Customer Service Management

KATHLEEN M. CONTEZAC

**** ******** ***** ( Middleton, WI 53562 608-***-**** (

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

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Business professional with a diverse resume of experience and exceptional

communication skills

SUMMARY OF QUALIFICATIONS

> Over 8 years of experience in communications project management

including planning, writing, editing, proofreading, and coordinating

production.

> Superior interpersonal skills, working well with all levels of

management and staff.

> Excellent managerial experience covering employee hiring, supervision

and performance planning, as well as business planning and budget

development.

> Professional expertise in representing company values and vision while

working with vendors and suppliers.

> Proven effectiveness in leading and facilitating team meetings.

> Extensive experience working within time, budget and resource

constraints.

SKILLS AND ACCOMPLISHMENTS

Project Coordination

. Monthly Customer Operations Newsletter: Worked with management, staff

and legal counsel; maintained external communications network;

established 12-month production schedule and editorial calendar;

coordinated production.

. Monthly Employee Newsletter: Originated story ideas; worked with

management and staff; coordinated graphics, layout and production.

. Training Curriculum: Worked with management, staff and legal counsel;

ensured consistency with department communications standards; coordinated

production.

. Promotional Materials: Worked with management, other writers, and in-

house advisors; coordinated production.

. Operating Manuals and Forms: Coordinated revisions necessitated by

regulatory changes or suggested by customer feedback-worked with

management, staff and legal counsel; coordinated production.

. Corporate Communications: Ensured that all communications from

organization were integrated and consistent.

. Spreadsheets: Coordinated production of annual spreadsheets containing

volunteer information-inputted data from forms; created Excel

spreadsheets; distributed spreadsheets to appropriate committee chairs.

Process and Quality Improvement

. Participated in Department Management Team meetings to introduce new

Quality Improvement initiative and to educate staff on implementation of

that initiative.

. Led cross-functional project team in applying Quality Improvement

principles to specific customer processes-collected and analyzed data;

created detailed flowcharts; made recommendations to Department

Management Team for improving efficiency and reducing cost.

. Created, wrote and edited internal newsletter aimed at educating staff

about Quality Improvement principles and keeping them informed of

department's progress in analyzing and improving processes.

. Transformed monthly operational bulletin for customers into

professionally-produced monthly newsletter containing timely technical,

operational, legislative, and product information-created and led

editorial board; established12-month production schedule and editorial

calendar; conducted biannual readership surveys; analyzed survey

findings and implemented appropriate changes based on reader feedback.

Research, Writing, and Editing

. Wrote and edited articles for monthly customer operations newsletter.

. Researched and wrote articles for monthly employee newsletter.

. Researched, wrote and edited copy for product brochures and other

marketing/promotional materials.

. Developed outlines, interviewed sources, and assisted with writing and

editing of training manuals and scripts.

. Wrote, edited, or assisted in development of internal and external

corporate communications, including letters, memos, operating

instructions and reports.

Business Planning

. Developed and executed marketing and communications plans for assigned

products.

. Participated in Department Management Team meetings to help analyze

customer needs, outline business objectives, develop business plans, and

establish budgets for implementing business plans.

. Supervised Communications Coordinator to ensure accountability for

position objectives. This included setting priorities, monitoring

performance through weekly meetings and annual performance reviews, and

providing guidance and support when needed.

WORK EXPERIENCE

OUR LADY QUEEN OF PEACE SCHOOL, Madison, WI

Administrative Volunteer (September 2000 - Present)

CUNA (CREDIT UNION NATIONAL ASSOCIATION), INC., Madison, WI

Marketing and Communications Manager, Savings & Investments (August 1994 -

May 1995)

Communications Coordinator, Savings & Investments (May 1990 - August 1994)

Senior Documentation Specialist, Savings & Investments (January 1989 - May

1990)

WISCONSIN PHYSICIANS SERVICE, Madison, WI

Communications Project Specialist, Corporate Services (January 1988 -

January 1989)

VEREX CORPORATION, Madison, WI

Writer, Training and Development (May 1987 - January 1988)

Writing Intern, Training and Development (January 1987 - May 1987)

COMPUTER SKILLS

Microsoft Office Word ( Microsoft Office Excel ( Microsoft Office

PowerPoint ( Adobe Photoshop

EDUCATION

BA DEGREE IN ENGLISH (WITH HONORS), University of Wisconsin - Madison, 1987

Mary Brabyn Wackman (English) Scholarship Recipient

Keywords: writer, editor, proofreader, communications professional,

communications coordinator, customer service assistant, administrative

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