Customer Service Manager

Jennifer Dyer

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

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

City: Tomball

State: TX

Zip: 77377

Country: USA

Phone: 832-***-****

Skill Level: Experienced

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jennifer Dyer-Herrick,

Jennifer Dyer-Herrick

12506 Wealdstone Drive Tomball, Texas 77377

H 832-***-**** C 713-***-**** *.***********@*****.***

SUMMARY

An adaptable and results-oriented communications professional with extensive experience in all aspects of journalism, editing, digital content/programming, social media, mobile applications, marketing, e-content, content management, market/trend analysis, product development, and project management. Leverages expertise in multiple platforms to build programming strategies for an organization, increasing growth and driving a business to the forefront of an industry. A creative thinker who generates plans to achieve established company goals, making substantial contributions to a corporations lasting success.

EXPERIENCE

WEBMD, Atlanta, Georgia

Programming and Content Manager, Mobile Apps, 2011-2013

Directed content strategy, marketing strategy, and implementation for mobile apps. Analyzed performance metrics and recommended future content updates based on assessment. Oversaw medical review schedule of updates for app content. Led content quality assurance (QA) teams in coordination with editorial and project management.

Pioneered WebMD Baby, companys first-ever wellness app. Developed content and marketing strategies. Managed cross-functional teams to deliver four+ star-rated app, earning Gold Award for best consumer mobile app by MM&M, as well as positive reviews from the New York Times, Apple, and Consumer Reports.

Led content strategy for first-ever condition-based app, Pain Coach. Oversaw content strategy and development of additional apps, including WebMD Pregnancy, WebMD Allergies, and WebMD 4.0.

Developed and managed master content plans/top-level programming plans, requiring frequent maintenance and updating, to support product development team in building out apps.

Programming and Content Manager, Health and Wellness Centers, 2004-2011

Held responsibility for companys largest audience and revenue channels across multiple platforms, creating compelling content and interactive product experience. Developed and programmed content/tools for network to create best user experience for over 90,000,000 monthly visitors. Created and implemented ongoing programming strategies to meet changing business/user needs, analyzing user data to inform future plans.

Revitalized several health and wellness channels, creating new content, interactive tools, and targeted messaging, increasing page views by 80%.

Created strategic content plan for first-ever pregnancy and child development newsletter series, increasing unique visitors by 20%.

Managed various content partnerships and expert relationships in health and wellness space.

Senior Producer, 2001-2004

Managed online programs for consumer packaged goods (CPG) and pharmaceutical partners, including Eli Lilly and Company, Kraft, Gatorade, Ford Motor Company, Johnson & Johnson, Novartis, GlaxoSmithKline, Wyeth, OrthoBiotech, AstraZeneca, and Amgen, with revenue of over $60,000,000. Interacted with partner to define online strategy, building and promoting brand/content while leveraging integration within network. Worked closely with partner and internal teams to define scope/strategy, driving launches under pressured deadlines.

Leveraged experience to create and implement targeted content products for existing/prospective CPG, as well as pharmaceutical clients.

Delivered return on investment (ROI) via metrics reporting, analysis of program successes, and internal learnings to improve future product offering.

Worked closely with management of team by tracking projects, deliverables, and assignments. Organized and led internal meetings to establish process/consistency across production teams.

ADDITIONAL EXPERIENCE

Partnership Manager, 2000-2001. Oversaw partnerships, leveraging content/resources to build brand, enhance web site content/user experience, and create positive ROI. Identified, analyzed, and evaluated partnership opportunities. Managed partnerships, including U.S. Department of Health and Human Services, Centers for Disease Control and Prevention, American Cancer Society, American Diabetes Association, Agency for Healthcare Research and Quality, and National Cancer Institute. Led strategic web site initiatives on health issues, including Colorectal Cancer Awareness Month, tobacco cessation, summer safety series, Great American Smokeout, and Breast Cancer Awareness Month.

MEDCAST NETWORKS, Atlanta, Georgia, Channel Manager, 1999-2000. Led development, implementation, and restructuring of online channels for medical news/information web site for physicians and nurses, to build brand and enhance content/user experience. Identified and evaluated content/partnership opportunities. Developed and managed optimization of online channels. Produced and edited daily content updates from over 80 national organizations/news sources. Interfaced with content partners to ensure timely delivery. Performed daily QA of text, graphical content, and navigation of service.

Public Relations Manager, 1998-1999. Brokered collaborative partnerships with local/national health organizations and governmental agencies. Cold-called multiple organizations, seeking potential partnership opportunities. Held responsibility for brokering and sustaining multiple long-term partnerships, creating positive ROI. Planned, organized, and facilitated companys first product unveiling at major international medical convention.

THE HARTFORD, Atlanta, Georgia, Bilingual Senior Claims Manager, 1997-1998. Directed short-term disability claims, adhering to company procedures and providing customer service to claimants/policyholders. Scrutinized claims to control fraud and minimize loss of revenue. Negotiated with employers/physicians to return able claimants to work. Managed case load of over 300 complex, short-term disability claims. Led team of seven claim examiners by managing workflow, training, and ensuring compliance with company guidelines. Translated Spanish documents and oversaw bilingual customer inquiries.

Bilingual Customer Service Specialist, 1995-1996. Managed team of customer service representatives. Monitored calls, providing feedback/guidance. Compiled and submitted performance evaluations. Created work schedules. Developed and conducted training. Processed complex disability claims/customer inquiries. Translated Spanish documents and oversaw bilingual customer inquiries.

Bilingual Customer Service Representative, 1994-1995. Set up disability claims, responded to customer inquiries, and escalated issues. Translated Spanish documents/bilingual inquiries. Created more seamless process for establishing disability claims. Earned recognition for superior customer service/efficient workflow.

WHIRLPOOL CORPORATION, Knoxville, Tennessee, Tele-Services Account Representative, 1993-1994. Held responsibility for multiple accounts and provided primary support to field account managers. Developed and implemented new procedures for order input process, saving thousands of dollars by minimizing order errors, increasing productivity, and reducing abuse by sales forces. Trained new employees. Improved customer relations and increased account retention by consistent detailed follow-through/attentiveness.

EDUCATION

OGLETHORPE UNIVERSITY, Atlanta, Georgia

B.A., International Studies, Spanish, 1993

COMPUTER SKILLS

MS Office Suite, Visio, Content Management System, Omniture, SharePoint

PERSONAL

Married. Enjoys volunteering, reading, and playing tennis.

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