Customer Service Manager
Resume:
Nicholas J. Dynice
Long Beach, Ca 90802
E-mail: ****@********.***
Blog: http://nsputnik.com
Highlights of Qualifications
* ***** ** ************ ********** in marketing, outreach, and web
development
5 Years of working knowledge in corporate blogging, social media, web
strategy, analytics, SEO, HTML, CSS, CRM, wikis, podcasting, and enterprise
2.0 concepts
5 Years experience with Wordpress, 2 years with Drupal
Years of experience with Illustrator, Photoshop, Word, PowerPoint
Technology and policy analyst for http://techdirt.com
Active on most popular social networks: Facebook, Twitter, YouTube, etc.
Current reading list: http://www.goodreads.com/review/list/196884?view=list
Related Job Experience
Heavybag Media, Santa Monica, Ca
April 2008 - June 2010
Marketing Strategist, Web Developer
Story: After years of being unsatisfied with the customer service strategy
(phone and e-mail) at Kenwood USA, I decided to study the best practices in
web development, web knowledge bases, web marketing, and customer service
technologies. Although the social media strategy I pitched in 2006 to the
marketing team at Kewnood (something that was outside of my job
description) was not adopted, the experience prepared me for a future in
marketing. I started blogging about customer service, social media, and
marketing in 2005, as well as participating in discussions on other blogs.
I met Jackie Peters, co-founder of Heavybag Media in 2008 at a marketing
event. I later found she was seeking a new team member. We arranged for
an in-person interview over Twitter.
Job Description: With the team at HBM, we would assess the client's goals
and build a strategy that would strive to meet them. We brainstormed and
then pitched a wide variety of both outrageous and traditional marketing
and PR strategies. I also selected, installed, and customized web
applications for our clients. I prioritize and balance the work load over
as many as 4 different clients. I worked directly with clients to obtain
assets, discuss copy and tactics. My team would sometimes work on weekends
to meet deadlines.
My day to day activities include interaction with clients' fans/friends on
social media platforms like Twitter, Facebook, and YouTube, ad buying,
performing competitive analysis of clients' market space, contributing to
case studies, blogger and media outreach, blog writing, creating client
websites in HTML and CSS, testing work in multiple browsers, performing
SEO, social media optimization, YouTube search optimization, web traffic
analysis and reporting using Radian6, Techrigy and Google Analytics,
newsletter writing and mailing list application management, video editing,
and buying stock photos. Client projects I worked on include: social media
marketing and web development for Miramax Film's Extract and Everybody's
Fine, various Sun Microsystems initiatives, social media marketing, web
development, and video production for Kaman Music, web development for UCSD
Alumni Association.
I had to leave HBM because of cash flow problem at the company.
Kenwood Service Center West/Usaco Service Company, Cerritos, Ca
May 2007 - April 2008
Dealer Service Administrator
Story: The product support contract was not renewed with Usaco Service, and
a recently vacated Dealer Service Administrator position was assigned to
me.
Job Description: Manager of Dealer Stock Warranty Repair and 3rd Party TV
Repair for Pacific Sales, Sam's Club, Fry's Electronics, Circuit City.
Kenwood Service Center West/Usaco Service Company, Cerritos, Ca
May 2004 - April 2007
Senior Product Support Representative
Story: After the department's supervision was moved from Marketing to
Service Support to cut costs, Kewnood USA decided to outsource its phone
and e-mail product support team to the same company, Usaco Service, who was
also its key service center. Our team was given the option to move to and
be hired by Usaco Service. Myself and three colleagues made the move.
Job Description: This change allowed me to be the lead team member of the
product support department, training new hires, handling more complicated
customer and dealer inquiries, and reporting issues to Kenwood's technical
department. I also created and managed the internal product knowledge
base.
Kenwood USA, Long Beach, Ca
April 2000 - May 2004
Product Support Representative
Story: After working for many years in retail musical instrument and pro
audio sales, I moved to consumer audio industry.
Job Description: Assisting end users and dealers of Kenwood home audio and
car audio products with operation and installation of the following
products via phone and e-mail: home and car DVD players, home and car MP3
players, home theater systems, car stereos, car amplifiers, home and car
speakers, and car navigation systems.
References
Dennis Peters - Founder and CEO, Heavybag Media 203-***-****
Jim Stanek - Marketing Manager, Dixon Drums 860-***-****
Violet Mae Lim- Social Media Editor at Yahoo! 858-***-****
Jason Cirillo, Director of Communications at WeShop 203-***-****
Tony Mercado, Marketing Development Manager at Kenwood USA,
********@**********.***
Formal Education
1993: Graduated from Los Alamitos High School
1993-94: Attended Cypress College and took courses in MIDI
1994-96: Completed Recording Engineering Certification at Long Beach City
College
2003: Attended more classes at Long Beach City College toward Associates
Degree
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