Customer Service Manager

Brian M. Steffen

**** **** *** ***** ***********, UT 84663

Home: 801-***-****, Cellular: 801-***-****, E-Mail: ********@***.***

Executive Summary

* Eight years experience in business management, including: marketing,

training, growth, and customer service in a fast-paced environment;

demonstrated record of success in improving efficiency, increasing

productivity, and generating increased revenue while lowering costs

* Designed and implemented the corporate marketing plan for over 60

facilities owned by The Ensign Group, a public, multi-million dollar

firm in the healthcare industry

* Three time recipient of Enterprise Rent-A-Car Branch Exceptional

Achievement Award

* Master of Business Administration, Marketing, Brigham Young University

Marriott School-#22 ranked MBA program in the nation (Business Week)

Career Profile

The Ensign Group, Santa Rosa, CA

2008

MBA Summer Intern

. Designed and implemented the corporate marketing plan that is currently

in use by over 60 facilities

. Developed a marketing plan tool to guide Ensign Administrators in

designing future marketing plans

. Directed training seminars for the marketing staff of multiple

facilities

. Created and implemented satisfaction surveys for customers and staff

. Conducted medical supply research which lowered operating costs by an

average of 17% across six facilities

Chrysler Financial, Salt Lake City, UT

2008

Team Lead-MBA Market Research Field Study

. Conducted consumer insight market research by designing an online

survey and collecting over 800 responses

. Presented findings and recommendations to Chrysler Financial Bank CEO

to aid them in the development of a new high-yield, online banking

product

Enterprise Rent-A-Car, Las Vegas, NV

Branch Manager

2004-2007

* Received three Exceptional Achievement Awards and six Fleet Growth

Awards by consistently finishing the fiscal year as one of the top

performing offices in Nevada

* Responsible for a 29% increase in operating profit due to lowering

costs, increasing sales, and training staff

* Increased fleet size 37% by direct marketing to local business owners

to gain customer referrals and implementing a monthly marketing matrix

for each employee

* Increased protection package sales by 31% by training and motivating

sales team

* Achieved a region-best 87% customer service score-an increase of 24%

from previous performance-by training employees to give top quality

service and personally managing customer complaints

* Reduced costs over $110/car by collecting all past-due balances and

minimizing risk of additional bad debts

* Promoted 11 employees to positions of leadership at other offices

through strategic leadership and guidance

* Achieved 100% employee retention by developing a strong team

environment and fun place to work

Assistant Manager

2002-2004

. Promoted four times as an Assistant Manager to larger offices by

consistently exceeding performance expectations

. Member of Enterprise FOCUS Team responsible for establishing work/life

balance for over 900 employees by communicating employee concerns to

upper management and planning family-friendly events for employees

Management Trainee

2001-2002

. Received the only "exceeds requirements" review for first-year employees

that fiscal year

. Exceeded corporate expectations by completing all requirements and tests

for promotion in the first ten months

Education

Brigham Young University Marriott School, Provo, UT

2009

Master of Business Administration, Marketing Emphasis

* Academic Scholarship

* Vice President of Program Enhancement and Recruitment-MBA Marketing

Association

Southern Utah University, Cedar City, UT

1999 Bachelor of Science, Business Administration,

Marketing Minor

* Leadership Scholarship

* Life-Loyal Member of Sigma Chi International Fraternity

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