Molly Garner

• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
• Managed accounts to retain existing relationships and grow share of business.
• Created new lead generation for company. I used Salesforce CRM to generate leads for business through digital e-mail marketing campaign.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.

• Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
• Optimized email campaigns to increase open and click-through rates.
• Developed creative presentations, trend reports, kitted assets, and product data sheets.
• Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
• Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
• Devised content strategy to effectively engage target audiences.
• Conducted market research to identify new opportunities and target markets.

• Streamlined daily reporting information entry for efficient record keeping purposes.
• Gathered, evaluated and summarized account data in detailed financial reports.
• Maintained excellent financial standings by working closely with bookkeeper to process business transactions.
• Created detailed expense reports to facilitate reimbursement for business expenses incurred.
• Maintained account accuracy by reviewing and reconciling checks monthly.
• Supported management by processing invoices and documents with consistent on-time delivery.
• Managed and responded to correspondence and inquiries from customers and vendors.
• Implemented new accounting processes to decrease spending and work flow downtime.
• Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
• Tracked financial progress by creating quarterly and yearly balance sheets.
• Handled day-to-day accounting processes to drive financial accuracy.

• Wrote training manuals for onboarding new hire customer service representatives. Worked with my team to screen, interview, onboard, train and produce high-achieving customer service representatives. We had 4 classes per year, 30 new hires per class.
• Established and maintained quality control standards.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions. I presented this information to my new hires on their weekly 1on1 meetings.
• Acted as a team leader in group projects, delegating tasks and providing feedback.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Managed over 100 telephone calls daily; promptly avoiding on-hold wait times and meet scorecard expectations.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Updated account information to maintain customer records.
• Provided primary customer support to internal and external customers.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Educated customers about billing, payment processing and support policies and procedures.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Exhibited high energy and professionalism when dealing with clients and staff.