Customer Service Quality Assurance

Derek D. Hudson, MBA

Business Development . Marketing . Public Relations

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Mobile: 321-***-****

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

Profile

. Polished, solution-oriented business professional with extensive

experience in business development, strategic marketing management, P&L

management, project management, and client relationship management

. Former commissioned naval officer with strong leadership experience,

presentation skills, analytical ability, and the ability to thoroughly

move challenging projects from concept to completion with excellence and

attention to detail while developing others

Key Expertise

. Business Development

. Strategic Marketing

. P & L Management

. Project Management

. Client Relationship Management

. Public Relations

. Proposal & Contract Development

. Quality Assurance & Process Improvement

. Excellent Verbal & Written Communication Skills

. Excel, Word, PowerPoint, Outlook

Professional Experience

Director of Public Information and Public Outreach, Global-5

Communications, Longwood, FL - 2005 to 2009

. Developed and implemented long range marketing and communications

strategies while serving as public relations spokesman for multiple

Florida Department of Transportation interstate improvement design and

construction projects totaling $748 million through 15 cities in

Central Florida

. Created and managed public relations project budgets totaling $2.8

million while working closely with civil engineers and leading a cross-

functional team of administrative support staff, copywriters, public

information specialists, graphic artists, photographers, videographers,

and internet technology (IT) professionals

. Lead business development, client relationship management, proposal

development, and contract management activities while calling on and

working closely with senior client executives and project managers in all

project phases - study, design, and implementation

. Spearheaded and managed stakeholder identification and database

development, government liaison, print and web-based content management,

display advertising, direct-mail, strategic electronic newsletter

development and distribution, etc.

. Planned and supervised special media and public relations events while

proactively educating and favorably influencing television, radio, print

and trade journalists regarding positive story angles

Key Achievements

V Delivered high impact, cost-effective, value-added media advertising

equivalencies by developing and disseminating key messages via print

and electronic media kits comprised of press releases, fact sheets,

scripted PowerPoint and video presentations with voice-overs, computer

simulations, graphics, etc.

V Created and implemented quality assurance control processes for

developing clear, strategic messages for state government approval and

public dissemination via various channels - project web sites,

electronic newsletters, news releases, digital audio/visual

presentations, print collateral, and electronic media kits

V Transformed proof of performance reporting process and format

including introducing chart-based metrics and analytics for value-

added ease of understanding for decision making clients

V Developed and implemented the Strategic Communications Plan for the

largest Florida Department of Transportation project in Central

Florida history, a 3 year, $122 million construction project

V Supervised development and distribution of more than 200 weekly

electronic newsletter editions and 16 quarterly print newsletters

editions with a readership of approximately 430,000 key stakeholders

and customers

V Delivered positive client representation by providing polished on-

camera interviews for Orlando market news stations (WESH, WKMG, WFTV,

WOFL, CFN) in addition to providing interviews for Central Florida

print media (Orlando Sentinel, Sanford Herald, Daytona Beach News

Journal, Lakeland Ledger)

Public Relations Consultant, Keith and Schnars Civil Engineers, Altamonte

Springs, FL - 1997 to 2005

. Conducted public relations and outreach activities for the Florida

Department of Transportation as part of a 6-year, $2.5 billion study

project regarding to improvements for 73 miles of interstate highway

through 4 counties and 15 municipalities

. Created content for outreach materials including newsletters, fact

sheets, news releases while providing customer-focused technical

information translation for stakeholders impacted by multiple projects in

Central Florida and South Florida

Key Achievements

V Spearheaded a proactive community outreach program which engaged more

than 26,000 stakeholders in individual and group meetings - business

leaders, government officials, community interest groups, and property

owners

V Increased public participation in transportation planning in Central

Florida by 61% by creating a customer-focused approach to providing

clear, accurate, timely information regarding sensitive projects with

major impacts

Marketing/Referral Development Coordinator, Quality Healthcare, Daytona

Beach, FL - 1995 to 1997

. Lead business development, strategic marketing, consultative sales, print

advertising, community relations and media liaison activities for

inpatient and outpatient mental health and chemical dependency treatment

centers

. Provided top tier client relationship development and management

targeting decision-making healthcare professionals including physicians,

hospital emergency room directors, medical directors, healthcare

administrators, etc.

Key Achievements

V Increased average daily patient census by 25% by developing and

executing effective business development and strategic marketing plans

V Coordinated local activities for revenue-generating special marketing

and educational events including Depression Screening Day, National

Anxiety Disorder Screening Day, community health fairs and conferences

V Conducted 25 to 30 field marketing calls per week developing new and

existing key referral sources

Christian Education Consultant, Strang Communications, Lake Mary, FL - 1994

to 1995

. Conducted business development, consultative sales, and customer service

for retail and educational accounts in 6 states

V Two time fiscal period sales leader

Area Manager, PEPSICO/Pizza Hut, San Diego, CA and Orlando, FL - 1991 to

1993

. Supervised business development, P&L management, budget preparation,

operations management, customer service management, quality assurance,

and training for 9 restaurants which generated $6.1 million in annual net

sales

Key Achievements

V Transformed a declining business unit into an upward trending profit

center by improving cost controls and setting high standards of

customer service and product quality - promoted ahead of peers to

multiple store manager position

V Achieved annual controllable profit growth of 30.7% among 9

restaurants in 5 cities

Commissioned Officer, U.S. Navy (Lieutenant), Deep Submergence Unit and USS

Fitch (FFG-34) - 1985 to 1991

. Managed a supply/procurement and inventory control department with a $

3.5 million annual procurement budget and an inventory valued at $30

million as part of logistics support for U.S. Navy's highly specialized

deep submergence assets

. Orchestrated sales campaigns as Retail Sales Officer and contributed

$50,000 to the U.S. Navy's welfare and recreation fund by consistently

surpassing stock turn objectives

. Managed a $ 2 million annual payroll for 200 military personnel and

disbursements for official goods & services procured in the United States

and abroad -Middle East, Western Europe, Mediterranean, etc.

Key Achievements

V Streamlined supply management procedures by consolidating and

implementing a "demand pooling" inventory management approach thereby

reducing annual spending by 14% and saving the U.S. Navy $450,000

V Implemented fiscal management quality assurance controls which

resulted in high accuracy rates and "Outstanding" scores on major

unannounced and comprehensive fiscal accounting audits

Education:

Executive MBA - Finance Concentration - Rollins College, Winter Park, FL

B. S. Physical Science - U.S. Naval Academy, Annapolis, MD

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