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Company: Coloredge New York • Los Angeles, New York, NY
Company Description: Coloredge New York • Los Angeles is a leading visual communications services company trusted by many of the world’s most brand-conscious, consumer-oriented companies to provide media that maintains and enhances their brand image and supports key marketing objectives.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Bicna Bagheri, Lead Project Manager

Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The traditional skill set possessed by the majority of Client Service
Representatives in this industry consists of order entry, job tracking, and
quality control, but this one example where Bicna Bagheri far exceeds the norm.

In a typical month Bicna will assemble 800 hundred files, send each of them out
for approval, and present them to production in a manner maximizing material
usage and accurate production techniques. As daunting as this sounds, she has
gone a step further and created a database specific to the clients she serves,
which allows for efficient recall of the assets. Through her tremendous
knowledge base, she has created a situation where clients have actually come to
rely on Bicna more than their own internal personnel.

As Bicna has earned the respect and confidence from our clients, she has also
enabled an internal sales representative who was too hesitant to “let go” to
reach her full potential by doing what she does best- selling. This sales
executive all too often found themself feeling as though they must service the
client themself in order to ensure a positive result. Bicna took control of
every detail within these accounts in an organized manner, giving the sales
executive the confidence to finally “let go.”

This poorly constructed model not only strangles the sales executive’s earning
potential, but also stymies the firm’s overall growth potential, as well. Great
teamwork requires great teammates and Bicna has shown time and again to be
someone anyone would be proud to have on their team.

While professionalism is mandatory in any work environment, the true
professionals will always stand out from the rest. Whether it is courtesy,
punctuality, appearance, or crisis management; Bicna excels. When dealing with
dozens of extremely impacted, impatient, overly pressured clients with extreme
due date demands, Bicna presents a demeanor that promotes confidence and a
calming reassurance. Her continuous process refinement enables exceptional
execution, which legitimizes her highly skilled client facing manner. This
separates Bicna from the packs who simply offer solutions without superior
follow through.

Through her professionalism and leadership the level of service provided to our
clients based in the cosmetic industry, including Sephora, Tarte, Anastasia,
Bare Escentuals, Stila, and Make Up For Ever, has evolved over the course of
the past year to the extent that Coloredge’s cosmetic related revenues have
doubled, with even greater potential moving forward. Bicna’s superior commitment
and guidance, has permeated throughout the Client Services Department and
enabled her to transform the stagnant performance of existing personnel and
integrate entry level staff to a high functioning team that consistently
outperforms the competition. This welcomed boost in revenue is further
validation from our clients that outstanding service lends itself to growth, no
matter how well or not so well the overall economy is performing.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://coloredge.com
http://www.facebook.com/coloredge
http://twitter.com/coloredgeNYCLA

Provide a brief (up to 100 words) biography about the nominee:

Prior to her time at Coloredge, Bicna has had over 20 years of experience in
advertising and marketing, specializing in art direction and graphic design.
Bicna is currently a Lead Project Manager responsible for supervising a team of
Project Managers for the Coloredge Los Angeles team. Bicna Bagheri has worked
with Coloredge since April 2009. At Coloredge, Project Managers are expected to
communicate with the client to understand their vision and communicate that to
production to create the end product and ensure superb quality.