Lonna Murphy
Grand Haven,MI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
Work History
Client Experience Manager
Gannett
03.2022 - Current
- Create and deliver monthly performance for digital campaigns.
- Onboard new clients through established sales.
- Optimize PPC campaigns, evaluating campaign performance.
- Serve as primary digital marketing execution lead for our clients.
Client Success Manager, Pilot Team
Gannett
03.2019 - 03.2022
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Partnered with Account Executives, managing entire book of business.
- Created customer support strategies to increase customer retention.
Client Success Manager, Print Top 500
Gannett
07.2018 - 03.2019
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Responsible for scheduling ads, building and placing camera ready creative and meeting publication deadlines.
- Worked directly with Account Executives assigned to Gannett's Top 500 accounts.
Classified Advertising Account Manger
Gannett
07.2013 - 07.2018
- Worked directly with Account Executives, offering post sales support.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Advertising Sales Rep, Front Counter
Gannett
09.2002 - 07.2013
- Client facing, helping advertisers place classified ad, obituaries, subscription payments and inquires.
Classified Customer Service / Obituaries
Gannett
04.2001 - 09.2002
- Provided primary customer support to internal and external customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Displayed sensitivity and understanding assisting mortuaries and private parties placing obituaries.
Classified Sales Center
Gannett
01.2000 - 04.2001
- Answered constant flow of in-bound customer calls with minimal wait times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met or exceeded sales goals monthly.
Education
High School Diploma -
Peoria High School
Peoria, AZ05.1989
Skills
- Critical Thinker
- Organized
- Self-starter
- Adept
- ROI Understanding
Timeline
Client Experience Manager
Gannett
03.2022 - Current
Client Success Manager, Pilot Team
Gannett
03.2019 - 03.2022
Client Success Manager, Print Top 500
Gannett
07.2018 - 03.2019
Classified Advertising Account Manger
Gannett
07.2013 - 07.2018
Advertising Sales Rep, Front Counter
Gannett
09.2002 - 07.2013
Classified Customer Service / Obituaries
Gannett
04.2001 - 09.2002
Classified Sales Center
Gannett
01.2000 - 04.2001
High School Diploma -
Peoria High School
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