Customer Service Management

Angela E. Wells

Phone: 847-***-****

Email: ******.*******@*****.***

LinkedIn: www.linkedin.com/in/angelawells

DYNAMIC PROJECT MANAGEMENT AND MARKETING PROFESSIONAL WITH MBA

Executive Summary

Highly motivated marketing and project manager with demonstrated

accomplishments and over seven years of progressive experience in areas of

marketing, creative services, project management, training and research.

Proven success in planning, problem resolution, implementation, budgeting,

quality control and assurance, and program and process development. Key

roles acting as liaison to Directors, Managers, cross functional

departments, team members, internal and external clients and vendors.

Accomplished in maintaining, creating and evaluating services for proactive

and progressive improvements, scopes and timelines for projects, as well as

managing vendor and client relations and negotiations. Proficient with

adapting to changing environments while maintaining program and project

focus, as well as quickly learning new information, software, procedures

and processes to add to knowledge base and excel at applications while

enhancing capabilities.

Critical Skill Set

- Quality Control/Assurance - Process Improvement -

Organization Restructure

- Contractual Arrangements - Vendor Negotiations -

Needs Analysis/Assessment

- Program Development - Change Identification

- System and Process Modeling

- Investigating Requirements - Scope Creation/Creep Manager

- Project Management

- Benchmark/Success Measurement - Project Influencing -

Proactive Resolutions

Professional Experience

Sr. Project Coordinator 2007- Present VALIC

Marketing Communications

Service dual corporate business units with project coordination and

marketing expertise to enhance campaigns and promotions in national and

local markets with a budget of over $4 million. Produce and manage

marketing collateral, informational videos and promotional inventory for

seven regional managers, 1200 field advisors, 300 internal clientele, 700

strategic mutual fund groups and 55 banks.

. Act as liaison, facilitate program meetings, create /analyze scope,

generate project updates and conduct system trainings with Account

coordinators, Relationship Managers & Executives, Marketing Team, Forms

Unit, IT, Call Center Staff and vendors to ensure continuous access to

online enrollment plan information for clients and improve field sales

and productivity.

. Reduce Relationship Management program expenses by 26% by conducting

system enhancements, securing print services, data collection,

maintenances, vendor analyses and price negotiations with third-party

providers. The goal was to eliminate extra costs and simplify processes

while improving company visibility and relationships with field agents,

plan sponsors, and potential clientele.

. Develop and manage content rewrites per branding standards and format

information into business rules for programming of online enrollment

booklet.

. Compile annual spending data and conduct negotiations with external

vendors to increase benefit of services received and gain better pricing.

. Perform discoveries, content audits, and cost/benefit analysis with

vendors to establish better practices and increase system performance for

plan highlights, print on demand, and automated rate flyers.

. Direct vendors to perform programming weekly, monthly and quarterly to

ensure information exchanged is accurate regarding IT data feeds, plan

documents, forms and mutual fund lineups.

Social Media Manager 2009-Present OrganizeTheChaos.com

Manage social media and community interactions for local area small

businesses. Consult with business owners to maintain and update all

platforms to build brand awareness with target audience.

. Consult with small business clients on brand creation and guidelines

for a successful campaign.

. Conduct research to educate companies of their target audience and

trends associated with reaching consumers.

. Monitor interactions and reach through Google Analytics and Facebook

to increase/decrease online advertising initiatives.

. Complete back-end maintenance and updates to company's websites and

social media sites to maintain connectivity across platforms.

. Monitor and update blogs per agreed schedule with targeted media and

posts to create interactive conversation.

. Gained sponsorships and negotiated partnerships with retail vendors to

increase sales for client.

. Research topics and stay abreast of client's industry to better

communicate with the online community via social media.

. Designed social media strategy to include dedicated Tweets, Facebook

posts, blog posts, and newsletters for all clientele during specified

campaign.

Account Coordinator 2005 - 2006 C2

Imaging, Inc.

Coordinated services and maintained relationships with 12 clients in

Fortune 500 and 100 marketing departments to orchestrate media graphic

solutions, design and production services for collateral and point-of-

purchase materials. Conducted production, specifications and scheduling

services for clientele to meet and exceed deadlines.

. Administered an average of 40 projects per month by using product

knowledge, customer service and communication skills to maintain and

improve client relationships and suggest improvements to ongoing

marketing campaigns which led to a client increasing its market share

in the Houston area and transferring national printing and

distribution activities to the company.

. Provided advice and recommendations to David Weekly Homes, one of the

company's largest clients, to improve their customer relations.

Supported their regional and corporate marketing departments and

gained buy in on spending and promotions through direct mail, yard

signs, banners, trade show materials, marketing collateral and POP

displays.

. Performed client surveys using response cards and feedback analysis in

Excel to enhance customer service, increase sales and determine new

strategies for improvement.

. Trained five new staff members in account management, sales support,

product offerings, invoicing, online ordering systems and packaging in

order to support other departments.

. Worked closely with production team to increase quality control and

time management.

Coordinator 2004 - 2005 J. Walter Thompson

Advertising

Coordinated creative services and worked closely with Account Team to bring

forth design and production services for marketing campaigns and promotions

for Shell. Conducted production, media buys, specifications and scheduling

services for client.

. Managed 30 projects a month for creative services by building

relationships and acting as a liaison with internal account executives

and art directors to increase the speed of campaign creation and gain

design approvals.

