1. K A R E N D. M O U N T
17 School Drive ▪ Windsor, NJ 08561 ▪ karendm@optonline.net ▪ (C) 609-851-7458 ▪ (H) 609-371-2073
C L I E N T S E R V I C E S R E P R E S E N T A T I V E /A C C O U N T M A N A G E R
Ve r sa til e te a m con tr ib utor va l ue d for e xce ption a l r el a tion sh ip- b uil d ing sk il l s
Customer relations expert with 15+ year track record of fostering loyalty within diverse, global client bases across
multiple industries, including publishing, education, and manufacturing. Successfully oversaw 900+ accounts
simultaneously, tracking complex processes to ensure accountability and adherence to deadlines. Proven ability to
anticipate and resolve challenges by analyzing clients’ needs and liaising with cross-functional teams to develop and
implement cost-conscious solutions. Proficient with technology including Salesforce CRM and Microsoft Office.
A CCOUNT R ETENTION ▪ C LIENT O UTREACH ▪ T ERRITORY M ANAGEMENT
T EAM -B UILDING ▪ P ROBLEM R ESOLUTION ▪ C OMMUNICATION
PROFESSIONAL EXPERIENCE
P ETERSON ’ S , Lawrenceville, NJ 2005–April 2012
F ULFILLMENT C OORDINATOR /C LIENT R ELATIONS R EPRESENTATIVE
Leading provider of comprehensive education, financial aid, and career planning content and tools available through
online portal (www.petersons.com) and guidebooks utilized by parents, students, universities, and libraries across the
U.S. and internationally.
Key Achievements:
 Effectively manage client base of 900 institutional advertisers representing nearly $1M in revenue for 2012.
 Conduct proactive outreach to existing and new clients to solicit up-to-date data for marketing materials across 5
major product lines, including print and online components, tracking processes and meeting 100% of call quotas.
 Achieved 90% client retention rate for key private schools market through solutions-oriented service approach.
 Guide clients through complex publication process to ensure receipt of written materials and graphics on deadline.
 Serve as first line of contact to resolve client concerns; escalate issues to appropriate area managers and
collaborate with cross-functional teams, including Editorial, Research, Sales, and IT staff, to resolve discrepancies.
 Communicated effectively with off-site editorial contractors in Wisconsin and India; monitored project status
and quality and recommended areas for improvement via bi-annual phone conferences.
 Commended by supervisor for exceptional persistence; outpaced peers in success rate for securing updates.
 Selected to train new sales and client relations hires on departmental policies, procedures, and best practices.
 Create sales reports utilizing web-based tracking system and present results orally and in writing to department
director, managers, and other internal stakeholders at weekly meetings to inform decision-making.
 Update Salesforce CRM on a daily basis, tracking calls and tasks and ensuring accuracy of contact information.
 Earned reputation among supervisors, colleagues, and clients for positive “can do” attitude, outgoing
personality, and willingness to go above and beyond job description to achieve results.
W INDSOR G UILD B UILDING , LLC , Windsor, NJ 2002–2005
A DMINISTRATIVE A SSISTANT
Managed administrative and client service responsibilities for busy general contracting company; responded to
inquiries from prospective clients and communicated with subcontractors and insurance brokers to ensure accuracy
and completeness of required documents on deadline.
ELS L ANGUAGE C ENTERS , C ORPORATE H EADQUARTERS , Princeton, NJ 2000–2001
S ALES C OORDINATOR
Headquarters for leading international network of 50+ state-of-the-art campus-based English-language centers within
the U.S., Canada, and abroad; provides quality English instruction, academic support, and advisement for students.
Key Achievements:
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2. K A R E N D. M O U N T ▪ karendm@optonline.net ▪ (C) 609-851-7458 ▪ (H) 609-371-2073 PAGE 2
 Oversaw commissions, marketing, and enrollment initiatives for team of 40-50 global sales agents to support
goals of two Latin American and Middle Eastern Sales Directors.
 Streamlined payroll process for international sales agents, maintaining accurate sales commission database that
enabled improved efficiency and reduced turnover.
 Spearheaded collection and digital archiving of images from ELS Centers and host institutions utilized for online
and print marketing collateral.
 Coordinated group tours for top-producing global sales agents, researching and securing cost-conscious travel
options and accommodations, and managing complex scheduling.
 Key contributor to implementation of time-saving online student enrollment system.
E. D AVIS I NTERNATIONAL, Piscataway, NJ 1992–1999
S UPPORT S TAFF (1996–1999)
C USTOMER S ERVICE R EPRESENTATIVE /A CCOUNTS P AYABLE (1992–1996)
Family-owned global company designing and manufacturing high-quality, eco-conscious car freshening products; in
addition to corporate HQ, supports 3 U.S.-based manufacturing plants and additional facilities throughout Europe.
Key Achievements:
 Entrusted with increasing responsibilities and decision-making within 5-7 member office support team.
 Accurately managed accounts payable reconciliations and communicated with vendors.
 Compiled and delivered statistical, inventory, and payroll reports for three managers to optimize inventory
levels, ensure adherence to shipping deadlines, and facilitate accurate compensation for employees.
 Cultivated and maintained customer relationships by demonstrating exceptional communication and problem-
resolution skills; handled telephone hotline, providing timely product information to ensure customer satisfaction.
 Efficiently processed and input 15+ orders daily and served as liaison to vendors, conducting thorough research
and demonstrating independent decision-making in resolving inquiries.
 Trained colleagues in Excel and Quattro Pro and provided ongoing troubleshooting and support.
EDUCATION
BACHELOR OF ARTS, COMMUNICATION, Rutgers University (New Brunswick, NJ)
ASSOCIATE IN APPLIED SCIENCE, RETAIL MANAGEMENT/MERCHANDISING, Middlesex County College (Edison, NJ)
Professional Development & Training: Conflict Resolution; Security Awareness; Time Management; Business
Etiquette; Business Communications; Solution Selling
TECHNICAL SKILLS
Microsoft Office (Word, Excel, Outlook, PowerPoint, Access) ▪ Corel Quattro Pro ▪ Salesforce CRM