Customer Service Management

Anne Rose, RN, M.S.

**** ****** ** #*-***, Cameron Park, CA 95682 email:

********@*********.*** 916-***-**** / fax 916-***-****

Summary of Qualifications: Expert in all modes of communication, clinical

management, customer service, and management of diverse teams, including

remote staff.

Education

Master of Science Nursing Administration, University of California, San

Francisco

Bachelor of Science, CA State

Current licensure Registered Nurse, California

Independent Consultant, Internet health communication strategies and

publishing/sales

Scope of Responsibilities

Consulting on website development, target audience(s) delineation,

editorial and graphic design, customer service policies,

identification of prospective business partners and sponsors,

financial modeling and analysis, sales and marketing

Top Achievements

. Integral web development role in designing the template for nine

expected, inter-related health websites by one company

Director of Content & Community, Mediconsult, Inc., (since acquired by

Cybear, Inc.) (http://www.mediconsult.com)

Scope of Responsibilities

As most senior content/community executive, conceptualized the

editorial mission, strategic direction, and personality of website;

developed original, interactive content features; coordinated the

production, delivery, and implementation of online content/community

among a diverse group of contributors; implemented and analyzed

performance metrics; integrated multimedia technologies to maximize

impact; identified and executed reciprocal content licensing

agreements; recruited, screened, and mentored online contributors;

collaborated with rest of senior management for optimal audience

penetration and revenues; expert in identifying strategic

partnerships, alliances, acquisitions; collaborated with

Communications Dept to develop/implement marketing and media publicity

campaigns; guest interviewee on radio programs to publicize venture.

Top Achievements

. Within eight months, introduced seven new original print, audio, and

interactive features;

. After implementing 7 original, interactive content features, unique

monthly visitors increased from 500,000 to 3 million; pageviews

increased from 3 million to 13 million; and visitor length of stay

increased from 2.5 minutes to 46 minutes;

. Implemented fresh, daily content for 65 concurrent and distinct

channels;

. Reorganized the Content/Community department for maximum efficiency

and effectiveness; deleted 9 superfluous positions, resulting in six-

figure savings while simultaneously introducing new content features

with existing staff;

. Identified and participated in two major acquisitions, resulting in

dramatic ROI and market share increases (increased traffic by 50%);

. Introduced a weekly email newsletter, growing the subscriber base from

2,000 to 30,000 within eight months;

. Created editorial calendars, editorial and clinical-review policies,

protocols, and procedures to ensure editorial integrity and adherence

to industry standards; implemented production delivery schedules for

seamless execution of scheduled content features; assembled a

community integration team to integrate diverse content offerings into

a coordinated, themed, integrated package;

. Built a multidisciplinary "virtual" team, geographically dispersed

across the US and Canada, into a tightly knit, productive department

whose performance metrics surpassed other departments.

. Presentations at international conferences in Europe on Internet

communications and consumer interactivity.

Contract Editor, for Medscape (http://www.medscape.com

Scope of Responsibilities

Member of the editorial team that covered major medical conferences by

writing, editing, and posting the presented research findings on the

website within 24hrs of its presentation; responsible for

orchestrating, coordinating, and analyzing mini ad-campaigns and

publishing results for a trade audience; ferreted timely story ideas

and interviewed emerging Internet leaders for a trade audience.

Top Achievements

. Conceived, designed, and produced innovative audio interviews, live

from the conference floor, with major medical presenters, for posting

on the site as part of its conference coverage package.

Managing Editor, Online Services, Access Health, Inc. (now McKesson HBOC,

http://www.pha-online.com and http://www.yourhealth.com )

Scope of Responsibilities

As most senior content/community executive, conceptualized the

editorial mission, strategic direction, and personality of website;

developed original, interactive content features; coordinated the

production, delivery, and implementation of online content/community

among a diverse group of contributors; implemented and analyzed

performance metrics; integrated multimedia technologies to maximize

impact; identified and executed reciprocal content licensing

agreements; recruited, screened, and mentored online contributors;

collaborated with rest of senior management for optimal audience

penetration and revenues; developed standards and implemented

screening mechanisms for professional contributors.

