Summary
Overview
Work History
Skills
PLATFORMS & TRAINING
Timeline

COLLEEN DALY- ARROYO

Hackensack,NJ

Summary

Highly experienced Client Account Manager implementing winning strategies and solutions across multi-media channels (digital, e-commerce, media, publishing and print)

Dependable, hard working and dedicated team player with exceptional communication and organizational skills. Laser focused on ensuring excellent service standards and maintaining high customer satisfaction. Able to negotiate and problem solve quickly, accurately and efficiently. Committed to quality and excellence.

Overview

25
25
years of professional experience

Work History

Senior Client Services Project Manager

Quad For Walmart
Hoboken, NJ
03.2022 - Current
  • Primary day to day contact for assigned Walmart campaigns.
  • Developed and managed project timelines across several business areas.
  • Actively participated and managed meetings with clients leadership team, provided meeting agendas and recaps to participants.
  • Ability to manage large volume of complex projects simultaneously.
  • Performed and provided service in accordance with established operating procedures.
  • Kept stakeholders up-to-date on details pertaining to client projects.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Cultivated and strengthened client relationships using dynamic communication skills.
  • Advised management of any potential issues that would require escalation.
  • Managed project tasks to insure timely and accurate delivery of campaign assets.
  • Primary contact for Walmart internal and external Financial Services routings.

Client Services Account Manager

Quad Graphics
New York, NY
08.2011 - 04.2021
  • Senior Account Manager and contributing member to sales, creative, and client services teams.
  • Principle liaison between internal teams and client while providing day-to-day management of production and advertising projects.
  • Managed receipt of 1000+ digital files and facilitated archives for accounts: JCrew, Conde Nast, LBrands- PINK , Bed Bath & Beyond, Macmillan, Scholastic and Simon & Schuster.
  • Managed receipt of 5000 advertising samples and was responsible for scheduling models and photographers for photoshoots.
  • Planning, organizing, and driving processes and communications through pre-media, printing, finishing, and distribution.
  • Manage customer relationships by tracking processes and conveying any issues or concerns that affect printing while seeking continuous quality improvements.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Contributed to annual revenue goals by selling new services and developing new accounts.
  • Listened attentively to client feedback and worked with product development team to introduce new services.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Recommended brand products to customers, highlighted benefits and redirected objections to secure additional revenue.
  • Educated clients on new SOP's and updated account information to maintain high standards of client service.
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accuracy, quality and customer-centric terms.
  • Oversaw new business development and customer servicing.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution

Client Services Production Lead

Quad Formerly Worldcolor
New York, NY
05.2003 - 08.2011
  • Delivered exceptional customer service to clients by leveraging extensive knowledge of accounts, schedules and services and consistently strived to create welcoming, positive experiences.
  • Developed strong client relationships and earned reputation for exceeding service standard goals.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with supporting detail.
  • Reduced financial inconsistencies by verifying all customer service teams client billing invoices.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Interviewed and trained customer service personnel, working to establish key internal functions, scope of position and superior customer service standards.
  • Scheduled employees for shifts, taking into account customer volumes and employee strengths.
  • Managed production, retouching and customer services teams in addition to overseeing facilities workload balance verse client schedules
  • Completed annual reviews for all production and client services personnel - team of 14 employees

Advertising Production Manager

HFM Media US
New York, NY
01.1998 - 05.2003
  • Responsible for leading, training, mentoring, and supervising production department Coordinators.
  • Key point of contact with client, advertising agencies, vendor and printers.
  • Responsible for creating annual production schedules and all special interest and supplement timelines, 17 titles
  • Completed and submitted monthly and yearly reports to support executive decision making.
  • Reviewed work for quality and compliance with company standards and design specifications.
  • Implemented program changes to identify and quickly resolve root cause issues bottlenecking production levels.
  • Directed creative process for traditional and online ads.
  • Attended customer meetings, trade shows and conferences as company representative.
  • Inspected layouts and advertising copy and edited scripts, audio and videotapes and other promotional material to adhere to specifications.

Skills

  • Account Management
  • Vendor Management (Domestic & International)
  • New Account Onboarding
  • Operations
  • Business Development and Planning
  • Upselling
  • Forecasting (WIP)
  • Sales Reporting

PLATFORMS & TRAINING

MAC OS & Windows , MS Office - Word, Excel, Powerpoint, Google Docs / Drive, Smartsheet , DAM Software - Global Edit,

Marcom - Digital Image Mgmt, MS Teams / Zoom

Continuous Process Improvement and Lean Methodologies (Six Sigma), Kaizen / Just-In-Time Inventory Management & Control

Timeline

Senior Client Services Project Manager - Quad For Walmart
03.2022 - Current
Client Services Account Manager - Quad Graphics
08.2011 - 04.2021
Client Services Production Lead - Quad Formerly Worldcolor
05.2003 - 08.2011
Advertising Production Manager - HFM Media US
01.1998 - 05.2003

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COLLEEN DALY- ARROYO