Customer Service Manager
Resume:
Jacqueline Sue Aguigui Chandler
*** ***** ***** ****, ****** TX 78124
518-***-**** - *****************@*****.***
SSN XXX-XX-3438
Work Experience
FEMA Region 6 May 2007 - Present
*** *. ***p 288 C3 - $54,313
Denton, Texas 76209
Supervisor: Philip Beasley
External Affairs Specialist, Disaster Assistance Employee
In my current position as a Disaster Assistance Employee (DAE) in the
External Affairs Cadre, I have been deployed to seven presidentially
declared disasters where I provided external affairs support for floods and
severe storms in upstate New York, New York City, Missouri, Iowa, and
Texas. I served on the 2008 historic Iowa flood recovery and 2008's
Hurricane Ike response and recovery mission. I am currently deployed to
FEMA Region 6 Federal Regional Center - Office of the Regional
Administrator (ORA) in Denton, TX providing External Affairs support for:
. Internal and external communications in the form of executive
speeches, power point presentations, employee newsletters, SharePoint
information, employee meetings, and all required media products. I am
also responsible for developing a regional speaker's bureau/program.
. Strategic Messaging and Media Monitoring for regional issues and newly
declared recovery operations. I assist program staff and the regional
external affairs director in the development of plans, goals, and
objectives for new initiatives and programs. Most recently, I
developed a Public Relations plan and wrote all products for recovery
operations in New Mexico for summer flooding and the first week of
FEMA 1931 DR TX operations. I also launched a mini-preparedness
campaign for hurricane season featuring a pre-recorded PSA with the
FEMA Region 6 administrator, managed the regional National
Preparedness Campaign and I created power point presentations and
speeches for Region 6 Emergency Management State Conferences.
. Development and distribution of media products such as press releases,
fact sheets, talking points, public service announcements, and other
documents in a timely manner by interviewing and conferring with
management, subject matter experts and other program specialists to
obtain program information for these products and for use in
briefings, meetings, informational advisories, articles, and
discussions.
. Support of the Regional Response Coordination Center (RRCC) activities
when storms approach the regional areas. I developed daily fact sheets
and talking points for Hurricane Alex, Tropical Depression 2 and
Tropical Storm Bonnie. I also supported the Regional External Affairs
Director by drafting situational reports and incident action plan
input.
. Media analysis by using a combination of detailed research, the
tracking of trends, monitoring and analyzing the media, and obtaining
feedback from stakeholders to effectively evaluate the success or
failure of a public affairs campaign. But in addition to knowing how
to comprehend figures and other statistics, I have learned how to
effectively gauge the human element of an external affairs program.
With nearly twenty years of experience in marketing and public
relations, I have mastered the skill of determining, documenting, and
assessing the most important step in any external affairs plan - the
response/reaction. In my career, I have conducted focus groups,
performed surveys, examined reactions and responses both on paper and
in person, and scrutinized the tone of media stories and new media
input.
. Share Point and Social Network (Twitter) content updates and uploads
to include news clips, newsletters, photos, campaigns, and news
release links.
. Photography assignments as needed.
Stewart's Shops March 2005 - March 2007
2907 Route 9 Local Hire: $58,000
Ballston Spa, New York 12020
Supervisor: Gary Dake
Director of Communications
For two years, I managed an in-house marketing and advertising department
for a locally owned convenience store chain in upstate NY. The company
printed its own materials and produced its radio and TV commercials
internally. I managed a staff of five communications professionals,
including a web developer, a public relations coordinator, a marketing
coordinator, a customer service coordinators and a videographer/editor.
In addition to orchestrating the development of internal and external
products including posters, flyers, signs, print ads, radio spots,
television commercials, employee newsletters and web site content, I was
also responsible for the company's public and media relations. I served as
the company spokesman, and wrote and distributed press releases.
One accomplishment to mention: I was instrumental in improving the
company's annual fundraising campaign - Holiday Match - which resulted in
reaching a $1 million goal for the first time in the company's history;
this prompted positive media coverage.
JLT Services, Inc. June 2003 - March 2005
13 Cornell Road $50,000
Latham, New York 12110
Supervisor: Meghan O'Toole
Marketing Coordinator/Manager
Hired as a Marketing Coordinator responsible for the project management of
one client, I was quickly promoted to the position of Marketing Manager and
given the portfolio of several clients to manage.
For two years, I was responsible for developing and managing the marketing
and advertising campaigns of insurance companies; creating the companies'
advertising materials to include posters, flyers, print ads and handling
telemarketing activities.
Specifically, I launched a 4-person telemarketing unit for one Medicare
client, providing additional sales support for the product. I hired and
trained the personnel; wrote the telemarketing scripts; and tracked and
analyzed contact and sales information.
Prudential Manor Homes February 2003 - June 2003
8 Airline Drive $38,000
Albany, New York 12205
Supervisor: Kathie Hedrick
Customer Service Manager
For five months, I manage a 4-person call center responding to incoming
inquiries regarding homes for sale and outgoing calls to potential clients.
I hired and trained personnel, revamped 'scripts' for incoming and outgoing
calling campaigns leading to quicker, more concise interactions over the
phone, and increased internal and external communications with real estate
agents and home buyers.
IT&E Overseas, Inc. May 1996 - November 2002
P.O. Box 24881 $50,000
GMF, Guam 96921
Supervisor: John Borlas
Assistant Vice President - Corporate Public Relations
I began my career at IT&E as a public relations staff member, but was
promoted to the Assistant Vice President of Corporate Relations within one
year. My responsibilities were initially related to internal communications
- writing the company newsletter, website content, employee events and
meetings, but quickly grew to the development of an in-house advertising,
public relations, promotions, and telemarketing unit, which I managed for
six years.
