Customer Service Manager

Tom Herrmann

**** ****** ****

Edwardsville, IL *2025

618-***-**** **********@*****.***

CAREER SUMMARY

Corporate Communications and Public Relations Professional with 15 years

experience in strategic corporate communications, media relations,

community relations, internal communication, marketing and crisis

management. Proven success in media relations with local, trade and

national media. Strong background in developing integrated internal

communications programs, launching local and national employee programs.

Extensive experience in crisis management and building community

partnerships.

Skilled in

Corporate Communications Issues Management Crisis Communications

Writing, Copy Writing and Staff Development Strategic Messaging

Editing

Brand Awareness Internal Communications Public Speaking

Spokesperson Role Managing PR Agencies Strategic Partnerships

Media Relations Social Media Newsletters

E-communications Website Content Corporate Presentations

Event Planning Marketing Executive Communications

PROFESSIONAL EXPERIENCE

AMERICAN WATER, Alton, IL 2008 - Present

Corporate Communications Manager

Member of national corporate communications team representing customer

service centers in Alton, Illinois and Pensacola, Florida, for the nation's

largest investor-owned water utility.

. Developed communications program linking corporate communications in 19

states to the customer service representatives, improving efficiencies

and increasing customer satisfaction ratings.

. Established program that improved customer letter program using

professional communications, including writing a weekly internal blog for

more than 500 employees.

. Prepared all content for the company's new customer self-service Web

site, including all internal communication, executive communicating,

branding (My H2O Online) and marketing; the site exceeded the company

goal of 200,000 registrations by 50 percent, reduced demand at the

customer service center and contributed to lower customer service costs.

. Served on the team that established the company's social media policy and

presence.

FREELANCE WRITER, St. Louis, Mo. 2007 - 2008

Clients included the Chicago Tribune, St. Louis Business Journal, St. Louis

Daily Record, others.

. Wrote extensively about the legal industry, St. Louis area businesses and

assisted Chicago-based reporters with news coverage in southern regions

of Illinois.

DYSART UNIFIED SCHOOL DISTRICT, Surprise, AZ 2006 - 2007

Public Information Officer

Led all communications and public relations strategies for one of Arizona's

largest school districts, with more than 21,000 students and more than 20

schools. Worked as part of the district's executive team to ensure

excellent communications with all audiences.

. Improved the district's reputation through extensive media and community

relations.

. Played key role in successful school bond issue election campaign that

won voter approval.

Tom Herrmann Page Two

SCHALLER ANDERSON HEALTHCARE, Phoenix, AZ 2005 - 2006

Senior Communications Manager

Provided internal communications leadership and member communications

supervision for Fortune 500 health care administration company.

. Led preparation and production of newsletters to health plan members in

more than 20 states that educated health plan members about healthy

living activities and controlled company costs.

. Led creation of the company's first Intranet, linking sites across the

nation.

SCOTTSDALE UNIFIED SCHOOL DISTRICT, Scottsdale, AZ 2006 - 2007

Public information officer

Led all communications, marketing and public relations strategies for one

of Arizona's highest-rated and largest school districts, with nearly 30,000

students and more than 20 schools. Worked as part of the district's

executive team to ensure excellent communications with all audiences.

. Created and implemented a communications plan to positively introduce a

new superintendent to teachers, district staff, parents, media and

community leaders

. Led team of school and community leaders in creating the district's first

marketing plan that successfully attracted more students and increased

district revenue.

DIAL CORPORATION, Scottsdale, AZ 2000 - 2003

Director, Corporate Communications

Provided media relations, internal communications, executive communications

and community relations for one of the nation's best-known consumer

products companies.

. Arranged live interviews for the CEO on CNBC on each earnings day to

provide the company a national forum to discuss its growth on equal

footing with larger competitors; worked with local, national and trade

media to improve coverage of the company.

. Established business relationships with other prominent Scottsdale

companies (Mayo Clinic Scottsdale) to strengthen the company's connection

with the community.

BANNER HEALTH SYSTEM, Phoenix, AZ 1995 - 2000

Internal Communications Manager

Produced all system internal communication to 13,000 employees in eight

hospitals across Arizona.

. Provided communications counseling and support to the Human Resources

Leadership Team, offering advice on the best communications approach to

challenges and creating those communications.

. Wrote and edited all content on the company's first-ever Internet and

Intranet sites; including participation in a live surgical special event

to introduce the site to audiences nationwide.

EDUCATION

BA, Double Majors in Journalism and Economics, Indiana University,

Bloomington, IN

PROFESSIONAL AND COMMUNITY ACTIVITIES

Public Relations Society of America, Phoenix and St. Louis Chapter

International Association of Business Communicators, Phoenix and St. Louis

Chapters

Member, Board of Directors, American Red Cross, Southwest Illinois

Member, Disaster Action Team, American Red Cross, Grand Canyon Chapter

RiverBend Growth Association, Alton, IL

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