Kerry Steward 105 Jeanette Cv.

Atoka, TN 38004 901.570.2669

kerryasteward@gmail.com

!

Summary 15 Years’ experience:

CRM – Customer Relationship

Management

Marketing Campaign Management via:

Direct Mail, Telesales and Email

Processes for printing: litho, offset, flexo, web press, aqueous digital,

and non aqueous digital

Negotiating and managing vendors for

Print/Production of materials

Fulfillment of printed materials via:

sheet fed, continuous feed, aqueous digital,

and non aqueous digital. Duplex and

simplex print utilized

Additional fulfillment and printing needs for

data management, match mailing, site visit/

audits and RFB management

Reporting and Analytics on programs

via Excel, Cognos, Oracle Discoverer,

Pentaho and SAP Business Objects

Employment History

Relationship Manager March 2013 – February 2015 First American Home Buyers Protection, Santa Rosa, CA

• Managed the development, implementation and maintenance of customer relationship and renewal communications via direct mail and email.

• Managed the print services relationship for marketing department. • Led project team that created a comprehensive welcome package and new renewal

communication strategies. • Continuously looked for cost saving potential for printed materials by utilizing print

management service to gain access to competitively priced vendors. • Assisted in the development of a campaign management tool that allowed for more

flexibility when creating CRM campaigns for direct mail and email. • Assisted in gathering all necessary CRM data into a data warehouse. Able to audit and analyze

data to determine ROI and successful testing strategies. • Streamlined the print materials for marketing department by utilizing the print service to

change programs over to digital printing vs. offset print to minimize obsolete material costs. • Managed print projects for direct mail for existing and former customers, collateral

materials and promo items for outside sales reps.

Sr. Business Analyst November 2012 – March 2013 First American Home Buyers Protection, Santa Rosa, CA

• Assisted in gathering requirements for a new CRM tool.

Sales Support Manager August 2010 – March 2012 American Home Shield a division of ServiceMaster Memphis, TN

• Manage a team of Coordinators that support 100+ Account Executives. • Responsible for providing support on general administrative functions, back – end account

maintenance, sales meetings and a customer compensation program.

Education 1998- 2002 State Tech

Memphis, TN Associates Degree

Accounting with Concentration in

Taxation

Awards American Home Shield

2010 Leadership Award -

"Provides Leadership consistent with the

ServiceMaster values"

Recommendations

Available on LinkedIn:

References Available upon request

Retention Manager August 2000 – August 2010 American Home Shield a division of ServiceMaster Memphis, TN

• Responsible for managing, implementing and helping to create programs that drive customer satisfaction and retention via direct mail, telesales and email marketing campaigns.

• Manage multiple projects at one time. • In 2009, over 20 projects were implemented in CRM touch point campaigns and gained

efficiency in return mail department. • Manage print and production of customer contract fulfillment kit. • Utilized customer feedback via surveys to create a more customer friendly, easy to

understand fulfillment kit. • Created an automated process for returned customer contract fulfillment. Previous process

was not able to handle the return mail received. Expect approximately 50,000 pieces a year and department was able to handle 100% vs. 25%.

• Balance and maintain multi-million dollar budgets for printing and production of CRM marketing materials.

• Continuously looked for cost saving potential in customer contract fulfillment kit and renewal solicitations by understanding postal requirements and working with print broker to gain access to competitively priced print vendors.

• Able to stay at or under budget year after year. • Manage implementation of CRM touch points for all existing customers in regards to direct

mail, telesales and email. • Assisted in the development of a campaign management tool that allowed for more

flexibility when creating CRM campaigns for direct mail, telesales and email. • Assisted in gathering all necessary CRM data into a data warehouse. Able to audit and analyze

data to determine ROI and successful testing strategies. • Supervise one Marketing Specialist and two temporary Return Mail associates

Customer Service and Service One Department Supervisor January 1999 – August 2000 American Home Shield a division of ServiceMaster Memphis, TN

• Implemented and supervised Service One Department in Memphis Contact Center with customer service representatives trained in Service, Customer Relations and Authorizations.

• Supervised 10-20 reps and responsible for coaching, counseling and training.

Customer Service and Customer Relations Representative March 1998 – January 1999 American Home Shield a division of ServiceMaster Memphis, TN

• Responsible for handling escalated customer calls when problem resolution was needed and answering inbound service requests.