Sales Customer Service

Summary of Qualifications

Owner of Jargon Marketing and Communications based in Madison, Wisconsin.

Consultant in change communications line of business with more than 10

years experience in marketing and communications leadership, specializing

in strategy and execution during complex business transformation

initiatives.

o Strategic Change Communications

o Customer Readiness Solutions

o Change Management Consulting with Emphasis on Sales Support

o Product/Services Marketing

professional experience

o Strategic Change Communications Consultant: Large financial services

firm, Sales and Operations divisions

. Wrote and prepared communications supporting complete Sales force

realignment.

o Strategized and wrote materials designed to foster understanding of and

agreement with the company vision for radical changes to the Sales force.

o Deliverables included "Day in the Life" articles, job aids, leadership

messaging, presentations, and content management on new intranet-based

Message Center.

. Prepared numerous internal departments and locations for significant

Customer Operations transformation efforts, with an emphasis on

maintaining back-office service levels and effectively responding to

customer questions in various call center areas.

o Served as project manager for communications, ensured appropriate

deliverables, channels, and audiences were aligned with key milestones

and messages.

o Developed and managed contingency plan for communications during IT Go-

Live and beyond. Worked closely with escalation team to communicate

resolutions.

. In 9-month crisis period following failed system implementation,

established continuous line of communications between project team,

remote Operations contact center, and Sales.

o Worked with leadership to strategize and communicate system challenge

issues and solutions; attended leadership strategy sessions, wrote

leadership messaging.

o Worked directly with developers to understand what was working and what

wasn't; translated this information into daily talking points for

customer-facing front-line staff and often for leadership; became point

of contact for system updates to the field.

o Built, updated, and managed content on internal newsroom concept to

provide real-time information to front-line agents during crisis period.

o Participated in weekly teleconferences with Sales segment; delivered and

explained system updates for relay to customers; kept leadership informed

on all questions/answers covered.

. Supported communications designed to foster employee engagement during

announced position eliminations that ultimately did not transpire,

requiring a high degree of tactful communications during sustained

period.

o Customer Readiness Solutions Consultant: Customer Service Business

Process division of major insurer

. Led Customer Readiness communications rollout strategy that resulted in

customers who were well-prepared for the changes impacting their own

business operations and customer service activities.

o Invested time with developers learning the intricate details behind

subject matter; used that knowledge to translate complex process changes

into something easy to follow and understand by customers.

o Deliverables included customer transition guides, talking points for

Sales team, internet content, and communication "splash pages."

o Reviewed and edited training scripts and provided subject matter quality

control for online customer training modules.

. Designed, developed, wrote, and managed database programming for more

than 700 customized transition guides. The guides delivered personalized

change management information directly to affected customers, based on

each customer's varying settings and product use.

o Designed delivery of guides through innovative approach allowing Sales

reps to easily locate personalized customer documents on the SPN

(SharePoint Network).

o Change Management Consulting with Emphasis on Sales Support: B2B

Insurance Product Line

. Communicated complex and voluminous systems and process changes through a

strategy integrated with operational process and systems design,

deployment, and training efforts.

. Developed and implemented customer communications plan and timelines for

IT system launch, coordinating Product, Sales, and Operations team

members and content, and working closely with Sales leaders to ensure

field preparedness.

. Coordinated Operations-related transformation updates with Sales

communications; ensured Sales understood their role in communicating to

customers; strategized and wrote customized job aids.

o Global Change Communications Manager, Paris-based Futures and Options

firm, Chicago office

. Responsible for developing internal communications plan for 2-year

finance and accounting system transformation (ERP implementation)

o Wrote and executed against communications plan, including input on

overall change management plan

o Deliverables included global "town hall" presentations, go-live

countdowns and announcements, ad-hoc communications, and program team

executive presentations

o Product/Services Marketing

. Writing: Developed, wrote, and delivered hundreds of customer-facing

articles on topics ranging from retirement planning to safety advice to

human interest pieces. Clients ranged from associations to major

insurers.

. Publications: Designed, wrote or edited, and managed publication and

distribution of hundreds of thousands of marketing-based newsletters for

financial institutions.

. Video: Interviewed developers and SMEs, wrote script, and managed

production for video promoting release of new technology platform for B2B

insurance product. Strategized, wrote and coordinated corresponding Sales

materials to introduce and frame the video.

. Variable Data: Developed, edited, and managed Realtor-based newsletter

personalized by region and geo-coded to coordinate the display of bank

locations with Realtor addresses.

. Creative Services: Managed independent marketing team producing materials

for various clients for more than 10 years. Team won seven ADDY awards

from the American Advertising Federation in two-year period.

client roster

Companies have included CUNA Mutual Group, Sentry Insurance, Newedge Group,

Knights of Columbus Insurance, Overture Center for the Arts, Wisconsin Auto

and Truck Dealers Association, and AnchorBank.

Achievements

Prosci-Certified Change Management Consultant, Emphases in Communications

Board Member, Madison Chapter of the American Advertising Federation

Founder and Owner of Jargon Marketing and Communications, LLC

(www.jargonmarketing.com)

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