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Customer Service Manager

Location:
Peachtree City, GA, 30269
Posted:
April 04, 2011

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Resume:

Jacqueline M. Arnold *** Aster Ridge Trail ( Peachtree City, GA

30269

678-***-**** ( abhoa6@r.postjobfree.com

Qualifications for Senior Management

Possesses 20 years of experience in community/public relations, marketing,

writing/editing, corporate communications, training, and volunteerism

within a variety of award-winning organizations, including media,

government, non-profit, energy, manufacturing, property management,

healthcare, and retail. Background encompasses extensive international

experience; lived/worked overseas for over five years, studied business in

China, and traveled to 29 countries. Applies a global perspective in

building organizations, focusing on best practices and service excellence.

Recognized protocol, diplomacy, and relationship expert. Works well under

pressure, both individually and collaboratively. Utilizes strong critical

thinking, analytical, and problem solving skills to devise creative

solutions to complex issues. Holds two master's degrees.

Strategic/Business Project Idea Customer Service

Planning Management Development

Policy Event Planning Proposals Client Relations

Development/Improveme

nt

Total Quality Fundraising Branding Research

Management

Malcolm Baldrige Sponsorship Team Building Start-Ups/Closur

Standards Mgt. es

Key Contributions

. Initiated, developed, managed, and enhanced collaborative relationships

with congressional, community, and business leaders to align strategies,

partnerships, and service missions. Served as a key representative for

international relations, sponsorship, and fundraising.

. Provided executive leadership planning, writing, and packaging for a

grant/award under DoD/Army/Malcolm Baldrige-based criteria to achieve a

Large Communities of Excellence win.

. Provided marketing and implementation leadership for the largest military

sporting event in Europe, handling all aspects of marketing, vendor

relations, and commercial sponsorship.

. Re-engineered customer service initiatives, led office/department

consolidations and closures, and turned around service activity's $1.2M

loss, resulting in a team receiving the Civilian Incentive Award

. Wrote, edited, and published multiple publications, including a weekly

newspaper, radio show, and magazines with USAEUR distribution for a full-

service marketing/ad agency and public affairs office.

. Opened three new large accounts for a national department store within

the first six weeks as an account manager. Coordinated special events

with national guest artists in addition to directing the retail

operations of three large cosmetics departments as a regional manager.

. Leveraged sales, service, recruitment, and leadership strengths to

establish a sales unit from the ground up, growing a unit of nine high-

performing managers within six weeks.

Career Track

Freelance Technical Writer, Published Author, Marketing Consultant,

2009-Present

Executive MBA, student 2005-2007

Director of Marketing and Customer Communications, The Energy Group 1998-

1999, 2007-2009

Played a critical role during the company's start-up phase (January 1998-

August 1999) and drove marketing model and business plan development during

its growth phase. Led efforts to identify potential customers, define

communication channels, and execute marketing campaigns. Contributed to

strategic planning, branding strategy development, and sales cycle

activities. Cultivated key client relationships.

. Created comprehensive strategic business plan, complete with targets and

strategies, including five-year plan initiatives.

. Authored marketing materials to build and develop the brand. Designed,

deployed, and administered marketing campaigns, aligned with business

plan objectives, to achieve sales targets and growth goals.

. Identified and integrated new media, interactive, and electronic media

and marketing strategies. Developed an electronic newsletter, utilizing

Constant Contact.

Continues...

Jacqueline M. Arnold 678-***-**** ( abhoa6@r.postjobfree.com (

Page Two

Marketing Consultant/Technical Writer, National Companies (Fergusons,

Siemens, Yokogawa) 1999-2007

Performed full-scale client and business development activities. Conducted

site visits, executed marketing analyses, and advised decision makers on

sales/marketing strategies. Created customer service surveys, press kits,

timelines, and business drivers, such as strategic business plans.

Composed magazine articles and newspaper releases. Coordinated

endorsements from members of the US Congress.

. Conducted training and technical writing activities for the national

headquarters, staff, and satellite offices of Ferguson's Inc., a leading

HVAC system manufacturer. Developed web-based training content for

company-wide training delivery. Created customer surveys and formulated

questions.

. Authored technical documentation for QS 9000 audit compliance activities,

resulting in a successful audit for Siemens Automotive. Performed gap

analysis, verified quality and other processes, and facilitated

interdepartmental communications.

. Contributed two manuscripts and a foreign language book to Gallopade

International's Carole Marsh mystery series, available at major

bookstores.

. Served as an author, program advocate, and registered volunteer for

www.americadays.com. Supported a "charity of the month" for one year,

logging 350+ hours. Supported the National Freedom Corps by encouraging

others to volunteer and register their hours (1,500+) to meet the

president's call to lifetime hours of volunteerism.

. Worked with other clients as well, including Annabelle's, Chaps, and

Healthcare Team Training.

Marketing Chief and Special Projects Officer-Programs of Excellence,

Department of Defense 1992-1997

Provided executive leadership and business objectives support to four

American military communities serving military families, soldiers, and

civilian employees. Provided full-service marketing support and

contributed to or created all creative copy distributed through an in-house

marketing and advertising agency. Assisted with customer service, special

projects, volunteer programs, and mission/branding strategy deployment.

Handled community relations, serving as a German/American liaison,

Ambassador to the Pentagon, Executive Steering Committee Member, Process

Action Team Leader, and EEO representative. Supervised a staff of five.

. Managed full-scale marketing service for 30 accounts, including revenue-

generating, outreach, tourism, and service facilities.

. Counseled business operators and managed key client/international

relations and volunteer programs.

. Administered customer service programs, including QA, customer service

standards, and retention.

. Authored training modules on SOPs for 203 service providers/managers.

. Reached large readership/markets through marketing collateral,

publications, and a weekly radio show.

Additional Experience: Journalist/Editor for Fort Campbell Courier,

Daleville Sun Courier, and Gulf Shores Islander; Alabama House of

Representatives Page; Manager for Tupperware; Licensed Realtor in Alabama;

Account/Regional Manager for Color Me Beautiful; Property Manager for CRG

Realty; Public Relations Intern for University of South Alabama Medical

Center and Deep South Girl Scout Council; Radio DJ; Director of Admissions

for City Colleges of Chicago; Substitute Teacher for public schools.

Credentials

Master of Business Administration, Leadership and Global Initiatives,

University of Georgia

Master of Human Relations, Organizational Behavior and Counseling,

University of Oklahoma

Bachelor of Communication Arts, Journalism and Public Relations, University

of South Alabama

Affiliations

American Marketing Association - Member/Membership Committee Member; Boy

Scouts, Girl Scouts, Catholic Diocese, Public SchoolS, National Arthritis

Foundation, Patient Advocate Foundation - Active Volunteer: PEEPLE'S PTO,

VP, HOLY TRINITY, CHRP 15, RCIA SPONSOR



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