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Customer Service Manager

Location:
Madison, Wisconsin, 53716, United States
Posted:
March 21, 2011

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

**** *. ******** *****, ******* WI 53716 (c) 608/***-****

******.**************@*********.***

OBJECTIVE

Provide exemplary communication and public relations skills to the State of

Wisconsin Department of Revenue

CAREER SUMMARY

. Twenty years professional experience in communications, media and

public relations

. Fifteen years additional experience in customer service, marketing and

promotion

. Energetic, poised, dedicated and resourceful; an exceptional project

manager and team-player

EXPERIENCE

Strategic Communications and Public Relations

. Prioritize organizational communications objectives; counsel

leadership to implement proactive public relations and communications

strategies to achieve business goals

. Develop, implement and measure communications campaigns and coordinate

marketing strategies to reach members, executives, the media and the

public

. Identify strategies for brand enhancement and increase public

perception of programs or services

. Promote agency programs, services and achievements to targeted

audiences using established statewide radio, newspaper, television and

industry publication contacts

. Analyze and align individual department goals and challenges to the

corporate mission

. Implement long-term communications plans for various public relations

departments, state agency divisions and volunteer committees

. Maintain Intranet and Internet website, targeting diverse audiences,

members versus public implement statewide branding strategies to

maintain positive perceptions of the public

. Assess target market needs and disseminate complex program or service

information into accurate layman's terms

. Measure and track internal and external campaign and promotion

responses, modifying or enhancing as needed, reporting progress and

achievements to executives

. Prepare and update electronic and print publications and informational

materials; coordinate and implement public information and consumer

education programs

. Respond to oral and written information requests; serve as the

secondary agency spokesperson

Management

. Update brochures and website content and develop new information

consistent with the agency's strategic business plan

. Edit all external content to meet PSC style guidelines and

create, edit and proof website reports

. Train staff on various media strategies for people, products, services

and consistent message development and delivery

. Create customized communications for various targeted audiences in

print and broadcast media that meet strategic goals and objectives of

the organization while highlighting benefits to members

. Implement effective marketing program and service strategies for

21,000 in-state and out-of-state members, executives, the media and

the public

. Customize communications plans for various audiences focusing on

message simplicity and consistency or requesting action responses

. Coordinate and organize cohesive communications campaigns with various

departments, divisions or businesses; measure and report campaign

effectiveness

Public Education and Awareness

. Coordinate earned and paid media efforts, including news events and

electronic media campaigns

Evaluate public outreach effectiveness and educational materials used;

suggest changes as needed in content, format, and distribution of

materials

Implement and manage the Bar's branding initiative; defining the

corporate message by promoting the three positive qualities the public

values regarding lawyers

. Develop and disseminate educational materials

. Direct advertising agency efforts, freelance writers and print

projects from inception to completion

. Prioritize department or company-wide communications objectives;

implement efficient, effective strategies to reach intended audiences

. Direct, design, coordinate, and implement communications programs

which promote consumer education and understanding of agency programs

and services

. Create promotional advertisements highlighting the organization as a

media resource

. Design print and electronic newsletters for dissemination to members

. Develop fact sheets that explain Commission decisions and

policies

Research, interview, write and edit newsletters, releases, articles

for industry publications; coordinate press conferences and media

events

WORK HISTORY in MADISON, WISCONSIN

06/08 to present Communications Specialist Senior

Public Service Commission of Wisconsin

07/07 to 05/08 Self-employed Public Relations Consultant

01/07 to 06/07 Firm Communications Manager

Virchow Krause & Company, LLC now Baker

Tilly

08/04 to 12/06 Public Relations Coordinator

State Bar of Wisconsin

10/00 to 8/04 Communications Specialist Advanced

Department of Workforce

Development

08/99 to 10/00 Communications Director

Madison Area Builders Association

11/95 to 05/99 Marketing & Membership Director

Wisconsin Auto & Truck Dealers and

Hospital Associations

10/93 to 10/95 Public Relations Director

Total Administrative Services Corporation

FORMAL EDUCATION

1989 University of Wisconsin-Madison; Bachelor of Science, Agricultural

Journalism

Emphasis: Broadcast, print media and public relations

ADDITIONAL SKILLS

Highly computer literate; desktop publishing and photography experience;

television and radio production capabilities; extensive research, writing

and editing experience, public speaking; electronic presentation skills;

diverse capabilities to handle stressful situations; ability to work

effectively in team settings, securing cooperation and agreement in

situations where conflicting objectives exist.



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