Customer Service Sales

Kendra Henson

Accomplishments & Key Strengths

. Researched, wrote, and developed a 'Customer Experience Manual' that was

implemented and highly recognized company-wide in 260+ Paul Davis

Restoration franchises across the country. The manual teaches franchisees

how to deliver superior customer service and maintain a customer for life.

. Personal sales and marketing efforts contributed to an increase of 25% in

company sales in a 9 month period.

. Proven ability to quickly learn new roles, i.e. web development

. Strong interpersonal and relationship-building skills

. Effective conflict resolution abilities

. Excellent written and verbal communication skills

. Experienced at Project Management

Professional Experience

Marketing Representative - Paul Davis Restoration of Augusta/Aiken,

Augusta, GA ? March 2010 - Present

. Build & maintain relationships with primarily B2B clients, i.e. Insurance

Agents & Adjusters, Realtors, etc.

. Create brand awareness throughout the Central Savannah River Area (CSRA),

resulting in increased sales.

. Maintain company website and e-newsletter campaigns.

. Create & implement marketing campaigns.

. Visit approx. 8 - 12 clients daily in a face-to-face setting (sales

calls).

Marketing Operations Specialist - Paul Davis Restoration, Inc.,

Jacksonville, FL . February, 2006 - March 2010 (Franchisor office -

Headquartered in Jacksonville, FL)

. Taught franchisees how to achieve exceptional customer service and

maintain a customer for life, via the 'Customer Experience Program.'

. Project management for the Strategic Marketing Plan, including the

development of marketing programs and collateral.

. Managed marketing vendors, staying in constant communication to ensure

timely delivery of products.

. Small meeting and event planning for executive team and committee.

. Wrote and edited content for marketing materials, company-wide

newsletters, email blasts, manuals, etc.

. Maintained the company's intranet and external website

. Acted as point of contact for franchise inquiries; served as resource for

franchisees and local marketers to assist them with their marketing and

branding needs.

. Assisted with the development and tracking of company-wide Public

Relations initiatives.

. Conducted marketing trainings & courses at conventions, meetings, etc.

Patient Care Coordinator - Psychiatric & Behavioral Management,

Jacksonville, FL . 2005 - 2006

. Checked patients in, handled conflict resolution, coordinated

appointments, handled monetary transactions and insurance information, as

well as confirmed prescriptions and prescription drug samples.

Assistant Manager - Sierra Grille, Jacksonville, FL . 1999 - 2003

. Oversaw employees, handled conflict resolution, managed cash flow and

nightly paperwork, oversaw safe food handling operations and storage, and

maintained proper food inventories. Also acted as evening cook.

Education

Bachelor of Arts Degree in Psychology, with minor in US History, Dean's

List - University of North Florida .Jacksonville, FL . April 2006 . GPA

3.25 (4 point scale)

Associate of Arts Degree, Dean's List - Florida Community College .

Jacksonville, FL . April 2004

***************@*****.***. 904-***-****

528 Marble Falls

Grovetown, GA 30813

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