Project Manager Customer Service

TROY KNIVILA-RITCHIE

***** **** ****** ** • Poulsbo, WA 98370

phone: 360-***-****; e-mail: ****.*.*@*****.***

LinkedIn: http://www.linkedin.com/in/troykr

SUMMARY:

Exceptional history of directing project teams and other workgroups towards achieving client and company goals. My creative problem-solving and team-building skills help me to overcome obstacles and achieve success. As a result, I work seamlessly as an integral, contributing member of a team, but I also work well on my own. I have amassed a great deal of knowledge and expertise ranging from advertising design, direct marketing strategies and general publishing savvy to public relations/communications, customer service and training.

EXPERTISE:

Project Management: Marketing & Production

Communications Management

Database Marketing & Analytics

Microsoft Office Suite; Adobe Creative Suite

Print Buying & Bid Negotiation

Education & Training

PROFESSIONAL EXPERIENCE:

Forest City Residential Management • Silverdale, WA August 2009 to present

Community Services Coordinator

• Research, write/design and implement comprehensive communication plans utilizing newsletters, flyers, brochures, Website and social media to promote a continuous flow of useful, timely and essential information to both current and future Forest City housing residents.

• Increased resident engagement over 30% through management of Forest City Navy Northwest Website and social media personae (Facebook, Twitter, etc.), including reviewing analytics and implementing best practices to establish and maintain a common voice throughout.

• Monitor online reputation with HootSuite, Google Alerts, Facebook Insights, SocialMention, et al.

• Work closely with regional General Manager and Community Services Specialists to plan and direct the development and implementation of activities and programs that benefit families living in Forest City Navy Northwest military housing communities.

• Supervise and mentor two onsite Community Services Specialists.

• Work with Navy and other federal personnel as part of the ongoing public/private venture.

• Manage and execute projects tied to operational and marketing budgets for the region.

MRM Worldwide • Seattle, WA April 2006 to June 2009

Project Manager

• Project and program management of major accounts, including: Microsoft, Cathay Pacific, Nortel, Verizon. Overall customer retention increased 12% year-over-year.

Managed creation and deployment of white papers, landing pages, microsites, banner ads, HTML and plaintext emails.

• Supervised a team of editors, designers and developers to create effective marketing materials.

• Created and managed marketing plans, scopes of work, campaign budgets, and schedules.

Edited and proofread content and layout for branding and strategy.

• Organized and lead status and kick-off meetings with clients and design/technical staff.

• Shared and documented best-practices within the department and across the organization.

• Negotiated resources and developed estimates with sister offices and external vendors, such as near-shore development and media buys, resulting in an average 20% cost savings.

• Wrote change orders to initiate billing when budgets were exceeded and regularly arranged for the purchase of services and materials to complete jobs.

The Hacker Group • Bellevue, WA August 1998 to April 2006

Project Manager

• Managed multi-million-dollar B2B and B2C projects from kick-off to deployment and analysis. Major accounts included: AT&T Wireless, Hyatt, Seattle Times, World Vision.

• Enabled the increase from 50,000 to 1,000,000 pieces mailed per day for AT&T client.

• Directed a team of copywriters and graphic designers to maintain design/brand integrity and ensure schedules, budgets and project goals were achieved.

• Edited and proofread copy and layout for content and strategy.

• Trained and evaluated new employees.

• Organized and lead status and set-up meetings.

• Responsible for the creation and implementation of department SOPs and quality standards.

• Wrote change orders to initiate billing when budgets were exceeded and arranged for the purchase of services and materials to complete jobs.

• Database management and maintenance to achieve goals and reduce budget spend.

United News & Media, plc. • Bothell, WA

Senior Insert Coordinator March 1997 to August 1998

Lead Computer Graphics Editor April 1994 to March 1997

Proofreader April 1992 to April 1994

• Created and edited the design and copy of magazine inserts and apartment advertisements.

• Reduced violations by 100% through creation of database for tracking Fair Housing regulation compliance across 30+ apartment publications, identifying and correcting problem ads.

• Ordered the printing of magazine inserts based on established quantities and special requests.

• Responsible for coordinating press time with ten regional/national printers.

• Instrumental in the composition of procedural documents and checklists as well as updating employee handbooks.

• Trained and evaluated new employees; conducted training sessions for production and sales staff as well as company officers in areas of quality control and printing standards.

EDUCATION:

Western Oregon State College: Bachelor of Science – English, March 1992 (member Sigma Tau Delta, International English Honor Society); minor in psychology.

TROY KNIVILA-RITCHIE

18145 10th Avenue NE • Poulsbo, WA 98370

phone: 360-***-****; e-mail: ****.*.*@*****.***

LinkedIn: http://www.linkedin.com/in/troykr

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