Customer Service Manager
Resume:
KATHLEEN MENDELIN-MARCHBANK
London, ON N5V 4V7
519-***-****, *********@*****.***
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PROFILE
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Detailed oriented manager with over 20 years operations, marketing and event management
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experience; strong communicator with excellent interpersonal skills; proven ability to work
collaboratively with a diverse group of colleagues, clients, and external stakeholders
Extensive experience in coordinating special events at local and national levels
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Creative, organized, problem-solver with solid management skills; demonstrated ability to
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lead and mentor individuals to maximize productivity and streamline processes while forming
cohesive, engaged teams
Published Author, Photographer, Journalist
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PROFESSIONAL EXPERIENCE
! Joseph’s Health Care, London, ON
St.
Development Officer-Foundation 2010 to 2014
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Developed documentation to support third party event organizers through the planning process to
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post event appreciation resulting in consistent, streamlined, repeatable processes
Worked closely with community partners, senior hospital leaders, patients and their families to ensure all
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stakeholder satisfaction with events and campaigns
Fine-tuned employee resource requirements and time management needed to support third party
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events thereby reducing cost per dollar raised
Member of a team that introduced social media to the foundation; Created content for social channels
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Developed an employee giving campaign plan designed to improve morale and quadruple revenue
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Exceeded year end campaign goals for 2012 by recruiting new sponsors and reducing cost per
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dollar raised
Tripled online donations in 2013 with the development of a new ‘pilot’ online giving plan
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Created an online giving strategic plan through compelling story-telling and a call to action to donate
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Revised the donation landing page to reflect a ‘hallmark calendar’ with an emphasis on ‘celebration’
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giving (birthdays, anniversaries, weddings, holidays, etc.) for launch year end 2014
As a member of the Healthy Workplace Committee, created fun engagement opportunities for staff
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! for Humanity London
Habitat
! Introduced social media to earn Habitat London Twitter, YouTube and Facebook support to 2010
Manager, Agency Services 2008
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Executed Public, Media & Corporate Relations strategies to compliment Habitat stories and events
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that earned media coverage
Re-energized volunteer engagement that fostered an enjoyable, productive build site experience and
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ensured high volunteer retention and repeat corporate sponsorship
Published online newsletters and e-blasts to keep Habitat supporters and volunteers engaged
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Used photography & video production skills to create recognition packages for corporate sponsors
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Devised a plan to collaborate with youth from Katamavik, Fanshawe College & Western University
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that created skilled experience through volunteer and co-op placements
Instrumental in the creation of a Western University student group and newly created position on the
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Board specifically as a result of student involvement
Reinvigorated a Habitat Family Sweat Equity Program to ensure the family’s contribution would be
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complete for their dedication ceremony
Represented Habitat London at community events, trade shows, and secondary schools to share the
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mission of Habitat London to gain support through volunteering and sponsorship
Attended accredited Health & Safety workshops to ensure a safe work environment in the office, Re-
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Store and build sites
! Aid Ontario
Legal
Area Member Candidate 2010-Present
! Contributed to area committees by reviewing applications for assistance and decision appeals that
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determine who will receive or will continue to receive a legal aid certificate.
Additionally, area committees determine whether it is appropriate to fund appeals of judicial
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decisions made by Courts and Tribunals
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Conestoga College
Instructor, Advertising Department 2006-2006
! by students and fellow instructors as a highly respected instructor and colleague
Evaluated
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Semester Contract - Taught Marketing/Advertising, Research/P&L Analysis, Career Planning
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Improved student moral during a difficult transition period
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Refreshed course material and projects to re-engage students
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! Canada
BFI
! Area Account Manager Sales & Sales Management service throughout Ottawa, Kitchener,
2002-2008
• Provided highly regarded
Cambridge, Waterloo, Guelph, Winnipeg; resulting in customer/revenue growth and held one of BFI
Canada’s highest customer retention rates
Used diplomatic problem solving and conflict resolution skills to troubleshoot and satisfy customer
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concerns
Analyzed waste and recycle market trends and competitor performance to ensure BFI Canada
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remained current, and devised strategies to exceed customer expectations
Negotiated individual ‘loyalty rewards’ programs, providing a positive customer service experience
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which led to recognition from customers and BFI head office respectively
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Famous Players Theatre
Marketing & Promotions Manager 1999-2001
Senior Operations Manager, General Manager
! Liaison for film distributors to showcase new releases according to their promotional guidelines,
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which resulted in various film marketing recognition awards from head office and distributors
Marketed films in theatres and at selected film festivals including TIFF (Toronto); and introduced new
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local film festival opportunities to individual film groups and film students
Increased revenue by creating new theatre rental opportunities for sales conferences and seminars
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Developed new group children’s activities resulting in an increased group revenue stream
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Marketing leader of a volunteer team comprised of staff and a cross section of community members,
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including government, health care, education and law enforcement, whose combined efforts were
recognized by Show Canada for Film promotion and winning local community awards
Recognized by the province for excellence in training staff, as a founding member of the ‘new-hire
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orientation team’
Enhanced the customer experience by providing creative displays, contests, activities and
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community cross promotions – all within or under budget and leading to long lasting community
partnerships
Introduced employee recognition events and successfully renegotiated the transition of current staff
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at older facilities to newly built theatres receiving high employee satisfaction scores and extremely
low employee turnover
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! Chronicle Journal (Thunder Bay Daily Newspaper)
The
! Regional Correspondent, Journalist,business, crime, health,Shore Bureau
Photographer, North 1996-1998
• Assigned to cover a variety of stories: sports, entertainment, tourism which
resulted in an increase in circulation in communities along the North Shore
Recognized by the Chronicle Journal for excellence in story writing and photography
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! ! & PROFESSIONAL DEVELOPMENT
EDUCATION
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Psychology, First Class Standing, Lakehead University, Thunder Bay, ON
Journalism, Carleton University, Ottawa, ON
Public & Media Relations, Algonquin College, Ottawa, ON
Disney Institute, Orlando Florida
Letter of Accomplishment, Institute of Canadian Bankers, Toronto, ON
LEAN Sixth Sigma, London, ON
VOLUNTEER & COMMUNITY INVOLVEMENT
• Member of the Argyle Community Association – London, ON (Current)
• IFCO – Independent Film Cooperative Ottawa (Past)
• Aguasabon River Rats, Junior B Hockey-Media Relations (Past)
• Chair & Vice Chair– Terrace Bay Public School Association (Past)
• Adult Literacy Association – North Shore-Community Outreach & Media Relations (Past)
• National Capitol Luge Association-Media Relations (Past)
• Canadian Council on Smoking & Health-Community Outreach (Past
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AWARDS & RECOGNITION
Recipient of numerous scholarships & bursaries (post-secondary education)
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Branch RRSP Campaign Specialist (CIBC);
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Earned CIBC gold pin within first year of employment; CIBC Regional Steering Committee
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Winner of the 1999 Best Outdoor Exhibit – Thunder Bay Trade Show
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Winner of the national 2000 ‘Blockbuster Award’ presented by Show Canada
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Recognized for sales achievement and sales team management at The Gap/Old Navy/ Banana
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Republic
Recognized by BFI Canada for customer service, customer retention & contract renewals
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