Project Manager Customer Service
Resume:
Cindy L. White
478-***-**** *********@***.***
PROFILE
. Experienced Management & Marketing Professional (over 15 years)
with demonstrated success in:
- Marketing Plans & Campaigns - HR Principles & Process Re-
engineering - Internet & E-commerce Marketing
- Team Building & Staff Development -
Project/Program/Facilities Management - Marketing SWOT Analysis
- Event Planning & Branding - Financial Analysis/ROI principles
- Writing and Public Speaking
- Strategic Market R & D - Guest and Public Relations -
Media Relations/Communications
- Customer Relationship Management - Layout, Design,
Copywriting - Marketing & CSC Budgets
. Practical problem solver with incomparable analytical, creative
and communication skills-consistent high achiever.
. Strong background in building brand awareness, product
positioning and guerilla marketing techniques.
. Advanced proficiency in MS Office Suite, Quicken, Quick Books,
marketing tools, media kits, PeopleSoft and Avid.
. Demonstrated ability to build relationships via networking and
outstanding customer service.
. Ability to identify problems through financial, statistical,
and logic-based analysis.
PROFESSIONAL EXPERIENCE
MACON MALL, LLC (managed by) Jones Lang LaSalle, Macon, GA 11/07/07 - 12/31/09
Marketing Manager Assistant
Summary Description
Assisted marketing manager to promote value and growth for entire
center. Took ownership and responsibility of guest services and
marketing programs for the center to achieve high quality customer
service and high levels of satisfaction. Worked independently and
collaboratively with Sr. Marketing Manager to develop, manage, supervise
and implement numerous key marketing promotions from concept to
execution/launch.
Organized and Developed Advertising and Promotional Opportunities,
Program and Projects:
* Developed effective sales and marketing programs that included direct
mail campaigns, print advertising, promotions and quarterly tenant
meetings. *Won corporate and management level praise for coordinating
and pioneering quarterly tenant meetings.*
* Developed and implemented marketing campaigns as appropriate for given
products (internally and externally); campaigns consisted of a variety
of tactics, including webinars, direct mail, email, brochures, case
studies, which strengthened brand name equity and profit margin.
* Coordinated, oversaw and implemented Social Marketing New Media
(FaceBook, LinkedIn, YouTube, MySpace, Blog Forum and Twitter).
Coordinated & Executed Community Fairs, Trade Shows, Tenant Meetings,
Fashion Shows, Holiday Campaigns, Mall Walker activities, etc.:
* Conceptualized and coordinated trade shows, community fairs, meetings,
advertising programs, collateral material development, mass marketing,
telemarketing, and other activities as deemed necessary. Won Corporate
Award (1st place) for conceptualizing and implementing holiday marketing
program and campaign.*. Received constant praise from corporate and
management personnel for innovative ideas and well-organized
presentations.*
* Prepared event agendas, MS Outlook calendars, registration forms,
invitations and related correspondence; strategically placed collateral
and other forms of advertisement throughout center to promote events;
succeeded at achieving a record number of exhibitors, increasing traffic
for center by as much as 22% (whenever events were held) as well as
enhancing profit margin
Supported Sr. Marketing Manager in Developing and Writing:
* Prepared media releases, press releases, proposals, media kits,
newsletters, sku briefs and other correspondence to initiate projects
and to promote brand awareness; tracked and analyzed ongoing promotions
performance via internal data systems; created, tracked and evaluated
internal metrics and management reporting (monthly and annually) to
identify marketing performance and effectiveness of programs.
* Suggested and coordinated distribution of printed marketing materials
internally and externally; managed seasonal collection of marketing and
promotional budgets, including processing invoices & tracking, monthly
closes, re-forecasting and accruals.
Supported Growth Initiatives & Public Relations:
* Developed and coordinated business exhibitions, succeeded at collecting
over 4000+ email addresses and dispensing products for branding
awareness. Attended award ceremonies, fashion shows, luncheons,
networking seminars and other community functions.
* Managed relationships with media and advertising personnel; maintained
vendor, media (TV, radio and magazine) database & coordinated, oversaw
and processed all donations and sponsorship packages.
* Invited media to events and served as on site media contact; initiated
media opportunities including featured events and stories; worked with
various non-profit organizations on fundraising activities and community
awareness programs.
* Pioneered and implemented successful research program that provided
staff with comprehensive and accurate demographic information to increase
effectiveness of center advertising, events, projects and programs.
* Oversaw marketing internship program, attended banquets, seminars,
charities, business meetings; met with key business leaders and
marketing staff to implement company's growth initiatives and business
development-to include Chamber of Commerce and Mayor
CINDY L. WHITE PAGE 2
MACON MALL, Macon, GA 11/07/07 - 12/31/09
Guest Services Administrative Manager & Call Center Director
* Managed and directed daily operations of Guest Services & Call Center
with $1/2 million+ in annual sales.
