DONNA LYNNE THOMPSON
Jacksonville,Florida
Summary
CUSTOMER EXCELLENCE MANAGER Innovative and driven leader focused on sales while building successful, empowered teams to satisfy both business and customer demands. Mission driven to identify gaps, create solutions and improve processes with forward-thinking strategies. Exceptional interpersonal skills with internal and external customers while delivering high customer experience by meeting or exceeding customer expectations. Deadline-driven, tenacious, and successful at thriving in high-pressure environments. Striving to continue learning as the advertising ecosystem evolves.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Manager of Campaign Management
Effectv, a Comcast Company
Jacksonville, FL
12.2011 - Current
- Responsibilities include providing continuous support to Account executives and clients on media sales buys for linear and digital cable from client contracts to invoice delivery
- Recruited, hired, coached, and motivated employees through change and early adoption
- Built culture of diversity and respect with constant track record of high delivery execution rates while being accountable in positive and transparent culture
- Optimized $40M+ in annual revenue across 5 geographies while directing team of 11 employees responsible for national, regional, and local businesses, with variant processes and procedures across linear and digital products
- Built relationships with high value clients to ensure customer satisfaction and trained support staff
- Nurtured stakeholder relationships by maintaining effective cross-functional coordination spanning sales, technical operations, business teams, external vendors, and senior management
- Assessed employee performance by developing metrics and reviewing employee deliverables
- Support and coach employees with career development
- Recognized process gaps and recommended continuous improvement strategies to maximize profitability
- Supporting and training sales with new client onboarding and software rollouts
- Designed metrics and defined employee KPI’s and developed periodic reports to assess executive’s performance as per company’s goals
- Communicated to Senior managers
- Developed best-in-class customer care to support clients and campaigns
- Developed and maintained Knowledge Base to support sales and operations teams
- Managed Florida Political sales across markets
- Training sales and operations on software platforms and new rollouts with initiatives
- Committee workgroups: Clients - Account Engagement Program - levels of service * Political - Committee to determine plans for 2022 - operations and service level * Addressable - Resolve workflow and management of campaigns
- Improved operations through consistent hard work and dedication
- Worked with internal and external customers to understand needs and provide excellent service
- Proved successful working within tight deadlines and fast-paced atmosphere
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Identified issues, analyzed information and provided solutions to problems
- Managed team of 10 employees, overseeing hiring, training, and professional growth of employees
Senior Traffic Manager
Comcast Spotlight
Atlanta
05.2009 - 12.2011
- Responsibilities included operational technical operations and sales support employees to ensure all clients commercials linear and digital are scheduled and verified by delivering high execution as contracted
- Managing, leading, and developing project plan for consolidating fourteen markets into one major hub, that streamlined and improved efficiencies
- Team consisted of over 35 employees with traffic and campaign manager functions
- Defined KPIs, monitored performance, and drafted progress reports based on periodic deliveries
- Led project development, training, and rollout of multiple software systems to sales and traffic teams
- Liaised with multiple members from senior management, consisting of 3 Sales VPs, 2 Operational VPs, 2 Directors of Technical Operations, 1 Director of IT, and Senior Managers of Master Control.
- Developed and rolled out concept of creating hybrid teams of traditional sales assistants and traffic coordinators, aiming at combining knowledge and experience to enhance efficiency.
Traffic Manager
Comcast Spotlight
Atlanta
11.2001 - 05.2009
- Responsibilities included schedule management of linear advertising commercials, in coordination with head-ends, while overseeing billing of revenue, and collaborating with VPs, GMs from sales team to address operational and business concerns
- Established and supervised team of 11 traffic assistants and 2 supervisors, while overseeing 5 markets
- Collaborated with production, technical, sales, traffic, and creative insertion departments, and facilitated development and management of overall operational workflow
- Designed and rolled out Operational Karate Belt programming for cross-training and career development.
Traffic Manager Cox Cable Rep – Business and Traffic Manager
Cox CableRep
Gainesville And Pensacola, Florida
10.1999 - 11.2001
- Developed and managed document tracking procedures and data gathering processes.
- Balanced workloads and assigned specific tasks to team members in order to accomplish objectives.
- Developed criteria, application instructions, procedural manuals,
- Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.
- Managed staff of 15: Traffic, insertion department/creative delivery, insertion team.
Traffic Manager - Miami Interconnect
Miami Interconnect - 5 Different MSO Partners
Hollywood, Florida
06.1996 - 11.2001
- Developed and managed document tracking procedures and data gathering processes.
- Balanced workloads and assigned specific tasks to team members in order to accomplish objectives.
- Conducted research to address shipping errors and packaging mistakes.
- Maintained, established and delivered on KPI's
- Responsible for monthly audits and billing
- Working with affiliates insuring correct break times.
- Responsibilities included supporting, Operations Manager with checking the Seachange system and backing up Traffic employees on weekends for technical or traffic issues.
- Sending and checking schedules then confirming that all schedules are resolved of conflicts - review live events
Education
Bachelor of Arts - Marketing
University of Arizona
Tucson, AZ05.2023
Bachelor’s Degree - Health Science Education & Promotion
University of Florida
Gainesville, Florida1995
Skills
- Cross-Functional Collaborator
- Project Management, Training and Development
- Escalation/Conflict Resolutions
- Streamlining Processes - Gap Analysis, Planning, Change agent
- Performance Analytics
- Communication Effectiveness
- Team building and Mentorship
- Software traffic conversions - Eclipse to Novar
- Consolidation of support teams
- Microsoft Suite: Word, PowerPoint, Excel (Pivot tables/formulas), Teams, D365, Strata, One TIM, OneConnect
- Basic SQL experience within T&B system: update, select
- Seachange training (insertion equipment software)
- Technical - sending schedules, ad routers, and severs - Merging schedules
- 15 years linear and digital advertising
- Identified project scopes, constraints, risks and deadline
- Self-Motivated
- Flexible, Adaptable
- Attention to Detail - Deadline driven
Additional Information
- AWARDS , Aaron Leadership Award Operations Award for the Interconnect Operations Team National Circle of Success Award National Circle of Success Award Nominee – Individual Award
Certification
- DMI Pro Digital Marketing Institute and AMA American Marketing Association - Certified Digital Marketing Professional - January 26, 2022
Timeline
Manager of Campaign Management
Effectv, a Comcast Company
12.2011 - Current
Senior Traffic Manager
Comcast Spotlight
05.2009 - 12.2011
Traffic Manager
Comcast Spotlight
11.2001 - 05.2009
Traffic Manager Cox Cable Rep – Business and Traffic Manager
Cox CableRep
10.1999 - 11.2001
Traffic Manager - Miami Interconnect
Miami Interconnect - 5 Different MSO Partners
06.1996 - 11.2001
Bachelor of Arts - Marketing
University of Arizona
Bachelor’s Degree - Health Science Education & Promotion
University of Florida
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