Marketing Manager Customer Service
Resume:
Tamarac, FL *****
******@*****.***
SUSAN H. SHORES
ADMINISTRATIVE
Sales Support / Sales / Project Management / Organized / Communicator / Multi-Tasker Confident and highly qualified marketing professional offering more than 15 years of marketing communications, product marketing, event planning and sales experience in the professional video and broadcast television industries, both nationally and internationally. Broad-based background encompasses exceptional work ethic and commitment to organizational objectives within a highly competitive and rapidly changing marketplace. Proactive marketing manager, excellent negotiator, team builder and tactical planner with the ability to attract and secure key players in building strong and lasting business relationships. CORE STRENGTHS:
Trade Show Management
Develop, Manage & Execute Multiple Projects
Strategic Planning
Excellent Presentation, Writing & Editing Skills
Marketing & Collateral Material Development
Competitive Market Analysis
Budgeting & Expense Control
Self-Starter and Creative Thinker
Confident Communicator & Problem Solver
Ability to Multi-Task
PROFESSIONAL EXPERIENCE
NORWEGIAN CRUISE LINE – SUNRISE, FL 2021-Present
Personal Cruise Consultant Outbound Sales
Responsible for selling NCL products directly to consumers. Initiate calls to customers, build rapport, and track opportunities using a CRM system. Tasked with recommending products and services all while promoting customer retention as well as driving direct sales and insuring an overall customer service experience with Norwegian Cruise Line. Key accomplishments include:
Assist customers in planning and booking future cruise vacations.
Educate and provide pertinent information on various NCL cruises, itineraries, onboard amenities, and promotions.
Make reservations, handle inquiries and ensure a smooth booking process.
Establish and maintain quality customer relationships by delivering exceptional customer service. AMERICAN EXPRESS – SUNRISE, FL 2018-2019
Small Business Sales Consultant Commercial Acquisition Group Tasked with speaking to successful business owners with annual revenues of $500,000 - $4 million persuading them to use American Express products for their business. Key accomplishments include:
Make outbound cold-calls to small business owners using targeted lists provided by American Express
Engage in phone consultations with small business owners and key decision-makers
Maintain high levels of product and service knowledge
Continuously improved on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales
TAURUS HOLDINGS, INC. – MIAMI, FL 2017-2018
Marketing and Events Manager
Responsible for all events and tradeshows including project management, logistical planning, coordination and execution. Key accomplishments include:
Handled large scale tradeshows with tight deadlines
Managed exhibit house and on-site labor contractor including overseeing design and booth layout
Organized and managed budgets for events and assisted Marketing Director with yearly trade show and event budget planning
Conducted post event audits and provided summaries of key improvements for future trade shows and events
Provided close coordination with multiple teams in and outside of Taurus -- including sales, repair, shipping, various vendors, partners and other external companies as required
Developed relationships with customers, dealers, buyers and vendors
Provided strategic direction as well as on-site execution
Worked together with marketing team to provide input and to customize marketing strategy for individual events
Selected trade show exhibit space with show management
Planned and displayed brand messaging, marketing materials and products
Organized and executed hotel accommodations
Supported dealer/customer events and requests
Responsible for selecting and ordering all promotional items FOR-A CORPORATION OF AMERICA – FORT LEE, NJ 2016-2017 Marketing Manager
Worked together with VP of Americas to develop and implement marketing and branding initiatives for the company and coordinated all efforts with headquarters in Japan. Key accomplishments include:
Created and maintained marketing/advertising budget
Developed direct mail/eBlasts to heighten product awareness and enhance branding
Analyzed on a monthly, quarterly and yearly basis sales analysis including product segmentation, geographical, and Dealer contribution
Updated and maintained customer databases
Wrote and distributed Press Releases as well as company Director speeches
Collected and analyzed monthly product sales trends by region
Assisted with regional trade show requirements, including booth planning, hotel accommodations, budgeting and execution
Provided recommendations and feedback on development of new website initiative primarily handled by Japan
Overhauled product brochures after translated from Japanese to an understandable English version
Evaluated and selected an advertising/marketing company to assist in re-branding and advertising
Posted company information on Twitter and Linked-In NEWBAY MEDIA LLC – NEW YORK, NY 2007-2015
East Coast Sales Manager
INDEPENDENT MARKETING CONSULTANT — SAN RAMON, CA
Self-Employed 2005-2007
ACCOM, INC. — MENLO PARK, CA 1999-2005
Marketing Communications Manager
EDUCATION:
BOSTON UNIVERSITY, BOSTON, MA – Bachelor of Science: Communications; Minor: Advertising
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