Customer Service Representative
Resume:
Marcella G. Pena
Houston, Texas 77018
Mobile: 832-***-****
************@******.***
Summary
Marketing and communications professional with experience in specialty chemicals, energy, and oil and gas
consulting services. Highlights include writing, marketing communications planning and execution, internal
communications, and program management. Highly experienced in working with C-level executives and
internal and external organizations including customers, the media, and service providers.
Skills
• Writing content for Agency and vendor Project Management
• •
advertising, collateral selection and Program Management
•
material, white papers and management Media and public relations
•
press releases Trade show and event Cross-functional team
• •
planning, management
• Internal and external projects
newsletters and execution Customer care and retention
•
Website management
•
Experience
Marketing Manager
Athens Group, Athens Group assures the quality of integrated rig systems by providing a suite of industry-
leading technology assurance services that help our customers design, construct and operate safe, reliable rigs
and platforms, Houston, Texas, Sept. 2013- Present
Managed external communications including the development and distribution of press releases
•
customer newsletters, and product launches
Managed the messaging, creation, launch, and maintenance of a new company website
•
Drove lead and sales generation by developing competitive product positioning messages that
•
clearly communicated value propositions
Created suite of new services brochures and collateral materials
•
Edited whitepapers
•
Identified vendors and managed relationships
•
Managed and performed quality control of consultant CVs used in proposal development
•
Identified and secured strategic media opportunities and placements through key trade and
•
business publications, and by leveraging key business partnerships
Performed SWAT analysis
•
Managed and maintained social media accounts including LinkedIn, Twitter, and Facebook
•
Managed and developed internal communications and employee newsletters
•
Organized and executed company events
•
Marketing Communications Manager
Kraton Performance Polymers (NYSE: KRA), a leading global producer of engineered polymers used to
enhance the performance of everyday products, Houston, Texas, Dec. 2009 – March 2013
Strengthened brand awareness and recognition by establishing new, consistent writing and
•
communications standards and by writing compelling press releases, customer success stories,
contributed pieces, collateral materials, white papers, advertising, writing and updating website content,
direct mail campaigns, and tradeshow panel messaging
Identified and secured strategic media opportunities and placements through key trade and business
•
publications, and by leveraging key business partnerships
Drove lead and sales generation by developing competitive product positioning messages for five
•
businesses that clearly communicated value propositions
Improved sales team efficiency by creating new sales kit
•
Increased communication capabilities for investor relations, research scientists and sales by creating
•
content for collateral material covering five businesses and languages, including a new, global product
portfolio
Organized and executed trade shows and special events, captured leads, and managed follow-up activity
•
Sr. Marketing Associate – Small Business Marketing
Reliant Energy, an NRG Company, is a Fortune 300 and S&P 500 Company. It is one of the country’s largest
power generation and retail electricity businesses, 2005 – 2009
Improved new product acceptance rate by applying voice of the customer insights to new product
•
development
Increased customer acquisition rate by executing customer pricing campaigns
•
Reduced customer attrition rate by managing outbound telemarketing triggers program that identified
•
switch behavior and allowed for proactive intervention
Increased customer acceptance rate for auto bill pay by adding a MasterCard payment option
•
Reduced call center volume by improving the functionality of the instant voice response system for self-
•
service programs
Increased customer retention rate by developing and managing loyalty programs including the roll-out
•
of a concierge team, promotional events, seminars and sweepstakes, and managing the publication of
two quarterly customer magazines (Your Texas Business & Your Houston Business), and The Preferred
Quarterly, a customer newsletter
Increased brand awareness through the development of advertising campaigns
•
Increased customer enrollments by developing a no-cost, interactive-mail program consisting of energy
•
cost savings tools to support customer promotion and commercial renewal and conversion programs
Assistant to the President, 2000-2005
Reliant Energy Solutions
• Administrative support
• Marketing support
• Human Resources support
Executive Assistant, 1997-2000
Reliant Energy Thermal Systems, Northwind Houston, LLP
• Administrative support
• Sales and marketing support
• Human resources support
• Budget monitoring and reporting
Marketing Coordinator, 1993-1997
Residential DSM, Houston Lighting & Power Company
• Administrative support
• Budget monitoring and reporting
• Human resources support
Receptionist, 1990-1993
Residential DSM, Houston Lighting & Power Company
• Administrative support
• Marketing program support
Customer Service Representative, 1984-1990
Houston Lighting & Power Company
• Customer service
Education
• BS, Professional Writing, UHD, 2001 Cum Laude, Dean’s List
• MS, Professional Writing and Technical Communication (on hold), UHD
• Media Bistro, six week social media training (9 hours), 2014
• Oil and gas industry self-study, ongoing 2014
• Intro to Offshore Drilling- Petroleum Institute for Continuing Education (PEICE) - 16 hour
course (10/2014)
Technical Skills
• Microsoft Office
• Adobe
• Dreamweaver (working familiarity)
• Photoshop (working familiarity)
• MailChimp
• Salesforce (working familiarity)
• Snagit
• Traction
• Wordpress (general updating)
• Squarespace (general updating)
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