Customer Service Marketing

Ounes Y Toure

***** ******** ***** ******

Ashburn, VA 20148

571-***-****

******@*****.***

QUALIFACTIONS

Results-focused customer service and marketing professional with over 10

years of customer service support. I am a confident, creative and proactive

problem solver. Excellent interpersonal skills, builds rapport and

relationships with management, peers and clients. I have exceptional work

ethic and commitment to organizational objective within a highly

competitive and rapidly changing marketplace.

PROFESSIONAL EXPERIENCE

Marketing Representative 2011 - Present

DLT, Herndon, VA

. Generating demand and leads buy running different campaigns using

Eloqua.

. Great knowledge on government IT, as well as various brands, including

Google, Autodesk, Red Hat, Symantec, and SolarWinds.

. Filter email communication to the appropriate functional areas.

. Develop social media posts and copy for e-mail, print and web

collateral.

. I understanding event marketing, direct mail, web marketing & behavior-

based marketing campaigns, as well as other creative channels.

. I have maintained customer records by updating account information

using the CRM system and performed common database marketing tasks,

including data entry, mining and reporting.

. Researched and analyzed market data and trends to customize messaging

and interactive digital marketing campaigns for specific public sector

target audiences.

. Hosting webinars, Tech Days and round tables.

. Creating monthly dashboards for meetings.

. Working on branding the company and creating a mission statement and

developing a video e-learning module.

. Designed and managed web page design look and feel for a more customer

centric approach.

. I am highly proficient in both Excel and HTML. I worked on a daily

basis with Excel and am HTML certified.

Call Center Representative (DOT and NOAA) 2007 - 2011

Consolidated Safety Services, CSS Fairfax, VA

. Processed inbound/outbound calls

. Verified carrier's information and completed registration

. Scheduled safety audit

. Processed lease agreement, intrastate and inactivation requests

. Registered Angler for fishing license

Retention Team Lead

2004 - 2006 InPhonic, Reston, VA

. Support, train, develop and supervise a group of employee in a Service

Center/Operation environment

. Monitor, identify and resolve performance, behavior and attendance

issues

. Ensure training needs of subordinates are met

. Modify operations as needed to meet service level agreements

. Resolve escalated customer's issues

. Hold team meetings on regular basis with direct reports

. Monitor and generate reports on agents productivity using excel

. Organize availability to meet business needs in call center

. Schedule meeting with business partners

EDUCATION

Web Design Manager Certificate

Seeking a BA in Communication Design

Northern Virginia Community College

LANGUAGES

English, Arabic and French

COMPUTER SKILLS

Microsoft Office, Adobe Suite CS5, XHTML, CCS, Java Scripts, MySql and PHP

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