Sales Customer Service
Resume:
PAULA WILLIS
Cape Canaveral, FL 32920
Cell: 336-***-****
*****.******@************.***
MARKETING MANAGER, MBA
Over 10 years experience as a marketing manager specializing in brand awareness marketing, strategic promotions and campaigns, and marketing communications. Successful record of increasing profitability, market share, and brand awareness with strong orientation towards creative solutions and long term customer value. Targeted buyers of a competitive brand with a marketing campaign that attracted over $5 million of incremental sales from customers new to the brand. Developed an industry magazine that grew to a circulation to 75,000 copies per month utilizing $20,000 per full page advertising from industry suppliers to self-fund the publication. Bachelor of Science and MBA degrees from Elon University, both in Business Administration with an emphasis in Marketing.
Expertise in:
• B-to-B and B-to-C
• Direct Marketing Web-Based Campaigns
• Qualitative & Quantitative Market Research
• Sales Training Programs • Sales Promotions
• Marketing Communications
• Vendor Management
• Promotional Events
PROFESSIONAL EXPERIENCE
PORTERWILLIS, Burlington, NC 2010 – present
MARKETING DIRECTOR
• Provide marketing support for ecommerce initiatives in the areas of market strategy, market expansion, web presence, creative sales collateral, brand messaging, advertising and positioning.
• Create marketing communications including online copy, sales collateral, surveys and client presentations.
• Develop customer loyalty and sales training programs including incentive based activities
VOLVO GROUP NORTH AMERICA, Greensboro, NC 2005 – 2010
BRAND MARKETING MANAGER
Developed sales and service performance improvements through the creation and execution of marketing programs and sales training that improved the brand’s value proposition and return on investment. Structured and implemented business-to-business marketing campaigns with a focus on increasing sales volume and market share. Crafted business-to-consumer promotions and direct mail/email campaigns to enhance brand awareness and drive customers to purchase.
• Segmented our buying population and targeted buyers of a competitive brand with a marketing campaign that attracted over $5 million of incremental sales to new Volvo customers.
• Developed and managed the annual sales program involving technical online training courses and year-long incentive programs which increased customer loyalty and solidified brand awareness.
• Increased Volvo’s brand awareness by developing a magazine that became an “Industry Best”; increased number of pages 100% and circulation to 75,000 copies per month utilizing full page advertising from industry suppliers to ultimately self-fund the publication.
• Targeted sales incentive award trips to be “Best in Class” status; incurred energized sales volume and retained high performers while reducing trip costs by 36%.
• Effectively demonstrated the benefits to vendors of Volvo’s cooperative marketing relationship which led to a 45% funding increase in less than 2 years.
VOLVO FINANCIAL SERVICES, Greensboro, NC 2003 – 2005
MARKETING AND COMMUNICATIONS MANAGER
Developed and implemented financial services products and programs with a focus on marketing programs which drove sustainable volume growth and customer retention; spearheaded customer loyalty and special recognition programs with oversight of four associates.
• Created sales and marketing campaigns that facilitated reaching the goal of $1 billion in sales in a twelve month period, a first for the company.
• Provided proactive business intelligence to forecast changes and trends in the competitive landscape.
• Used data mining to determine and analyze most profitable and loyal customers, then created customer loyalty programs to recognize and stimulate repeat buyers and profitable customers.
• Instituted an internal marketing campaign that entailed extensive customer service training, customer touch protocols and problem resolution tracking.
• Pioneered customer loyalty programs and brand awareness packages for sales department use.
• Designed all creative and collateral material.
• Created and managed company web site for Volvo Financial Services – Greensboro.
IPSOS-NPD, Greensboro, NC 2000 – 2003
ACCOUNT MANAGER
Developed new business accounts and managed all phases of market research project management including questionnaire design, analysis and the supervision of internal and field operations. Methodologies included ad tracking, brand equity, customer satisfaction, segmentation and other quantitative market research measures.
• Provided in-depth market research analysis to clients. Presented findings to senior management which led to contract renewal negotiations. Grew account revenue by proactively identifying and quantifying key research gaps which could be resolved, yielding new business opportunities.
• Six time winner of “Let’s Close the Deal” sales contest and four time winner of “Breaking New Ground” sales contest recognizing new business development.
CAROLINA BIOLOGICAL SUPPLY COMPANY, Burlington, NC 1986 – 2000
DIRECTOR OF MARKETING SERVICES
Hired as outside salesperson. Promoted to Department Head of Marketing Services in 1993 and launched Marketing Services Department. Subsequently promoted to Director of Marketing Services.
• Facilitator of company-wide strategic initiative dealing with all customer touch points including order entry, product delivery, returns, product information and inventory control to include mapping and care ratio assessment of all customer contacts, brand evaluation, name recognition, and loyalty composition with a focus on all visual, print and media content.
• Drove advances in market share and revitalized stalled business by pursuing forgotten market pockets – lost sales, smaller, untapped businesses, and prospects overlooked by the competition.
• Incorporated a planned program of company workshops and training at regional and national trade shows which created product familiarity and improved end users satisfaction. Developed workshop program to “teach the teachers” how to use company products and become company “ambassadors”.
• Responsible for marketing research activities including mail surveys, focus groups, competitive analysis, departmental sales analysis and market research relating to customer service, product development, and new markets.
• Designated company spokesperson delivering over 25 television spots and news broadcast interviews during litigations and news events. Member of Crisis Communication Team.
ADVANCED CAREER TRAINING
Focus Group Moderator Training, Burke Institute, Cincinnati, OH
Crisis Communication and Media Relations Training, James Fyock & Assoc., Winston Salem, NC
Kenan Flagler Executive Education courses in Marketing, Accounting, and Negotiations, Chapel Hill, NC
HONORS/AWARDS
American Association of University Women Award
EDUCATION
MBA, Spencer Love School of Business, Elon University, Elon College, NC
BS, Business Administration with Marketing emphasis, Elon University, Elon College, NC
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