Top Achievements

. Although the Internet was a new and foreign medium for me, within two

weeks I'd pinpointed the target audience and conceptualized the

content and interactive elements of the site;

. In conjunction with the systems analyst, designed original and

innovative functionality to my specifications that was advanced for

its time (daily online "talk shows", online workshops, audio

interviews, and 5-6 wk multimedia, multidisciplinary programs, such as

Life101, eSpa, HumorRx, and The Fountain of Youth)

. Led a geographically dispersed team of FT and PT staff, freelancers,

and professional contributors in a start-up, fast-paced environment;

critiqued and mentored medical professionals to become more proficient

communicators with audience.

National and International Nursing Seminar Presenter

Scope of Presentation Topics for Seminars, one hour to all day

Building dynamic, interactive, and profitable websites; earning

consumer trust; communications and publishing; consumer health

strategies; public relations and marketing; business success; and work-

family issues.

Small sampling of venues (comprehensive listing of over 130 presentations

available on request):

NetDoktor 1st European Conference, MedNet2000, Internet Healthcare

Coalition Conference 2000 and 1999, Ceridian Corporation, Carondelet

Management Institute, Bank of America, Intel, Apple Computer, Deloitte

& Touche, America's Health Network, AllState Insurance, American

Cancer Society Relay for Life.

Adjunct Faculty at UC San Francisco, St. Mary's College, University of

Phoenix

Scope of Qualified Coursework

Undergraduate and graduate levels courses on research methodology and

critique, skills for professional transition, management,

communications, and organizational theory

Managing Editor, Body & Soul Magazine

Scope of Responsibilities

Established editorial calendar and clinical review standards for

content; set production schedules and processes for timely, consistent

deliverables; created writers guidelines, nurtured outlets for

freelance contributions; recruited and mentored freelancers; edited

contributions; collaborated with sales department to maximize sales;

contributed to publicity campaign; guest presentations at professional

writers' organizations.

Top Achievements

. Redesigned the magazine's content, layout, and personality, and

introduced editorial and clinical standards

VP, Community and Customers, Prairielaw, Inc. (since acquired by law.com)

http://www.prairielaw.com

Scope of Responsibilities

As most senior community executive, responsible for all customer

interactions and experiences; conceptualized the strategic direction and

personality of website; developed original, interactive features; designed

performance metrics to evaluate staff, contributors, and attainment of

objectives; strategized integrated, multimedia technologies to maximize

impact; recruited, screened, and mentored online contributors; expert in

identifying strategic partnerships, alliances, acquisitions.

Top Achievements

. In three months, reorganized the Community department, consolidated

staff (had been mixture of FT, PT, and independent contractors) and re-

assigned previously outsourced work to employee-staff, for 6-figure

savings and increased productivity and quality control;

. Articulated the vision for the department and designed original,

interactive features, such as daily online talk shows, polls, support

groups;

. Created operational standards and codified into a department handbook

of policies, procedures, and protocols;

. Identified and initiated two potential strategic alliances.

Celebrate-Travel, Inc., President

Scope of Responsibilities

Consult, advise, recommend and design customized travel plans for

clients; personally visit all regions in which we specialize so that

we are true experts and can knowledgeably advise clients; launched and

maintain our own website and blog; implemented creative marketing

solutions such as honeymoon gift registry and rewards program; create

our own proprietary personal recommendations-guides for the regions in

which we specialize; create slideshows from our travel photos;

maintain specialist certifications for discerning resorts, tour

operators, Cruiselines; monthly travel columnist for regional

lifestyle magazine, bonnie magazine

Top Achievements

. Within 6 months of company launch, became the #4 Top Producer for

Classic Vacations as an outside agent for host agency

. Within 1 yr as a travel professional, launched my own travel

company, Celebrate-Travel.com, where it has consistently garnered top-

producing agency awards from Classic Vacations, Starwood, and Hyatt

Resorts

. Incorporated my travel agency in 2007, as Celebrate-Travel, Inc.

