Project Manager Customer Service
Resume:
Karen Denise Brinkley
Clay Township, MI 48001
**********@*******.***
Employment Objective
To obtain a challenging position within a company which utilizes my
communication, interpersonal, and marketing skills
Education
Bachelor of Arts; Advertising - Overall Grade Point Average: 3.01
Cognate; Spanish - Language and Culture
Michigan State University; East Lansing, Michigan
Work Experience
Tweddle Group - Clinton Township, MI
Print Production Coordinator - Volkswagen and Audi Academies (11/2007 -
2/2009)
Managed print production, course shipments, inventory, required curriculum
(Bill of Materials), and course logistics for Volkswagen and Audi
Academies, compiled monthly billings, proofread proofs prior to print,
including Audi technical self-study manuals, managed Volkswagen and Audi
customer requests, handled weekly status meeting with Volkswagen/Audi
customers, supported Business Development Team
RDA Group - Bloomfield Hills, MI
Research Project Manager - Ford Latin American Studies (1/2007 - 11/2007)
Managed long-term, quantitative research studies for Ford of Mexico clients
for both Sales and Service measurement of the Spanish customer's viewpoint
for Ford, Lincoln, and Mazda, managed Tier 2, in-country, interviewing
suppliers, reviewed and interpreted data for incorporation into Executive
Summary findings, maintained costs by program, coordinated ad-hoc
statistical analyses, developed proposals for new projects
BBDO Detroit - Troy, MI
Program Specialist - Jeep, Dialogue Management Group (5/2001 - 2/2006)
Worked with Jeep Account Team to manage Jeep handraiser process for Inbound
Call, Web, Business Reply Card, Event, Click To Talk, Forum Intervention,
and Wireless marketing channels, responsible for writing monthly executive
summary article highlighting current Jeep work for DaimlerChrysler clients,
managed wireless marketing campaign logistics with Events Team, provided
program direction to Operations Supervisors in Customer Interaction Center
for dissemination to Customer Service Representatives, investigated &
resolved consumer escalations, developed and wrote Systems Requests for IT
conveying business specifications for new and existing program
enhancements, monitored inventory levels for consumer collateral, provided
program direction to Vendor Management Group for vendor coordination of
automated fulfillment letters and their respective fulfillment items,
performed systems set-ups in AS400 for automated fulfillment letters and
their inherent text variables, performed systems tests in AS400 and
Profiler 1.1 applications prior to implementation of systems changes in
production environments, assisted in management of handraiser management
campaign driven by vehicle model year
Program Engineer - Lease Follow-Up Program, Dialogue Management Group
(2/1999 - 5/2001)
Assisted with management of Chrysler/Plymouth and Chrysler Financial Lease
Follow-Up Programs, worked with team to ensure outbound call center,
fulfillment letter, and product information processes were functioning
properly, monitored call volumes, call quality, data tape loads, &
accumulated project inventories, analyzed daily reporting to make
recommendations and initiated improved performance in accordance with
business rules, ran monthly billing, led weekly status meeting with Call
Center Staff, worked with IT Developers to enhance the Lease Program,
reviewed programming changes to ensure accuracy, contributed to system
conversion to Profiler 1.1 inbound/outbound call platform
Assistant Project Manager - Chrysler International Training (5/1998 -
2/1999)
Assisted in management of International Training print projects for Europe,
the Middle East, Mexico, and Asia-pacific regions, responsibilities
included: incorporation of client/team comments into routing readers,
approval of Time Action Plans for distribution to International Training
Group/clients, reconciliation of client Expense Authorizations against
accumulated job inventories, incorporation of translation into
layouts/text, coordination of Chrysler legal approvals, development and
distribution of client Call Reports and Project Briefs, scheduling of
travel arrangements for facilitators and team members
Traffic Coordinator - Chrysler Customer One Ownership Loyalty/Mopar Direct
Mail (10/1996 - 5/1998)
Interfaced directly with eight members of the Direct Marketing Group to
coordinate start work meetings and budget estimates, initiated proper
routing procedures and turnover of art/keylines/Syquest disks/silver
prints/color proofs for multiple, simultaneous print projects to ensure
timely, cost efficient print production, facilitated the resolution of
monthly billing issues, as well as distribution of printed samples to
appropriate team members and clients, compiled presentation materials for
agency staff, tracked postage costs for accuracy for multiple projects
Senior International Customer Service Representative - Chrysler
International (9/1994 - 10/1996)
Managed administrative correspondence for Chrysler International's MPSS
merchandising program (Marketing Program Support Systems), responsibilities
ranged from order entry and tracking to AS400 database system enhancement
and overall process improvement, requested and tracked shipment information
from fulfillment houses and Bozell-Brussels, conducted all MPSS billings to
submit to Chrysler International clients for finance approval, updated
weekly client report, participated in weekly status meetings, annually
responsible for the transition of model years during the Chrysler
distributor solicitation process
Organizations, Honors, Awards
College:
*Active member of Alpha Phi Omega, coed. service fraternity, Beta Beta
Chapter
*Member of The American Advertising Federation
*Article published in The State News
High School:
*Graduated Magna Cum Laude - Cousino High School; Warren, Michigan
*Lettered in Tennis
*National Honor Society
*Lettered in Academics
*Regents Scholar Award, Eastern Michigan University
*Student Life Scholarship, Oakland University
Other Skills Areas
Good understanding of Spanish language - written and verbal, completed
Software Testing Techniques Training, computer experience includes
(Macintosh); Adobe PageMaker 6.0, (I.B.M. Windows); Microsoft Word 7.0,
Microsoft Excel 7.0, Visio 7.0, Microsoft Exchange and Outlook E-mail,
PowerPoint, WordPerfect InForms - Designer and Filler, Lotus 1,2,3,
experience with AS400, Web Sphere, Oracle, LMS - Learning Management
System, CRC - Certification Resource Center, SharePoint, SPSS & Profiler
1.1 applications, type 50 w.p.m., familiar with Sarbanes-Oxley and ISO
processes, familiar with the Gregg Reference Manual and AP Stylebook
Contact this candidate