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.
• 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 successful customer marketing plans.
• 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.
• Scrum Master to the IT team during the development period of a new platform, using Confluence and Jira Integrations.
• 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. Resolved conflicts between employees by providing guidance on company policies and procedures.s.
• 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.
• Initiated new projects that resulted in increased productivity across all departments.
• Established processes to ensure efficient workflow throughout the organization.