JACKIE FERRARA

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.

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.

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.

• 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.

• 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.