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MARKET COMMUNICATION
SENIOR OPERATIONS MANAGER – TONI PARISI
OPERATIONS TEAM 1
Utica/Herkimer
Norwich
MA
LMG- New Bedford
LMG- Nantucket
LMG- Middletown
LMG- Stroudsburg
LMG- Cape Cod
LMG- Seacoast
Halifax- Sarasota (FL)
Halifax- Wilmington (NC)
Halifax- Spartanburg (SC)
Halifax- Hendersonville (NC)
Halifax- Shelby (NC)
Halifax- Gastonia (NC)
Halifax- Lexington (NC)
Halifax- Burlington (NC)
Halifax- Jacksonville (NC)
Halifax- New Bern (NC)
Halifax- Kinston (NC)
Halifax- Daytona (FL)
Halifax- Panama City (FL)
Halifax- Corporate (FL)
OPERATIONS TEAM 2
Propel Direct- West
SureWest
Community West – Includes ACM
LMG- CA (Stockton)
LMG- Victorville
LMG- Southern Oregon
Halifax- Tuscaloosa (AL)
Halifax- Gadsden Times (AL)
Halifax- Houma (LA)
Halifax- Thibodaux (LA)
Halifax- Washington (FL)
Halifax- Holmes County Times (FL)
Halifax- Ocala (FL)
Halifax- Gainesville (FL)
Halifax- Crestview News (FL)
Halifax- Destin Log (FL)
Halifax- Lakeland(FL)
Halifax- Santa Rosa Beach –
Walton Sun (FL)
OPERATIONS TEAM 3
Propel Direct- East
Canton
Rockford
Springfield
Peoria
Michigan
Community East- Includes Dover
& Canandaigua
Providence Journal
Halifax- Worcester (MA)
Halifax- Ft. Walton
Beach/Northwest Florida Daily
News (FL)
Halifax- Leesburg (FL)
Halifax- Port St. Joe Star (FL)
OPERATIONS MANAGER
Meredith Mason
OPERATIONS MANAGER
Melissa Pilicy
OPERATIONS MANAGER
Tara Calnan
CS TEAM MANAGER
Ryan Jones
CS TEAM MANAGER
Katie Sunderland
CS TEAM MANAGER
Kevin Dunn
CS TEAM LEAD
Marissa Reilly
CS TEAM LEAD
Lindsey Reynolds
CS TEAM LEAD
Ryan Mulligan
CONTACT INFORMATION
POD 1:
Catherine Caporrotta
Erin Muray
Kayla Heelan
Meaghan Gough
Julie Curd
Ryan Fernandez
Rich Davenport
POD 2:
Karen Kelly
Meghan Long
Melanie Bligh
Perri Tedesco
Alex Cincotta
POD 3:
Sarah Tomlinson
Jimmy Doyle
Lauren Noyes
Eric MacCarthy
Greg McCullough
Krista Dugar
© propelmarketing.com 2015 • 617-249-2600 • Updated April 1, 2015
Senior Operations Manager: Toni Parisi, 617-249-2616
Operations Team 1: Management & CS
Team 1 Client Services Hotline: 617-826-6696
Meredith Mason | Operations Manager | 617-249-2647 | [email protected]
Ryan Jones | CS Team Manager | 617-249-2705 | [email protected]
Marissa Reilly | CS Team Lead | 617-249-2723 | [email protected]
Catherine Caparrotta | 617-249-2710 | [email protected]
Erin Murray | 617-249-2725 | [email protected]
Kayla Heelan | 617-249-2688 | [email protected]
Maeghan Gough | 617-249-2667 | [email protected]
Julie Curd | 617-826-6639 | [email protected]
Ryan Fernandez | 617-249-2685 | [email protected]
Rich Davenport | 617-704-9198 | [email protected]
Operations Team 2: Management & CS
Team 2 Client Services Hotline: 617-826-6697
Melissa Pilicy | Operations Manager | 617-249-2620 | [email protected]
Katie Sunderland | CS Team Manager | 617-249-2693 | [email protected]
Lindsey Reynolds | CS Team Lead | 617-249-2674 | [email protected]
Karen Kelly | 617-249-1219 | [email protected]
Perri Tedesco | 617-249-2644 | [email protected]
Melanie Bligh | 617-826-6684 | [email protected]
Meghan Long | 617-249-2741 | [email protected]
Alex Cincotta | 617-826-6669 | [email protected]
Operations Team 3: Management & CS
Team 3 Client Services Hotline: 617-826-6698
Tara Calnan | Operations Manager | 617-249-2619 | [email protected]
Kevin Dunn | CS Team Manager | 617-249-2719 | [email protected]
Ryan Mulligan | CS Team Lead | 617-249-2682 | [email protected]
Eric MacCarthy | 617-249-2673 | [email protected]
Jimmy Doyle | 617-249-2732 | [email protected]
Lauren Noyes | 617-249-2677 | [email protected]
Sarah Tomlinson | 617-249-2736 | [email protected]
Greg McCullough | 617-249-2669 | [email protected]
Krista Dugar | 617-704-9200 | [email protected]
© propelmarketing.com 2015 • 617-249-2600 • Updated April 1, 2015
APPOINTMENT SETTING:
The Appointment Setting tool has 2 options for each of the Teams. When looking to set an
appointment you should choose either the Operations Team *1,2, or 3 $0-10,000 OR Operations
Team *1,2, or 3 $10,000 + Choosing the correct team is imperative with this change as it ensures
that the correct team will be assigned your appointment.
