Customer Service Manager

GABRIEL D. W. WOLLENBURG

***********@*****.*** 414-***-****

INBOUND CRAFTSMANSHIP, LEADERSHIP, AND CREATIVITY

PROFESSIONAL SKILLS / PROFILE

I see where electronic and traditional media can work together. I create and execute on strategies that help an organization’s customers not only engage with a company but delight in doing so.

Technologically savvy and effective collaborator online and off

Charismatic and confident public speaker

Talented writer, communications planner

Mentor and coach

Social media innovator

EXPERIENCE

DIRECTOR OF MARKETING AND COMMUNICATIONS

MARKETING AND COMMUNICATIONS MANAGER

MARCOM PROJECT MANAGER, BETHESDA LUTHERAN COMMUNITIES

Watertown, WI 2013 - PRESENT

A primary leader and doer in Bethesda’s marketing and communications department, promoted twice in three years to progressively responsible positions.

Accomplishments:

Raised over $130,000 online in Q4 2015, the most Bethesda’s ever raised in that period

Increased social media engagement by more than 700% over 24 months

Increased readership of email marketing by 200% over 6 months by applying inbound segmenting tactics.

Finished a complete overhaul of Bethesda’s website in under 4 months, making the site easier to use and mobile responsive.

APPLECARE ADVISOR, APPLE

Online, Watertown WI 2103

Upheld the world’s best customer service standards while executing on strategic measures and corporate initiatives.

Accomplishments:

Received several commendations from management for achieving high satisfaction ratings from my customers.

TECHNICAL WRITER, EPIC

Verona, WI 2012 – 2013

Writing at Epic involves translating technical language about software into technical language about medicine, all while maintaining attention to detail, deadlines and workflows.

Accomplishments:

Earned certification in EpicCare Inpatient software in under three weeks.

MEDIA SPECIALIST, ROGERS MEMORIAL HOSPITAL

Oconomowoc, WI 2007 –2012

As a leader of a marketing and communications team of five, I spearheaded public relations initiatives and revamped the organization’s online strategy.

Accomplishments:

Placed Rogers Memorial Hospital as a resource on “Doctor Phil,” resulting in the organization’s highest inbound traffic levels of all time.

Developed and maintained a project tracking system that ensured internal customer service satisfaction among six unique residential specialties, each led by its own medical director.

NEWS EDITOR, OCONOMOWOC FOCUS

Oconomowoc, WI 1999 –2007

Drove sales and created engaging content. Trained and developed new reporters – many of whom have had successful careers in journalism all over the world.

Accomplishments:

Winner of several prestigious awards including Wisconsin Newspaper Association’s Best Newspaper Award.

Through marketing and tactical content practices, I maintained the growth of the paper while all other papers in the group were shedding readership.

EDUCATION

BACHELOR’S OF ARTS – WRITING AND JOURNALISM

University of Wisconsin – Whitewater -1997

EMAIL MARKETING CERTIFICATION

Hubspot Academy 2016-2017

Software Proficiencies

Inbound Marketing, MailChimp, Facebook Pages Manager, Hubspot Marketing Automation Microsoft Office 365, G Suite, Adobe Creative Cloud, Animoto.com, Canva.com, Linux, IOS, Android, MacOS, Windows

VOLUNTEER

WATERTOWN PLAYERS COMMUNITY THEATER

Board of Directors – 2015 – present

WEB414.ORG MILWAUKEE WEB MEETUP

Host, Organizer – 2006-2008

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