Customer Service Project Manager
Resume:
S. Marshall Ellison ****.***.*******@*****.***
The Villages, FL 32162
MARKETING MANAGEMENT SALES
Overview: Results oriented executive possessing broad business background seeking
organization to utilize marketing, management and sales skills. Experienced in
traditional advertising as well as the Internet and “cutting edge” marketing.
Demonstrated consistent growth in highly competitive industry.
Knowledge: Marketing and Sales – Promotion and selling of products and services.
Administrative Management – Coordination of people and resources.
Organizing, Planning, Prioritizing – Setting goals (short, mid and long term).
Media & Communications – Use of written, oral and visual media forms.
Customer Service – Accessing and providing services for customer satisfaction.
Technology – Utilization of computer software and applications relating to
information, analyzing data and strategic planning.
Skills and Attributes:
Resourceful - Organized - Unpretentious - Client Relations
Problem Solving - Dependable - Communicator - Project Manager
Prioritize - Grant Writing - Detailed Oriented - Team Leader
Conceptual - Negotiator - Creative
Employment: Direct Air, Director of Marketing and Sales, Myrtle Beach, SC
October 2006 to March 2012
(Company sold in September 2011 with 6-month consulting agreement.)
• Developed comprehensive advertising budget; implemented and maintained
strategic system-wide advertising plan in fifteen individual destinations.
• Utilized traditional media forms (print, radio, TV, outdoor, direct mail, etc.)
bridged with analytics, SEO, text messaging, QR codes, display and mobile
ads, social media, etc.; tracking results when applicable.
• Oversaw development and maintenance of company website and customer
database (website booked on-line reservations; database contained profiles
and various fields that could be segmented and queried for demographic
factors and company objectives).
• Oversaw campaigns, promotions, contests, giveaways and loyalty programs.
• Planned and staffed trade shows and promotion activities.
• Composed and distributed press releases.
• Managed and directed call center for reservations and customer service.
• Accomplishments include:
o Created and registered company logo and slogan.
o Expanded from three to fifteen destinations with 80M annual sales.
o Database grew to over 500,000 email addresses.
o Converted website into profit center utilizing custom CRM program.
S. Marshall Ellison Resume Cont. (2 of 2)
Employment Cont.
Airline Reservations Center, Owner / Administrator, Beckley, WV
March 1994 to February 2006
• Responsible for all aspects of call center including interviewing, hiring,
training, scheduling / staffing, performance and evaluations.
• Multi-lingual reservations and customer service departments (125 agents)
processing inbound and outbound calls 7-days a week, 18-hours a day.
(averaging 20,000 calls per day).
• Worked directly with airlines’ Operations, Advertising and Security Depts.
• Represented various air services including SunJet International, Jet Express,
Nations Air, Kiwi Air, TransMeridian Airlines, Hooters Air, Pace Airlines.
Sovereign World Travel, Co-Owner / Operator, Charleston, WV
February 1983 to January 1994
• Independent travel agency specializing in leisure, corporate and group travel.
• Responsible for personnel, advertising, operations, finance and full-range of
business activities.
• Managed and directed call center for reservations and customer service.
• Accomplishments include:
o Grew to second largest agency in state with four locations (main
office and three branch offices.)
o Awarded two federal Travel Management Center contracts (GSA);
Project Coordinator for both State of WV and Judge Advocate
Generals School (JAG), University of Virginia, Charlottesville, VA.
o Chartered entire luxury cruise ship (Carnival Cruise Lines “Mardi
Gras”, 1,150 passengers.
o One of two agencies endorsed by Crescent Ski Council (25,000
members); operated winter track program to Western ski resorts.
o Developed charter air division that augmented packages to Mexico
and the Caribbean; supplemental air program endorsed by USAir.
Education:
Concord University, Athens, WV
Bachelor of Science Degree in Business Administration with a double major in
Marketing and Management.
Education Other:
Lincoln Graduate Center, San Antonio, TX
National Association of Master Appraisers (Real Estate Appraisers
License and Certification).
Military Service:
U.S. Air Force
Air Traffic Control & Warning
Sergeant (E-4)
Honorable Discharge
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