* Supervised, interviewed, hired, trained and managed 16 staff members
that were responsible for guest satisfaction, guest amenities, register
transactions & call center functions; strategically developed and
managed all call center and guest services budgets; generated and
produced reports assessing cost-effectiveness of methods; proactively
maintained client relationships with over 197 corporate customer
accounts.
* Stimulated awareness of products and services by training staff to
deliver superior service by analyzing and identifying training needs,
and identifying appropriate resources to ensure on-going skill
development; developed measures to track, monitor, analyze and report
all customer concerns; analyzed reports of findings and recommends
response to complaints, considering nature and complexity of complaints,
requirements, and actions of subordinates to ensure resolutions were
made correctly; devised Customer Service PowerPoint Presentation for
staff & received commendations for excellence from customers & corp.
staff.
* Conducted performance evaluations for entire staff and counseled them on
areas needing improvement; rewrote job descriptions, successfully
conducted task analyses, combined responsibilities and instituted
accountability measures to trim more than 17% off operating costs.
* Successfully restructured and improved front-end and back-end
procedures and implemented process efficiencies designed to create a
sense of teamwork, ownership and a better work environment with an
effort to motivate employees to achieve a high level of professionalism
and efficiency--while utilizing positive motivational techniques and
valuable staff meetings; successfully coordinated & organized relocation
of guest services center to management office; effectively developed and
implemented programs designed to boost customer retention.
* Reconciled daily, monthly and weekly cash flow of merchandise, gift card
sales and monthly bank statements, prepared monthly merchandise cash for
bank deposit, processed invoices, accounts receivable and accounts
payable- and other accounting functions (cash deposits and receipts
occasionally totaled over $68,000); administered payroll; developed,
coordinated and managed educational programs .
* Cut inventory (guest services) costs by more than 31% (12% ahead of
target) with proper management of stock levels & by employing strategic
cost-saving methods and analyzing market data and market trends;
maintained expenses below budget through accurate planning, purchasing,
waste reduction, and cost-effective operating procedures.
* Successfully launched two major POS systems conversions in one year;
solely responsible for training team on new processes and procedures.
CITIGROUP, INC./PRIMERICA FINANCIAL SERVICES, Macon, GA 4/06 - 7/10
Independent Financial Services Representative & Account Manager
Solicited business from potential clients, interviewed and recruited
them to determine financial position; sold financial products and
services.
HEBCO, INC. (Technical & Engineering Co.), Macon, GA 1/95 - 11/05
Supervisor-Editor, Electronic Document Conversion, Technical Writer
* Supervised and managed a team of (40) Electronic Document Conversion
Specialists, SGML Specialists, Illustrators, QA Team; guided team
towards desired outcomes, setting high performance standards and
delivering and leading quality services; Clients: WRAB, Marines & Navy
* Assigned and reviewed TO's; in charge of entire hiring and recruitment
process; conducted appraisal reviews and assisted with software and
business development and troubleshooting; served as a liaison between
project manager and new clients--Project Manager's Assistant status)
* Utilized the following programs in a production-oriented environment:
Word for Windows, FineReader, Adobe Acrobat, and Fox Pro on IBM
compatible platforms; utilized Military Mil-Specs for all Technical
Writing & QA projects; assisted in coordinating business expos and trade
shows; created, maintained and tracked monthly metric and reports (via
ETRAC) related to all government contracts.
* Resolved complex customer related issues/inquiries as well as took
ownership of all support situations and facilitated them to a
satisfactory solution; communicated with internal and external team and
clients regarding issues and/or inquiries as well as related solutions;
managed and completed special projects as requested by client.
(Contracts:C-17, C-5, C-130, C-141, J-STARS and F-15); Managed TO
Library.
* Articulated knowledge and understanding of organizational policies,
procedures and systems; oversaw tactical execution/the development,
deployment and direction of complex projects and processes; collaborated
w/engineers, program managers, project managers & IT personnel.
* Established and maintained long-term customer relationships, built
trust and respect by consistently meeting and exceeding expectations.
* Created Contract Binders and produced On-the-Job Training Records &
Files for team in preparation for ISO 9001:2001. Created Job Positions
profile for Electronic Document Conversion team & Supervisory positions.
Processed paperwork for security clearance. ISO Certified status.
* Edited, wrote & converted scanned paper documents: technical manuals,
TCTO's, flight manuals, checklists, job guides, etc., documentation and
image files into computer-editable text. Consistently received awards
and incentives for achieving and exceeding goals and objectives.
* Prepared publication for SGML (Standard Generalized Mark-up Language),
for PageMaker & FrameMaker platforms; prepared & reviewed completed
jobs & reports for final delivery to customer to ensure consistent &
proper format, layout, and illustration guidelines were followed.
EDUCATION
Bachelor of Science - Business Wesleyan College, Macon, GA Major:
Business Administration, Minor: Finance, 2007 (Dean's List)
Concentration: Management Strong Emphasis: Marketing, Finance,
Accounting and Business
Associate of Science Macon State College, Macon, GA Major: Office
Administration and Information Processing, 1993
Strong Emphasis: Writing, Business, English, & Technical Applications
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