Work Experience
EducationDynamics Hoboken, NJ May 2005 - Present
Vice President, Client Services
- Recruited, trained and led team of 5 account managers to deliver strategic thought and exceptional client service to more than 120 partner institutions, 250+ campaigns and $8 million in revenue.
- Led client implementation of web-based, affinity social networking communities targeting 17-21 year olds with a combined population of more than 1.5 million users.
- Strategic product development team lead, overseeing core enhancements to our social networking platform, client reporting engine and core product offerings, with our VP-Creative, VP-Technology and VP-Product.
- Developed and led new associate training division-wide through a 4-week, classroom-based, interactive model focused on learning our core business practices and the marketplace.
GoalQuest, Inc. New York, NY May 2001 - May 2005
Executive Director, Client Services
- Managed a production and client services staff of 15; led the process from initial implementation meetings through site build and development to product launch and ongoing results-driven service.
- Developed and implemented core processes and procedures, including strategic client communication flow, for production and client services departments to streamline workload and increase efficiency.
- Conducted on-site client strategy sessions and training workshops during product implementation and over the course of the relationship for between 5 and 75 administrators.
- Identified client “best practices” for product optimization and developed web-based and print training materials for client use, including video and live, web-based training sessions.
Bank One/First USA Tempe, AZ August 2000 – April 2001
Customer Service Specialist
- Awarded “Best Overall Performance” – October 2000 for lowest average handle time, highest scores on quality monitors, and highest scores on ongoing assessments out of a facility of 2,400 service agents.
- Recipient of two “Raving Fan” compliments based solely on exceptional customer feedback.
- Handled high volume of in-bound customer service calls regarding credit card accounts and negotiated with card holders to satisfy needs, while maintaining bank standards
- Completed six-week intensive training in customer service, bank policies, and finance rates with Honors
Vector Marketing Corporation Phoenix, AZ May 1998 – August 2000
Branch Manager
- Hired, trained and led a team of 30-45 sales associates in Mesa, Arizona and Lubbock, TX
- Designed and implemented advertising recruitment plan that generated over 200 applicants in 3 months.
- Achieved highest sales average per representative in division of $224 (national average was $182)
- Developed 6 management candidates, while motivating a sales team of 30 through one-on-one interaction and weekly team meetings
Education
Arizona State University, Hugh Downs School of Human Communication
Bachelor of Arts in Communication, May 2003
- Dean’s List – Spring 2001, Fall 2001
- Resident Assistant, 2001-2002 – Nominee for Original Program of the Year – “Macademics First!”
- Tour Guide and Orientation Leader – selected as 1 of 8 leaders for off-site sessions out of 70 members
- Instructor for 1-credit University Life course of 25-30 students, two consecutive fall semesters