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Customer Service Management

8648, United States
May 25, 2010

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* ****** ***

Lawrenceville, NJ *8648

Home (609) ***-****

Cell (609) ***-****



. Diverse business professional with extensive corporate experience,

financial background and marketing expertise

. Exceptional analytical, communication and interpersonal skills

combined with a dedicated work ethic

. Advanced understanding of corporate interactions through the design

and implementation of multiple projects

. Strong leadership and management skills complimented with an

unwavering attention to detail

. Solid reputation for achieving results through hard work, dedication

and the constant desire to succeed



Project Coordinator

(10/08 - Present)

. Effectively manage and coordinate all aspects of implementation

programs and procedures designed to enhance operational improvement

projects for builders and property management companies

. Ensure the planning, scheduling and execution of programs and

operations are on time, on target and on budget through effective

planning, logistics and implementation

. Collaborate with management to develop and execute integrated customer

communication strategy via e-mail, direct mail, instant messaging and

social media tools

. Coordinate the production and submission of documentation and

compliance materials to the appropriate administrative entity to

fulfill contractual obligations.

. Design content of all contracts and proposals using Adobe PageMaker,

QuarkExpress and Microsoft Publisher

. Organize, write, present and distribute weekly progress reports to

company management and clients

. Communicate with vendors and contractors concerning work scheduling,

fees, quality of workmanship, and certificates of insurance

. Review and analyze financial statements, weekly operating reports and

all other financial results

. Fully accountable for the continuous production of the highest quality

services consistent with contractual requirements and established

standards to maintain and support client satisfaction at a level that

ensures account retention

MERRILL LYNCH (Consultant)

Marketing Project Coordinator, Global Wealth Management

(10/03 - 09/08)

. Developed tactical marketing communications programs and campaigns

designed to educate plan participants on retirement planning, focusing

on life insurance, annuities and long term care insurance to help plan

participants develop the correct strategy and resources to invest for

the future

. Created various types of marketing materials including web content,

multimedia sales presentations, customer collateral and

internal/external training materials to ensure the latest available

information was available to Financial Advisors as well as the public

. Wrote, edited, designed and managed creative content for the Merrill

Lynch Wealth Management internet website

. Monitored all content changes for the Merrill Lynch Wealth Management

internet website on a daily basis to ensure continuity between the

editorial, publishing and legal departments thus ensuring the most

current and accurate online information was communicated

. Edited communications to have a logical flow and assure that materials

produced were grammatically correct and used proper English while

integrating revisions from the legal and marketing teams to ensure

efficiencies with content were reflected and observed to meet

applicable regulatory compliance standards

. Leveraged internal and external resources to deliver compelling

integrated marketing programs that included online and offline

collateral, advertising, public relations, sales tool kits and


. Coordinated the scheduling, planning and printing of communications and

materials for large departmental presentations

. Targeted credit card acquisition and activation communications to

perspective and existing clients through various internal and external

channels to achieve maximum market penetration

. Interfaced with Global Bank Group managers, card product management,

rewards management and multiple internal and external business

partners in the development and execution of brand-consistent and

relevant communications

. Developed and maintained credit card acquisition content for Products

& Services marketing internet website, Advisory newsletter and service

manager communications to provide latest information on credit card

products available


Project Coordinator, Pharmaceutical Development Informatics

(3/99- 7/03)

. Monitored budget issues and contractor expenditures though detailed

quantitative reports evaluating the departmental cost effects to all

Integrated Supply Chain Initiative programs and made appropriate

recommendations to management

. Responsible for SAP procurement, invoice tracking, monitoring of

approval process and providing operational support in allocating

resources in order to control expenses and maintain a balanced budget

. Determined and implemented corrective measures for controlling data

discrepancies in order to maintain continuity and standardization

throughout the Integrated Supply Chain

. Facilitated effective communication strategies by coordinating the

scheduling, planning and logistics for large departmental

videoconference presentations; saving the company millions of dollars

in travel expenses

. Participated in many cost saving projects designed to enhance

productivity while simultaneously reducing overhead


Associate Marketing Specialist, Asset Management

(05/98 - 12/98)

. Worked with Financial Advisors in providing clients with accurate

information by keeping abreast of procedures and delivering high

quality customer service, stressing client focus, product knowledge

and problem resolution

. Made presentations to Financial Advisors, Associates and Sales

Assistants to drive new initiatives and develop innovative approaches

to achieving overall business objectives

. Provided daily management of new account opening functions while

stressing adherence to firm and regulatory policies and procedures

while promoting client acquisition and retention


Executive Branch Manager, Consumer Lending and Business Development

(2/96- 2/98)

. Managed all sales and operational functions of $24 million branch office

. Approved residential mortgages, home equity and consumer loans within

assigned credit limits

. Ensured that established branch growth and profitability goals and

objectives were met or exceeded on a regular basis

. Planned and administered business development referral program among the

professional community

. Responsible for hiring and developing a staff that consistently

realized their highest potential while continuously striving to reach

the common goals of the branch office while valuing the customers


. Established unsurpassed customer service and took every opportunity to

strengthen the company's public relations image within the community


Branch Manager, Consumer Lending and Sales

(3/91- 2/96)

. Supervised the operation of a $20 million consumer branch office in

the most profitable and efficient manner by adhering to all company

policies, standard operating procedures, and regulatory requirements

. Developed branch business plans to originate residential mortgages,

home equity and consumer loans and ensured that the strategies in

place were followed to achieve company objectives in maximum growth

and business development

. Maintained an up-to-date knowledge of all laws and regulations

affecting residential mortgage lending and origination

. Encouraged staff to maintain contact with customers, merchants, and

the community to promote and develop business

. Supervised, trained, evaluated, and coordinated all activities of the

branch staff engaged in making all loans and collections of delinquent

customer accounts


. B S Business Administration - Marketing and Finance

Rider College - Lawrenceville, New Jersey


OPERATING SYSTEMS: Experience with server/desktop support in a Windows 2000

and Windows NT environment

WIN 95/2000/NT/ME/XP/Vista

SOFTWARE SYSTEMS: Microsoft Word, Excel, PowerPoint, Access, Express,

Outlook, Publisher, HTML, Adobe Photoshop, Illustrator, InDesign, Quark,

QuarkXPress, Corel WordPerfect, Corel PageMaker, SAP, SharePoint,

Frictionless, EasyReq, Beeline, Documentum, Netscape Communicator,

Aprimo, Restrac, Org Plus, Quicken, QuickBooks, Lotus123

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