Kerry Zaimes
Windham,NH
Summary
Dynamic marketing professional with a proven track record at Avaya, Inc., excelling in customer service and relationship building. Expert in developing data-driven marketing strategies that enhance brand visibility and drive revenue growth. Recognized for exceptional communication skills and a collaborative approach, leading to increased customer engagement and satisfaction.
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Experienced with troubleshooting complex technical issues to ensure smooth operations. Utilizes effective communication and problem-solving skills to resolve user concerns promptly. Knowledge of customer service principles and support tools, fostering positive user experiences.
Diligent [Desired Position] with background in providing exceptional support and resolving technical issues. Demonstrated ability to streamline processes, enhancing user satisfaction and operational efficiency. Proven skills in troubleshooting and customer service, ensuring seamless user experiences.
Overview
28
28
years of professional experience
Work History
Volunteer Support Specialist
Girl Scouts of the Green and White Mountains
09.2017 - 09.2025
- Provided exceptional customer support to members and volunteers, ensuring satisfaction and retention.
- Implemented new support systems that streamlined processes and improved response times for inquiries.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Contributed to development of customer feedback system to better understand user needs and expectations.
- Improved customer retention with empathetic and efficient handling of support cases.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Resolved customer inquiries effectively, enhancing satisfaction and loyalty.
- Collaborated with team members to streamline communication processes.
- Managed escalated issues, ensuring timely resolutions and follow-ups.
- Implemented process improvements that increased operational efficiency.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Marketing Manager, Product Launch & Communications
Avaya, Inc
01.2001 - 12.2002
- Developed and executed comprehensive marketing strategies to enhance brand visibility.
- Managed multi-channel marketing campaigns, optimizing for engagement and conversion rates.
- Analyzed market trends and consumer data to inform strategic decision-making and positioning.
- Collaborated with cross-functional teams to ensure alignment on marketing objectives and deliverables.
- Established performance metrics to evaluate campaign success and drive continuous improvement efforts.
- Fostered relationships with key stakeholders, enhancing collaboration and maximizing outreach impact.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Collaborated with cross-functional teams to ensure consistent branding across all company touchpoints and communications channels.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Optimized website content for improved search engine rankings and increased web traffic.
- Negotiated partnerships with key influencers, maximizing brand exposure in target markets.
- Established brand guidelines to ensure consistency across all marketing materials and communications.
- Implemented data-driven marketing strategies, utilizing analytics tools to track campaign success and refine tactics as needed.
- Led cross-functional teams for product launch events, significantly enhancing market penetration.
- Increased customer engagement with creative content strategies, tailoring messages to target demographic preferences.
- Streamlined internal communication processes, ensuring alignment between marketing objectives and organizational goals.
- Devised content strategy to effectively engage target audiences.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Coordinated with design and media teams to develop high-quality creative assets.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Continually maintained and improved company's reputation and positive image in markets served.
- Improved website visibility through development and implementation of SEO strategies.
- Wrote and distributed press releases to increase brand visibility.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
Channel Marketing and Inside Sales Manager
Alta Vista Copany
01.1999 - 12.2000
- Developed and implemented sales strategies to drive revenue growth.
- Led a team of sales representatives, fostering collaboration and performance improvement.
- Analyzed market trends to identify new opportunities and refine sales techniques.
- Established and maintained relationships with key clients, enhancing customer satisfaction.
- Developed integrated marketing campaigns to enhance channel partner engagement and drive revenue growth.
- Managed cross-functional teams to execute promotional initiatives, ensuring alignment with brand objectives and messaging.
- Analyzed market trends and competitor strategies to inform channel strategy adjustments and optimize positioning.
- Devised creative co-marketing campaigns in partnership with strategic allies, fostering mutually beneficial growth opportunities.
- Enhanced brand visibility within the channel by creating targeted marketing materials and promotions.
- Streamlined communication with channel partners, leading to stronger relationships and increased sales.
- Increased channel partner satisfaction by developing and executing tailored marketing strategies.
- Fostered a culture of continuous improvement by implementing best practices across all aspects of channel marketing management processes.
- Spearheaded successful product launches within the channel, driving awareness and generating interest among potential customers.
- Collaborated closely with sales teams to ensure consistent messaging and alignment of marketing initiatives.
- Ensured successful product and feature adoption among channel partners through customized training sessions, webinars, and hands-on workshops.
- Liaised with product marketing and sales teams to support strategic planning, testing, and execution of initiatives for e-commerce websites.
- Leveraged customer database to nurture and grow current sales and identify new business opportunities.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Continually maintained and improved company's reputation and positive image in markets served.
- Analyzed market trends and customer needs to refine sales strategies and boost customer engagement.
Product Marketing Manager
Compaq Computer Corporation (contract Positions)
01.1998 - 12.1999
- Developed and executed product marketing strategies to enhance brand visibility and market presence.
- Collaborated with cross-functional teams to align product positioning with market trends and customer needs.
- Managed product launches, ensuring timely execution of promotional activities and sales training.
- Analyzed market data to identify growth opportunities and inform strategic decision-making processes.
- Created compelling marketing collateral, including presentations, brochures, and digital content for target audiences.
- Increased product awareness by developing and executing targeted marketing campaigns.
- Developed product and solution positioning, messaging by prospective buyer role and methods to overcome competitive objections.
- Supported sales efforts with timely collateral development, ensuring that they always had up-to-date information about product offerings.
- Developed strategy and managed market communications that drove product demand.
- Liaised with product designers on defining product features and managing tradeoffs involving features, schedule, and lifecycle.
- Collaborated with marketing department to define positioning and messaging and plan market launch, public relations and lead generation campaigns.
- Conducted market research to identify customer needs and competitive landscape.
- Developed and executed go-to-market strategies for new product launches.
Education
MBA - International Business
University of San Diego
San Diego, CABachelor of Science - Business Administration
Skidmore College
Saratoga Springs, NYHigh School Diploma -
Andover High School
AndoverSkills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Recordkeeping skills
- Client communication
- Relationship building
- Documentation and reporting
- Highly professional
- Friendly and patient
- Attention to detail
- Collaborative team player
- Customer communication and empathy
- Interpersonal skills
Timeline
Volunteer Support Specialist
Girl Scouts of the Green and White Mountains
09.2017 - 09.2025
Marketing Manager, Product Launch & Communications
Avaya, Inc
01.2001 - 12.2002
Channel Marketing and Inside Sales Manager
Alta Vista Copany
01.1999 - 12.2000
Product Marketing Manager
Compaq Computer Corporation (contract Positions)
01.1998 - 12.1999
MBA - International Business
University of San Diego
Bachelor of Science - Business Administration
Skidmore College
High School Diploma -
Andover High School