Customer Service Management

R. Whitney Dean ** Lyman Road, Framingham, MA ****1 . 508-788-

6325

*******.********@*****.*** . LinkedIn Profile:

www.linkedin.com/in/whitneydean[pic]

Professional Profile

Certified Meeting Professional (CMP) offering more than ten years'

experience as association meeting planner combined with 25 years of related

experience in the hospitality industry.

Areas of Expertise

Meeting planning and management

Logistics (site selection & negotiation, F&B, a/v, VIP housing)

Marketing collateral (print and electronic)

Speaker management

On-site management (registration, temporary staff, program materials)

Post-event evaluation and reporting

Registration management

Manage RFP process to select on-line registration vendor for 6

national conferences (200-3600 attendees) from research to contract,

resulting in bottom line savings of 23% in basic services, 18% in on-

site services from previous year. Greater functionality of selected

vendor resulted in time savings for internal staff and product was

more user-friendly for attendees

Supervise development of registration websites and manage processes

for all attendee categories for all 6 conferences

Manage all on-site registration staff and functions for each

conference

Handle customer service inquiries and issues relative to conference

registration

Member services

Create, maintain member database

Manage member communications (email blasts)

Administer certification program (application through exam)

Professional Experience

Vendome Group, LLC, Conference Division, Bedford, NH 2008 to 2010

Manager of Registration Services

Harrington Management, Inc., An Association Management Company, Waltham, MA

1997 to 2008

Administrative Director

Meeting Planner & Director of Member Services for American Lithotripsy

Society,

Urology Society of America, Meeting Professionals International, New

England Chapter

American Academy of Arts & Sciences, Cambridge, MA 1993 to 1995

Director of Events

Coordinated Academy events (registration, food & beverage planning and

service, internal billing)

Marketed Academy facilities to outside users and facilitated all aspects

of events

Pine Manor College, Chestnut Hill, MA 1980 to 1993

Director of Special Events

Responsible for sales and marketing of college facilities to outside

groups for meetings,

residential conferences, social events.

Coordinated campus services for group events (housing, meeting rooms food

service, parking, security)

Education

University of Connecticut, Storrs, CT: M.A., Medieval Studies

University of Connecticut, Storrs, CT: B.A., Political Science

Awards & Certification

Certified Meeting Professional (CMP), 2007

Convention Industry Council

President's Award, 2005

Meeting Professionals International, New England Chapter

Meeting Professional of the Year, Supplier Category, 1990

Meeting Professionals International, New England Chapter

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