Stephanie Hallock
Powell,OH
Summary
Results-driven professional with experience driving operational excellence, process improvement, and team development. Proven track record of managing cross-functional teams and developing successful strategies to drive growth, increase revenue, and reduce costs. Adept at leading budgeting, forecasting, and planning activities.
Overview
16
16
years of professional experience
Work History
Senior Manager of Customer Experience
AKJ Education
11.2023 - 01.2024
- Managed B2B Customers to ensure a top notch experience
- Managed Customer Service for Direct to School sales
- Created training and documenting processes for B2B and D2S in SAP and Korber
- Led cross-functional teams in design and implementation of new systems and procedures
- Developed and implemented strategic plans and initiatives
Senior Sales Manager
Junior Library Guild
Plain City, OH
10.2021 - 10.2023
- Coaching and personalized training for sales reps and managers
- Maintaining CRM views, dashboards, and lists in Microsoft Dynamics for the Sales team
- Produced and maintained sales training in SharePoint site, training documentation, and Lessonly
- Managed our sister magazines' order requests
- Collaborated with the marketing team to create effective campaigns to drive lead generation
- Provided ongoing training and mentoring to junior sales staff on best practices in the industry
- Increased customer retention and renewal growth by revitalizing existing business in the segment
- Obtained a 85%+ retention rate monthly/yearly
- Developed and pursued a pipeline of new business opportunities, expanding partnerships and presence in school districts and public libraries
- Managed customer accounts and customer relationships
Sales Manager
Junior Library Guild
Plain City, OH
01.2018 - 09.2021
- Planned and executed Sales & Customer Service Training for reps
- Produced and deployed Marketing emails for renewals and customer success journey to ensure a great customer experience
- Provided coaching and feedback to staff on an ongoing basis in order to improve job performance
- Held daily check-ins with team members to set objectives and monitor progress
- Implemented customer loyalty programs to increase customer retention
- Increased customer retention and renewal growth by revitalizing existing business in the segment
Customer Care Manager
Junior Library Guild
Plain City, OH
01.2017 - 12.2017
- Accountable for a team of; Customer Service, Customer Care, Processing, and Renewal Retention for over 22,000 customers
- Oversee Retention Team that is tasked with late stage renewals to keep the company renewal rates at 85%+ monthly/yearly
- Cross-team collaboration and training with Operations, Sales, Finance, and Marketing to maintain customer relations and grow our business
- Worked with Marketing on customer care experience emails regarding account notifications, updates, upselling, retention, grants, and bid leads
- Retained a Net Promoter score of 65+, making sure each customer is responded to and nurtured throughout their order
Senior Customer Care Specialist
Junior Library Guild
Plain City, OH
07.2013 - 12.2016
- Responsible for annual renewal sales, business growth, and client retention for 20 sales representatives
- Achieved 85%+ retention goal for personal bonus and company goal
- Selling additional services for our sister companies; Horn Book, Library Journal, and School Library Journal
- Identified opportunities for process improvements that lead to increased customer satisfaction levels
- Analyzed complex customer issues and developed innovative solutions to ensure customer satisfaction
Account Representative
Junior Library Guild
Plain City, OH
05.2008 - 07.2013
- Sold primary subscription to Junior Library Guild, and additional subscriptions from our sister companies; Horn Book, School Library Journal, and Library Journal
- Served as primary point of contact for over 3400 assigned clients, to resolve issues or complaints and provide updates on new products or services
- Maintained detailed records of all transactions within assigned accounts
- Developed and built multifunctional customer partnerships, identifying key decision-makers and establishing long-term relationships
- Used knowledge of company products and services to recommend solutions to customers
Education
Bachelors of Arts - English Literature
Ohio University
Athens, OH06.2005
Skills
- Lead Generation
- Relationship Building
- Revenue Forecasting
- Onboarding and Orientation
- Performance Evaluations
- Staff Development
- Staff Training
- Negotiation
- MS Office
- Business Development
- Customer Service
- Team building
- Performance Tracking and Evaluation
- Business Analysis and Reporting
- Customer Relationship Management
Awards
- Certificate of Achievement for $15,000,000 in Sales, 01/01/20
- Diamond Club, 01/01/18
- Chief Contributor, 01/01/19
- Chief Contributor, 01/01/17
- JLG Sales Employee of the month, 06/01/16
- JLG Sales Employee of the month, 07/01/16
Timeline
Senior Manager of Customer Experience
AKJ Education
11.2023 - 01.2024
Senior Sales Manager
Junior Library Guild
10.2021 - 10.2023
Sales Manager
Junior Library Guild
01.2018 - 09.2021
Customer Care Manager
Junior Library Guild
01.2017 - 12.2017
Senior Customer Care Specialist
Junior Library Guild
07.2013 - 12.2016
Account Representative
Junior Library Guild
05.2008 - 07.2013
Bachelors of Arts - English Literature
Ohio University