. Selected as weekly guest columnist for two travel-trade magazines

Producer/Host of radio programs Attitudes on Health, Attitudes on Business,

Attitudes on Success, and Property Line

Scope of Responsibilities

Conceived, produced, and hosted award-winning, daily and weekly radio

programs (including live, call-in) on health, business, real estate,

and success for regional talk radio stations; trend-setting format

spawned imitators; designed and implemented radio sales campaign

Top Achievements

. Increased listenership as I advanced from 3,000 watts stations to

50,000 watts radio stations;

. Interviewed Ross Perot during his Presidential candidacy;

. Featured in several magazines for innovative content and format;

. Awarded the Sigma Theta Tau Electronic Media Honor for best consumer

health broadcast program.

President, Sharon Schneider Enterprises, media and marketing consultancy

Scope of Responsibilities

Designed, coordinated, and implemented creative, multi-media campaigns

for corporate and individual clients; specialized in low-cost, high-

visibility activities, resulting in local, regional, and national

radio/TV/print interviews and speaking engagements; expert in creating

topical angles; constructed attention-getting press kits, bios,

brochures, media-opportunity sheets; adept at personality-driven

speechwriting; wrote feature stories, all corporate communications;

placement of stories in targeted publications; created image-enhancing

newsletters; proven success track record in securing nonfiction book

contracts; freelance editor for national health/medical reference

publisher; developed access to a national network of writers, editors,

producers

Top Achievements

. My "Absolutely No-Fail Path to Publishing" was presented to thousands

of healthcare/nursing professionals and consumers, inspiring many of

them to try-successfully-to publish and use media to effect positive

change.

Writer, Speaker, Community Volunteer

Scope of Responsibilities

Freelance nonfiction writing and publishing on family, health, travel;

nonprofit volunteer activities; community speaker on family issues and

publishing. Small sampling of publications includes King Features

Syndicate, Medicine on the Net Magazine, Strategies for Healthcare

Excellence, Manage: Journal of the National Management Association.

(Comprehensive publications listing of about 100 bylined articles

available on request)

Top Achievements

. Founded Nursing Horizons, a professional nursing organization;

. Founded Writers' Resource Consortium, comprising three independent

professional writing organizations;

. Served three years as President, 5 yrs as Director, of statewide

professional writing organization;

. Designed and implemented a school-wide, elementary physical education

program to the criteria advocated by the President's Council on

Physical Fitness;

. Conceived and produced an exercise video for school-age children,

featuring school-age children, which was broadcast on local TV;

. Testified before a California Congressional Committee on child care

issues;

. Featured in national consumer and trade publications.

Clinical Nursing, V.A. Medical Center, Fresno, CA, University of CA, Davis,

Medical Center,

Rancho Seco Nuclear Power Plant, Starting Point Chemical

Dependency Facility

Scope of Responsibilities

Variety of clinical nursing positions including staff nurse (medical

and surgical), instructor, administrator (included 24 hr responsibility for

hospital units and staff); direct reports up to 45 FT employees on a 24 x 7

basis.

Top Achievements

. Promoted three times within 5 years in recognition of leadership and

management of clinics;

. Youngest nurse to be appointed hospital nursing educator;

. Conceived and orchestrated hospital-wide implementation of innovative

Standards of Care, forerunner of DRGs and managed care;

. Developed and implemented original 5 wk certification program for

nursing assistants (prior to state mandate);

. Developed and implemented on ongoing basis 3 wk pharmacology program

for all licensed vocational nurses;

. Strategized and supervised a multi-million dollar clinic renovation

while maintaining 24 hr clinical care.

HONORS

World Who's Who of Women, Two Thousand Notable American Women, Who's Who

Worldwide

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