Rachel Martin-Fennell
South Daytona,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Member Services Representative
Florida Health Care Plans
2023.03 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs. Enhanced productivity levels by anticipating needs.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization's reputation and the member's PHI.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Sales and Marketing Channel Specialist
Gannett Media Corporation
2020.01 - 2022.12
- Managed sales channel efforts and vendors remotely for 100+ publications nationwide, by overseeing operations for Telemarketing, Kiosk, Direct Mail and Shared Mailer channels.
- Monitored $9M+ in company budgets by comparing campaign results to financial forecasts.
- Analyzed sales and marketing data for improved strategies.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Leveraged direct marketing and industry partnerships to maximize marketing strategy success.
- Devised integrated plans to build brand awareness, sales pipelines and customer acquisition plans.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Implemented, executed and strategically expanded business channel partnerships and program initiatives.
- Gained strong leadership skills by managing projects from start to finish
- Learned and adapted quickly to new technology and software applications
- Applied effective time management techniques to meet tight deadlines
Kiosk Channel Manager
Gannett DBA: Gatehouse Media Corporation
2018.03 - 2020.01
- Managed Kiosk Sales Operations, utilizing independent vendors, remotely, for 15 top tier newspaper publications nationwide
- Cultivated and developed strategic partnerships to build assigned territory.
- Adopted and optimized tool usage among marketing teams to deliver business results.
- Coordinated sales activities with partners and resellers to identify and close new business.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Prepared and implemented strategic growth plans for territory based on company goals and expectations.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Circulation Sales and Marketing Manager
Gannett DBA: Gatehouse Media
2010.04 - 2018.03
- Managed in-house and outsourced kiosk and telemarketing, as well as facilitated direct mail, Single Copy/total market coverage insert flyers, email, and other web-based marketing for The Daytona Beach News-Journal publication.
- Assisted Circulation Director with managing operations including Budget, expense/revenue forecasting, corporate metrics reporting, implementing customer service and subscriber retention policies, and contract negotiations for overall Circulation department.
- Analyzed sales and marketing data for improved strategies.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Implemented, executed and strategically expanded business channel partnerships and program initiatives.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Internal project manager for conversion of Circulation database from MsDOS based to cloud based software.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Resolved all vendor and account problems efficiently while exceeding sales quotas.
Kiosk Manager
Gannett DBA: News-Journal Corporation
2005.01 - 2010.04
- Established in-house kiosk program that grew from 5 contracted sales reps to 3 employees overseeing 25 contracted sales reps over 3 territories. Increased sales by 100%+ in first year.
- Facilitated implementation of DialPay software for POS payments, which resulted in increased retention rates by 50%.
- Designed programs to build relationships with store management on local and regional levels for kiosk placement.
- Implemented program for kiosk participation in most area events, festivals, and sporting events. Developed program to work with 501c3 organizations to gain entry into larger chain stores.
- Communicated product details and demonstrated benefits to connect with customers and complete sales.
- Led and motivated sales team to meet and exceed sales goals.
- Prepared yearly and quarterly budgets as well as effective strategies to consistently meet financial targets.
- Collected and analyzed KPI information to track trends and make proactive changes to business operations plans.
- Selected and managed vendors while overseeing cost of ownership.
- Drafted invoices for completed work.
Call Center Supervisor
Gannett DBA: News-Journal Corporation
2001.01 - 2005.01
- Member of supervisory team that oversaw day to day operations for 30 person Customer Service and Telemarketing Call Room, including scheduling, campaign management, reporting, and new agent training, for single publication.
- Trained and became power user on IQUBE data mining and analytics software.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals. Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Telemarketing Supervisor
Gannett DBA: News-Journal Corporation
1998.01 - 2001.01
- Member of supervisory team who oversaw day to day operations for a 15 person phone room that handled outbound sales and retention calling, including managing campaigns, scheduling, reporting, and training for telemarketing reps for single publication.
- Developed training manual and new rep training program.
- Developed and implemented targeted marketing campaign program with advertising department using Claritas consumer data.
- Key project team member in conversion of Teledirect predictive dialer system to Noble Systems software that allowed for combination of Customer Service and Telemarketing into blended Call Center Environment.
Telemarketing Sales Representative
Gannett DBA: News-Journal Corporation
1997.05 - 1998.01
- Completed daily cold calling and outreach to build sales pipeline.
- Developed extensive knowledge of products and services to better assist customers
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Recorded contact information of customers and potential customers in internal database (Atex Media Command).
- Overcame objections using friendly, persuasive strategies.
- Achieved "Top Salesman" status by margin of 15%
Education
High School Diploma -
Spruce Creek High School
Port Orange, FL 06.1995
Skills
- Multi-task Operations Management
- Budgeting and expense control
- Reports Generation and Analysis
- Partnering and Relationships
- Customer Service and dispute management
- Technical Instruction
- Effective Project Management
- Team Member Development
- Inbound Call Management
- Computer proficient, including Microsoft Office Suite
Affiliations
Member SCMA (Southern Circulation Managers Association) 2010 -2016
Certification
- Medical Terminology, Florida Health Care Plans - March 2023
Timeline
Member Services Representative
Florida Health Care Plans
2023.03 - Current
Sales and Marketing Channel Specialist
Gannett Media Corporation
2020.01 - 2022.12
Kiosk Channel Manager
Gannett DBA: Gatehouse Media Corporation
2018.03 - 2020.01
Circulation Sales and Marketing Manager
Gannett DBA: Gatehouse Media
2010.04 - 2018.03
Kiosk Manager
Gannett DBA: News-Journal Corporation
2005.01 - 2010.04
Call Center Supervisor
Gannett DBA: News-Journal Corporation
2001.01 - 2005.01
Telemarketing Supervisor
Gannett DBA: News-Journal Corporation
1998.01 - 2001.01
Telemarketing Sales Representative
Gannett DBA: News-Journal Corporation
1997.05 - 1998.01
High School Diploma -
Spruce Creek High School
- Medical Terminology, Florida Health Care Plans - March 2023
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