Micheline Welch

Work with independent companies and non-profit organizations in the areas of social media marketing and content management, design work, program design, special promotions; streamlining the customer experience; development of brand standards; content creation, curation, and management for social media outlets; development of programs including service pipeline from contact/lead generation through to post-sales experience and post-sale marketing; identify new markets and create new programs around the product and in response to trends; identify software solutions to provide support to the operation including CRM, event registration, fundraising outlets, and web site redesigns; negotiating third-party vendor contracts.

Assisted historic 45-year old environmental &urban agriculture non-profit to review their back-of-house operations including client billing, collections, social media marketing, web site management, communications, streamlining accounting procedures, payroll, and communications with relevant city, county, and state offices.

Redesigned and created content for two updated web sites for the company.

https://theresourcecenterchicago.org/

https://cityfarmchicago.org/

PostureFit is a small, niche market operation in the area of medical devices, health & fitness, and posture. Worked with the founder and CEO to develop sales strategy, marketing opportunities, messaging, and market identification including social media, brand strategy and audience development; identifying new sales markets and outlets, program development, and back-of-house business operations including accounting, contract negotiation, and public relations.

Work with small to medium-sized independent companies and non-profit organizations to help them with a variety of business needs including, but not limited to: social media marketing, content development and management, including design work, program design, and special promotions; management of third-party customer review sites, streamlining customer experience across all outlets; development of brand standards for print, web, and social media marketing, content creation, curation, and management; development of programs including service pipeline from contact/lead generation through to post-sales experience and post-sale marketing; identify new markets and create new programs around the product and in response to trends.

Oversee day-to-day operations of 2 contact centers processing 170,000 inbound calls and over 30,000 e-mail/fax/other written communications annually serving over 40,000 owners plus external customers; led a multi-level team of over 100 team members; developed Standard Operating Procedures (SOPs), training manuals & materials including systems training, rate strategy & inventory management; developed additional products designed to drive recurring, ancillary revenue; managed distribution via third-party channels, including our own online website; developed reporting packages including contact center key performance indicators (KPIs) & thresholds; insuring proper staff and management training; led revenue forecasting and annual budgeting (including G&A/staffing); worked with third-party vendor & internal database development team on a custom system to manage unique products and customer needs, including translation to a web-based, customer portal; developed RFPs for a new contact center software, including visiting other contact centers offsite and project management for the implementation and deployment of the selected software.

Client liaison for the layout, design, and printing of various marketing materials including print advertisements, custom brochures, wholesale and retail catalogs; negotiated terms of payment, cost for project, retainers, and other financial and contractual details; assisted clients in the creative concept development for their print advertisements and collateral.

Developed relationships with vendors and contractors providing building or maintenance services for home owners; sold space in the showcase center; updated and submitted listings to real estate publications such as Homes & Land, assisted custom home builders with the creative development of collateral pieces.

Oversaw daily operations of two call centers that processed 3,000 to 10,000 calls per month; managed 15 employees including interviewing, hiring, training, developmental planning, coaching, evaluating, reprimanding, rewarding, and terminations; participated in yield management meetings to determine rates and reported on the performance of various promotions and ads; reported call center activity, “call conversion” ratios, KPIs, including calculating incentives for staff; solicited rental units from Owners during key peak weeks where rental inventory was limited; administered rental contracts, verified Owner rental revenue and checks; insured good communication and relationship with Westin Reservations which served as our outsourced, back-up call center.

Trained sales staff on various sales & customer service techniques; communicated different promotions and selling to customers; negotiated & drafted all wholesale contracts; attended wholesale trade shows to secure new business; reported monthly, quarterly, and annual business by market, region, and country for domestic and international segments; trained sales staff on new products as they were introduced; administered individual rental contracts, verified Owner rental revenue and checks; assisted foreign Owners with information related to the mandatory, withholding on rental revenues earned; assisted in the development of custom software.