Project Manager Customer Service
Resume:
Barbara Summers Richter
Bloomington, Illinois 61704
abnbfg@r.postjobfree.com
Summary of Qualifications
Hit the ground-running marketing professional with a proven record of
accomplishment in planning, leading and executing a variety of business
strategies to support organizational goals and financial objectives. Well-
rounded marketing background with strengths in three core areas: Marketing
Communications (traditional and online), Merchandising and Performance
Improvement Initiatives (employee and consumer based). Possesses strong
leadership and project management skills; effective in building
cohesiveness and common direction among cross functional groups and skill
sets.
Professional Experience
Electrolux Home Care Products, Bloomington, IL (2002 - Present)
National Trade Marketing Manager
. Directs "last 3-feet" of marketing strategy for the following big box
retailers: Walmart, Sam's Club, Costco, Sears and Kmart.
- Develops strategic direction for Electrolux and Eureka brand marketing
efforts with national sales directors for noted key accounts.
- Manages trade specific advertising initiatives ('All You', 'First' and
'Parade' magazine), packaging, point-of-purchase materials, in-store
displays, rebate/coupon offers, public relations, website updates and web
marketing campaigns.
- One direct report, P&L responsibility.
- Manages Associate Trade Marketing Manager who oversees independent
dealer channel (3000+
regional/commercial accounts).
- Developed turnkey online marketing tools that support sales staff and
regional trade partners with 24x7 collateral and display fulfillment,
image retrieval, and advertising templates for ROP advertising and in-
store promotions.
- Key Accomplishments:
- From global consumer insights developed a number of in-store
merchandising strategies that effectively engages the three
communication learning styles (auditory, kinesthetic/tactile, and
visual) at shelf to drive desired purchase behaviors (2007-2008).
Taking best practices and implementing similar programs online
throughout 2009.
- Developed and implemented strategic direction associated with re-
branding of the Eureka product line - including the product logo,
packaging redesign and all consumer and trade touch points (2008-2009).
- Special Projects:
- Member of Innovation Steering Team. Developed strategic direction for
incentive program implementation, including employee communications,
rules structure, and rewards. Trained as an ideation lab facilitator
and serves as project sponsor for a number of cross-functional
initiatives (2007-2008).
- Project managed Sarbanes-Oxley compliance initiative for North American
operations. Managed the coordination, development and implementation of
compliance training within the organization, as well as a complete
overhaul and update of the Policy & Procedure database for the floor
care sector. Drove compliance throughout organization and met 100% of
objectives set forth by audit firm (Deloitte & Touche). Recognized by
corporate (Sweden) as the model sector for Sarbanes-Oxley compliance
management throughout the world (2006).
- Project team member on enterprise-wide process mapping team initiative.
Identified key processes for documentation, conducted
interviews/audits and integrated activities cross functionally.
Identified opportunities for process improvements, staffing allocations
and realignment (2004).
- Project managed corporate name change from The Eureka Company to
Electrolux Home Care Products. Lead team in the identification of
internal touch points, external business partners, federal entities, etc.
affected by the change, and developed a strategic plan to address. Met
execution deliverable set forth by CEO to deliver on desired results in
less than 6 months (2004).
Maritz Rewards, St. Louis, MO (2001 - 2002)
Manager, eAwards Media
. Managed all aspects of electronic awards media (see
Project Manager, AwardHQ), in addition
to electronic communications strategy and online promotions to drive
program performance
and point redemption.
. Managed the semi-annual distribution of the printed
awards catalog to program participants and Maritz
employees/retirees.
. Supported the development of the annual strategic
plan prepared by the awards media team.
. Key Accomplishments:
- Increased online award redemption by 300% from 1999 through 2002, aiding
in the reduction of costs in the inbound call center.
- Implemented a number of site enhancements that lead to increased usage
including a ground up site redesign that integrated the inventory
management system with the order fulfillment and customer service
interfaces.
Maritz Performance Improvement Company, St. Louis, MO (1999 - 2001)
Product Manager - awardhq.com
. Managed overall cost, quality and schedule to support incentive awards
website (3,000+ items) for program participants of Fortune 100 & 500
client companies.
- Developed and implemented AwardHQ strategy and business plan (e.g. design
elements, site features, etc.) as committed within budget.
- One direct report, four indirect reports; P&L responsibility.
. Key Accomplishments:
- Managed and supported customized websites for 10 key clients with zero
defects and 99% up-time for order redemption and tracking.
- Increased online redemption three-fold over a three-year time span.
- Recipient of Web Marketing Association, Standard of Excellence Award,
2000.
Maritz Performance Improvement Company, St. Louis, MO (1995 - 1999)
Project Manager - Marketing Operations
. Executed Fulfillment, Retention/Relationship Marketing, Employee Honor &
Recognition, and
Consumer Loyalty projects.
- Single point of contact for integrated marketing programs that included
awards, creative communications, direct mail, information systems,
merchandise fulfillment and an inbound/outbound call center.
- Developed program proposals, statements of work, training materials,
program guides, best practices documentation and post-program reports.
Analyzed projects for process improvements and best practice
opportunities.
- Assisted account manager with developing strategic direction for account
growth.
- Developed and cultivated relationships with key client management
(director and vice president levels).
- Seven to ten indirect reports, P&L responsibility.
. Key Accomplishments:
- Met internal and external budget constraints while consistently exceeding
client (AT&T) expectations.
- Launched the first pay-as-you-go mobile phone plan - Go Phone in 1996,
which is a cornerstone of AT&T's wireless business plan offering even
today.
- Migrated the largest region from analog to digital service while meeting
all client objectives.
- Through analysis of account, developed ongoing customer touch initiative
and reduced churn in Southeast region by 33% (1997-1999).
Education
Fontbonne University, St. Louis, MO - Master in Business Administration -
Summa cum laude
Saint Louis University, St. Louis, MO - Bachelor of Arts in Communication -
Cum laude
Community Involvement
. Miller Park Zoological Society - Board of Directors, 2004 - 2007; Board
Secretary 2005 -- 2007
. Habitat for Humanity of McLean County Women Build Steering Committee,
2005- 2006
. United Way of McLean County - Reading Mentor Volunteer, 2006 - 2008;
Electrolux Campaign Committee Member, 2007; Electrolux Pacesetter
Campaign Committee Member, 2006; Community Investment Planning Panel
Member for Developing Youth, 2005-2006; Community Impact Task Force
Committee Member, 2003 - 2004
. Saint Louis Zoo Friends - Zoo Ambassador & Volunteer (special events and
fundraisers),
1994-2002; 'Make Tracks for the Zoo Run-Walk' Volunteer Chair, 1997
and 1998
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