Customer Service Marketing

NICOLE POKRYFKA

** * ****** **, ***. ****, Washington, DC 20003

acdyi0@r.postjobfree.com . 202-***-****

Profile:

. 13+ years of progressively responsible marketing, management and

professional development experience

. Outstanding written/verbal communication and analytical skills

. Experience in training, organization development, coaching and

recruiting

PROFESSIONAL EXPERIENCE

. Marketed healthcare products and services for hospital, assisted

living and pharmaceutical organizations

. Managed membership operations, front-line marketing staff, volunteers

and interns

. Facilitated meetings and training sessions at all organizational

levels

. Developed individual talent through mentoring and coaching in

educational and healthcare marketing settings

. Led team effectiveness and group process improvement initiatives

. Identified formal and informal power and established relationships

with key organizational influencers

. Built relationships and partnerships with physician practices, local

government agencies, healthcare organizations and community groups in

order to achieve business goals

. Developed and managed marketing budgets and strategic marketing plans

. Designed lessons, wrote curriculum, developed learning assessments and

led educational programs

EMPLOYMENT HISTORY

Navy Federal Credit Union, Vienna, VA

2013

Georgetown Student Consultant

. Worked with new Software Operations leadership to identify factors

impacting engagement and productivity

. Contracted with client to identify project focus and scope

. Collected and analyzed data obtained through interviews with employees

and leadership team

. Facilitated collaborative leadership feedback/planning session to plan

steps toward leveraging strengths and addressing areas of improvement

The George Washington University Hospital, Washington, DC

2009 - 2011

Manager, Senior Services and Outreach

Managed marketing and operations of a senior-focused hospital membership

program with 6,000+ members

Served as hospital physician outreach liaison and marketing team member

. Established relationships and formed partnerships with community

organizations such as senior centers, physician practices, residential

communities, and local government agencies

. Planned and executed quarterly health seminar series, health

screenings and other community events

. Collaborated with hospital managers and medical staff to address

geriatric patient concerns

. Developed and managed program budget, marketing plan and member

database

. Administered and expanded member benefits

. Met with surgeons to identify factors influencing utilization of

hospital services

. Coordinated and/or facilitated subsequent meetings with surgeons and

hospital leadership to address issues

. Facilitated training sessions for all hospital employees designed to

improve patient satisfaction scores

. Interviewed new surgeons to determine areas for promotion and

established connections with key hospital staff

. Produced quarterly newsletter, brochure, advertisements, fact sheets,

direct mail and web content

. Performed miscellaneous marketing functions as needed, such as media

relations, service-line and brand marketing, web content management,

event sponsorship coordination and internal promotion of new medical

technology

. Increased senior program membership by 69%, promoted to add Physician

Outreach role

Sunrise Senior Living, Alexandria, VA

2006 - 2009

Director, Community Relations & Business Development

Managed marketing and business development efforts for large senior

living community ($6 million/year revenue)

. Managed and trained front line marketing staff and mentored new

marketing directors

. Researched competitor products, pricing, and occupancy and performed

SWOT analysis

. Developed and executed marketing plan, maintained customer database

and managed expenses

. Formalized regional business development strategy to minimize

duplication of efforts and maximize results

. Improved management team effectiveness through clarification of roles

and responsibilities

. Planned and executed monthly educational events targeting leads and

referral sources

. Cultivated relationships and developed partnerships with physician

practices, local government agencies, healthcare organizations and

community groups

. Hosted and attended networking functions for local businesses and

organizations

. Coordinated print advertising and secured media coverage of community

events

. Reported occupancy projections for investor groups

. Achieved sales closing rate of 50% as compared with company average of

25%, a 58% increase in referrals and 10% increase in lead conversion

rate

Eli Lilly & Company, Baltimore, MD

2004 - 2006

Account Manager/Neuroscience Division

Managed institutional sales of neuroscience medications for 22 major

accounts ($5 million/year revenue)

. Built relationships with head of pharmacy, chief of psychiatry,

physicians and staff in VA hospital, state mental institution,

community hospital and long-term care settings

. Presented product value to customers via in-service presentations and

individual meetings

. Developed quarterly business plan based on market data and available

resources

. Presented best practice and compliance trainings at pharmaceutical

sales team district meetings

. Maintained customer relationship database to track interaction and

results

. Identified key decision-makers and influencers within each institution

and established relationships

. Collaborated with psychiatric thought leaders to deliver persuasive

presentations

. First in region to gain formulary availability of new medication

during product launch

. Ranked in the top 10% of national sales division

Howard County Public Schools, Ellicott City, MD

1997 - 2004

Mathematics / Technology Instructor

Taught Pre-algebra through Pre-Calculus and Software Applications to

middle and high school students

. Presented curriculum, evaluated student performance, tracked progress

and provided feedback

. Developed standardized county assessments and wrote new algebra

curriculum

. Trained teachers to integrate technology into the curriculum, develop

creative lesson plans, and organize and manage class time effectively

. Served as a mentor for new Algebra teachers

. Secured grant funding and developed/implemented after school program

to encourage talented minority students to pursue careers in math,

engineering, and science

. Led after school remedial math program and SAT prep course

Nationwide Advertising Services, Linthicum, MD

1995 - 1997

Customer Service Associate

Assisted customers with format, text and placement of ads to maximize

exposure and response

Calculated price estimates and maintained accounts receivable ledger.

EDUCATION

Georgetown University

Washington, DC

Executive Certificate - Organizational Consulting and Change Leadership,

2013

Loyola College Baltimore, MD

Graduate Teaching Certificate - Secondary Mathematics, 1997

Clemson University Clemson, SC

B.S. Business Management, 1994

Contact this candidate