Customer Service Sales

Tracy Bass

*** ****** ****** ********, ******* 30643

404-***-**** *******@**********.***

EXPERIENCE

**/** - **/** ********** Communications

Shawnee, Oklahoma

Director of Marketing

o Directed marketing operations for MSO including creation and execution

of all residential marketing strategies for RGU growth through

acquisition, retention, and upgrade initiatives

o Created all internal and external communications including

newsletters, customer growth and maintenance campaigns, employee job

aides, media copy and graphics, news releases and press kits, and

other sales related materials

o Created and executed all corporate advertising initiatives including

creative and editorial content and coordinated and tracked campaigns

with cross functional teams

o Developed and implemented customer service training and education as

well as supporting special projects and sales incentives such as

customer retention during rebuilds, technology upgrades, system

closures, billing system conversions, retransmission consent and rate

increases interfacing with company employees in call center, field

offices, technical offices, and customer storefronts for coaching and

customer monitoring

o Provided daily, weekly, and monthly analytics on customer statistics

related to service counts, daily gain-loss activity, targeted

promotions, and sales by channel

o Administered outside sales activities for direct sales and audit

teams, development and maintenance of contracts, accounting and

billing for invoicing with verification of work performed, and

recruitment of new vendors

Allegiance Communications Information: Approximately 200,000 homes

passed in Arkansas, Kansas, Missouri, Oklahoma and Texas with 138 head

ends and over 200 communities served. Systems offer up to triple play

(cable, internet, and phone). Community demographic is rural to mid-

size.

08/05 - 6/07 Charter Communications Wausau,

Wisconsin

Sales & Marketing Manager

o Analyzed daily reporting to assess current customer base, growth

areas, and needs for marketing initiatives

o Worked with customer service, technical, and call center staff to

ensure increased subscriber acquisition and retention through sales

and marketing updates, training, and continued support

o Directed internal staff consisting of customer direct sales

representatives (6), contractors (4-12), and sales assistant,

monitoring success against performance management objectives

o Coordinated local efforts for new product launches, including Charter

Telephone, Video On Demand, 10M High Speed Internet, and other sales

and marketing targets

o Processed customer escalations through to resolution, with an emphasis

on customer retention

o Oversaw local media programs and advertising direction through

advertising agency representatives, with local hands on emphasis on

radio endorsement agreements, negotiation of remotes and special

events coverage, and input to agency on appropriate media buys within

the local sales areas

03/04 - 08/05 CommuniComm Services (James Cable)

Roanoke, Alabama

Customer Care Manager (05/05 - 08/05)

o Managed internal staff of customer care representatives and overall

customer service operations

o Trained and mentored CCR staff regarding subscriber acquisition,

retention, and disconnects

o Handled customer escalations and issues

o Maintained contact and direction of third party vendors

Marketing/Sales/Office Manager (03/04 - 05/05)

o Developed marketing programs for small cable system, including all

direct mail initiatives, sales tools, media relationships, and other

promotional activities

o Managed direct sales activities, door-to-door sales staff, customer

service representatives, and other customer care specialists

o Maintained daily accounting of customer retention, new subscriptions,

and other statistical data

o Developed and managed marketing budget

1994 - 2003 Experience

03/03 - Madison-Morgan County Temporary Employee Madison, Georgia

06/03 Chamber of Commerce - Administrative

Support Services

08/01 - Hishi Plastics USA, Inc. Account Executive Lincoln Park, New

01/03 - Southeastern Jersey

United States

05/01- General Graphics Office and Atlanta, Georgia

08/01 Corporation Customer Service

Manager

02/98 - Diversified Label, Inc. Marketing Birmingham, Alabama

04/01 Coordinator -

Graphics Design

09/94 - Talladega County Public Information Talladega, Alabama

02/98 Emergency Management Officer

Agency

EDUCATION

Bachelor of Arts, English, 1992 Jacksonville State University,

Jacksonville, Alabama

(Minor: Communication)

. Omicron Delta Kappa, national leadership honors society

. Sigma Tau Delta, national English honors society

. Phi Eta Sigma, national freshman honors society

. Who's Who in American Colleges and Universities

additional Skills/Training

Graphics Applications: Adobe Illustrator; Adobe Photoshop; Quark Xpress;

Microsoft Publisher; Microsoft Power Point; Adobe PageMaker

Word Processing & Data management: Microsoft Word; Corel Word Perfect;

Microsoft Excel; ICOMS, Cable Data, RR, GLDS WinCable

Training: Various Joint Information Center courses through FEMA - 1994-

1998; Introductory Course in Flexography, Clemson University, March 2000;

Lake Oconee Area Chambers of Commerce, Entrepreneurial Academy, 2003

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