Customer Service Manager
Resume:
Windy Dano
**********@*****.***
PROFFESIONAL EXPERERIENCE
December 2003 to U. S. Money Reserve, Inc.
September 2009 Austin, TX
February 2007 to Media Manager
September 2009 Develop comprehensive media advertising plans in support of organizational strategies and
objectives of the company
Gather contacts for all media buys, including print, television, radio and online media for the
United States, Canada, United Kingdom and Australia
Conduct assessment of the target markets
Provide market analysis to determine the best media channels that support the media plan to
achieve increased sales
Participate in budget development and determine the departmental budget
Monitor expenditure of approved budget and review monthly financial statements
Analyze return on all ad placements to determine the best use of budgeted dollars
Oversee and direct necessary market research
Prepare daily, weekly and monthly status reports for all media activities that are outlined in
the approved media plan
Work with advertising agencies to develop strategy and media placement
Provide media support to other departments, as required
Supervise projects and daily processes
Confirm specific goals and convey to Chief Executive Officer (CEO)
Supervise and mentor department staff, provide direction and feedback on
performance and cross train for skill development
Consult continually with the Marketing and Inventory Managers to maintain current product
costs and ad copy versions to be used
Attend weekly management meetings to support and provide relevant resources and
information to all department Managers
Oversee all media contact lists and materials, including media kits, training binders, status
reports and other materials as needed
Make recommendations for new media advertising venues and products
Maintain accurate media account management files
Lead the development of proposals and presentations to support the media and advertising
process
Handle media inquires, create media opportunities and work with media sales,
brokers and agencies to get favorable negotiated rates
Oversee all media buys with an approximate quarterly budget of $1.5 million, with returns
on investment reaching a ratio of 2-5 times or more
Media Buyer
December 2003 to Contact National and International print publications, including newspapers and magazines,
February 2007 gather price, circulation, and then negotiate an accepted rate based on cost per thousand
Order media kits to review the publications and determine if the demographic data fit the
profile for the company products
Buy half to full page advertisements in the major United States and Canadian newspapers
and magazines
Bid and purchase half hour paid programming spots as well as 60 second spots on the
DMA market network affiliates and national cable affiliates
Maintain the monthly budget
Process invoices and check requisitions
Monitor profit and loss on all media runs
Determine which publications and television stations provide the best return on investment
and continually schedule the media plans based on performance
Research new advertising opportunities including online and radio
During the years as Media Buyer, increased the number of media contacts and publications
from near 30 to over 300
1999 to 2003 Bank One Corporation
Austin, TX
Senior Administrative Assistant
2002 to 2003
Manage the calendar of the Austin/ San Antonio District Manger as well as the Texas and
Louisiana Regional Manager
Disseminate information to banking centers on sales and operational issues
Coordinate all aspects of meetings, including preparation of materials and location
Serve as liaison between banking center staff and both District and Regional management
Track and follow up on all items requested from banking centers
Serve as escalation point for customer issues by resolving and responding to customer
concerns
Input data on annual performance reviews and merit increases
Support Field Operations Coaches, Business Banking and Investment Partners in
development and tracking of certain programs
Prepare monthly and quarterly recognition for banking centers and their management
Submit expense reports and payment authorizations to Regional Manager
Prepare spreadsheets as needed for budget and goal allocations
Track daily production of each banking center in the Market
Analyze expenses incurred by cost centers in the Market and make recommendations on
the findings
Assist in development of sales strategies for each job family on a weekly basis
Customer Service Associate II
2001 to 2002
Handle the opening of new accounts including checking, savings, wire transfers and small
CD accounts
Served as liaison between small and large investments to the investment banker
Customer Service Associate I
1999 to 2001 Handle multiple bank transactions including check cashing, deposits, withdrawals and
investment referrals
Sole custodian for all negotiable items, including money orders, cashier’s checks and
traveler’s checks
Held a senior position and served as a mentor to new hires
EDUCATION
2007 St. Edward's University
Austin, TX
Master of Business Administration (MBA) Marketing
2000 St. Edward's University
Austin, TX
Bachelor of Arts Psychology
PROFESSIONAL AFFILIATIONS
Electronic Retail Association
References and contact information available upon request
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