Donna Akinola

Customer Support and Relationship Management:

• Provide dedicated support to the sales department, promptly addressing and resolving customer inquiries via phone, email, and in-person meetings.
• Build and maintain strong relationships with clients and customers, ensuring high satisfaction levels and fostering repeat business.
• Utilize CRM (Customer Relationship Management) software proficiently to manage customer interactions, track issues, and identify sales opportunities.

Technical Support Coordination:

• Collaborate closely with the sales team and technicians to resolve technical queries and ensure seamless customer experiences.
• Facilitate communication between customers and technical teams, ensuring timely resolution of technical issues and customer concerns.

Sales and Business Development:

• Identify new sales opportunities and effectively communicate them to the sales team, contributing to increased revenue and market growth.
• Support cross-selling initiatives by identifying complementary products and services that meet customer needs.

Administrative Support:

• Handle administrative tasks as required, including data entry, preparing quotes, and maintaining confidentiality of sensitive information.
• Demonstrate attention to detail and organizational skills in managing documentation and correspondence.

Key Skills and Attributes:

• Demonstrate strong communication and interpersonal skills, fostering positive relationships with customers and colleagues.
• Proficient in CRM systems to manage customer interactions and sales pipeline effectively.
• Experience in customer service and sales environments, with a proven track record of delivering high-quality service and achieving sales targets.
• Detail-oriented and organized, capable of managing multiple tasks and priorities in a fast-paced environment.
• Strategic thinker and problem solver, adept at anticipating customer needs and proposing effective solutions.
• Self-motivated and flexible, adapting quickly to changing priorities and business requirements.

• Worked closely with the Supply Chain Manager, Account Managers and Business Development Managers to provide administrative support as needed

• Created and sent Purchase Orders from certain suppliers

• Managed electronic communication channels with external parties to ensure optimal operational flows to and from supplier

• Reviewed forecasts and customer orders and work with Supply Chain Manager to determine appropriate buy quantities to meet demand.

• Created/maintained files and related processes/procedure documents for inbound shipments and audit trail purposes.

• Generated freight quotes from various freight companies

• Kept track of freight costs

• Various administrative duties such as reception, customer service, and order/date entry • Follow-up with vendors to ensure purchase orders have correct price, freight charge, and delivery date • Key player for end of year inventory valuation

• Input new customer prices into the system

• Managed two large accounts simultaneously working directly with the Creative Director, Copywriter and IT departments to create marketing and advertising materials for the agency and clients • Purchasing and negotiating for advertising spaces in print, online and different venues including sport arenas, trade shows, etc., decreasing budget and saving company.

• Successfully onboarded new client accounts.

• Conceptualized, marketed and managed artwork projects and advertising, increasing client retention and satisfaction.

• Worked with CEO, Copywriters, Creative Directors and IT department to develop and launch new products and drive product acceptance and sales as well as organized reports and presentations.

• Coordinated project timelines, submission deadlines and artwork approvals while consistently meeting project schedules and deadlines.

• Coordination and execution of general/miscellaneous requests in the daily running of accounts • Coordinated on-site and off-site meetings with clients and provided meeting reports and minutes

• Increased print and online brand presence and recognition by assisting in successful monthly marketing and advertising campaigns.

• Created and executed print advertising and marketing for 9+ accounts including Starbucks, Pizza Hut and Home Hardware, and other fortune 500 companies.

• Operated multi system platforms successfully to review and research key data to increase brand recognition nationally.

• Tracked and trend budget plans for the company, providing notable information on ways to decrease budget and cut spending.

• Tracked results using Google Analytics and Yellow Pages analytics

• Create detailed orders for directional print, mobile and online advertising orders using Citrix application communication.

• Transitioned 50+ clients from print Yellow Pages to digital Yellow Pages

• Increased customer satisfaction by negotiating with publishers on budget, with an overall decrease of 15% on average for clients.

• Respond to 100+ customer inquiries relating to billing, contract renewals, and account changes via email, fax and phone weekly.

• Worked closely with management to maintain customer data and streamline administrative processes to ensure customer satisfaction.

• Successfully de-escalated irate client cases and maintained a customer satisfaction rate of 95% or higher.

• Responded to 60+ escalated inbound calls providing customer service in Retention department while consistently exceeding monthly customer retention rates

• Worked closely with management to maintain employee database, provide training and quality control • Provided office support to customer service reps, providing coaching, leading weekly team meetings and worked with loyalty and accounts receivable departments.

• Demonstrated strategic relationship/partnership building skills by listening attentively, determining creative solutions and using tact and diplomacy to find common ground and achieve win-win outcomes