. Worked with Account Executives to maintain the company's partnership

with Shell which led to an extension of our contract.

. Oversaw a cooperative advertising and fulfillment budget of $2 million

with Shell franchisees using established art templates, spreadsheets

and communication skills to assist external partners in the production

of billboards, gasoline toppers and outdoor point-of-purchase

materials.

. Provided weekly project status to five departments to assist team with

client notifications, brainstorming, problem resolution and

deciphering timelines.

. Managed the routing flow of creative layouts, ads and print pieces

through all internal departments and assigned team members.

Promotional Assistant 2003 - 2004 Southern Illinois

University

Directed groups of students in the development of advertising strategies

and proposals using secondary research and marketing, customer service and

communication skills to introduce undergraduate students to a business

relationship, find appropriate ways to reach desired audiences and provide

small businesses with resources they could otherwise not have afforded.

Consulted with 30 new and existing businesses and non-profits each semester

on marketing, public relations and corporate strategy to enhance traffic

and company growth.

. Worked closely with clientele and students to determine marketing/

sales issues and devised plans to establish target market and focus

for promotions, thereby building the reputation of the department as a

consultative resource for local businesses, which led to a doubling of

requests for services from local companies each semester.

. Managed student /client progression through weekly meetings to ensure

that client and student requests were being met, assigned grades,

directed research and determined if the relationship was a success.

. Provided key promotional suggestions to boost brand's awareness and

sales while working within the client's limited budget.

. Utilized a combination of earned media, direct marketing, and

traditional advertising to increase sales and traffic by over 50%.

. Crafted surveys and analyzed data using SPSS for final presentations

to clientele.

Asst. Account Executive 2001 - 2002 Draft FCB Ad

Agency

Worked as part of a team to enhance marketing and promotional services for

the largest Burger King Franchiser in the Chicagoland area. Brought forth

ideas for improvement on current promotions and offered research and advice

on local sponsorship opportunities.

. Implemented advertising and point-of-purchase programs for 357 Burger

King franchisees to increase awareness and traffic with combined

annual advertising budget of $10 million.

. Proposed ideas and suggestions for campaigns for clientele through

presentations.

. Reviewed and revised proof of all creative promotional pieces.

. Informed Burger King Corporation of benefits of sponsorship and new

business opportunities.

. Composed informational website pieces explaining Draft FCB's

promotional campaigns.

Education, Training & Affiliations

Master of Business Administration - Southern Illinois University

Carbondale

Bachelor of Science in Marketing - Southern Illinois University

Carbondale

PMI - Project Management Essentials Course

Managing Projects within Organizations

Project Management Overview

Project Management Process Groups

Advanced Data Manipulation and Analysis in Excel

Business Analysis Body of Knowledge

Social Media Magic - Capitalizing on the Conversation Seminar

Communication Effectiveness Training Course

Texas State Insurance License

Corporate Volunteer

Houston Production Managers Association Member

National Sales Network Houston Member

Coordinator, Contract Negotiation, Customer Service, Forecasting, Vendor

Relations, Advertising, Marketing, Budgeting, Training, Financial Analysis,

Relationship Management, Public Relations, Communication Strategy, Brand

Strategy, Campaign Design, Team Building, Needs Assessment, Presentation,

Trend Analysis, B2B Marketing Strategy Development, B2C Marketing Strategy

Development, Brand Building and Development, Competitive Market Position,

Competitive Product Positions, Copywriting and Taglines, Creative Direction

and Leadership, Customer and Marketing Dynamics, Direct and Channel

Marketing, Competitive Market Analysis, E-Commerce Strategy and

Development, Event Planning and Execution, Interactive Media Marketing

Campaign Launch, Marketing Collateral Development, Online Branding

Strategy, Product Naming, Trade Show Execution, Social Media, Small

Business Consultation, Project Management safety, continuous learning,

creativity and innovation, critical judgment, decision making, developing

others, enforcement, financial and management accounting, fostering

learning, information gathering and processing, information management,

initiative, leading and managing change, policies procedures and standards,

organizational awareness, partnering, project management, relationship

building, resilience, resource management, results management, risk taking,

self-confidence, stress management, team leadership, teamwork, visioning

and alignment, impact and influence, strategic thinking, results

management, Learning delivery, learning analytics, relationship

management, higher education, school districts, mutual funds, annuities,

finance, field agents, insurance, communications, metrics, adobe,

Microsoft office, budget planning, expense control, quality assurance,

quality coaching, customer support, customer experience, leadership

competencies, 360, evaluation, organizational effectiveness, business

manager, global responsibility, change management, employee development, on

boarding, acquisitions, mergers, talent management, talent development,

succession planning, learning strategy, strategic planning, ROI, cost

control, enterprise learning, learning reinforcement, training manager,

learning director, performance improvement, performance management,

employee engagement, mentor, coach, workplace learning, competencies,

innovation, assessment, board meetings, best practice, learner engagement,

measurement, vital metrics, learning paths, skill paths, shared service,

bottom line, shareholder value, profitability, job performance, e-learning,

virtual classroom, Word, Excel, PowerPoint, Access, Project, Publisher

account management, advertising, benefits administration, budget

management, conferences, content management, customer relations, direct

mail, editing, cross functional teams, user interface development,

inventory management, marketing, materials management, meeting

facilitation, negotiation, presentation skills, print advertising &

production, process development, programming rules, project management and

planning, quality, quick, scheduling, strategy

Contact this candidate