Customer Service Manager

Christopher Lacefield

*** ******** **. abnlq7@r.postjobfree.com

Indianapolis, IN 46203 317-***-****

RELATED SKILLS AND EXPERIENCE:

Public Relations:

• Contribute to media strategy development and issues management

• Develop and conduct formal research with the public as necessary to determine relationship levels,

communications needs, Web use and readership of external publications

• Serve as front-line editor for all external communications

• Serve as primary Web content editor – develop editorial calendar, write and edit content, work with

Web master on design and layout of Web site

• Maintain issue and media coverage database

• Develop and maintain media contact database

• Prepare presentations for administrators and department spokespeople

• Establish and maintain external contact databases

Marketing:

• Contribute to marketing strategy development

• Develop brand audit to assist clients in determining the strength of brand identity

• Track projects and direct tactical elements through creative process

• Provide brand development recommendations

• Write copy for print, radio and web advertisements

• Provide direction and strategies for incorporating social media into marketing mix

Staff Development and Mentoring:

• Responsible for the continual training of current and new staff members

• Prepare new manager and staff to open new locations

• Facilitate communication to staff from upper management via multiple channels

• Provide guidance involving company policy and procedure through example and staff inquiry, and

provide task guidance, project assignments and daily task delegation

• Established rewards program for exceptional employees through product and service exchange with

other retailers and restaurants

• Designed store specific newsletter to facilitate training and service standards

Customer Service:

• Model and coached customer service guidelines

• Establish the customer service standards through committee

• Prescribe proactive service solutions through continual training

• Resolve communication issues with staff and customers

• Increase average secret shop score from 55 percent to 97.5 percent

Accounting:

• Analyze profit and loss statements to establish customer traffic trends for scheduling and budgeting

purposes

• Manage operation expenses to ensure maximum controllable contribution to bottom line

• Provide estimates for work based on client need and resource investment

• Track marketing budget to ensure profitability

Christopher Lacefield

614 Weghorst St. abnlq7@r.postjobfree.com

Indianapolis, IN 46203 317-***-****

EDUCATION:

Indiana University Purdue University Indianapolis

• Bachelors of Arts in General Studies, Dec. 2007

EMPLOYMENT HISTORY:

2008-Present Public Relations Associate, Willow Marketing

2007-2008 External Communication Specialist, Indiana Department of Revenue

2005-2007 Senior Sales Associate, Restoration Hardware

2003-2005 Store Manager, Starbucks Coffee Company

2002-2004 Assistant Manager, Blockbuster Entertainment

HONORS & ORGANIZATIONS:

Public Relation Society of America 2008- present

Jaguar Communications, Executive Director, Fall 2007

Public Relation Student Society of America, 2007 - 2008

National Press Photographer Association, 2007 - present

Indiana News Photographer Association, 2007 - present

Sagamore, Photographer, 2007- 2008

Restoration Hardware Real Hero, September, 2006

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