Customer Service Sales

Karen M. Fennell

**** * ********** ****

Chandler, AZ 85248

Cell: 774-***-****

Email: ******@*****.***

Qualifications:

. Excellent organizational skills and the ability to manage and

deliver multiple tasks efficiently, effectively, on-time, and within

budget.

. Effective interpersonal, collaboration, negotiation and relationship

management skills.

. Demonstrated project management, leadership and the ability to

deliver results as part of a team and/or as an individual

contributor.

Norfolk County Registry of Deeds, Dedham, MA January 2008 - January

2010

Administrative Services Manager / Executive Assistant

Appointed position providing confidential, executive level administrative

assistance to the Register of Deeds, an elected official, by utilizing

independent judgment and initiative, frequent handling of sensitive and

confidential information; considerable contact with elected officials,

management, union employees, and the general public.

. Directed daily operations of Registry staff to improve productivity,

efficiency and customer service.

. Coordinated all administrative services including document

processing, data processing, and customer service.

. Analyzed department support needs and ensured prompt and efficient

delivery of services, materials, and supplies.

. Managed online customer accounts; billing/payments, technical

assistance troubleshooting (i.e., forgotten usernames, passwords,

lock outs, printing issues, etc.).

. Developed customer service intake process including database design,

customer intake forms, computer data entry process, and employee

training manual.

. Developed weekly reporting forms to track employee productivity.

. Enhanced weekly attendance reporting system for union and management

employees.

. Worked with all departments to develop employee training manuals.

. Prepared correspondence, records and reports utilizing databases and

mail merge reflecting the operational status of Registry projects.

Welch's, Concord, MA March 1997 - November 2007

Senior Communications Specialist (October 2004 - November 2007)

. Lead the process of defining a strategic communication approach

designed to facilitate and streamline all appropriate Sales

processes and functions.

. Directed cross-functional stakeholders in defining and executing

appropriate solutions to meet business objectives.

. Flawless execution of intranet site management including transition

from extranet site to enterprise portal, content management, end

user training, and creating key performance indicators.

. Managed Sales meetings and incentive trips including site selection,

contract negotiations and budget management.

. Directed Best of Class Sales Rewards & Recognition program leading

candidate eligibility, nomination process, award selection, award

ceremony, and website design.

. Lead Sales execution for new product launches by communicating

product details, consumer programs and sample requirements.

Web Communications Specialist (February 2000 - October 2004)

. Managed design, development and maintenance of all Sales web based

communication.

. Worked with various authors and information sources to manage and

coordinate site content.

. Managed outside agencies to ensure site creative objectives and

corporate identity standards were achieved.

. Ensured site was functioning to meet internal specifications as well

as needs of 300+ remote and corporate users. Coordinated with

Marketing Brand Managers to plan and execute web-based advertising

and brand promotions.

. Updated website content on a daily basis.

Senior Marketing Coordinator (March 1997 - February 2000)

. Coordinated new product introductions with sales personnel, brokers,

& outside agencies.

. Maintained brand P&L and forecast, tracked expenses, processed

invoices to ensure correct brand spending allocation, tracked daily

orders, maintained databases, and analyzed ACNielsen reports.

. Provided overall administrative support to New Products and Market

Research groups.

OraVax, Inc., Cambridge, MA February 1995 - March 1997

Executive Assistant

. Provided administrative support to the Vice President of Development

& Regulatory Affairs, department heads and support staff.

. Managed correspondence with the Food and Drug Administration,

coordinated travel arrangements, organized meetings/conferences,

maintained database, prepared slide presentations, processed expense

reports, maintained detailed daily calendar, and prepared purchase

orders consistent with contract requirements.

EDUCATION: Assumption College, Worcester, MA

Bachelor of Science, Business Communications/Liberal Studies

Summa Cum Laude

Boston University Corporate Education Center, Boston, MA

Web Design Certificate Program

AWARDS: Welch's Leaders Club - 2003

Sales associate who clearly demonstrates exceptional

leadership skills and behaviors which deliver superior

business results during a given fiscal year.

SKILLS: Microsoft Access, Excel, FrontPage, Outlook, PowerPoint and Word

Adobe PageMaker and Photoshop; HTML

Macromedia Director, Dreamweaver and Flash

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