Customer Service Sales
Resume:
TONI L. MCDONOUGH
Brooklyn, WI 53521
608-***-**** cell
**************@*******.***
QUALIFICATION SUMMARY
An accomplished highly motivated marketing and customer service specialist with diverse
experience in various work environments. Recognized as extremely driven, disciplined and
creative in assisting management at different levels with customer sales opportunities and
customer marketing programs. Extremely proficient with client and customer one-on-one
interface with the unique ability to facilitate and implement the necessary action items that satisfy
and exceed their expectations. Consistently demonstrate self-initiative and determination in
satisfying the needs of the customer and achieving business results. Strong leader who offers
excellent organizational, writing and project management skills.
EXPERIENCE
U.S. CELLULAR, Madison, WI 12/2003 – 5/2009
U.S. Cellular has become the nation's fifth-largest full service wireless carrier, serving 6.2 million customers across the
United States.
Customer Marketing Manager – Central Region – WI, NE, IA (10/2006 – 5/2009)
Responsible for analysis, development, implementation and ongoing management of all regional
customer satisfaction and retention programs. Served as an extended member of the corporate
Direct Marketing and Sales Operations teams responsible for retention and loyalty activities,
programs, budgets and internal/external communications for the Central Region.
• Communicated, motivated and coached sales leaders, customer service leaders and front
line sales associates to deliver the Ideal Customer Experience.
• Improved communication to field achieving planned execution and voluntary churn
levels in 2007 and 2008.
• Served as the regional “voice of the current customer” analyzing aggregate customer
data and frontline information to determine trends and opportunities for improving
customer satisfaction.
• Delivered budget and planned results; increased Customer Lifecycle Retention Program
average by 45% in 2008.
• Increased Mystery Shop program performance average score by 27% in 2008.
• Regional (WI, IA, NE) “Customer Experience” team lead; 3 year planning projects and
loyalty programs.
• Designed, edited and approved corporate direct mail campaigns and regional newsletters.
• Contributed to external website content as well as internal website and news releases.
• Coordinated local media and community participation.
• Researched churn trends, competitive customer survey trends and performed thorough
gap analysis on market to improve customer satisfaction and industry position.
• Developed incremental regional reporting and analysis of region and market specific
churn reduction opportunities.
• Provided sales forecasting projections and key customer defection metrics.
• Led cross functional teams to improve customer satisfaction and retention, interfacing
closely with the Marketing, Sales, Customer Care, Finance and Regional leadership
teams.
• Improved communication to customer by bridging field and corporate team work.
• Consistently demonstrated clear project direction, support and on-going project
leadership.
Retail Wireless Consultant (12/2003 – 10/2006)
Provided superior customer satisfaction and achieved daily store and budget objectives.
Responsibilities included opening, closing and operating retail facility, cash/inventory counts and
verification, including receiving, processing and depositing all payments received. Assisted new
and existing customers with the purchase of cellular equipment and service. Participated in
marketing efforts to solicit new business, including but not limited to outbound calling,
community involvement, outreach programs, and promoting the U.S. Cellular brand inside and
outside retail locations.
• Surpassed individual sales targets for new customer acquisitions, sale of essentials, and
vertical features on a weekly/monthly basis while striving for the highest level of
customer satisfaction.
• Gained prospective customers through referrals.
• Responded to customer inquiries and problems.
THEBCO, INC., Madison, WI 10/2001 – 3/2002
THEBCO Windows, Doors & Siding, providing custom replacements of windows, doors and siding to your home.
Marketing Coordinator (College Internship)
Developed and implemented customer contact information, marketing and advertising
materials. Redesigned company logo, which increased branding and market presence.
• Developed and implemented promotional material and lead generation process, fostering
a 17% increase in company’s revenue.
• Worked with 3rd party marketing firm to conduct directing advertising efforts to stimulate
demand on a weekly basis.
• Improved sales reporting and financial analysis for management.
• Scheduled and maintained all customer follow-up contact ensuring job satisfaction while
setting up lead opportunities on new potential business.
EDUCATION
M.B.A., Marketing, University of Wisconsin, Whitewater, WI June 2004
B.A., Communications, University of Wisconsin, Whitewater, WI May 2001
Major in Public Relations, Minor in Marketing
Skilled in Microsoft Word, Excel, Access, PowerPoint, PageMaker, and MARS.
Continuing Professional Courses:
Manager Development Forum ACT
Performance Management Myers Briggs
The Five Dysfunctions of a Team Business to Business Marketing
Spanish 1& 2 Promotions and Strategies
Infotyme PR Planning
Goal Setting the SMART Way Personal Selling
Toni McDonough Page 2
Copy Editing and Layout Project Planning
Sales Management Publisher
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