Customer Service Manager

Michael J. Roux

Address: ** ********* **. ******, ** 07461 E-mail: *******.*.****@*****.*** Cell: 973-***-****

Creative, passionate, problem -solver with a blue collar work ethic seeking a challenging and rewarding

Objective

position within a stable company where my previous skills and experience can be utilized, allowing for

professional and personal growth.

Experience

April 2012 – July 2014 Enterprise Holdings Inc. Greensboro, NC

Assistant Manager

Promoted 3 times by Regional Vice President from Management Trainee to Assistant Manager in

just over 1 year; selected and ranked #1 for the “Best of the Best” program.

Managed efforts of Branch employees and provided a high level of customer service

Used initiative, independent judgment, discretion, and decision-making skills to perform a variety of

duties and solve problems

Marketed to existing and prospective corporate accounts to generate new business and posted

consistent 10% - 15% growth over previous year.

Managed branch receivables, including negotiating payment plans, collecting difficult accounts

receivables and preparing write-offs for uncollectible accounts.

Implementing new training strategies for employees and management that will have a positive

impact on gross costs and expenses for the branch.

Aug. 2010 – April 2012 Retcho Agency Inc. Closter, NJ

Director of Marketing

Formulated new ways to bring in clients including spearheading the redesign of the agency’s

website by overhauling to flash based design, integration of electronic quoting system and adding

customer service survey

Implemented and managed social media integration, direct mail marketing, print advertising, and

online marketing including web advertising and direct email marketing.

Narrowed target market and determined marketing strategy by interacting with sales teams.

Scheduled and managed weekly status meetings to discuss the positioning of the company’s ads

and ensure the impact and brand awareness of the company was maintained.

Dec. 2010 – April 2011 Trone Advertising Inc. High Point, NC

Assistant Account Executive

Managed day to day account service for Uniroyal and Michelin accounts, specifically the Uniroyal

Soccer Program and Michelin Soccer Program test project.

Coordinated all activities related to the execution of the program including registration,

customization, shipping, logistics, and creation of related materials.

W orked closely with the client to assure all needs were met, multi-tasked several aspects of a

grassroots campaign under tight deadlines

Participated in creative process for several components of the campaign, managing brainstorming

meetings, and creation and layout of a bi -annual newsletter.

Participated in Michelin’s “Agency Tire School” by attending classes on the inner workings of the

Michelin and BF Goodrich tire creation process from concept through finished product, tours of the

Plant and facilities, and tire testing on the Laurens Proving Ground Test Track.

Education

High Point University High Point, NC

Bachelors of Science in Marketing; Minors: Sales, Sports Marketing

Founding Member of Pi Kappa Phi Fraternity, Theta Tau Chapter

First High Point University Broadcaster on Big South Network and HPU Sports Link

Participated in a cooperative marketing program with Vann York Toyota.

Created a comprehensive marketing plan consisting of new social media utilization supported by

traditional forms of media such as television and newspaper.

Addressed massive Toyota recall as part of marketing plan to help rebuild consumer confidence.

Helped Found the Theta Tau chapter of the Pi Kappa Phi Fraternity, Pi Kappa Phi founded on the

principles of leadership and community service. The Chapter received Greek Organization of the

year 2009 from High Point University, as well as various awards a nd recognitions from Pi Kappa

Phi’s National Council.

Internships

The Ability Experience – Journey of Hope

May 2010 – Aug. 2010 Charlotte, NC

Public Relations Coordinator

Primary media contact onsite for the South Route Team of the Journey of Hope.

Responsibilities included managing the media relations in each stop, along with preparing and

coordinating all logistics of arrival events in each city.

Brief and prepare a team of 38 members for interviews with the both local and national media

outlets.

Collect and compile audience demographics, obtain recordings of interviews and reports, and

judging total reach of event

May 2009 – May 2010 High Point University Athletics High Point, NC

Sports Marketing Intern

Strategically planed and conducted promotions for the upcoming soccer and basketball seasons for

the NCAA Division I High Point University Panthers.

Spearheaded projects, which included designing fan t-shirts, assisting in game time promotions and

operations for volleyball and basketball, and participating in alumni relationship building including

cultivating relationships with alumni and sponsors

Designed on-campus and off campus advertisements, posters, video board graphics, and other

promotional materials.

Assisted Big South Conference with on-campus promotions; served as a liaison between the

conference office and HPU Sports Marketing Department.

Planned “Big South Video Game Tournament” to be held on the High Point University Campus and

assisted in the “Big South Fantastic Fan” promotion.

Aug. 2007 – May 2010 High Point University Athletics High Point, NC

Sports Broadcaster & Web Streaming Coordinator

Provide play-by-play and color commentary for the Internet broadcasts of High Point University

athletic events including being “the Voice” of men’s soccer, women’s soccer, and baseball.

As a Streaming Sports Coordinator, responsibilities included setting up, producing, directing, and

managing the Internet broadcasts for High Point University athletic events on the Big South

Network.

W on 4 Big South Conference Awards for Commentary in 2007 these awards included Most Peak

Views of a Live-Streamed Event (non-football) and Most Views of an Archived Event

W ritten Communication

Skills Microsoft Word Client Relations

Verbal Communication

Microsoft Excel Fundraising

Press Release Writing

Microsoft Outlook Non-Profit Management

Associated Press Style

Microsoft PowerPoint Media Relations

Crisis Management

Adobe Photoshop On-Air Broadcasting

Customer Service

Adobe Illustrator Traffic

Media Planning

Adobe CreativeSuite Analytics

Google AdWords

W indows XP - 10 Strategy

Social Media Marketing

Mac OSX Project Management

References and Broadcast Recordings Available Upon Request

Contact this candidate