Jobhuk | Laura Ingles ;

Laura Ingles

Austin, Texas Area Active since: July, 2014

Summary

Thank you for taking the time to view my profile.

A customer service and sales manager with 6+ years of experience in high-volume technical and customer support contact centers. My duties have ranged from customer-facing technical support, to team, site management, recruiting, program/project management, sales operations
and enterprise business development.

Core Competencies:

♦Leadership
♦Call Center Management (EA, Nexxlinx, Contact Works, and Profit Fuel)
♦Performance Management (EA, Nexxlinx, Contact Works, and Profit Fuel)
♦Opening New Offices, Office Culture Building (EA, Nexxlinx)
♦Charismatic Team Manager (EA, Contact Works and Profit Fuel)
♦Recruiting (Contract and Corporate: JobVite, Greenhouse and ProWand (EA, and Nexxlinx)
♦Project Management (EA, Nexxlinx, Monitor Group and Less Networks)
♦Program Management (Nexxlinx)
♦KPI driven performance (EA and Nexxlinx)
♦Sales (Marin, Monitor Group, Profit Fuel, Contact Works and Less Networks)
♦Sales Mentoring & Coaching (Marin, Monitor Group, Profit Fuel, Contact Works and Less Networks)
♦Start-ups
♦Client management expert, liason (Nexxlinx, Monitor Group, Profit Fuel, Contact Works and Less Networks)
♦ Operations efficiency specialist, implementing best practices and policies
♦Online Advertising (Marin, Monitor Group, Profit Fuel)
♦SEO (Marin, Stray, Monitor Group, Profit Fuel)
♦Paid Search / Bid Management (Marin, Monitor Group, Profit Fuel)
♦Salesforce
♦Strategy
♦Lead Generation
♦Game Launches (EA)
♦Onboarding

Please follow me on Twitter!

https://twitter.com/thedigital_diva

Experience

  • Nov 2013  -  Present

    Enterprise Business Development Executive: South Central and NYC

    Introducing Marin Software, the leading Revenue Acquisition Management (RAM) platform to advertisers and agencies advertising on Google, Bing/Yahoo, and Facebook, in order to save them time and increase financial lift. Marin offers the complete online advertising management platform, incorporating the workflow, analytics, and optimization tools necessary to enable marketers to save time, make better decisions, and improve financial results on their PPC campaigns. Marin directly addresses a number of challenges by allowing marketers to: ♦Better manage complexity by becoming more efficient in responding to shifting market and technology trends ♦Gain visibility and control across programs to make better decisions about where and how to allocate advertising spend ♦Optimize for revenue outcomes through predictive bidding tools and intelligent recommendations ♦Our customers, including many of the world’s largest interactive agencies and advertisers, rely on Marin Software’s platform to manage more than $4.7 billion of annual advertising spend. Leading advertisers using Marin include University of Phoenix, Macy’s, Razorfish, Neo@Ogilvy, PriceGrabber, Symantec, Hotels.com and Salesforce.com. Contact me if you're interested in our platform! E: lingles@marinsoftware.com P: 512-287-7466 www.marinsoftware.com

