TODD M. BEHRENDS, APR

***** ******* ******, *****, ** 50325 ablcjn@r.postjobfree.com 515-***-**** 515-***-****

SUMMARY OF QUALIFICATIONS

• Sales/relationship-building and retention experience managing, s ervicing and growing book of accounts/business

• Business-development leader creating innovative income-generating account management programs and plans

• Project management experience utilizing IT software solutions, CRM systems and Microsoft Office Suite (e.g., SQL,

UNISYS, CISCO, Access, SharePoint, Excel, Word, Outlook, PowerPoint, Blackboard, Moodle, etc.)

• Experience managing large technology projects and working with technology vendors

• Customer service and call center experience in banking services, healthcare, insurance (p&c, life, health and

annuities, etc.) and retail providing solutions for business to consumer and business to business environments

• Fixer who initiates proven strategies and solutions growing business creating a positive climate for change

PROFESSIONAL ACCOMPLISHMENTS

WEST ASSET MANAGEMENT, Recovery Associate – 10/20/2014 – Present (Temporary Assignment)

• Forge action plans creating payment arrangements with client customers, who have a past-due medical bills, working directly with

client customers to offer suggestions on how to meet financial obligations and determine a plan for payment resolution through

consultation, information gathering and critical analysis of situation following federal collections guidelines and policies

• Utilize automated telephone dialer system to receive inbound calls and place outbound calls averaging 200+ calls daily with a 75%

utilization rate

• Collect an average of $2,750 monthly in past due amounts from client customers that are returned to the client

TMONE, Trainer, QA Analyst, Sales & Performance Supervisor – 4/7/2014 – 10/16/2014

• Manage and lead client projects and activities implemented by nearly 60 Inside Sales Representatives within complex call center

• Ensure call quality from start to finish and proactively seek ways to improve the internal processes and sales results

• Manage metrics, performance criteria, policies and procedures and hire employees continuously improving call center productivity

• Direct sales forecasting activities setting performance goals and objectives accordingly

• Develop and maintain strategy ensuring customer satisfaction on all sales transactions

• Provide team coaching, motivation, training and development maximizing sales opportunities creating messages that sell products

• Responsible for the overall performance and productivity of direct reports (3 “Employee of the Month” winners in last 3 months)

CONSULTANT – 7/24/2013 – 3/18/2014

• Performed consulting and temporary work assignments meeting contracted Standards of Work by providing solutions to grow sales

during difficult economic times for each organization

AMERICAN MARKETING & PUBLISHING, Account Manager

• Sold traditional local telephone directory advertising and mobile marketing services (i.e., text marketing)

• Closed 15 accounts in 36 business days generating over $7,600 in revenue

NTS STAFFING, Staffing Manager

• Consulted with business partners to define recruitment/hiring needs of healthcare professionals using Corporate HR

methodology or TPM documentation for healthcare clients with temporary and full-time job opportunities

SEARS HOLDING COMPANY, On-Line Customer Service Sales Rep

• Delivered world-class customer service building customer loyalty by addressing customer inquiries and questions over the

telephone generating sales through cross-selling and up selling add-on items making the customer experience with Sears

and Sears Online a positive one receiving customer recognition for service efforts. Entered sales data in CISCO-based

order and tally system, reporting and fixing ordering system issues.

CONSOLIDATED HEALTH SERVICES (dba MERCY HOME MEDICAL), Home Medical Service Tech

• Delivered, coded, set up and retrieved medical equipment and supplies to patients with long-term health care needs

• Answered questions providing caring, support and understanding resolving service issues through education, listening,

negotiation and persuasion focusing on value-added attributes of patient care building patient book of business

NATIONAL PHARMACEUTICAL RETURNS, Sales & Customer Service Rep – 2/13/2012 – 7/12/2013

(failed industry pharmaceutical audit)

Sold national pharmacy reverse distribution program using a stale (3-year old) CRM database system to

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reach new business-to-business clients/customers/affinity account groups growing new business by 5%

annually using Internet-based strategies

Created and delivered presentations to leadership on project goals and plans, progress reports and overall

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project updates

Improved retention efforts educating or resolving objections creating solutions for existing accounts via

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Internet, social media, etc.

Coded returned medication from accounts using pharmacy industry guidelines and standards inputting

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information into SQL database, determining AWP and Estimated Return Value distributing B2B

reimbursement reports

WELLS FARGO, – 5/4/2009 – 12/5/2011 (downsized after mortgage crisis)

Loan Documentation Specialist 2

• Processed 575 conventional and government-issued mortgage loans monthly with 90%+ quality standard

• Evaluated mortgage loan documentation against compliance issues determining next steps

Collector 2 (promoted to LDS2)

• Received 50+ inbound customer calls and made 150+ outbound calls daily using Customer Relationship

Management (CRM) system to reach clients/customers through manual and automated means in a call

center environment

Skilled negotiator resolving account repayment disputes creating solutions completing cash transactions to

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retain business

Recognized with 7 customer service awards for extraordinary customer service

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TODD M. BEHRENDS, APR page 2

FISERV, Project Manager/Client Product Analyst – 4/15/2008 – 4/30/2009

• Lead project teams managing activities in short-term and long-term project life-cycles across multiple business lines

• Communicated with business partners to solve complex problems focusing on issue resolution meeting deadlines and contracted

