Customer Service Management

Aaron A. Reid

*** ***** **** ***** - *********, MD 21804 - ***********@*****.*** - 410-***-****

Objective

Deliver measurable results through business management, marketing, and collaboration skills to increase

efficiency and profitability for an organization committed to productive and meaningful growth.

Professional Profile

• Intrinsically and extrinsically motivated, deadline-driven, and detail-oriented

• Problem-solver consistently analyzing strategies for improving efficiency and productivity

• Proven success in business development, management, sales, marketing, and customer service

• Strong organizational, administrative, technology, and oral and written communication skills

• Leader in developing and directing operational, budget, and human resources systems

• Ability to succeed in both team and individual settings with partners from diverse backgrounds

• Pragmatic user of financial, operational, technological, and relational risk management

• Flexibility in managing multiple responsibilities in fast-paced work environments

• Proficiency in MS Office, website and database management, and IT system development

Professional Skills & Experience

Managerial & Supervisory

• Managed business development teams across four counties with a three year 25% profit increase

• Provided leadership for analyzing annual budget proposals totaling $85 million,

identifying market demand, ensuring realistic outcome measures, and building consensus

for approval

• Supervised a direct marketing campaign with a 550% rate of return and a 56% cost reduction

• Recruited, trained, supervised, coached, and evaluated over 50 staff and 200 volunteers

• Led eight committees and work-groups by providing data-driven support and guidance

• Directed medium and long-term strategic planning simultaneously with short-term staffing needs

Customer Service

• Used IT systems to track over 15,000 clients to establish and maintain productive partnerships

• Managed customer relationships with over 150 businesses and organizations annually

• Developed and led educational seminars and workshops for over 25 business partners

annually

• Customized client-specific business proposals with a 41% profit increase over 3 years

• Facilitated contract negotiations with suppliers and monitored service compliance

• Co-chaired a conference providing low-income families with resources for financial

stability

Sales & Marketing

• Created and delivered over 100 presentations to current and potential customers annually

• Increased current account revenue by 14% within 2 years of overall account ownership

• Directed the development and implementation of promotional materials and media strategy in

multiple markets to create and maintain product awareness and branding

• Served as spokesperson to newspapers, radio stations, and ABC and CBS television affiliates

• Networked within Chambers of Commerce, civic organizations, and communities at-large

• Produced and hosted 30 monthly half-hour public-access television shows

Project Development

• Coordinated a partnership between The Ohio State University, the Columbus Public

Schools and The Salvation Army to increase educational opportunities for at-risk children

• Facilitated an initiative to improve company-wide information sharing and communication

• Researched, wrote and administered grants to fill budget gaps in cost centers

• Designed and managed programs and initiatives to meet demand from specific market segments

• Regularly practiced project management methodologies to stay in line with budgets

• Monitored progress toward project outcomes and adapted strategies to meet or exceed goals

Employment History

• Assistant Director, United Way of the Lower Eastern Shore,

Salisbury, Maryland, 2008-present

• Director of Donor Relations, United Way of the Lower Eastern Shore,

Salisbury, Maryland, 2006-2008

• Eastern Shore Coordinator, National Multiple Sclerosis Society-Maryland Chapter,

Salisbury, Maryland 2005-2006

• Director of Education, The Salvation Army of Greater Columbus,

Columbus, Ohio, 1999-200

• Program Manager, The Salvation Army of Greater Columbus,

Columbus, OH, 1998-1999

Education

• University of Maryland, Adelphi, MD, Master of International Management, August 2010

• Otterbein College, Westerville, OH, Secondary Education Certification, May 1998

• Florida Atlantic University, Boca Raton, FL, Bachelor of Arts in History, August 1994

• Miami-Dade Community College, Miami, FL, Associate in Arts, May 1992

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