Sales Customer Service

Debra A. Bristow

Portland, Oregon

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

LinkedIn.com/in/debrabristow 503-***-**** home

CAREER FOCUS: Strategic Marketing or Operations Management role with a

company focused on delivering quality products or services.

AREAS OF EXPERTISE:

Process Management Strategic Marketing Operational

Planning Strategic Planning

CAREER PROFILE: Leadership values my disciplined, holistic approach to

managing data, people processes and projects. Identifying, documenting

and optimizing day to day operations while maintaining a "big picture"

perspective allows me to focus resources strategically and execute

tactically to provide the strongest ROI. I deliver projects on time and on

budget by creating effective and efficient work processes. I build and

coach strong work teams to deliver solid results. Strengths include:

. Exceptional operations management skills to increase customer

satisfaction, profitability and efficiency. Proven ability to lead

change management in an organization.

. Excellent analytical skills to identify, prioritize, document and

design improvements to optimize key processes.

. Simplifying and translating complex projects into manageable

components for easier implementation.

. Execution of complex multi-faceted projects through detailed

planning and sustained focus to shepherd solutions through to on-

time completion.

. Exceptional leadership, communication and facilitation skills

across all organizational levels.

EMPLOYMENT HISTORY

2010 Market Research and Business Development Contract Work

Portland, OR

2008 - 2009 Director, Operations Solberg Adams Telecom Cost

Management Beaverton, OR

Directed day to day operations and business planning for telecom auditing

firm with $1.8 million in annual revenues. Managed audit, billing payment

processing and administrative teams including IT.

Consulted with managing partners and senior management team to develop

strategic positioning for company and to integrate strategic initiatives

into day to day operations. Worked directly with sales director to

target new customers, created marketing collateral and sales

presentations including RFP responses and created tracking reports for

sales.

Results:

. 200% Growth in revenues during 2009.

. 300% Increase in the number of completed audits.

. 35% Reduction in audit timeframes by redesigning client approval

processes.

. 10% Reduction in operating expenses by introducing new billing

payment processes.

2006 - 2009 Marketing Consultant The TransSynergy Group Consulting

Services TX and OR Provided

contract marketing and training services for Verizon, Frito-Lay and

fastmobile.

. Delivered monthly sales reports to three separate business units in

Verizon. Required learning multiple systems to perform queries to

generate sales reports.

. Redesigned reports to provide additional insights to identify targets

for contract sales.

. Completed offer fulfillment processes for quarterly promotions for

Verizon Mass Business Market. Performed trouble-shooting steps to

ensure that customers received rewards.

. Designed marketing collateral for Verizon Mass Markets Customer

Service team which summarized quarterly offers for new customers, win

back and retention programs for nine regions. The assignment was

rejected by other marketing vendors because of the complexity of the

task. The document was produced and received rave reviews by the

Customer Service team.

. Produced train the trainer documentation for the Frito-Lay Driver

Certification Program.

. Developed marketing launch documentation to assist business

development teams in executing successful wireless software product

launches.

. Developed train-the-trainer documentation for wireless services for

international and domestic service launch.

2002 - 2006 Director, Internet Research Hotel Resources Marketing

Services Southlake, TX

Launched and managed day to day operations for Internet Research sales lead

generation team. Performed client management role for monthly services.

Responsibilities included: project management, staffing, training, client

interface, and strategy development. Managed dispersed work team including

21 researchers, 3 team leads and 2 editors.

. Launched and directed Internet research business unit which

contributed 20% of the company's revenues. Succeeded in matching

revenue growth within 2 years which had taken other business units 8

years. Team generated over 120,000 sales leads over 4 years.

. Designed and initiated operational and management process improvements

which resulted in a 30% savings in labor costs.

. Redesigned training program which resulted in 50% reduction in

employee turnover.

2001 - 2002 Marketing Consulting Independent Consultant

Southlake, TX

Completed a strategic planning process for wireless company. Designed and

implemented research projects for a company providing ancillary services

for wireless companies.

1999 -2001 Director, Online Research MARC Research Market Research

Company Irving, TX

Directed sales, marketing and operational activities for incubator business

unit - Online Surveys. Supported research managers with proposal

development and project managed online research studies. Developed and

conducted internal training to educate research managers about how to use

online research.

. Managed day to day operations for unit which contributed 10% of the

company's revenues.

. Identified and documented processes to re-integrate business unit back

into core business which results in annual savings of $500,000.

Maintained revenue contribution levels through downsizing and

reorganization initiatives.

. Designed 6 week field test prior to launching new online survey

software platform to determine system capacity and test survey

production processes.

1995 - 1999 Director, Marketing Strategy PrimeCo PCS (Now Verizon

Wireless) Westlake, TX

Designed and delivered extensive primary and secondary research to support

product launches, enter new markets, retain customers and improve

productivity.

. Planned, executed and delivered multiple research projects to support

marketing communications, product managements and customer

satisfaction. Created and managed RFP processes for vendor selection;

managed vendors throughout the project and delivered projects on time

and within budget.

. Supported re-launch of flagship prepay product which increased

revenues from 10 to 16 cents per minute and saved $1 million by

reducing customer care calls - 1.4 to .9 calls per customer.

. Designed summary billing product research which saved the company $10

million annually.

. Created first annual business plan for sales and marketing

departments.

EDUCATION

Executive MBA University of Colorado

Boulder, CO

Bachelor Arts University of Virginia

Charlottesville, VA

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