Customer Service Manager

NATALIA JONES, MBA

513-***-**** *************@**********.*** linkedin.com/in/nataliajones

SENIOR MARKETING MANAGER – 9+ YEARS’ EXPERIENCE

Achievement-oriented Senior Marketing Manager with extensive experience in marketing strategy, project management,

brand advancement, and market research. Strong background in developing and implementing innovative strategies to

increase market share, improve brand recognition, and support business development. Diverse background encompasses

commitment to organizational objectives within highly competitive and changing global business arena. Experience in

product launches, vendor management, executive leadership, and staff development. Regarded as proactive manager with

ability to attract and secure key players for projects while developing long-term business partnerships. Thrives in fast-

paced environments while providing professionalism at all times.

CORE COMPETENCIES

STRATEGIC MARKETING PROJECT COORDINATION GLOBAL MARKETING

BRAND MANAGEMENT CLIENT MANAGEMENT MARKETING RESEARCH

PRODUCT LAUNCHES LANGUAGES: FRENCH/RUSSIAN

EXECUTIVE LEADERSHIP

EDUCATION

MASTER OF BUSINESS ADMINISTRATION

Concentration in Innovative Management & International Business

Wright State University: Dayton, OH

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

Thomas More College: Crestview Hills, KY

PROFESSIONAL EXPERIENCE

SENIOR MARKETING MANAGER 2013 – Present

Yuxi Pacific: Cincinnati, OH (Strategic Marketing)

Serves as Strategic Marketing Manager for this newly acquired software development company. Creates and executes

strategic marketing plan while managing marketing budget. Optimizes lead generation process and tracks ROI ensuring

consistency of business growth. Evaluates data from continuous market and competitive analysis. Builds brand standards

and extensions for company and its products while ensuring consistence of brand voice throughout all communication

channels, including trade publications, direct marketing, social media, collaterals, and media production.

KEY RESPONSIBILITIES & ACHIEVEMENTS:

Increases company reach by developing innovative marketing and client acquisition plans to optimize existing

online and offline programs, maximize traffic, and improve conversion rate

Supervises implementation of marketing communications plan to include branding foundation development,

direct email/print campaigns, trade show coordination, advertising, and public relations

Contributes to meeting business development objectives by collaborating closely with sales team and providing

portfolio of appropriate tools, materials, and market insights

Increases overall efficiency by managing local and offshore marketing teams ensuring strategies are implemented

effectively

CLIENT SERVICES EXECUTIVE 2012 – 2013

TriComB2B: Dayton, OH (Advertising)

Brought on board as key member of company’s executive team spearheading direction aligning with corporate objectives.

Executed TriComB2B services while developing long-term professional client relationships. Managed Client Services and

Production teams. Supervised non-personal social media accounts reinforcing brand identity with consistent on-brand

voice. Conducted training seminars and webinars communicating company’s service and product benefits to clients.

KEY RESPONSIBILITIES & ACHIEVEMENTS:

Achieved “2013 Bronze Addy Honoring Excellence in Advertising” for TriComB2B Regional/National Client

Integrated Campaign

Improved quality and delivery time of company services by spearheading collaboration with multiple internal

departments

Managed B2B and B2C marketing campaigns for top US and EU companies comprised of trade show support;

media and PR initiatives; Web/interactive; and sales materials for international markets

Supervised processes with marketing automation software, including HubSpot, Marketo, and Eloqua

SENIOR OPERATIONS PROJECT MANAGER 2007 – 2012

Ipsos Interactive Services: Cincinnati, OH (Marketing & Advertising Research)

Organized and implemented multinational marketing research projects for clients, researchers, and key stakeholders

promoting from Project Manager to Senior Project Manager by 2008. Organized international research and strategic teams

while placing work in field on-time and within budget. Coordinated scheduling for clients, researchers, and vendors while

managing timelines and supplier invoices for firm’s accountant.

KEY RESPONSIBILITIES & ACHIEVEMENTS:

Managed project budgets from $25K to $150K with overall department revenues of $10M while implementing

cost control best practices

Served as key contact for Ipsos Interactive Services clients; provided management of expertise for

multidisciplinary project associates across division

Increased project delivery time efficiency and communication between pre-product and post-production by

creating and reviewing new processes in daily operations

Improved and optimized estimating procedure leading to $60K in department savings 2009 and $15K in Q1 2010

CUSTOMER SERVICE MANAGER 2006 – 2007

Micro Electronics Inc.: Cincinnati, OH (Customer Service)

Drove customer service activities developing improved procedures, measuring performance, and coaching 20-member

staff of Customer Service Representatives, Store Associates, and Supervisors. Managed human resources functions,

including hiring and employee file updating. Coordinated development of Customer Support training focused on phone

skills, interpersonal skills, and technical training. Contributed to company’s marketing efforts of new product releases.

KEY RESPONSIBILITIES & ACHIEVEMENTS:

Ensured that quality levels were measured, reported, and communicated to senior management and staffing team

while collaborating with Operations Manager

Improved customer service effectiveness by observing Representatives’ performance and providing feedback and

coaching to strive toward professional and departmental goals

TECHNICAL SKILLS

MS OFFICE SUITE CONFIRMIT WEBVANTAGE SALESFORCE SALESFUSION MARKETO PEOPLESOFT

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