Customer Service Sales

Brenda Villella

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

Address: ***** **** **** *****

City: Littleton

State: CO

Zip: 80127

Country: USA

Phone: 303-***-****

Skill Level: Experienced

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

iBRENDA VILLELLA

11088 West Polk Place cell: 303-***-****

Littleton, CO 80127 *********@********.***

PROFESSIONAL QUALIFICATIONS

* Professional with expertise in managing and directing creative teams responsible for implementing internal and external communications campaigns for marketing, sales, customer service, information technology, public relations, human resources and the nonprofit community.

* Excellent written, oral and interpersonal communication skills.

* Can manage concurrent high-profile projects on-time and within deadlines and budget.

* Extensive program management skills include developing and implementing marketing and communications strategies and initiatives, coordinating project deliverables with attention to interdependencies, while tracking tasks to budget.

PROFESSIONAL EXPERIENCE

The Assist Group 03/2011 i 10/2012

Marketing and Sales Support Manager

Develop and implement marketing and sales strategies to maximize clinical outcomes while delivering the highest return on investment for our clients: health insurance plans, TPAis, reinsurers and self-funded plans.

* Develop and implement value proposition presentation and materials for sales and account management.

* Conduct competitive analysis of competitor products, web content and social media links.

* Implement and manage enterprise Customer Relationship Management (CRM) system using Salesforce to drive key sales metrics.

* Develop standardized RFP Q&A to ensure consistency. Manage RFP data base and respond to all RFPs and RFIs.

* Implement Negotiated Discount program including internal/external messaging and marketing materials.

* Create case studies to enhance sales presentations.

* Write and post news releases, blog articles and white papers.

* Implement rebrand for The Assist Group including logo, website, marketing materials and messaging.

* Create and implement Employee Matching Gifts program.

* Evaluate, coordinate and oversee all activities related to tradeshows and conferences.

* Conduct ivoice of the customeri surveys.

* Develop webinar content for use by leadership and sales.

* Responsible for annual client conference; content, speakers and materials.

* Create and distribute quarterly internal newsletter iThe Warranted Reviewi.

* Create and distribute weekly internal e-News bulletin iTAG Bytesi.

Aetna Health Insurance Company (Contract position) 12/2010 i03/2011

Marketing Manager, Small and Mid Market Groups

Develop and implement marketing strategies to support acquisition of small and middle market group employers for all Aetna regions. Marketing and communications lead for three high profile project implementations: Middle Market Enhanced eBilling and ePayment; Middle Market Care Management /Wellness Program; Middle Market Value Proposition.

Anthem Blue Cross and Blue Shield, Denver, Colorado 2003-2009

Marketing Manager, Acquisition and Retention

Employer Local Group and Community Marketing, Colorado and Nevada (2005-2009)

Develop and implement marketing strategies to support acquisition of small and large group employers for Anthemis west region. Develop, manage and direct multiple communication plans and solutions for Colorado and Nevada group clients, providers and individuals. Provide sales support and customer service representatives communications tools to ensure a quality customer service end-to-end experience.

* Align enterprise level solutions and programs with plan level requests to provide consistent messaging and branding.

* Participate in development and execution of enterprise-wise strategic marketing and communications strategy i

$150,000 annual budget.

* Collaborate with brand strategy and marketing development managers to gather research insights and competitive information on group audience. Utilize research to develop strategy for employer marketing messages for Colorado and Nevada.

* Marketing consultant and cross-functional team lead for internal communications strategy and plans for local and regional sales support and customer service associates.

* Provide strategic and budgetary direction for multiple projects and programs.

* Consult with government relations team to ensure all materials and programs comply with applicable laws and regulations.

* Develop marketing collateral and tools for multiple business-to-business and businessito-consumer programs and health plans,

including multicultural markets.

* Conduct open enrollment meetings for local and national accounts.

* Perform post-project reviews; what went well, areas for improvement. Provide statistical analysis for improvement opportunities. Incorporate ilessons learnedi in future projects.

Account Manager (Marketing) i Individual, Small Group (ISG) and Specialty Lines of Business (2003-2004)

Primary marketing communications contact for ISG and Specialty lines of business for Colorado and Nevada. Responsible for developing, overseeing and implementing marketing and communications strategy and plans.

* Develop and implement marketing and communications plans for internal and external distribution, including agents, sales, marketing, providers, operations and customer service.

* Direct creative strategy, writing, editing, reviewing, and production and distribution process for marketing communications materials and Requests for Proposals (RFP) team.

* Provide oversight to California Small Business renewal effort i create and revise more than 100 collateral pieces. Develop broker and employer web tools and content for annual renewals.

* Accountable for collaborative output, achieving all corporate and local market goals, while meeting or negotiating project deadlines and deliverables.

* Ensure all sales collateral and communications meet internal and external business and legal standards, uphold Anthemis brand image and communicate companyis value proposition while following appropriate corporate standards, guidelines and

approval processes.

* Write and edit monthly Provider e-Newsletter.

* Develop internal communication tools for use by sales, customer service and claims representatives.

EDUCATION

B.S., Business Administration, University of Denver, Colorado

PROFESSIONAL ASSOCIATIONS

International Association of Business Communicators (IABC)

* 2006 Award of Merit Winner i Anthem Blue Cross and Blue Shield Colorado EmployeeElect Brochure;

* 2002 Bronze Quill i Healthy, Wealthy and Wise Employee newsletter.

TECHNICAL COMPETENCIES

Advanced skills in Microsoft Product Suite including SharePoint. Sales tools include Salesforce and Sales Genie. Web content management utilizing WordPress. Experience with In-Design, Photoshop, PeopleSoft and Exact Target. Unique software includes AS-400 Grants/Matching Gifts Programs and Aprimo Marketing Resource Management (MRM) application. Social networking applications include Blogs, Facebook, Twitter, Google+ and LinkedIn.

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