Project Manager Customer Service
Resume:
Yvette Widmar
***** ********* *****, ***********, **** 44026
************@*****.***
OVERVIEW
Resourceful leader with extensive marketing and business management
experience, encompassing project management, direct marketing, digital
marketing, strategic management and database analysis, with the ability to
translate marketing ideas and concepts across all organizational levels. An
organized and proficient project manager, skilled at seeing the big picture
and identifying tasks to facilitate on-time and cost-efficient completion.
EXPERIENCE
Cleveland Clinic, Beachwood, OH 10/09 - current
Cleveland Clinic is a non-profit academic medical center that integrates
clinical and hospital care with research and education. Cleveland Clinic is
ranked as one of America's top hospitals.
Project Manager Contract position
Internet and Interactive Marketing
. Acts as a liaison between Interactive Marketing team member, content
contributors and project stakeholders.
. Interface with various stakeholder groups to set expectations and develop
monthly production, review and sign-off project plans.
. Work with department leadership to ensure end-to-end delivery of project.
. Developed detailed work flow plans, schedules and status reports.
. Implemented project tracking and analysis.
. Identify and mitigate risks to project timeline and processes.
. Manage deadlines and deliverables with internal contributors and medical
staff.
. Lead regular production team meetings to manage schedule, obtain updates,
discuss issues and resolve problems with the project.
. Ensure adherence of project to quality standards, technical and other
requirements.
WorkPlace Media, Mentor, OH 9/95 - 6/09
National marketing firm that focuses exclusively on helping clients reach
the working consumer. The core of the firm is a coast-to-coast network of
over 920,000 American employers that represent over 64 million at-work
consumers. Products include turnkey marketing campaigns for major national
clients within the Restaurant, Retail, and CPG categories.
Director, 1/05 - 6/09
Areas of Responsibility:
Project Management - Responsible for leading cross functional
projects from start to
finish, many of which spanned
multiple months.
Digital Marketing - Led web development, SEO, on-line incentive
distribution, e-mail campaigns and on-line advertising.
Database Marketing - Secured additional information about the
businesses in the
database and utilized several
methods to market to them and
strengthen the relationships.
. Directed development of new corporate web site, concentrating on solid
visuals, informative content and strong SEO. Utilized Google Analytics to
establish benchmarks. (workplacemedia.com)
. Managed web site for business database, which allowed members to log-in
and update their information and provided updated content for users
regularly. Site included a section that was utilized to survey the
marketplace for specific client research requests. (workplacenet.com)
. Partnered with MRI (Mediamark) for client specific research, including
developing consumer insights for Altoids' roll-out of their chocolate
covered mint product. Continued partnership with MRI on an annual basis
for auditing purposes.
. Developed in-depth survey research process for key strategic clients in
order to add value to their experience and support client retention.
. Created multiple client specific web sites used to gather additional
research from business audience, able to combine annual responses and
benchmark consumer attitudes in order to forecast results.
(hannaford.workplacenet.com, campbells.workplacenet.com)
. Created web site for DirecTV in order to provide on-line incentive to
business database and offer a new method of distribution.
(directv.workplacenet.com)
. Employed e-mail marketing campaigns to prospective clients with a typical
response of 2-4%, and e-mail marketing campaigns for client marketing
programs with a typical response of 10-12%. Client campaigns included
Goodyear, 7-11, Firestone and Subway.
. Acted as targeting expert for key client programs in order to ensure
developing the best database for each client's marketing goals, targeting
options included geography, size, type of business and competitive
filtering. Utilized targeting expertise with client El Pollo Loco to help
save client contract and provide unique targeting specific to client
needs.
. Utilized mapping technology partnered with targeting to secure a test
campaign with Denny's.
. Streamlined workflow by implementing Salesforce.com to support Sales team
and provide marketing initiatives with an additional tool for campaign
measurement.
. Performed Voice of the Customer research to identify ways to improve
service and product offerings to clients and to business database.
. Managed multiple external IT vendors in order to complete annual
strategic initiatives, semi-annual review of each vendor performed to
maintain integrity of relationships.
Manager - Information Technology, 8/00 - 12/04
. Created internal IT department and eliminated need for outside IT vendor
within the first year saving $60,000 annually.
. Launched, and successfully completed, $250,000 software development
project designed to generate custom business list and act as the
company's operations software, managing the operations side of the client
marketing programs from start to finish.
. Directed $200,000 annual database maintenance project, tested various
methods of communication with businesses in database to determine most
effective balanced with the most cost efficient.
. Increased network stability dramatically and maintained 99% network up-
time annually.
Account Services Manager, 1/97 - 7/00
. Drove the development of the largest client accounts - Goodyear, Ruby
Tuesday, Denny's, Longhorn, Wendy's, Red Lobster and Sherwin Williams -
increasing year over year client retention by 10% and year over year
client spend by 8%.
. Managed marketing initiatives for all Sherwin Williams grand openings,
including coordinating in-store grand opening events.
. Led staff of 4 and effectively managed all operations departments in the
implementation of client marketing programs.
. Created and implemented process for all stages in client marketing
programs in order to increase operational efficiency and client
satisfaction.
. Developed presentations with Sales person for prospective clients and
attended sales calls for key accounts.
Customer Service Supervisor, 9/95 - 12/96
. Managed telemarketing staff of 10 - 15 employees.
. Oversaw all inbound Customer Service calls and inbound telemarketing
for client marketing programs.
. Developed relationships with business database, experiencing a 70-90%
acceptance of the client message within the business.
SOFTWARE
Microsoft Suite - Word, Excel, Power Point, Outlook, Access, Project,
Sharepoint
Salesforce.com
EDUCATION
Project Management (PMBOK) - New Horizons, 2007
Microsoft Project - New Horizons, 2007
Executive Education program - Case, Weatherhead School of Management, 2007
Introduction to Emotional Intelligence
Change Leadership
System Thinking, Navigating through Complexity
Managing for Motivation
Kent State University, Kent, OH
BA, Business Administration / Marketing, 6/95
Contact this candidate