We understand that there may be time when someone needs to schedule an appointment and
the tool is not showing them times they need. One suggested route to take is exiting the
appointment scheduler completely and going back in to book a new appointment. The way the
tool functions, new time slots should show each time you sign into it. If an ideal time is still not
showing, you should pick a time that best fits when the client can commit to a call. On the
notes/comments field, you can put in notes regarding a better time to call and we can try to
accommodate, but we should be confirming with the client that we will call at the time of the
scheduled appointment as that is the only time we can 100% commit to. Please note - clients
who receive a confirmation email of the appointment can see anything you write in the
notes/comments section. Please make sure notes are client-friendly.
Should someone need to book an appointment for more than 2 weeks out or for a time that is not
showing, what they should do is document the time that they want on the opportunity/sales
request when it is entered. When they are prompted to enter whether or not they booked an
appointment, they should select “No-Other” and leave the confirmation # field blank. They’ll then
just want to put in chatter or in a note on that sales request what time they’re hoping to do the
appointment for and all the details we’d need on this. Once assigned, the CSM will confirm the
call with them but we’ll make sure to assign it to someone who is available. We ask that the sales
team does not confirm the time with the client 100% until they have confirmation from the
assigned CSM that the call will occur.
Appointments will be available until 5:30 but a Q2 goal of ours is to offer extended appointment
times for
our West Coast clients.
Link to schedule appointments: http://propelmarketing.com/schedule/
HOURS OF OPERATION:
In addition, we have extended our hours of operation. In order to better service our West Coast
clients, we will be staffed from 8:00 am – 8:00 pm Monday through Thursday. Friday will remain 8
am - 5:30 pm. We know that by offering these later hours for our West Coast clients and reps, we
will be able to make ourselves more available and in turn offer greater customer service. Please
note that while we are in the early phases on extending our hours, your dedicated Client Services
Manager on a specific account may not be available. Our team members on staff and working at
various hours will do the best they can to assist you should the person assigned to the account
not be available.
Our Sales Support team will be available from 8:00 am - 7:00 pm.
© propelmarketing.com 2015 • 617-249-2600 • Updated April 1, 2015
SALES SUPPORT/ORDER ENTRY:
In January we rolled out our new Partner Portal as well as introduced our new Sales Support
team. We want to encourage representatives to begin (or continue) to utilize our fantastic team
for the following:



Entering orders
Setting appointments for upcoming calls
Trouble shooting any Partner Portal issues
Partner Portal issues are not the same as Customer Portal issues –
These should be directed to Client Services and your Operations Team
The team we have in place is eager and excited to help you with the above requests but as a
reminder any fulfillment related issues should be directed to your Operations Team. Any inquiries
on accounts that have been moved into OPS 1 Transitioned to Client Services should be directed
only at Client Services and not Sales Support. For assistance you can either call your CSM
directly or call the hotline number assigned to your team and they can assist or direct your call.
Any training/product related issues should be directed to our training team hotline
(1-800-549- 3670, Option 1) or [email protected]
If you need assistance with a budget request, please direct those to
[email protected].
What can you have prepared when you call to set an appointment or enter a sales request?
 Client contact information
 Your Local Market # (Unique to each client/market – discuss with your Ad Director if you
are unsure of what this is)
 2-3 times your client is available for appointment with CS
Please remember that appointments are now mandatory for any new clients, so be sure to set
your appointment with Sales Support when you are entering your sales request. If you are unsure
of the client’s availability you can still set an appointment for a time you think may work and the
client will have the opportunity to reschedule. It is critical that if you are setting an appointment
you get it done as close as you can to when you enter a sales request
As a reminder the number for Sales Support is:
1-800- 549 – 3670
Option 2 – Portal Support
Option 3 – Time Trade Appointment Scheduling
OR you can email at:
[email protected]
for partner portal related issues
© propelmarketing.com 2015 • 617-249-2600 • Updated April 1, 2015