  • Oct 2011  -  Aug 2013

    EA Area Manager- WWCE

    ♦ As an Area Manager, I am responsible for implementing the customer experience in new and exciting ways by effectively working with our internal product managers and studio teams on issues impacting our contact center. ♦Develop, deliver, and manage 4 Team Managers on site and their 60+ remote direct reports: capturing, building, analyzing metrics, and providing a strategy to correct or maintain existing performance ♦ I also partnered with a variety of teams on challenges related to business requirements, pre-launch preparations, post launch top issues, technology updates, fraud issues, training requirements, quality, recruiting and reporting. ♦ Had the highest conversion rate of all Area Managers from TFE to FTE's. Also had the lowest voluntary attrition rate. ♦ Consistently was at a 90% CSAT, or higher ♦Acted as project manager for Live Ops, Captive Budget/Finanace, Taining and Quality Teams for WWCE'S Area Management Team ♦Helped build EA's first global internal contact center from the ground up with an annual budget of 45 million in spend. ♦Interviewed and hired over 100 employees and was also known for hiring top talent. - Scheduled interviews and phone screens - Maintained Applicant Tracking System through Pro to ensure timely and accurate data, workflow status, etc. - Assisted in creation of job descriptions / job postingsdirectly to help out with their first internal contact center) - Assisted as project manager in the coordination of other recruiting activities as needed - Sourced qualified candidates for open positions ♦Traveled internationally to help assist with Fifa launch in Galway, Ireland Launches I assisted with: ♦Mass Effect 3 ♦SimCity ♦Need for Speed ♦Need for Speed World (P4Free) ♦Battlefield 3 ♦Fifa (traveled to Ireland to assist with launch) ♦NCAA ♦Medal Of Honor Warfighter ♦Madden 12 &13 ♦Tiger Woods 12 &13 ♦Simpsons (Tapped out) ♦Dead Space ♦Dragon Age ♦Star Wars

  • Feb 1999  -  Jan 2012

    ♫Jazz, Blues, Pop, Classical and Voice-Overs.

    I sing songs that make you smile. :)

  • Jan 2010  -  Oct 2011

    Program Manager of Client Services/Operations

    ♦Conducted meetings to introduce new products, answer customer service questions and resolve issues related to functions such as billing. Interacted with various departments, providing input that is used to create sales proposals and improve products streamline business operations. ♦ Partnered to obtain the agreed upon KPI's for ASA on phone and chat, AHT, Customer Satisfaction, and Resolution. ♦ Worked with internal and external quality teams, analytics, process, operations and technology teams to help maintain and drive operational improvements and efficiencies ♦Scope of work included: Managing all business aspects with 100% accountability for all account sites and profitability; Data analysis; Action plan development and implementation; Lead management; New Business ♦Site implementation including training; Point of contact for multiple client channels (Time Warner, Riot Games, NcSoft, DHL and EA).; Responsible for various client relationships; Right sized roles to meet client expectations and business needs; Reviewed RFP’s and SOW’s. ♦Interviewed and recruited for customer support and team management positions

  • Jan 2008  -  Dec 2009

    US Business Development & Product Consultant

    Duties included cold-calling, data-entry, market research, account management and building a strong customer base.

  • Jan 2004  -  Jan 2008

    Professional Actor & Extra

    Extra in the following movie and TV Show ♦Stop Loss ♦Friday Night Lights

  • Apr 2006  -  Dec 2007

    Product Specialist/Sales Manager

    ♦Promoted to Product Specialist after being consistently ranked top sales representative. Responsibilities include managing and training thirty sales representatives, as well as managing and closing sales accounts. ♦Promoted to Senior Account Manager due to exceptional sales performance and customer care. Duties included closing sales accounts and building a customer base. ♦Hired on as a Sales Representative. Sold online advertising, SEO and PPC, to various verticals, including real estate and mortgage brokerages. Duties included cold-calling, account management, updating customer pipelines and market research. Exceeded goals every week I was there. Was awarded a Quality award 2 months in a row and was asked to work with our Quality team on best practices. ♦Consistently met 100% or more of quota targets

  • Feb 2005  -  Apr 2006

    Account Executive

    Fulfillment services- B-to-B sales of WiFi and internet marketing solutions for software designer and service provider, LessNetworks. ♦Consistently met 100% or more of quota targets ♦Managed sales pipeline from prospecting, through qualification, to close ♦Recognized importance of customer-centric selling

  • Jan 2003  -  Apr 2006

    Business Development/Product Consultant/ Account Manager

  • Jan 1997  -  Feb 2003

    Vocals

  • Jan 2002  -  Jan 2003

    Teacher

Education

  • Jan 2004 - Jan 2006

    Austin Community College

    Classical Voice, Jazz Performance, and Marketing

  • -

    The University of Texas at Austin