Customer Service Manager

DONALD W. HOFFMAN

**** **** *****, ********, ** *1906

706-***-**** (home) 810-***-**** (cell)

******@*******.***

SUMMARY

Seasoned communication/public/media relations professional with a record of

outstanding success and achievement in high-visibility positions in

external and internal communications.

EXPERIENCE

Aflac Worldwide Headquarters (NYSE: AFL), Columbus, GA 2007-2009

Manager, Business Unit Communications (Marketing)

A Fortune 500 company that provides insurance protection to 40 million

people worldwide.

. Directed and supervised the work of three direct reports.

. Wrote and edited letters, speeches, talking points and marketing

materials for Aflac executives' use in meetings with analysts, news

media, sales force, and employees.

. Resolved crisis issues and escalated customer complaints to the news

media in coordination with other business units.

. Developed strategic plans in coordination with business units to resolve

misunderstandings between Aflac and policyholders, including the

rewriting of computer-generated letters.

. Assisted External Communications with media pitches.

. Developed and executed destination / communication plans in coordination

with Aflac business units including Marketing, Claims, Key Accounts, and

Customer Service Center.

. Oversaw / monitored Aflac's Wikipedia pages to maintain correctness of

information.

. Served as a member of various departmental teams regarding public / media

relations efforts surrounding company initiatives and products.

. Supervised maintenance of policyholder testimonial database and use of

testimonials in strategic communications and advertising / marketing

promotions, internal digital display network, and talent recruitment.

Citizens Republic Bancorp. (NASDAQ: CRBC), Flint, MI, 2003-2007

Vice President / Public Relations Manager (Corporate Communications &

Marketing)

The largest bank holding company headquartered in Michigan and the 42nd

largest bank holding company headquartered in the United States.

. Directed and conducted strategic communications / public relations /

media relations / marketing activities designed to protect and enhance

the image of the corporation.

. Responded to media inquiries, served as spokesperson, and selected

spokespersons, working closely with senior management including CEO.

. Conducted proactive media relations activities including crisis

communications in several serious situations resulting in positive

resolution.

. Worked collaboratively to coordinate public relations activities in

conjunction with internal communications and with marketing function's

goals and objectives.

. Developed and coordinated public relations plans, strategies and tactics

in conjunction with the needs of individual markets throughout the

corporation's footprint.

. Supervised the work of the Public Relations Specialist and two outside

agencies.

. Developed speeches, remarks and presentations for external and internal

use by CEO and other executives throughout the company's footprint.

. Planned and coordinated public / media events including bank branch grand

openings.

. Drafted scripts and coordinated production of company video for external

use.

Bechtel SAIC Co., Las Vegas, NV, 2001-2003

Public / Media Relations Specialist

for U.S. Department of Energy's Yucca Mountain Project

The company provided research, science and engineering for the U.S. DOE in

support of the nation's spent nuclear fuel.

. Provided media-relations / communications support to U.S. DOE's

Institutional Affairs Office.

. Conducted media-training workshops for U.S. DOE and BSC executives.

. Instructed U.S. DOE and BSC employees in proper public interaction prior

to public events.

. Wrote speeches / talking points for U.S. DOE executives.

. Coordinated all Project speaking events / presentations.

. Spoke to general audiences about the Yucca Mountain Project.

. Spoke to Public Relations classes at the University of Nevada - Las

Vegas.

. Supervised Speakers Bureau Assistant.

. Wrote scripts / directed internal communications videos.

. Wrote white papers for U.S. DOE executives for submission to conferences.

. Conducted media / public tours of Yucca Mountain on the Nevada Test Site.

. Conducted tour-guide-training workshops.

. Staffed Yucca Mountain Project exhibits at international conferences.

. Assisted with conducting of public hearings as set forth in the Nuclear

Waste Policy Act.

NIBCO Inc., Elkhart, IN, 1995-2001

Public Relations Manager (Communications & Marketing)

A worldwide provider of flow control solutions to customers in the

residential and commercial construction, industrial and irrigation markets.

. Developed and executed successful strategic crisis communications plans.

. Created and executed internal communication and change-management

strategies.

. Maintained solid relationships with the news media; served as

spokesperson.

. Wrote speeches and remarks for CEO, executives and plant managers.

. Coordinated media events and created successful corporate-image

advertisements.

. Product-launch communications: Pitched and placed consumer new-product

information with print and electronic media nationwide, helping to create

brand awareness.

. Placed consumer product managers on nationally syndicated radio programs.

. Developed and placed news releases with news and trade media, including

on the Internet.

. Conducted media-training workshops for company executives, plant

managers.

. Created and wrote CEO's monthly business column published nationwide.

. Wrote technical / feature articles and case studies for trade

publications; drafted marketing business letters and wrote copy for a

variety of marketing materials.

THE AMERICAN LEGION NATIONAL HEADQUARTERS, Indianapolis, IN, 1993-1995

Public Relations Representative

The world's largest veterans' organization was founded in Paris, France in

1919.

. Responded to local, national and international news media communication

inquiries on the Legion's positions on a wide variety of national issues

including resolution of a signage dispute with the Smithsonian

Institution regarding a U.S military display.

. Served as spokesperson and arranged news media interviews with Legion

officials.

. Wrote and distributed news releases and media advisories to media outlets

nationwide.

. Placed Legion executives on nationally syndicated radio programs.

. Conceived, implemented and wrote op-ed column for the national commander.

. Developed news media contacts in host cities prior to annual National

Conventions.

. Wrote speeches and conducted media training workshops for Legionnaires

nationwide.

POLICE DEPARTMENT, Jackson, MS, 1991-1993

Public Information Officer

Serves and protects Mississippi's capital city.

. Restructured office and created a progressive, proactive relationship

with the news media.

. Served as communications spokesperson at all major crime scenes and

tactical operations.

. Handled a large volume of news media inquiries on a daily basis.

. Controlled the timing of the release of monthly crime statistics to

protect and enhance the image of the Police Department. Coordinated

police news conferences with Mayor's Office.

. Wrote speeches for the Chief of Police and created and wrote internal

newsletter.

THE CLARION-LEDGER, Jackson, MS, 1978-1990

Assistant City Editor

Mississippi's largest daily newspaper.

. Supervised and directed seven reporters in news coverage of events

throughout Mississippi.

. Assigned and edited news stories, mentored and guided reporters.

. Coordinated news coverage with other news departments, including photo

and graphics.

. Served as investigative reporter and state government/legislative

reporter prior to promotion.

THE MERIDIAN STAR, Meridian, MS, 1977- 1978

Assistant City Editor

News leader in Eastern Mississippi.

. Guided the news coverage of four reporters and edited their news stories.

THE ROSWELL DAILY RECORD, Roswell, NM, 1976-1977

Political Reporter

News leader in Southeast New Mexico.

. Covered local and regional political scene.

MILITARY SERVICE

Petty Officer, U. S. Navy

Served four years, including one year "in country" Vietnam

Received Vietnam Service medals and National Defense medal

Honorable Discharge

EDUCATION

B.S. Northern Arizona University

Major: Journalism

ACHIEVEMENTS/HONORS

IABC/LV Bronze Quill Award

Robert F. Kennedy Journalism Award (1st Place and Grand Prize)

Silver Gavel Award from the American Bar Association

First Place Investigative Reporting Award from the national Education

Writers Association

Associated Press Interpretive Reporting Award (First Place)

Associated Press Investigative Reporting Award (First Place)

MEMBERSHIPS

Public Relations Society of America

The American Legion

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