Linda Benson Royal

About Linda Benson Royal

Experienced, results-driven digital marketing professional with proven ability to…

Experience

1. Customer Service and Onboarding Specialist

   Great Books Foundation

   Nov 2022 — Present · Chicago, IL, US

   The Customer Service and Onboarding Representative supports customers from schools, school districts, adult books groups, and parents. This position works cross-functionally to provide seamless support to customers and drive product enhancements based on customer feedback. Responsibilities Include:• Deliver and support the implementation of the Foundation’s digital platforms: Junior Great Books Digital Classroom and the Shared Inquiry Learning Center, including program implementation, onboarding, and subscription tracking• Create new accounts, licenses, and access codes based on customer orders• Assist with account setups for customers who are using our digital platforms, including integration with ClassLink, Clever, Google Classroom, etc.• Lead customer onboarding via phone calls, email, and video meetings• Provide customer support for successful implementations, including answering routine customer questions, troubleshooting, and resolving issues• Track subscriptions, license expirations, and renewals• Collaborate with various internal stakeholders, including the Sales, Training, and Editorial teams• Liaise with third-party vendors as needed• Provide input on customer support tools• Suggest improvements to upcoming versions based on customer feedback• Communicate regularly with customers through multiple intake channels (phone, email, fax, web chat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues• Process purchase orders and phone/credit card orders using our accounting software (Sage Intacct)• Liaise with fulfillment warehouse for customer service issues• Input accurate and timely notes from communications in CRM (HubSpot)• Accurately process customer returns and credit memos• Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W-9, Vendor Forms, etc.

Education

• Wnthrop University

  Bachelor's degree

• Winthrop University

  Bachelor of Arts

Skills

• Event Planning
• Sales and Marketing
• Employee Training
• Analysis
• Marketing Communications
• Sales Operations
• Customer Retention
• Social Media Marketing
• Business Development
• Leadership
• Sales Management
• Public Relations
• Lead Generation
• Social Media
• Human Resources
• Sales Presentations
• Social Networking
• Program Management
• Account Management
• Change Management
• Microsoft Office
• Sales
• Team Building
• Program Development
• Team Leadership
• Cross-Functional Team Leadership
• Fundraising
• Marketing Strategy
• Salesforce.com
• Employee Relations
• Strategic Planning
• Customer Satisfaction
• Training
• New Business Development
• Networking
• Teamwork
• Partnerships
• Interviews
• Leadership Development
• Strategic Partnerships