Marylou M.
Director Employee Development @American City Business Journals
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WORK HISTORY
Director Employee Development @American City Business Journals
Charlotte, NC, US
Led development and launch of bot platform to enhance customer service messaging for B2B National Sales and Customer Service Centers.• Implemented Work Force Management, reducing call abandonment to under 3%.• Collaborated to improve customer satisfaction and loyalty by designing QM metrics.• Enhanced training through development of online Sharepoint and Talon training sites.
EDUCATION
North Carolina State University
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
ABOUT MARYLOU M.
Steering talent management at American City Business Journals, my expertise in CRM and commitment to employee development shine through innovative solutions like Intercom. The custom service messaging platform I led heightened our customer service capabilities and streamlined B2B sales processes. Our team\'s collaborative efforts have fostered an environment where compliance is seamlessly integrated with staff career progression, elevating employee satisfaction and retention. It is this synthesis of technology and human resource strategy that continues to drive American City Business Journals forward in the competitive publishing industry.
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