Customer Service Marketing
Resume:
R U S S E L L E. D A W S O N
Osceola, Indiana 46561
Home: 574-***-****
Cell: 574-***-****
E-Mail: **********@*******.***
GOAL
To use my experience and expertise in sales, research, customer service and
strategic/tactical planning in the support of internal and external
customers, thereby satisfying my passion for contributing to the success of
the company and its customers.
ACCOMPLISHMENTS
. Customer Support -
o Created and Implemented seasonal, as well as ongoing, multi-
media advertising programs for member Independent Retail Drug
Stores. Created TV, Radio, Billboard, Newspaper and Circular
advertising as part of total advertising packages
o Created and Implemented in-store promotional programs for co-
op member Independent Retail Drug Stores, using price
promotions, point-of-sale promotions and special-event
promotions
o Created and Implemented special events for Independent Drug
Stores, including "Christmas Buying Shows", Golf Outings,
Incentive Programs, etc.
o Participated in the creation, presentation and implementation
of Credit Union Corporate and Branch strategic marketing
plans by researching, analyzing, and presenting market data
utilizing MCIF, transactional, governmental and other
internal/external source information to Senior Management
o Implemented Credit Union Corporate and Branch promotional
programs using member profiles created from MCIF,
demographic, geographic and other types of available data
o Spearheaded the Credit Union's relationship with the Raddon
Financial Group, attending the semi-annual Credit Union
seminars, analyzing the peer data obtained at the seminars,
identifying the opportunities in our markets using the Raddon
data, then participating in the creation, presentation and
implementation of the resulting marketing strategies and
tactics
o Coordinated and Implemented the Raddon CEO Financial Survey
data collection process and participated in analyzing and
implementing the marketing opportunities gleaned from the
information
. Problem-Solving -
o Participated in identifying and analyzing new branch sites,
new SEG opportunities, new product opportunities, new vendor
relationships, new merger opportunities and other business
opportunities
o Designed and Implemented Market Research Surveys, including
paper surveys, electronic surveys and focus groups to provide
options for specific customer issue resolution
. Analytical/Critical Thinking -
o Analyzed MCIF information using tools available not only
within MCIF, but also outside applications, such as Excel,
Word, SPSS, Visual FoxPro, etc.
o Analyzed and Presented results from Surveys, Focus Groups and
other Market Research projects to support customer issue
resolution
o Used many forms of research to identify issues and
opportunities for internal and external customers
. Relationship Building -
o Created, Planned and Presented instructional seminars for
peer Wholesale Drug Company Executives
o Planned and Implemented instructional seminars for
Independent Drug Store owners
o Developed and Maintained constructive working relationships
with internal and external customers, allowing for open
communication and effective problem-solving
. Teambuilding -
o Created and directed co-ops of Independent Retail Drug
Stores across northern and central Indiana, Michigan and Ohio
o Developed and Directed teams of peers to identify, research,
analyze and provide resolution to company issues
o Worked with Senior Management teams to create and implement
strategic/tactical company plans
. Attention to Detail -
o Implemented individual detailed promotional plans for 85
members of Independent Retail Pharmacy Co-op programs
o Researched, Created and Implemented Plan for migrating MCIF
vendor from Harland to Raddon, including testing and actual
migration
o Participated in researching, analyzing and implementing
conversion plan for company core computer system
. Time Management -
o Purchased pharmaceuticals, health-and-beauty-aids, general
merchandise and promotional merchandise, re-organized the
picking shelves in the warehouse, made daily outbound calls
to pharmacies for their orders, designed and directed annual
physical warehouse inventory and ran an outside sales
territory, all at one time for a period of 4 years
. Computer Proficiency -
o Maintained and updated Harland's MCIF system for two $1
Billion credit unions
o Added new sources of information to MCIF (peripheral vendor
information, appended demographics, transaction information,
targeted customer mailing lists, etc.)
o Proficient in Word, Excel, PowerPoint, Visual FoxPro, SPSS,
Marketing Customer Information File software, SQL
JOB EXPERIENCE
. United Federal Credit Union - St. Joseph, Michigan - 5 years
o Business Intelligence Analyst
o Marketing Analyst
. Teachers Credit Union - South Bend, Indiana - 10 years
o Database Administrator
o Data Center Specialist
o Marketing Research Specialist
o MCIF Coordinator
. Alco Health Services - Mishawaka, Indiana - 4 years
o Retail Independent Pharmacy Co-Op Program (FIP) Coordinator
o Retail Drug Store Consultant
. Michiana Merchandising Systems, Inc. - Mishawaka, Indiana - 14 years
o Director of Marketing
o Retail Drug Store/Hospital Consultant
o Retail Independent Pharmacy Co-Op Program (TIP) Coordinator
. South Bend Drug Company - South Bend, Indiana - 4 years
o Retail Independent Pharmacy Co-Op Program (PSP) Coordinator
o Retail Drug Store/Hospital Consultant
o Computer Operator
EDUCATION
. Colleges Attended - 84 Total Hours Completed
o Bethel College - Mishawaka, Indiana
o Indiana University South Bend
o Indiana University/Purdue University Fort Wayne
o Indiana State University - Terre Haute, Indiana
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