Customer Service Project Manager

KIM HARDEN

**** ******* ***** ******, ** ***** 501-***-**** **********@*****.***

M ANAGEMENT, M ARKETING AND S ALES P ROFESSIONAL

Motivational Leader / Results Driven / Strategic Vision

Highly skilled professional with marketing, medical sales, healthcare management, customer service, training and

operations experience. Self-motivated and results oriented leader recognized for implementing out of the box

solutions in a fast paced environment. Demonstrated success in driving growth through implementation of key

initiatives. Team player with a strong work ethic and competitive drive. Talented communicator with experience

interacting at any level including executive management, physicians, colleagues, vendors and customers. Core

strengths include:

Healthcare Operations Management Market Penetration and Expansion

Customer Service and Relationship Building Brand Development and Management

Communication Skills and Presentation Abilities Strategic Business, Market and Sales Planning

Solutions Selling Strategies Project Management

Team Building and Management Budget Preparation and Management

Training Development and Delivery Proficient in Microsoft Office

P ROFESSIONAL E XPERIENCE

BRAND MANAGER, April 2012 – Present

FAMILYLIFE – Little Rock, Arkansas

Responsible for the overall performance of the Weekend to Remember® brand, which includes managing and

developing the P&L, providing messaging and creative direction, conducting target audience research and

understanding the competitive landscape. Lead the strategic planning process. Develop and implement marketing

initiatives and tactics in a timely manner and within budget. Monitoring and analyzing business performance.

Major accomplishments to date include:

17% year-over-year increase in guests per event.

8% year-over-year growth in overall registrations for event.

PROJECT MANAGER, September 2010 – April 2012

ALLIED WIRELESS COMMUNICATIONS CORPORATION, DBA ALLTEL – Little Rock, Arkansas

Plan, execute and finalize projects according to deadlines and within budget. Define project scope, objectives and

deliverables that support business goals in collaboration with senior management and stakeholders.

Successfully identified opportunity and created business justification for a $2.2M annual savings.

Build and maintain relationships with key vendor to ensure success of the project. Travel to vendor sites

and dynamically interact with both leadership and agent teams. Develop and deliver traini ng presentations

to address performance gaps.

Report operational progress on a regular basis including statistical analysis and improvement plans.

DIRECTOR OF MARKETING, March 2008 – July 2010

ARKANSAS HEART HOSPITAL – Little Rock, Arkansas

Define, develop and execute effective business development strategies to increase $400M Hospital’s volumes and

cardiovascular market share. Accountable for all marketing aspects – market research, analysis, planning, collateral

and web development, creation and implementation of advertising campaigns and monitoring and measuring results

of marketing efforts to determine effectiveness. Drive strategies that include maximizing patient and physician

satisfaction, developing and enhancing key relationships, promotion of cardiovascular services, market expansion

and program development. Active member of the Hospital’s administrative leadership team and directly involved in

top level decisions. Prepare and manage $1.4M marketing budget. Responsible for management of marketing staff

and two screening programs which contributes $10M in downstream revenue. Opened and set up operations for

rural clinics. Reported to the CEO.

Exceeded business goal for total volumes by 27.5% through implementation of combined strategic

marketing efforts; achieved year over year growth o f 24% despite industry decline.

…Continued…

KIM HARDEN Page Two

Professional Experience Continued

Increased emergency room volumes by 14.4% with design and launch of new marketing campaign.

Initiated and executed marketing strategy, resulting in a 36% increase in cardiovascular screenings.

Responsible for physician relations. Maintain effective relationships with physician partner group

including orientation of new medical staff, biography development and promotional efforts. Management

of physician liaison program including determining target offices, maintaining statewide physician

database, defining marketing messages and setting appropriate goals and expectations to effectively

promote Hospital services in primary care offices.

Conceptualized and developed Hospital brand and established graphic standards policy.

Updated and enhanced Hospital website to include interactivity, new features for visitors, videos, and

educational information. Initiated Hospital’s internet marketing program.

New market development, including statewide research and analysis, market launch, operational and

promotional efforts. Successfully led efforts for five new market launches.

DIRECTOR OF MARKETING AND CUSTOMER SERVICE, August 2005 – February 2008

RADIOLOGY CONSULTANTS – Conway, Arkansas

Directed marketing, sales, operations and customer service aspects for a start up outpatient imaging center. Serve d

as liaison between Company and referring market; communicated service offerings, generated business and

maintained relationships with referring physicians. Managed clinic operations and facility.

Extensive start up and management responsibilities for a $12M facility including establishing operating

procedures, organizing opening events and facility management.

Hired, trained and managed front office staff.

Successfully sold imaging center services to over 430 physicians and effectively built referral volumes

within the first 20 months of business operations.

Executed direct marketing campaign by successfully developing and maintaining long term relationships

with area physicians and office staff within territory.

Maintained physician referral base by providing customer service to resolve difficult or persistent problems

and relaying new products and services to physicians.

Created and implemented marketing plan including marketing strategy and message, competitive research,

advertising and promotion plan, marketing budget, and promotional events. Logo and brand development

and coordinated all public relations sponsorships and events.

Sold professional reads, IT systems, billing and transcription services for sister company.

MARKETING, CUSTOMER SERVICE, OPERATIONS AND TRAINING, May 1997 – August 2005

ALLTEL COMMUNICATIONS, INC. – Little Rock, Arkansas

Multiple positions held at company due to ongoing advancement through promotions:

Alltel University Performance Consultant/Senior Trainer (July 2003 – August 2005)

Responsible for generating and executing innovative ways of meeting employee performance needs in a constantly

changing work environment. Conducted leadership and management training.

Competitive Strategies and Operations Analyst (March 2001 – June 2003)

Consistently identified, coordinated, and executed business and public relation tactics to improve the wirel ine

business across 15 states. Analytical support for Alltel field operations teams and Director of Operations by

providing quarterly product forecasts, analysis of trends and monthly operations reports.

Product Marketing Analyst (March 1999 – March 2001)

Worked within team environment to perform all marketing functions for wireline product launch. Managed expenses

within $4M budget, analyzed spending for cost savings and tracked variances. Scope of position was extensive and

integral in increasing sales, brand awareness and success of product.

Customer Service Representative II/III (May 1997 – March 1999)

Provided interface between customer and Company, as well as, served as lead representative for the customer

service aspects of a new product implementation. Answered incoming calls and provided customer solutions.

E DUCATION

Bachelor of Science Degree 1997 University of Arkansas at Little Rock – Little Rock, AR

Honors: Chancellor’s List

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