Customer Service Sales
Resume:
Tricia Rezmer
Wheaton, Il *****
*********@*********.***
Summary
Results-oriented Customer Advocate that leads change, trains, creates innovative business and technology solutions. Skilled in project
management, customer focused solutions, business efficiency plans, competitive and trend analysis, report writing, and budgeting.
Accomplishments
Chicago Tribune, Chicago, Illinois… Business Development Manager… 2005 – 2009
Key role in Midwest In-house Printing Project: developed P&L and profitability analyses resulted in $2.9M in annual savings
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Initiated and created Hauling Network Restructuring Plan: new logistics & territory plan, resulted in $1.1M in annual savings
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Led Inventory Management Team: developed reports and modified processes, resulted in $1.2M in annual newsprint savings
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Reduced staff through process improvement and report automation:
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o Consolidated Distribution Service reporting incorporating key metrics and competitive ranking - eliminated 20hrs/wk
o Worked with outside vendor to automate RedEye Weekend Realignment Process - eliminated 6hrs/wk
o Automated billing, client services, and sales reports - eliminated 10hr/wk
o Created Inventory Management Summary reports, analysis queries, and modified processes - eliminated 20hrs/wk
o Created Access database to manage Independent Contractor historical data with user-friendly interface and created
Independent Incentive Payment database used to calculate payments - eliminated 30hrs/wk
Developed New Business Target List: identified potential partners and wrote P&L outlining $15M potential OCF
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Created Client Weekly Executive Service Summary and Billing Package
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Distribution Business Object Infrastructure Team: reduced standard reporting by 53% through automation and streamlining
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Business Objects Administrator: provided user support, expanded user knowledge, and modified/developed reports
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Chicago Tribune, Chicago, Illinois… National Transportation Manager… 2003 – 2005
Managed $3.7M Transportation Budget: created 3-year financial/sales plan, resulted in $300K in annual savings
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Consolidated hauling parts runs, resulted $16K in annual savings
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Automated 83% of the transportation payments
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Managed $400K Mail Subscription Budget: converted mail subscribers, resulted in a net savings of $53K annually
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Managed circulation and independent contractor relationships encompassing 24 states
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Managed Network Fuel Program: determined market trends and made recommendations
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Led C&CM Department Training Team: developed Consensus Building and ABC 101 classes
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Led Business Object Training Team: Attended WEBI 6.0 class, created manual and facilitated training for 26 employees
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Created intranet site for internal/external customer to retrieve National area retail store location information
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Reduced A/R balances $12,000 under 1% - the lowest in the National Distribution Dept
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Covered National Distribution Manager’s position: managed $8M budget, led staff of 8 managers, and cultivated new sales
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Baltimore Sun, Baltimore, Maryland… Customer Satisfaction Manager… 2000 – 2001
Led 34 union employees: responsible for inbound customer service/sales and support processes for +300,000 readers
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Led Call Center Operations: goals exceeded industry standards - 5 sec. ASA, 0.2% abandon rate, and 89% ACD
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Managed $1M call center budget: kept budget under plan by rightsizing staff, utilizing performance standards and optimizing
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talent
Liaison to Subscription Marketing Department: developed sales incentive programs, executed new sales campaigns, approved
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marketing copy, and developed sales scripts
Established department intranet site: centralized customer data, sales campaign information, and new events/topics
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Led Subscriber Price Increase Initiative: coordinated communication with CSRs, monitored response, and reported impact
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Key member of Cross-Departmental Business Project Teams: new circulation system database and subscriber bill
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Liaison with Tribune Publishing System Software Standard Compliance: outlined department needs, researched corporate
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vendors, and wrote capital request
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Tricia Rezmer
1117 Sunset Rd
Wheaton, Il 60189
*********@*********.***
Accomplishments (continued)
USA TODAY, National Customer Service, Silver Springs, Maryland…Circulation Market Support Manager…1999 - 2000
Led 15 employees: responsible for core business processes that supported 26 market offices and +2,000,000 readers
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National liaison for Subscription Marketing Initiatives: captured sales data and developed comprehensive analysis reports
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Led Distribution Partnerships Team: outlined strategic target list with potential growth of 240% yr/yr
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Wrote USPS Postal Rate Increase Proposal: outlined financial impact and technology solution, resulted $956K in annual
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savings
Senior member of National Router Project Team: increased circulation growth through development of standards and
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measurements
Led Group Sales Account Project Team: centralized billing process and standardized customer data, resulted in successful
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audit
Key role in Subscriber Database System Project: consolidated 3 national subscriber databases to 2, communicated impact to
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National Representatives, 26 Circulation Market Offices, and 32 print-sites
Palmtop (electronic inventory device) Training Team: facilitated training to independent contractors and management at
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national market offices
NCS Y2K Operating Budget and Business Plan: wrote three proposals to consolidate and improve current business processes
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National Customer Service Business/Technology Plan: identified business operation system gaps, wrote detailed proposals, MS
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Project Plan, and high-level overview, which outlined 2-year plan with 18% ROI
Member of Technology Strategic Team
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Awards and Training Certificates
Chicago Tribune, Publishers Team Award
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Chicago Tribune, Presidents Team Award
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The Executive Technique, Presentation
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Chicago Tribune, Team Award
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Tribune Company, Leadership Program
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Womens Unlimited, Executive Women Lead Graduate
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Business Objects Training, Web Intelligence 6.0
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Chicago Tribune, Outstanding Distribution Employee Award
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Prompt, Project Management
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USA Today, ACE Award (3 time winner)
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USA Today, Jewel Award (SDSP – Subscriber Database System Project)
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Dun & Bradstreet, Developing Supervisor/Management Skills
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Sharon Crain, Managing Accountability
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Sharon Crain, Facilitation I and II
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Environmental Systems Research Institute, Inc, Intro ARC View GIS
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USA Today, Operational Effectiveness, Behavioral Interviewing, and NMS-Non-Manipulative Sales
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Education
National-Louis University, Bachelor of Arts – Major: Behavioral Science (GPA 3.86/4.00)
Computer & Call Center Technology Skills
Microsoft Office (Access, Excel, PowerPoint, Word, Outlook, and MS Project)
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ACD software: Aspect & TCS
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IVR software: Chatter Box & Nortel Periphonics
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Business Objects Administrator/Report Writer (WEBI/DESKI)
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Toad Oracle/AS400/SQL/Hyperion Essbase
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