Standards of Work within budget meeting monthly goals and increasing account sales and retention via the Internet and phone

• Produced a 98.5% client satisfaction level for company’s largest banking client (450,000+ accounts)

• Tested software located on SQL and UNISYS servers meeting Standards of Work of contracted

specifications

• Developed account/client-specific training programs, manuals, test scripts, and on-line product

demonstrations

• Created electronic banking Internet websites using Author, Fireworks and Photoshop software for clients

IOWA STATE UNIVERSITY, Membership Manager, Iowa Public Radio – 9/17/2007 – 3/31/2008

• Managed 5-person membership team mentoring, counseling and conducting performance reviews

• Exceeded fund raising, revenue, new acquisition and retention goals producing fund raising programs

securing 70% of organization’s $3 million annual operating budget using direct response, Internet-based activities,

and on-air appeals

• Created strategic membership marketing plans and Internet giving methodology using various web-based

platforms to grow member base by 12% year over year and increase annual revenue by 15% year over year

DES MOINES REGISTER, Retail Advertising Sales Manager – 9/15/2006 – 5/31/2007

• Managed improved sales performance of sales team increasing account/sales/market share and increasing

retention by 15%

• Conducted personalized client analysis and presentations to business to business accounts and clients

• Introduced and managed rollout of Internet on-line advertising program to accounts and clients, including

multiplatform sales products, integrating new ad formats resulting in a 40% increase in sales and account growth

and retention

BIG BROTHERS BIG SISTERS OF CENTRAL IOWA, Chief Development Officer – 3/1/2006 – 8/30/2006

• Managed relationships with 3,000+ constituents/accounts in order to recruit volunteers and increase

agency funding by 10% year over year with a 4-person resource development team

• Conducted media relations activities placing 20+ new stories in statewide media outlets in six-month

period.

• Revitalized the agency’s website enhancing content, and growing website traffic

• Shaped agency’s 5-year strategic plan to serve 2,011 children by 2011

IOWA COLLEGE STUDENT AID, Director, Marketing and Communications – 4/1/2005 – 11/1/2005

• Executed marketing, communications and online activities helping 55,000 high school students access to

financial aid

• Coordinated special events – including commission’s 2005 Iowa State Fair booth attended by 15,000

people, and 2005 State of Iowa Scholar recognition program attended by 1,000 people

• Senior Management Team member shaping and implementing the Commission’s five-year strategic plan

• Served as agency spokesperson, and developed new media relations training program

MEDIACOM COMMUNICATIONS CORPORATION, Manager, Communications – 3/1/2003 – 4/1/2005

• Spokesperson for nation’s 8th largest cable company producing 150 media releases and responding to 50

media calls yearly

• Promoted Mediacom’s mission through corporate sponsorship and employee involvement in Mediacom’s

350+ Midwestern communities by re-branding company’s position as a community leader

• Introduced and branded MC22, Video on Demand, digital video recorders, Internet, and telephone service

DRAKE UNIVERSITY, Director, Alumni & Development – 2/1/2001 – 3/1/2003

• Secured $2 million in donations per year increasing annual and planned giving 5% year over year,

helping the university raise $190.5 million through management of relationships with over 20,000 accounts,

donors and prospects

NCMIC GROUP, INC., Public Relations Specialist – 11/1/1995 – 2/1/2001

• Introduced new property and casualty insurance and financial services products (annuities, credit

cards, loans, leases, etc.) producing cross-selling opportunities growing market share by 20% to new and

existing accounts

• Responsible for facilitating project team meetings, building and maintaining working relationships with technology and business

partners to manage overall project scope and execution

• Developed and monitored $3.5 million marketing/advertising/PR budget

• Produced award-winning collateral materials – including innovative website – to increase account

sales

• Developed and distributed marketing materials to convert company structure from a mutual insurance

company to mutual holding company resulting from Iowa insurance legislation

ADDITIONAL CAREER ACCOMPLISHMENTS

SIMPSON COLLEGE, Lecturer, Business and Communication Studies 7/1/1998 – Present

Lecturer at Ankeny, Indianola and West Des Moines campuses. Manage weekly activities of 15 to 20 adult learners in a classroom setting. Provide coaching, motivation,

training and development to maximize educational opportunities. Responsible for the overall performance and productivity of students. Utilize classroom and web-based

training tools and techniques for training program development and delivery. Advise, counsel, and mentor students. “Alpha Sigma Lambda Excellence in Adult Education”

award two-time nominee. Teach, engage and train students on effective Internet sales strategies, traditional sales strategies and Social Media sales and marketing strategies; and

marketing and project management techniques.

DES MOINES AREA COMMUNITY COLLEGE, Lecturer, Business Studies 8/1/2008 – Present

Lecturer at Ankeny and West Des Moines campuses. Manage weekly activities of 15 to 20 adult learners in a classroom setting. Provide coaching,

motivation, training and development to maximize educational opportunities. Responsible for the overall performance and productivity of students. Utilize

classroom and web-based training tools and techniques for training program development and delivery. Advise, counsel, and mentor students. Teach,

engage and train students on effective Internet sales strategies, traditional sales strategies and Social Media and marketing strategies; and marketing and

project management techniques.

EDUCATION

Master’s in Public Administration Drake University

Bachelor of Science in Public Relations Northwest Missouri State University

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