Tonya Baker Email & Phone Number

Portland, Me, Us

Portland, Maine Metropolitan Area

Greater Boston

Promoted to directly manage one CSM and Canadian region•In-depth knowledge of our product offering; is the first point of escalation for customer portfolio.•Led hiring, retaining, and development of new team members, fostering a culture of collaboration, over-achievement, and continuous learning, while aligning with company OKRs. •Responsible for performance reviews of direct reports. •Serve as a positive, dynamic leader that displays the best work ethic, creative problem-solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy•Foster a culture of learning within the CSM team encouraging and advocating for ongoing development of team members.•Manage a portfolio of customers with broad product set within Casino•Proactively anticipate problems and opportunities while serving as a key escalation point for customers to ensure solution-oriented thinking and best-in-class customer experience.•Run Bi-Weekly Customer Success priority meetings

Greater Boston Area

Operator/ client contact for 4-12 accounts across North America • Responsible for adding value to client relationships through consultation on usage of product, optimization of content delivered and regular communication on technical upgrades, downtime etc. • KPIs related to creating and rolling out a formal client onboarding plan for new customers, training all clients on new features and re-setting/ improving the health of client relationships •Ensure positive Customer satisfaction and Customer relationship is managed by being the advocate between Technology and the Customer•Responsible for non commercial aspects of the customer accounts•Work with Account Manager & Customer to analyze & document refined new work request requirements•Manage customer priorities through communication with the client and internal development teams providing justification and clear communication both internally and externally•Work closely with the Account Team to ensure a joined up and collaborative approach to managing the customer (weekly, monthly & quarterly review meetings)•Supported and led RFP for complex client in addition to day to day responsibilities

Greater Boston Area

•Responsible for all Client Services functions for all BzzAgent Markets (USA, CA, UK & Brazil). Measures of success include efficiency of team in amount of programs ran per year, client satisfaction and profit margin•Accountable for deciding and rolling out a key task restructure which included overall of job descriptions and career path •Responsible to leadership team for all client satisfaction objectives including how the team works together to accomplish all success metrics •Ownership of vendor relationships with fulfillment companies and controlling our bought-out costs to target percentage of revenue • Management of six direct reports with many informal mentees across countries

London, United Kingdom

• Moved to London and revive the UK BzzAgent business due to experience and success in all previous Client service related positions • Sole responsibility for delivering excellence to all UK clients while working with Sales to grow the market client list • Successfully doubled the business and helped to grow the market based team during tenure in the UK. Hired and trained two account managers prior to moving back to the US to maintain the business• Picked up managing and supporting Brazil, which was a new market for BzzAgent, while living in London. This added a third direct report and a challenge of managing a new market to my responsibilities

Greater Boston Area

• Day to day manager of a team of six US based account managers that each had ownership over a small number of clients • Junior team of Account Managers made my key responsibilities growing and developing each team member to have more strategic ownership of their client list• Responsible for optimizing and changing the process to deliver client campaigns with one person (as opposed to two) responsible for all elements of campaign production • As part of acquisition I reported into a senior leader within broader dunnhumby which led to balancing the needs of the team based in Boston with the larger needs of a large Cincinnati based business with very different processes

Greater Boston Area

• Acted as primary contact for major CPG accounts; working across multiple big brands at once including SC Johnson, General Mills and P&G.• Strengthened brand equity and increased sales by working with brand managers and agencies to integrate word-of-mouth marketing campaigns into overall strategy for the year.• Managed campaign creative process from start to finish, reviewing copy and all creative assets, and ensuring alignment with client goals• Created and presented campaign results to senior client management, including ROI analysis and consumer insights • Mentored and trained junior level associates that helped with production elements and evolved to become more client facing • Supported business development team with analytics expertise and best-practice insights during proposal phase, contributing to the signing and retention of top clients

Greater Boston Area

• All responsibilities below in addition to co-leading the on boarding and training process for new hires at the associate level as the business gained momentum • Became subject matter expert for social listening tools which included researching the space to ensure the best tool was being used, coming up with new ways to incorporate in the BzzAgent solution and training both the client services as business development team on utilizing

Greater Boston Area

Responsibilities included the following:- Executing BzzCampaigns from conception through final analysis for clients (roughly 5-6 months per BzzCampaign)- Facilitating production of printed and digital campaign specific collateral. Primary responsible for being liaison between clients and creative(designers and copywriters)- Developing surveys and performing analysis using a combination of Excel and SPSS software to measure shifts in brand metrics, purchase intent and other key metrics- Managing schedules and priorities for mutiple campaigns in all phrases (development, live and analysis) - Expert knowledge of all internal systems- Producing campaign performance reports in PowerPoint that capture overall success of BzzCampaigns: Reports included: analysis of survey data, qualitative data and recognized trends in user submitted reports, examples of peer-to-peer conversations via Facebook, Twitter, and other social media platforms and running reports in Nielsen BuzzMetrics dashboard to show volume, SOV, and sentiment analysis-Internally led analytic partnership with Nielsen BuzzMetrics. Responsibilities included: internal training/presenting key usage and capabilities of the tool to company as well as coordinating queries for review with other associates and offering assistance when necessaryAwards: Employee of the Month- September 2011

Greater Boston Area

Responsible for developing and maintaining a system to track banner ad trends. Tatto Media was interested in learning what sized banner advertisements should be displayed where and how frequently. Responsibilities included tracking this data and presenting weekly findings to the sales department.

Maine

Master Of Business Administration (Mba)

Bs Marketing, Minor In International Studies

Activities and Societies: Gamma Phi Beta, International Buddy Network (President), Panhellenic Council(Vice President), Service Learning.