Summary
Overview
Work History
Skills
Training amd Special Projects
Certification
Accomplishments
Software
Work Availability
Work Preference
Timeline
Intern
JACKIE FERRARA

JACKIE FERRARA

Houston,TX

Summary

Result-driven Manager with a track record of optimizing service delivery processes, improving customer satisfaction rates, and reducing costs while maintaining high service standards. Strong leadership skills and ability to build high-performing teams. Experienced in managing complex projects and implementing strategic improvements. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Deliver Manager

NEW ERA TECHNOLOGIES
10.2022 - Current

Company Overview: New Era is a Technology Solution Provider that delivers tech solutions to securely connect people, places, and information around the globe.

  • Worked directly with customers and engineers to deliver expectations for the health of 1,500+ sites.
  • Successfully prioritize and manage incidents, changes, and problems.
  • Consistently meet deadlines and requirements for all production work orders and project deliverable items.
  • Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
  • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.
  • Manage and oversee Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management.
  • Facilitate weekly client meetings to review project status, upcoming deliverables, and address concerns.
  • Provide a single point of escalation for incident management.
  • Produce ad hoc reports and documents for senior and executive team members.
  • Managed communications between internal teams and external customers regarding product updates or changes in services offered.
  • Ensured SLA compliance and maintained service delivery quality standards.
  • Established relationships with external stakeholders to support service delivery operations.
  • Resolved escalated customer issues in a timely manner according to established procedures.
  • Managed all aspects of service delivery expectations.

Sr. Customer Success Manager

Force Marketing
02.2021 - 10.2022

Company Overview: (A Force Marketing company effective 2/1/2021)

Formerly known as GS Marketing, a 32-year affiliate of The Friedkin Companies, Inc.

  • Assisted in the transition of teams and jobs after the company purchase.
  • Providing best-in-class service to a growing book of automotive dealership customers.
  • Successfully guiding the CSM team through the transition to the new Force Marketing system and products post-acquisition, as well as helping acclimate a new CS Director.
  • Led the team in customer and revenue retention, despite the downturn during the Covid-19 pandemic.
  • Well known and relied on for legacy product, process, and system knowledge, and for recognizing and improving inefficiencies.
  • Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
  • Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
  • Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.

Lead Customer Success Manager

GSM
12.2019 - 01.2021

Company Overview: GS Marketing (GSM), a 32-year affiliate of The Friedkin Companies Inc.

  • Participated in the forming of the Customer Success Team, job descriptions, roles, and responsibilities, writing processes and procedures, along with establishing the team's goals for success.
  • Assisted in training new Customer Success Managers, ensuring adoption of new processes and procedures.
  • Provided customer onboarding and training to ensure successful product adoption.
  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement, specifically related to their market. Advised on marketing plans to better serve the customers' market.
  • Provided customer reporting and feedback on marketing plan success.

Sr. Analyst, Business Process and Quality and CRM Administrator (Sugar)

GSM
08.2014 - 12.2019
  • Designed and managed the company's continuous improvement program 'TuneUp,' identified defects and deficiencies, performed root-cause analysis, and assisted team members and managers to build, implement, and sustain solutions.
  • Developed and implemented strategies for customer relationship management system.
  • Performed user acceptance testing on CRM software to ensure functionality.
  • Configured, maintained, and optimized CRM software systems.
  • Team member for Lean Agile implementation program.
  • Served as Scrum Master to the IT team during the development period of the new platform.
  • Initiated and trained in the Adobe proofing process for the Design Team, saving printing costs.
  • Vital member of the Oracle transition team, to ensure procedures, processes and quality were maintained.

Manager, Account Services, Products and Systems

GSM
01.2010 - 08.2014
  • Leading a team of 6 Account Consultants providing marketing campaign services to 600+ customers.
  • Hired, developed, and retained associates to plan, process, and ensure on-time delivery of monthly campaigns.
  • Consulted directly with dealer customers regarding data and marketing strategies.
  • Coached AC team using campaign ROI results to create and book future orders. Mentored and trained team members in order to improve their job performance.
  • Influential in designing and implementing GSM's first marketing automation system (eEnroll), allowing customers to self-serve while selecting and ordering marketing campaigns.
  • Designed and led the development of GSM's first execution workflow system (PDS), with job tracking and notifications to ensure on-time delivery.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Initiated new projects that resulted in increased productivity across all departments.
  • Established processes to ensure efficient workflow throughout the organization.

Skills

  • Process, planning, writing, and implementation
  • Interpersonal and written communication
  • Conflict resolution / Excellent problem-solving abilities
  • Policies and procedures
  • Customer service
  • CRM administration
  • Process analysis and improvement
  • Workflow optimization
  • Quality Assurance
  • Change Management / Incident Management
  • Proficient in Excel and Google Docs
  • Proficient in Word and PowerPoint
  • Proficient in SugarCRM
  • Knowledge of Salesforce
  • Solutions Development
  • New Client Onboarding / Client Relationship Management
  • Quality monitoring and solutions
  • Operations support
  • Project creation
  • Customer Engagement / Customer Satisfaction
  • Business Analysis
  • Process flow validations
  • Project Implementation
  • Workload Management
  • Mentoring and Training
  • Performance Improvement
  • Client needs assessments
  • User of ServiceNow

Training amd Special Projects

  • Intacct Billing System Implementation, 01/01/20
  • Professional Services/Customer Success Organization Transformation Team, 01/01/19
  • BA Essentials Master Class, 01/01/18
  • Adobe Proofing Process Implementation Lead, 01/01/16
  • Sugar CRM system Implementation Lead, 01/01/15

Certification

  • Bridging the Gap : BA Essentials Mater Class
  • Customer Success University / Gainsight : Customer Success Management 101

Accomplishments

  • Achieved efficiencies by introducing Adobe proofing process for marketing comps for internal proofing. The process saved several days time and thousands of dollars by cutting down on color/custom printing.
  • Was the lead in implementing the company's first CRM system.
  • Was lead liason to major automotive customer in California
  • Scrum Master for IT team building a new platform
  • Helped design the first online ordering system for companys marketing materials from the customer and client service teams perspectives.

Software

Google Docs

Microsoft - Excel, word, power point

ServiceNow

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork from home optionPersonal development programs

Timeline

Service Deliver Manager

NEW ERA TECHNOLOGIES
10.2022 - Current

Sr. Customer Success Manager

Force Marketing
02.2021 - 10.2022

Lead Customer Success Manager

GSM
12.2019 - 01.2021

Sr. Analyst, Business Process and Quality and CRM Administrator (Sugar)

GSM
08.2014 - 12.2019

Manager, Account Services, Products and Systems

GSM
01.2010 - 08.2014
JACKIE FERRARA