As the head of Corporate Relations, I managed dozens of employees including
public relations and promotions coordinators, advertising copywriters,
graphic artists, web developers, telemarketers, and customer service
representatives. One of the most historic challenges IT&E faced happened in
1997, when the long distance protocol on Guam changed to Feature Group D.
Under the new protocol, consumers could no longer use all long distance
carriers; they had to choose, during a balloting process, one primary long
distance company. IT&E had the most to lose, because it already had the
majority of the market. I was instrumental in the development of a million
dollar advertising and public relations campaign that incorporated the use
of print advertisements and radio spots featuring the company's board
members; television commercials promoting IT&E's history; and a variety of
grassroots promotional events. In addition to launching the company's first-
ever telemarketing department in order to conduct an educational outreach
on the balloting process, I also was instrumental in implementing IT&E's
strategic marketing and branding campaign that resulted in the company
solidifying more than70 percent of the long distance market; a figure that
is reportedly remarkable during Feature Group D migration.
Guam Department of Parks and Recreation January 1993 - May 1996
490 Chalan Palasyo $38,000
Agana Heights, Guam 96910
Supervisor: Anthony Mariano
Public Information Officer
I managed a local government agency's Public Information program for three
years, where I handled media relations, wrote press release and other media
products, performed special projects, and produced the monthly agency
newsletter.
Specifically, I reworked the agency's relationship with local media to
acquire positive coverage on variety of programs and services and I was
instrumental in helping the agency win 'Small Department of the Year Award'
in my second year with the department.
KUAM Island News July 1992 - January 1993
600 Harmon Loop $30,000
Dededo, Guam 96912
Supervisor: Nestor Licanto
News Producer
As a television News Producer for seven months, I handed out reporter and
videographer assignments; edited stories and monitored breaking news;
managed the show run list; and directed the nightly news cast.
Guam Cable Television News January 1989 - July 1992
Agana, Guam $25,000
Supervisor: Jayne Ryan
News Reporter
I began as a News Intern and Radio Reporter, but was promoted to a general
assignments television News Reporter within a year. I covered local news
and events, performed as on-air talent, created news packages, SOTs, VOs
for airing and performed as weekend news producer for four years.
I covered stories after presidential declarations were made for Typhoons
Russ, Yuri and Omar; initially my introduction to FEMA and the agency's
operations. My ability to understand the inner workings of the media allows
me to perform strategically as a public affairs specialist. I know when to
contact, how to contact, and who to contact when pitching stories to the
media. I also possess the ability to write news releases that grab the
attention of the newsroom staff; inevitably securing positive coverage.
EDUCATION
John F. Kennedy High School; Tumon, Guam June 1980
University of Guam - Bachelor's in Mass Communications May 1991
The College of Saint Rose - Master's in Public Communications May 2009
MILITARY SERVICE:
. U.S. Air Force - April 15, 1983 to May 15, 1987.
o Enlisted as a supply and computer operations specialist.
. Guam Air National Guard - 1995 to 2001.
o Public Affairs Specialist - 2 years and Supply and computer
operations specialist - 4 years
SKILL SET
. Crisis Communications: Served in key External Affairs positions on
numerous presidentially declared disaster operations. Skilled at
managing crisis communications activities geared towards a variety of
stakeholders, including the media, congressional offices, state and
local government agencies, tribes, disaster survivors and their
communities, and interagency and international groups.
. Strategic Messaging: Skilled at identifying potential issues and
concerns related to program areas and the needs of stakeholders. I
spent many years using strategic messaging to obtain positive media
coverage and stakeholder support. Anticipated high-profile,
controversial issues and created messaging to diffuse the situation.
. Media Relations and Journalism: News reporting - researched,
interviewed, wrote copy, performed as weekend on-air anchor; News
producing - managed story assignments, scheduled reporter & camera
crew assignments, monitored and rewrote wire stories, reviewed press
releases. Familiar with what media outlets are looking for in media
releases.
. Marketing and Telemarketing: Coordinated strategic planning
initiatives; performed new product launches, initiated brand
development concepts; handled logistics for project development,
tracked & reported on results; creative strategy; development of ideas
and concepts. Incorporated marketing into a call center set up;
planned calling campaigns, wrote scripts, trained telemarketers, and
tracked results.
. Public Relations: Wrote press releases & articles; set up press
conferences; answered media inquiries; served as company spokesperson;
developed relationships with media personalities, community leaders, &
business people.
. Event Coordination and Promotions: Conducted on site
marketing/promotions events; planned grand openings; developed &
monitored special events; served as MC for events; negotiated details
of promos.
. Public Information: Spoke on behalf of company at public engagements
and community presentations; handled customer complaints; processed
donation requests; compiled information for reporting purposes.
. Advertising: Provided creative direction & campaign concepts;
responsible for print ad development; reviewed & negotiated media
proposals; wrote scripts for radio & TV projects; served as talent,
director & producer of radio & TV commercials; performed voiceovers;
wrote copy for advertising items; managed budget for advertising
campaigns; responsible for media buys & invoice processing; created
marketing/advertising products for presidentially declared disasters;
familiar with illustrator & other advertising software.
. Research and Writing: Conducted research and prepared media products
such as talking points, backgrounders, press releases, flyers,
brochures and pamphlets and media advisories. Monitored media reports
via television, radio, internet (web sites and blogs), and print to
ensure accuracy of coverage and performed rapid response in order to
clear up any errors in media coverage.
. Corporate Communications: Responsible for layout, design & copy
writing of newsletter & web site; conducted corporate presentations;
held training sessions for employees and managers.
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