Customer Service Marketing
Resume:
Rachel Smeltzer
Email: *********@********.***
Address: **** *** *** **. **
City: Canton
State: OH
Zip: 44721
Country: USA
Phone: 419-***-****
Skill Level: Experienced
Salary Range: $40,000
Primary Skills/Experience:
Analytical and quantitative Market research and analytics Customized reporting Associate and Customer communications (written, web) "X MS Office, Publisher, Front Page, SharePoint, QuestionPro, Zoomerang, SalesForce.com, Oracle Business Intelligence, SPSS, Constant Contact
Educational Background:
Masters Degree, Business Administration, Integrated Marketing Communications
Walsh University, 01/2010 - 08/2011
North Canton, OH
Not Selected,, Not Selected
Job History / Details:
Rachel Smeltzer
Canton, OH 44721
*********@********.***
www.linkedin.com/pub/rachel-smeltzer/11/807/861
CAREER SUMMARY
Accomplished Global Business Analyst / Marketing Research Analyst offering experience in conducting customer and consumer research and analyzing and effectively communicating results. Possesses broad-based business acumen; rare blend of analytical proficiency, demonstrated communication and presentation skills, and management / leadership capabilities. Innate talent for leveraging technology and automation to analyze research and
target specific results. Superior skill in translating complex and abstract ideas into sound, easily understood recommendations. High performing and eager to take on challenges while working collaboratively to contribute to organizational vision. Specific expertise in the following:
* Business Analyst / Team Leader
* Analytical and Quantitative Skills
* Marketing Research and Analytics
* Customized Reporting
* Website Management
* Web Analytics Portal
* Customer Surveys
* Customer Relationship Analysis
* System Analysis / Requirements / Integration
* Project Management
* Troubleshooting
* Customer and Associate Communications
* Presentation Skills
* MS Office, Publisher, Front Page, SharePoint, QuestionPro,
Zoomerang, SalesForce.com, Oracle Business Intelligence, SPSS
PROFESSIONAL EXPERIENCE
Diebold, Incorporated, North Canton, OH
2008 - 2012
A global leader in providing integrated self-service delivery and security systems and services.
Senior Marketing Specialist, Global Market Intelligence
2011 - 2012
Marketing Specialist, Global Markets Strategy and Channel
Development
2010 - 2011
Graduate Intern, Global Marketing Analytics
2010
Marketing analytics / market research: Managed all day-to-day
operations of the Voice of the Customer (VOC) program and
provided primary support for global consumer research projects.
* Co-led a global team of 35 associates, facilitating survey
design and development, ensuring coverage of key customer
satisfaction and company metrics, conducting research and
performing analyses, making recommendations for action based on results; improvements made based on 2011 recommendations led to 6% increase in global customer loyalty in 2012.
* Designed a company-specific customer loyalty model and
validated / linked customer satisfaction and loyalty with
financial and operational metrics to demonstrate financial
impact of making improvements to increase loyalty; achieved 24 percent year-over-year increase in revenue as customers moved into loyalty category.
* Performed all data synthesis and statistical analyses to
identify trends and key drivers of customer loyalty; facilitated internal action planning based on analyses.
* Developed customized executive-level and senior
management-level presentations to provide strategic and tactical recommendations for actionable and decisive direction based on research results.
* Served as the system expert, interfacing with all internal
channels and external suppliers to ensure successful survey
execution and provided metrics to monitor progress.
* Managed all aspects of communications, including: website,
SharePoint, newsletters, associate video messages and customer communications.
* Co-led and presented at an annual 2-day workshop for all VOC global program stewards (manager and director-level) and
executive leadership to review survey results, conduct root cause analysis and review program objectives, goals and strategy.
* Served as customer research and ad hoc survey expert,
responsible for creating, programming, deploying, tracking and posting results; consulted on customer surveys outside the scope of the VOC program.
Corporate Communications Intern
2008 - 2010
Internal communications, associate relations, e-communications and corporate brand strategy support.
* Contributed content for company-wide newsletters and executive announcements.
* Performed web development and maintenance. Created and
maintained internal and external web pages for various
departments. Prepared web metrics reports for e-communications team.
* Assisted with corporate brand-related projects including
Diebold Innovation Delivered roll-out.
LuK USA LLC, Wooster, OH
2006 - 2008
A global manufacturer and supplier of systems and components for the automotive drive train.
Testing Equipment Group Co-op, SAP Support
Performed SAP implementation support and miscellaneous
administrative tasks.
* Executed SAP data transfer and preparation for base testing and provided SAP roll-out support.
* Wrote SAP training / instruction manual for testing equipment engineers.
* Tracked purchasing card transactions and balanced account
statement.
* Coordinated capital investment proposal activities; met with contractors, gathered quotes, and wrote proposals.
Walsh University, North Canton, OH
2006 - 2009
An independent Ohio Catholic university offering a diverse range of undergraduate and graduate degree programs.
Residence Life Assistant and Special Events Staff
Assisted Residence Hall Director by creating campus event
promotions, set up and tore down for on-campus events.
EDUCATION
Master of Business Administration (MBA), 2011
Concentration: Integrated Marketing Communications
Walsh University, North Canton, OH
Bachelor of Arts (BA) in Marketing, 2009
3.90 GPA; Graduated summa cum laude
Studied abroad: Rome, Florence, and Paris, Summer 2009
Walsh University, North Canton, OH
AWARDS, EXTRACURRICULAR, AND VOLUNTEER WORK
* Customer Experience Professionals Association member,
2011- present
* American Marketing Association, Akron / Canton Chapter member, 2010 - present
* Sigma Beta Delta Business Honor Society member, 2009 - 2011
* Who`s Who Among Students in American Universities award
recipient, 2009 - 2011
* Serving Our Servicemen volunteer, 2008 - 2011
* American Advertising Federation - Public Relations
Representative, 2007 - 2009
* Akron Children`s Hospital -Have a Heart, Do Your Part-
fundraiser - Diebold leader, 2008 - 2010
* Diebold Diamond Award recipient for outstanding work on
associate engagement programs, 2009
* Received Diebold recognition award for leadership role during customer service week, 2009
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