Summary
Overview
Work History
Education
Skills
Timeline
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Brooke Claudio

Tallahassee,FL

Summary

Professional account management professional with strong focus on building and maintaining client relationships. Adept at driving results through collaborative teamwork and adaptable to changing needs. Skilled in communication, negotiation, and problem-solving.


Experienced with client relationship management, key to success in account roles. Utilizes strategic communication and problem-solving to enhance client satisfaction. Track record of delivering tailored solutions and maintaining strong client retention.

Overview

12
12
years of professional experience

Work History

Account Representative

Altrua Global Solutions
12.2024 - Current
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Kept detailed records of customer interactions for optimal traceability.
  • Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
  • Supported customer satisfaction through regular follow-up and communication.
  • Collaborated with internal teams to develop tailored solutions for key accounts, fostering long-term partnerships.
  • Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.

Direct Marketing Manager

Affinitiv
06.2018 - 12.2022
  • Designed and managed email and Direct Mail campaigns with supplementary Social Media ads.
  • Established key performance metrics for marketing programs, analyzed campaign performances and adjusted strategies and tactics to increase productivity.
  • Coordinated integrated multi-channel marketing campaigns to expand reach and improve conversion rates.
  • Maintained compliance with industry regulations while executing effective direct marketing efforts.
  • Conducted market research to better understand the target audience, informing strategy development.
  • Led continuous improvement initiatives within the team, resulting in streamlined workflows and increased efficiency.
  • Implemented foundational data scrubbing practices critical to the validity of campaign mailing lists
  • Develop PNL reporting for multiple departments for 3mm+ in revenue.
  • Create training curriculum for both Email and Direct Mail departments as well as conduct inner departmental and inter-departmental trainings for this material on an ad-hoc and quarterly basis.

Email Campaign Coordinator

Affinitiv
05.2016 - 06.2018
  • Managed budgets for an average of 50 clients per month effectively to ensure optimal use of resources while minimizing costs for maximum impact on campaign goals.
  • Spearheaded digital advertising efforts that led to increased website traffic during key campaign periods.
  • Monitored industry trends to stay current on best practices and innovative approaches into campaigns when appropriate.
  • Mentored junior staff members in campaign coordination techniques while fostering a collaborative work environment.
  • Evaluated post-campaign performance metrics to identify areas for improvement in future initiatives.
  • Analyzed campaign data to inform decision-making, adjusting tactics as needed to achieve objectives more efficiently.

Account Representative

AccuData Integrated Marketing
05.2015 - 05.2016
  • Manage book of clients on order requests by leveraging multiple vendors, strategy, and pricing.
  • Create and complete invoices for billing for each order.
  • Run data counts for client orders using the count systems of multiple data compilers.
  • Deliver client orders to precise client specifications with efficiency and attention to detail.
  • Build and maintain strong client relationships through proactive consultation and timely response to incoming requests.
  • Kept detailed records of customer interactions for optimal traceability.
  • Implemented customized account plans to meet individual client needs.

Corporate Support Associate

AccuData Integrated Marketing
02.2014 - 03.2015
  • Manage job recruitment pipeline, including but not limited to, qualifying candidate resumes, resume dispersal to appropriate hiring manager, complete candidate background checks, follow up and complete candidate references. • Assist Human Resources with confidential employee filing.
  • Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
  • Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
  • Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.

Office Manager

The Plant Man Landscape & Design
06.2014 - 09.2014
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Create and prepare new job proposals for client review.
  • Create and prepare invoices for billing of open jobs.
  • Prepare and run weekly payroll.
  • Support, maintain, and update all company social media sites with promotional events, blog posts, and new information, including eBay, Pinterest, Facebook, and WordPress WOO Commerce sites.

Project Coordinator

Specialized Property Services
12.2013 - 05.2014
  • Assign and manage work orders for various REO project teams to appropriate sub- contractors per assigned job. Maintain and coordinate project/installation schedules for multiple vendors for multiple construction sites. Update client (Sales Force) and in-house information portal with real-time project progress updates.
  • Maintain regular communication with subcontractors for accurate project status. Submit change orders to client(s) and adjust subcontractor scope of work and schedule as needed.
  • Consult with client and in-house Project Managers to strategize most efficient course of action for any and all changes that may arise during project completion.

Project Coordinator

Hayes E-Government Resources
10.2012 - 10.2013
  • Assisting Project Manager in creation of project tracking documentation.
  • Created job files for each project and maintained current data in each file.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Customer training - Avaya 9600 series and ShoreTel Voice over Internet Protocol phones.
  • Develop and implement end user materials/class curriculum.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.

Education

Bachelor of Arts - Elementary Education

Flagler College
Tallahassee, FL
05.2012

Associate of Arts -

Tallahassee Community College
Tallahassee, FL
12.2009

Skills

  • Email Marketing
  • Project Management
  • Technical Writing
  • Google Analytics
  • Curriculum Development
  • CRM software
  • SharePoint
  • Proficient in Excel
  • Digital Marketing
  • Intermediate experience in CPQ/Salesforce
  • Analytics
  • Copywriting and editing
  • Customer support
  • Customer engagement

Timeline

Account Representative

Altrua Global Solutions
12.2024 - Current

Direct Marketing Manager

Affinitiv
06.2018 - 12.2022

Email Campaign Coordinator

Affinitiv
05.2016 - 06.2018

Account Representative

AccuData Integrated Marketing
05.2015 - 05.2016

Office Manager

The Plant Man Landscape & Design
06.2014 - 09.2014

Corporate Support Associate

AccuData Integrated Marketing
02.2014 - 03.2015

Project Coordinator

Specialized Property Services
12.2013 - 05.2014

Project Coordinator

Hayes E-Government Resources
10.2012 - 10.2013

Bachelor of Arts - Elementary Education

Flagler College

Associate of Arts -

Tallahassee Community College

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Brooke Claudio