Customer Service Project Manager

Rhonda Rainwater

San Jose, CA

408-***-**** *************@***.***

Marketing Associate

A dynamic marketing professional with 12+ years of proven experience creating and editing targeted content for internal and external audiences. Excellent presentation and training skills. Effective project manager. Extremely organized, able to meet deadlines in faced-paced environments. Excellent interpersonal and communication skills, working effectively across all levels of an organization.

Core Competencies

Online Content Creation & Optimization

Project Management

Cross-Functional Collaboration

Transform complex ideas into simple concepts

Procedural Development & Training

Trending & Analytics

Professional Experience

CVS/PHARMACY – Sunnyvale, CA July 2014 – October 2015

Department Manager

Focusing on customer service, assist management in successful operation of retail store.

STAR ONE CREDIT UNION – Sunnyvale, CA 2001 - 2013

Web Specialist/Marketer

Team Leader, responsible for developing and implementing marketing strategy and content for corporate website. Go-to resource for escalated customer service issues and training.

Led all aspects of creative development for online content and marketing programs.

Created the corporate voice and style for the website, leveraging a deep grasp of all products and services and clearly conveying benefits.

Developed, coordinated, and maintained roadmap and style guide, ensuring fresh and consistent content & images.

Created and optimized content and images, including web & landing pages, Help and FAQs, brochures, letters, direct mail pieces, statement messaging, newsletter articles, social media content, presentations, knowledge base, templates, forms, training materials, and e-mail communications.

Subject matter expert on CMS platform, HTML & CSS, and style guide.

Created documentation, procedures, and training materials for online services & trained staff on online products, forms, and portals.

Successfully cultivated and maintained strategic alliances with numerous internal and external stakeholders, including multiple vendors, enabling timely & correct content delivery.

Coordinated troubleshooting of technical problems regarding website.

Collaborated with Marketing and Business Development to create synergistic messaging.

Collected, analyzed and reported both web and mobile-related statistics and made recommendations to senior management.

Project Manager for 12 successful product launches. Trained staff, developed and documented policies, procedures, and departmental best practices.

Increased Online Banking participation 100%, Online Statements 51%, Bill Pay from 0% to 25%.

GINIX, INC. – Fremont, CA 2000 - 2001

Marketing Manager

Oversaw the definition, development and execution of all aspects of corporate marketing strategy, budgeting and branding for new product launches, including email, direct mail, banner ads and print ads. Assisted in business development activities, bringing on three strategic partners.

Composed copy and worked with in-house graphic designers to create targeted marketing materials.

Teamed with engineering, sales and senior leadership to write and edit web content, including the online user manual.

Led research, due diligence and wrote the competitive analysis that focused on the small business e-Commerce marketplace.

FERTITTA & ASSOCIATES – Campbell, CA 1998 – 2000

Marketing Analyst

Executed research, analysis and quantification of vendor product and price information across the small group health, life, disability, dental, long-term care and workers’ compensation marketplace. Met directly with clients and discussed the pros and cons of products offered.

Successfully created up to 12 sales presentations per month utilized by the CEO.

Negotiated pricing and product alternatives by creating and maintaining relationships with sales personnel from 30+ vendors. Created and maintained a 70+ client database by tracking monthly renewals, sales projects and prospective client information.

Automated the quoting process, bringing the operation online to overcome the manual time needed to generate quotes.

Skills

Graphics: Dreamweaver, Photoshop, PowerPoint, Illustrator

Web: HTML, CSS, XML, Omniture, CMS, SEO

Office Software: Microsoft Office, GoogleDocs

Languages: French: Good, Italian: Fair, German: Working Knowledge

Education & Certification

Master of Business Administration (MBA) in International Business, University of South Carolina

Bachelor of Arts (BA) in French, University of Iowa

Professional Marketing Certificate, University of Santa Cruz

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