KPIs are met and correct labor percentages are in line with cost analysis against identified SLAs and KPIs• Resolves issues escalated by POCs and offshoring vendors• Centralize functions across multiple locations to setup shared services• Manages and maintains contracts including SOW renewals and headcount verification for billing

• Continually adjusted best practices to better serve the needs of the clients and increase efficiencies within the organization in a time of accelerated growth.• Responsible for planning, scheduling, and coordinating multiple campaigns simultaneously for up to 50 different end clients.• Led weekly status calls with clients ensuring multiple campaigns are progressing appropriately. • Served as first level of escalation to investigate client issues, identify root causes and adjust procedures accordingly to prevent future issues.• Led account management team which entailed setting priorities for team members in a fast paced, deadline driven environment.• Provided extensive training on all aspect of production and account management for direct mail campaigns in both the domestic and international office.• Metric managed client complaints and issues companywide from building required documents to updating Senior Management on a quarterly basis.

• Coordinated direct mail campaigns in Australia, New Zealand, Brazil, France, Germany, United Kingdom, Ireland, Greece and the Philippines, many of which were brand new markets at the time of entry. • Written and composed full client and market SOPs including KPIs.• Assumed the role of primary quoting duty to alleviate work load on sales. This entailed liaising with estimating and clients on a daily basis to get campaigns coordinated within the specified budgets through salesforce.• Promoted to Team Lead.• Coordinated with outside vendors including logistics companies, post offices, new production facilities and lettershops.• Composed flow charts detailing entire internal scope of process.

• Provided day-to-day support to the client; manages client projects and programs and serves as the liaison with internal departments, the production facility and the client:• Managed the entire work flow process throughout the scope of a direct mailed campaigns for both domestic and Canadian clients, • Developed extensive expertise in the print and direct mail industry processes.• Sent out weekly grids summarizing ongoing client campaigns both internally and externally.• Entered and maintained accurate orders in Lotus- based CRM system.• Composed and processed all client invoicing.