Project Manager Customer Service

Caroline Alexandra Casteel

** ******* ***** * Pueblo, CO 81005 * ***********@*****.*** * (720) 938-

0724

PROFESSIONAL SUMMARY

I am a highly motivated, meticulously organized, loyal and determined

client services-oriented worker with excellent writing and editing

abilities, as well as management experience. I am seeking to utilize my

considerable communication talents as well as my analytical skills in an

endeavor compatible with my abilities and aims.

PROFESSIONAL EXPERIENCE

2009. Publicity Assistant, Sounds True

Louisville, CO

* Moved into a new business arena, multimedia publishing, to explore

and diversify my experience

. Responsibilities and duties:

o Radio-publicity campaign management, including contact

research, mass email projects, station producer

communications, author coordination, and tracking

o Publicity tracking, including database maintenance,

circulation, and archival

o Online and print publicity outreach, including communications

with bloggers, producers and reviewers, as well as author

interaction, scheduling and tracking

o Responsible for all mailings, including reviewer requests,

author copies, and publicity outreach campaigns

o Wrote and distributed personal bi-monthly newsletter to all

regular publicity contacts

o Created and provided publicity materials, such as event

advertisement collateral, to authors upon request

o Assisted at numerous author events, including workshops,

speaking engagements, and book-signings

o Assisted in maintenance of the Sounds True Blog, including

news, reviews, and event marketing

. Achievements and Strengths:

o Created and implemented new database tracking system and

transferred all archived author and product publicity,

centralizing and streamlining access

o Developed new relationships from previously untapped

publicity sources

2007. Project Manager, Authentic Response, a division of Return Path, Inc.

Superior, CO

*After over nine years' service at one company, it was time to explore

another facet of the market research industry with Authentic Response,

a growing presence in the online research arena

. Responsibilities and duties:

o Client communication from point of sale to project completion

through e-mail and phone, building and nurturing successful

and lasting relationships

o Online research survey sampling operations, including

demographic analysis, mathematical extrapolation, timeline

and budget maintenance

o In-field diagnostic analysis, including completion rate and e-

mail deliverability analysis, sample performance checks,

customer (panelist) service assistance, and survey panel QA

assessment

o Vendor Management, including communications and direction,

relationship-building, and invoicing facilitation

o Financial reporting, including panel database, panelist

incentive, and vendor cost tracking, profit-margin

calculation, tracking and analysis, and Salesforce.com

documentation; served as communication link between sales and

operations

. Achievements and Strengths:

o Exceeded individual profit-margin goals for three consecutive

quarters

o Requested as exclusive Project Manager by several high-level

clients

o Achieved maximum individual bonus amounts for all quarters

employed

2006. Project Manager, Aspen Media and Market Research

Boulder, CO

*Promoted internally after over two years of proven success and

leadership in an integral HR role with Aspen, demonstrating growth

through experience within a small company

. Responsibilities and duties:

o Client communication from project conception to completion

via phone, e-mail and in person, including on-the-spot

consultation regarding data collection, questionnaire

structure, programming logistics, and daily in-field

performance reporting, as well as general customer service,

rapport/relationship-building, and assisting in data

collection for trade publication circulation audits

o Internal and external communication liaising, including

interdepartmental scheduling among programming, operations,

QC and data processing teams, and vendor management at client

behest, as well as for focus-group recruitment

o Call center management, including daily operations scheduling

and communication liaising from client to field, involving

complaint resolution

o Custom client bidding and invoicing, including profit-margin

analysis, budgeting, and financial-records reporting

o Extensive field performance metric analysis, including

individual project assessment and comparative performance

studies from year to year

o Served as informal assistant to the VP of Marketing with

collateral-writing, website content, printing coordination,

and other projects as necessary

. Achievements and Strengths:

o Responsible for multiple high-profile clients, including the

three top-revenue accounts

o Generated nearly 40% of company's annual revenue in six

months

o Received numerous accolades from satisfied clients (available

upon request)

2004. Recruiter, Aspen Media and Market Research

Boulder, CO

*Promoted internally after four years of proven performance and

leadership within Call Center Operations.

. Responsibilities and duties:

o Interviewing and assessment of potential candidates for the

research interviewer position, including final hiring

decisions

o Hiring and orientation of research interviewers for call

center of 150 employees; monitored and maintained staffing

needs within a seasonal employment schedule

o Benefits eligibility assessment and tracking for entire

company, including notification and orientation as well as

documentation

o Assisted with determination and implementation of HIPAA

document-privacy compliance standards

o Compilation, editing, and production of bi-monthly company

newsletter

. Achievements and Strengths:

o Formulated and executed strategic recruitment plan, resulting

in 50% attrition reduction in one year

o Served as primary contact with Mountain States Employment

Council Representative and attended several HR seminars

through MSEC

o Streamlined orientation process with focus on employee

retention

o Confidential HR duties: HIPAA compliance, payroll backup,

personnel issues, etc.

EDUCATION

2001. Bachelor of Arts, English - Concentration in Literature

University of Colorado, Boulder

. Qualified for departmental honors

. Dean's List all semesters attended

. Maintained full-time course-load while working thirty hours per week

COMPUTER SKILLS

. Windows and Mac Operating Systems

. Microsoft Office Suite, including Excel, Word, Publisher, PowerPoint,

Access and Outlook

. Salesforce.com, ACT!, and proprietary CRM models and sales-tracking

platforms

. CISION Online Contact Database

. Constant Contact E-mail Marketing Software

. Wordpress Online Blogging Portal

REFERENCES

Available upon request

Contact this candidate