Ralpheal Hill
Chicago,IL
Summary
I have excelled as a trusted liaison between customers and clients, leveraging my expertise to cultivate strong relationships and drive mutual success. I have the ability to navigate complex challenges and implement effective strategies that deliver tangible outcomes, ultimately enhancing customers satisfaction and driving business growth.
Overview
12
12
years of professional experience
Work History
Client Implementation Manager
PHMG
Chicago, IL
06.2023 - 01.2024
- Engaged clients across diverse marketing services, securing $94,676 in additional revenue and a net retention rate of 97.39% 2nd among the department. Serving as the liaison between clients and our copywriters, voiceover team, music team, video team and analytics team
- Provided prompt and clear communication at every stage of the project, keeping clients informed on project progress, and any potential challenges
- Retained 90% of clients by nurturing positive relationships, leading to leveraging opportunities to introduce new audio branding products that added value to their businesses
- Successfully managed 300+ accounts, overseeing $3.3 Million in annual revenue, demonstrating a profound understanding of client needs and aligning our advertising services to enhance marketing campaigns, ROI and overall value
Affiliate Marketing Manager
SMS Assist
Chicago, IL
09.2021 - 02.2023
- Identify sourcing needs and work with the sourcing team to onboard high potential prospective affiliates to satisfy market needs
- Own and manage the dispatch plan including plan effectiveness, opportunities for affiliate improvement, distribution of work across the region balanced with overall affiliate capacity
- Communicate the status of the affiliate network market performance by trades to client account teams and regional customer leadership
- Monitor overall region health and provide analytical support for the department and leadership; creatively develop vendor coverage solutions and forecast potential impact to operations
Operations Manager
SMS Assist
02.2018 - 08.2021
- Oversee the daily operations of close to 10K homes in Tampa FL, for multiple clients and, consistently drive team KPI metrics in order to reach and surpass department benchmarks
- Analyze data from proprietary software to adequately allocate resources to meet daily workflow demands
- Monitor operational performance of team members to identify the root causes of program deficiencies and use these findings to develop qualitative reports and create coaching tools and initiatives
- Oversee routine and escalated customer requests by maintaining continuous effective communication, leading meetings, and providing reports to cross-functional teams
Operations Specialist
SMS Assist
08.2015 - 02.2018
- Maintain open communication with vendors in a manner that adheres to all contracts and agreed upon scope of work throughout the duration of the relationship
- Manage the scheduling and completion of all services assigned, handle customer calls and emails request for services
- Contribute to projects and continuous improvement initiatives, as requested by operations management
- Contribute initiatives and programs to improve current processes and procedures, creating effective long-term goals that reduced customers escalations and strengthened client relationships
Account Representative
Markoff Law LLC
04.2012 - 09.2014
- Mastered the Fair Debt Collection Practices Act as well as all bankruptcy laws
- Managed highly confidential documentation related to litigation activities for debt collections for both city and state cases
- Established communication with borrowers, as necessary, to assist in resolving issues of a non-routine nature
- Assisted counsel in preparing answers, providing documentation, and information for discovery request
Education
Bachelor of Arts: Mass Communications - Mass Communication
Governor State University
05.2015
Skills
- Relationship Management
- Team Collaboration
- Salesforce
- Leadership
- Organized Project Manager
- Risk analysis and management
- Account Management
- Microsoft Office
Timeline
Client Implementation Manager
PHMG
06.2023 - 01.2024
Affiliate Marketing Manager
SMS Assist
09.2021 - 02.2023
Operations Manager
SMS Assist
02.2018 - 08.2021
Operations Specialist
SMS Assist
08.2015 - 02.2018
Account Representative
Markoff Law LLC
04.2012 - 09.2014
Bachelor of Arts: Mass Communications - Mass Communication
Governor State University
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