MARY rUIZ
*** ***** **., ***. **-B ( PISCATAWAY, NJ 08854 ( PHONE: 786-***-**** (
abmrtw@r.postjobfree.com
Career Objectives
A highly accomplished, multi-faceted bilingual professional is seeking a
rewarding position in Customer Service Management with a dynamic and well
established organization.
EXPERTISE HIGHLIGHTS
Business Start-ups ( US & Latin Teambuilding and Training
America) Development of Training Materials
Customer Service Management Fully Bilingual (Spanish/English)
Customer Satisfaction Enhancement
Complaint Handling and Resolution
Professional Experience
Petro - South Plainfield, NJ 2009 to Present
Marketing Manager
Develop and implement marketing and brand strategies including promotional
strategies, brand integrity, and marketing collateral
Manage and execute marketing plans for Fall Oil - advertising (newsprint,
billboard, radio, TV), and targeted direct mail pieces (mailing over 2
million pieces during the Fall campaign; averaging a 2+% response).
Provide continuous creative direction, strategy, and marketing support for
all new acquisitions (12 in total). Overall gains for the first quarter
surpassed budget by 12%.
MERRILL LYNCH - CHESTER, NJ 2007 - 2009
Client Associate
Facilitated relationships between clients and two financial advisors in the
management of current assets and new sales for business exceeding $340 mm.
Prepared daily analysis and reports of market activity for brokers, that were
critical to making investment and trading decisions during the financial
crisis of 2008-2009.
Implemented special "Employee Care" programs that were critical to employee
morale during the Wall Street decline in 2008.
SIMMONS, AN EXPERIAN COMPANY - DEERFIELD BEACH, FL 2005 - 2007
Project Manager
. Managed a 127+ call center operation for data collection and market
research.
. Developed and implemented new controls and targets that increased
Hispanic Consent Rates by 10% within a 7 month period.
. Redesigned and updated all Call Center - Interviewers and Supervisors
- Training Materials, workshops and sessions, with new information,
high impact materials and inclusion of sales tools.
. Changed company's methodology and motivational techniques used with
Hispanic Interviewers and Supervisors that impacted performance and
increased production within the first quarter.
. Awarded with " The Golden Survey"; voted by call center reps in
recognition for outstanding management support.
THE DIRECT MARKETING ASSOCIATION (The DMA) - NEW YORK, NY 2000 - 2005
International Service Manager
. Liaison between the New York Office and 52 offices worldwide,
developing strong partnership with key countries that generated an
average of 18% revenue increase.
. Organized Trade Missions to Germany and The Netherlands; negotiating
outstanding sponsorships with top representatives of the industry (The
Deutsche Post, Bertelsmann Media WW and BMW).
. Played key role in the development of new strategies, creation and
coordination to capture new international membership -concentrating
primarily in Latin America-. Memberships increased steadily at a 6 %
per year.
. Created and executed strategic and tactical marketing program to
increase International members attendance to the DMA's seminars and
courses. Once implemented, international participation increased 15%
within the first year.
. Improved overall departmental productivity by at least 40%.
Reorganized project scheduling and budgeting and implemented project
tracking and production system.
OTHER EMPLOYMENT
. DRAFT DIRECT WORLDWIDE - CARACAS, VENEZUELA. Account Manager.
. TERRANOVE (TIME SHARING HILTON AFFILIATED) - MEXICO & COLOMBIA.
Regional Customer Service Manager.
. TELCEL (BellSouth Venezuela) - CARACAS, VENEZUELA. Customer Service
Manager.
EDUCATION
UNIVERSIDAD DE LOS ANDES- MERIDA, VENEZUELA
Bachelor of Business Administration. MBA, 1988
CAMBRIDGE UNIVERSITY - LONDON, ENGLAND
Certificate of Proficiency in English, 2002
INTERNATIONAL HOUSE, LONDON - ENGLAND
English Certificate, Grade 14th, Diploma (highest grade) with honors, 2003.