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Experienced professional with 10+ years in client services operations for global leader in events organization. Manages client relationships, budgets up to $100,000 and customer-centric initiatives to raise engagement and satisfaction.

Areas of expertise include: Budgeting & Cost Control, Tradeshow Events, Team Leadership, Coaching & Mentoring, Training & Development, Sales & Marketing Support, Call Center Operations, Performance Improvement




Managed all aspects of the exhibitor experience and brand for over 1800 exhibitors in the   jewelry and fashion industry through active phone outreach, focused on building the relationship between the Customer Success Specialist and the exhibitor; resulted in a personal 85% satisfaction level amongst exhibitors.
 
Discussed goals and achievable metrics with exhibitors to optimize their trade show experience. Informed exhibitors of additional sponsorship and marketing opportunities to generate sales revenue.

Utilized contemporary software and online CRM programs to gather and analyze data for reporting purposes and to provide clients with demonstrations for building their online presence.

Managed a $100,000 budget allocation for 150 temporary staff hired to provide information and guidance to attendees and exhibitors on site at JCK Las Vegas. Provided cost savings of $10,000 from allotted budget by managing staffing needs while maintaining high service levels. Developed training program and materials used for temporary staff.

Customer Success Specialist

Managed incoming LiveChat technology and the trade show email inquiry boxes for all Reed events.  Directly responded to emails from attendees and exhibitors and distributed to colleagues within the company when appropriate.

Worked on Customer Focus program for 2014 National Hardware Show; met with exhibitors on site to gather video testimonials of their show experience.

Managed a $10,000 specific budget for Modern Assembly collaboration of events.  Developed training program and information handbooks used by on-site staff.  Achieved cost savings of $3,000 from allotted budget.

Client Services Project Coordinator

Oversaw customer service related functions, utilizing communication and interpersonal skills to resolve difficult customer situations. Handled call monitoring for 10 team members, project distribution and relationship management.

Conducted monthly evaluation meetings with team members to ensure a satisfaction level of 90%+.  Provided coaching and additional training to improve performance metrics.

Developed training materials used by new staff with emphasis on proper procedures and best practices.

Managed an $80,000 budget and schedule for 100 temporary staff to provide direction and information to our attendees and exhibitors on site at the 2011 Global Gaming Expo. Captured $5,000 cost savings from allotted budget. Created the information handbook used by temporary staff on site.

Client Services Team Leader

Fielded incoming calls and emails from event attendees and exhibitors; delivered 90%+ of solutions on calls.

Updated information documents used internally on the company website.

Client Services Representative

Find out detailed information about Andrea Gorrie,  in Norwalk, CT

Andrea Gorrie: in Norwalk, CT

Andrea Gorrie

Reed Exhibitions

Reed Exhibitions

Reed Exhibitions

Reed Exhibitions

Harvard Business School

Norwalk Community College

Rockhurst University