Customer Service Management
Resume:
JESSICAPOHTO
CREATIVE TECHNOLOGY & MARKETING PROFESSIONAL
*** ***** **** ******, *** Park, IL 60304 location
330-***-**** daytime phone
http://www.linkedin.com/in/jessicapohto web
EXPERTISE
Innovative professional builds successful and marketable programs based on
combined strengths and experience in conceptualizing, visualizing,
coordinating, liaising, team building, motivating and mentoring. Adept at
establishing and accessing community resources and partnerships to provide
exposure and enrich end-user education and experience. Leverages
additional technical experience to design and utilize broad range of
traditional and new media, and optimize the benefits of data / quality
reporting.
STRENGTHS & SKILLS
Training Materials / Documentation . High-impact Presentations . Change
Management . Event Planning . Customer Service
Executive Communications . Public Speaking . Process Development . Project
Management . Team Leadership and Motivation
PROFESSIONAL EXPERIENCE
Allstate Insurance Company - Southeast Regional Office, Atlanta, GA
2003 - 2009
Marketing Design Coordinator, January 2009 - November 2009
Designed promotional materials for classes and programs; classroom
materials; instructionally advantageous layouts; presentation templates.
Managed external vendors and internal agency clients including upholding
strict standards for corporate branding.
< Provided training to regional, vendor and agency partners to uphold and
support strict standards for corporate branding.
Corporate Relations Representative, September 2008 - November 2008
Filled an experiential dual-position role, merging technology skills with
traditional public relations / event management.
< Proposed and won approval from executive management to implement
systems improvement project for regional communications / PR, including
introduction of streamlined work processes / technology solutions.
LAN Technology Consultant, July 2005 - January 2009
Focused on training, providing detailed guidance to end-users, process
improvement, and change management processes. Proven ability to analyze
business needs, organize productive project teams, solve problems and
implement solutions.
< Worked with Subject Matter Experts (SMEs) to deliver up-to-date
security, performance improvement, and change management courses.
Incorporated blended and accelerated learning techniques in course
design/delivery.
< Created / delivered previously nonexistent interactive training guide
for ~1200 agency self-conversions to new technology.
< Received the 2006 Regional Silver Pioneer Award for innovative thinking
and collaboration.
Agency Technology Coordinator, August 2004 - July 2005
Coordinated project timelines and tracked completion of target dates for
agency openings & closings throughout the region. Identified appropriate
vendors and assisted in the procurement of equipment and services.
Utilized organizational skills to handle multiple tasks and ensure site
readiness while meeting customer commitments.
< Effectively handled data collection, validation, conversion and set-up
to ensure that due dates are met for site setup.
< Designed several tracking procedures and checklists to maintain
adherence to strict project timelines.
Customer Advocate, June 2003 - August 2004
Retrieved, managed, and distributed policy data to agencies facilitating
the management and resolution of customer issues. Effective communicator
and team player with demonstrated analytical, problem solving and decision-
making skills.
< Collected / organized / analyzed data from >10 sources to create
tracking models for department functions.
Allstate Insurance Company - Data Center, Hudson, OH 2002 - 2003
Remittance Management Specialist, February 2002-June 2003
Managed inbound agency calls, processed customer payments and entered data
for Easy Pay (EZP) automatic deductions.
< Designed and implemented new macros, simplifying the customer setup
process.
Newbury High School - Newbury, OH 1999 - 2002
Technical Coordinator
Provided computer hardware and software repair and installation. Completed
additional services including supplier communication, orders, inventory,
budgeting, presentations, and training.
< Provided additional assistance by training and entering student
information in the new eSis student tracking software.
SUPPLEMENTAL PROFESSIONAL EXPERIENCE
Atlanta Community ToolBank, Atlanta, GA
Member - Board of Directors (2006-2008) / President - Board of Directors
(2008-2010)
The Atlanta Community ToolBank stewards an inventory of tools for lending
to charitable organizations to increase the impact of their mission-
related efforts in the community.
Accomplished, mission driven leader with history of building solid
relationships with clients, volunteers, donors and the community.
< Received the 2009 Cornerstone Award for facilitating the development
of a new strategic plan.
< Conducted site visits, presented to large audiences and managed staff
/ board on all levels.
Allstate Southeast Regional Employee Engagement Committee
Sub-Committee Chair - Community (2008) / Chairperson (2009)
Newly established cross-functional team that developed a strategy to
improve employee satisfaction through engagement.
Skilled at seeing beyond current situations; implementing new strategies
for improvement; and fostering staff development.
< Activities were spotlighted by corporate headquarters and adopted as a
best practice.
Allstate Southeast Regional Giving Campaign
Committee Member (2004 & 2005) / Chairperson (2007 & 2009)
Provides employees the opportunity to support charitable organizations and
have those donations matched by the company.
High-energy leader, passionate about raising awareness of community driven
organizations to encourage and educate donors.
< In 2009, achieved an unprecedented employee participation rate of 100%.
< Increased employee participation rate in campaign from the previous
year's 70% to 92% in 2007, thereby earning Corporate Recognition Award
of a Regional Champions Trip for "going above and beyond" in 2007.
EDUCATION & TECHNOLOGY EXPERIENCE
Bachelor of Arts in Liberal Studies; focus in Communication and Diversity
CHARTER OAK STATE COLLEGE, New Britain, CT, 2009
Advanced Diploma in Chinese Culture Studies
ZHEJIANG UNIVERSITY, Hangzhou, China, 2000
MS PowerPoint . MS Excel . MS Access . MS Project . Visio . SharePoint .
Adobe Flash . Adobe AfterEffects
Adobe PhotoShop . Adobe Captivate . Mac OSX & Microsoft OS . Active
Directory . HTML . CSS . XML
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