Customer Service Marketing

Amy Ellrod

** ***** ****** *** . **********, NH *3103

603-***-**** . *********@*****.***

Qualifications

Well-rounded communications and marketing experience including proficiency

in non-profit marketing and communications, direct marketing, online

advertising and sales support. Key strengths include:

. Ability to work well with cross-functional teams to understand

needs, uncover opportunities, recommend creative ideas and

solutions, and accomplish goals

. Astute analytical skills for measuring and reporting campaigns

. Vendor management to meet marketing needs

. Excellent communication skills, including ability to write for

executive level management

. Outstanding project management and organizational skills to

streamline processes

Education

. June 2008: University of New England, Health Literacy Institute,

Freeport, ME

. 2004 - 2005: Assumption College, Worcester, MA

Coursework completed in pursuit of a Masters degree in Business

Administration with a concentration in Marketing

. 1996 - 2000: Assumption College, Worcester, MA

Bachelor of Arts in Marketing and Communications degree obtained

. Certificate courses completed in Microsoft Word, Excel, FrontPage and

Access and Adobe InDesign and Photoshop

Work Experience

January 2008 - Present: Director of Communications & Marketing, NH Healthy

Kids Corp, Concord, NH

. Manage all functions and direct reports of communications including

marketing, volunteer program, outreach and development

. Develop annual marketing and outreach plan to reach organizational and

departmental goals

. Coordinate the development of all outreach, marketing and promotional

collateral

. Plan and coordinate all corporate events including annual meeting,

application coordinator trainings, health fairs and other community

events

. Oversee development and production of annual corporate report

. Develop and maintain a media kit and coordinate media engagement

. Develop direct marketing initiatives to re-market organization to

prospective families

. Contribute to the development of presentations, issue briefs, fact

sheets and other written materials about NHHK and the Healthy Kids

programs

. Review and edit standard customer service letters and other print

materials to ensure readability by low-literate readers

. Oversee the maintenance and enhancement of organization's web site

. Work with the management team and community partners to identify new

or persistent barriers to enrollment in children's health coverage

programs and devise new approaches to reaching these families

. Work with CEO to develop and implement advocacy strategies to advance

children's health coverage

Accomplishments

. Promoted to Director of Communications & Marketing from Communications

& Marketing Specialist following nine months of employment

. Reduced collateral development and printing costs by 50% via

researching new vendors and implementing a system of reviewing costs

. Developed a successful branding strategy to establish greater

recognition in communities

. Jump started corporate volunteer program by increasing number of

volunteers by 50%, connecting volunteers with opportunities that align

with corporate outreach strategies, establishing screening and

training procedures, and creating a recognition program for active

volunteers

July 2006 - December 2007: Marketing Coordinator, Options Publishing,

Merrimack, NH

. Coordinate all aspects of direct mail campaigns for K-12 educational

publishing including vendor management, sales communications and

support, inventory control, and ROI reporting

. Copywriting and quality control for all collateral

. Manage corporate website - 2007 Corporate Website Enhancement Project

and all product and pricing changes

. Execute all email campaigns including up-front design and creation and

back-end tracking for success metrics

. Communicate marketing initiatives to all members of the home office

and sales force

. Supervise Graphic Designer and Sales Support Specialists

. Develop and document Customer Service procedures including training

for new initiatives and best practices

Accomplishments

. Managed project to update and streamline sample order entry process to

increase productivity, improve communications between Operations and

Sales, create a prospect database and increase ROI for marketing

initiatives

. Efficiently managed multiple projects simultaneously while utilizing

excellent organizational/critical thinking skills and good judgment;

consistently able to provide high-level, systematic standards of

performance

. Exceeded cost reduction goals by 35%, delivering $330,000 in savings

in one year

. Increased ease of use and traffic rates of corporate website by adding

increased functionality and branding

2003 -2006: Agency Services Specialist, The Hanover Insurance Group,

Worcester, MA

. Pilot & supervise project to restructure company's contracting and

licensing procedures

. Develop and implement a process to introduce Hanover's processes,

policies, technology, education and collateral to new agencies

. Mentor team members to provide them with knowledge and skills to help

them grow within the organization

. Serve as Service Captain to deliver corporate-wide Service Campaign

and provide outstanding customer service to all internal and external

customers

. Contact state departments of insurance to ensure licensing is within

compliance with state guidelines

. 2004 United Way Events Committee Leader and Coordinator - Plan and

execute events for the month-long United Way campaign for 2000

employees

Accomplishments

. Facilitated an organization-wide reorganization effort to reduce

costs, improve productivity and efficiency, and increase profitability

. Organized and participated as a lead in task forces set up by

management to improve employee customer service standards

. Acted as a team leader and assist team members with project management

including problem solving, training and time management

. Received several peer nominations for corporate service awards

2003: Traffic Coordinator, Ashton International Media, Worcester, MA

. Created a cataloging systems of all traffic materials to increase time

management and service standards

. Provided excellent customer service to all advertisers and received

praise and acknowledgement of improvements to traffic department from

advertisers

1998-2002: Marketing Associate, Masterman's, Auburn, MA

. Established target audiences for all marketing initiatives to increase

ROI

. Increased employee participation & contribution in company-sponsored

events by 80% by utilizing resources in a more efficient and appealing

manner

. Successfully managed multiple projects simultaneously, using effective

time and priority management skills

Computer Skills

. Microsoft Office: Word, Excel, PowerPoint, Access, Outlook, Publisher,

FrontPage, Project, Visio

. Adobe: Photoshop, Pagemaker, InDesign, Illustrator, Acrobat

. CoffeeCup HTML Editor

. Experience with both PC and Macintosh-based systems

Other Affiliations

. Board Member, NH Women's Alliance

. Board Member, Secretary, Public Relations Society of America Yankee

Chapter

. National Covering Kids and Families Network, Member Communications

Committee

. NH Child Advocacy Network, Member

. NH Voices for Health, Member

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