Senior Vice President, Global Client Services
Jeremy Victor is currently the Senior Vice President, Global Client Services at VertMarkets. He is responsible for the team behind delivering world class customer value across all VertMarkets business units, including Media Services, Content Services, Analytics, Research, and Events.
Have leadership responsibility for web operations, product management, customer support and client services, outsourcing, editorial, marketing, production, and recruiting.
Responsible for leading all process improvement initiatives and designing solutions that support the entire service delivery lifecycle through on-boarding, implementation, and renewal.
Serve as product manager / business owner for internal production applications, website UI, and third party software integrations.
Member of Executive Steering Committee and several corporate governance committees including, Benefits and Employee Handbook, Product Migration, Risk Management and Hazard Insurance, and Productivity.
Created outsourcing relationship establishing editorial and web production operations reducing annual operating expenses over $500,000.
Initiated and product managed the integration of proprietary CMS, CRM, and accounting software that eliminated process redundancies, improved service response times, and enhanced productivity.
Established system to maintain 99.85% turnaround time service level guarantee on over 3,000 monthly client production work orders.
Initiated process improvements in the newsletter production department leading to the redeployment of over 650 hours of labor per month.
Life Science Training Institute
Prior to his promotion Jeremy completed a 12 month assignment as the SVP and General Manager of the Life Science Training Institute, the training business unit of VertMarkets. Jeremy was responsible for leading the division's strategic planning and growth initiatives as well as maintaining full P&L responsibilities. During the assignment, he led the rebrand of the division, development of a content marketing strategy, launch of a new website, initiation of a new pricing and promotion plan, and creation of a training and networking events business.
The Life Science Training Institute helps pharmaceutical, biotech, and medical device companies build knowledgeable, compliant workforces by providing training from drug discovery through commercialization. We are dedicated to advancing careers of those working to develop new therapies and to protect patient safety. We are also the proud host of the GxP Training and Networking Symposium event series. More information can be found at www.lifesciencetraininginstitute.com and www.lifesciencetrainingevents.com.
Executive Director Consumer Operations
Responsible to ensure world-class service delivery for all customer market segments representing over 50,000 customers.
Oversaw operations, technical support, and customer service for 6 websites with over 35,000 e-commerce orders annually.
Managed annual budget and led 20 Call Center staff, 6 Training Managers, 2 Account Managers, and over 350 independent contractors.
Designed and product managed the implementation of a holistic customer service and order management platform resulting in 20% decrease in average call times.
Incorporated customer service core values, mission statement, employee rewards program branded Peterson Points, and departmental goals designed to create customer-centric, high-performance, team-oriented culture dedicated to service excellence.
Created quality monitoring and training program for customer service and technical support departments.
Designed and implemented standard operating procedures: telephone, email, knowledge base, and voicemail incident handling procedures; escalation process management and reporting; partner relationship management; customer service level agreements (SLAs); and daily, weekly, and monthly performance metric reporting.
Director Marketing & Customer Support
Successfully planned and coordinated the transformation of the corporate identity, brand, and product positioning throughout all sales collateral, print advertising, and communications materials.
Increased lead generation by 350% utilizing integrated, multi-channel marketing tactics.
Exceeded revenue target by 27% for new software product launch.
Established multiple sales support processes that increased proposal and contract generation productivity by an average of 65%.
Expertly implemented inbound, on-demand call center to offer tiered levels of software support; employed relationship management, issue resolution, requirements verification, and metrics reporting.
Maintained on-demand support level above 90% by implementing issue/skill driven call routing.
Cross-trained support staff and established trouble-shooting processes and escalation procedures; increased first-call closure rate by 5% and decreased resolution time by 11%.
Director Customer Operations Training
Improved training processes and reduced training costs by 20%.
Executed training programs improving customer satisfaction by 14% and increasing first call closure rate by 7%.
Directed creation of training programs and classes based on knowledge of identified training needs, company strategic direction, production processes, business systems, and changes in products, procedures, or services.
Managed the financial activity of the Customer Operations Training Dept: including budgeting, revenue forecasting, monitoring actual versus budget variances, and profitability.
Field Service Representative/Training & Opening Specialist
Rita's Water Ice Franchise Corporation
Trained and evaluated franchisees on all operational programs, processes, and systems.
Provided business consultation services to franchisees on all business related matters and directed franchisees in the planning and execution local store marketing programs.
Developed new product training; improved customer service rating by 2.5% and increased average sales.
Created Customer Service Management program for all 200 franchisees.
Opened 35 new stores and provided on-site opening guidance.