Manager Customer Service

Rebecca Monroe

**** **** ***** **

Toledo OH ****4

567-***-**** Cell

*******@***.***

Summary of Professional Experience

Experienced professional with global, multi-industry Human Resources, training, business development, customer service and management experience: Marketing, branding, cross-functional team management, bringing new medical device products from R&D to market, and enhancing value of services to clients (ROI). Excel at delivering results, excellent customer service and execution of innovative business development practices.

Experience working with Microsoft Office.

Journeys By Rebecca Travel Agency 2013 to present

An independent affiliate of Avoya, an International on-line Travel Agency.

Providing comprehensive travel agency services to my clients. 100% of clients are referrals from previous clients. Working to complete all commitments to clients before closing my business in 2019.

AAA Northwest Ohio 2007 to 2013

Travel Agency Manager, Main Office

Managed largest and most profitable travel department, also functioned as working manager. As Manager department profitability and average sale amount significantly increased over previous years of operation, despite reduced staff. Developed loyal client base of repeat travel clients due to customized service and international travel experience. Reason for leaving: AAA eliminated 2 manager positions in travel, laying off those with the least seniority.

Six Disciplines Leadership Center of Northwest Ohio 2004 to 2007

Director of Business Development

Start-up franchise of new privately held company providing strategic planning and coaching to small to mid-sized privately owned companies in Northwest Ohio. I focused on creating and establishing the Six Disciplines brand in key markets, developing marketing and business development quarterly and annual plans. Directed business development practices for companies I targeted to initiate cold calls with senior management.. After writing the contract for services and obtained the clients signatures, they were transitioned to one of our business coach teams. Reason for leaving: Corporate office closed most locations including out of state franchises and significantly downsized corporate office staff due to inability to adjust business model to meet sales goals.

Root Learning, Inc. 1999 to 2004

Director Business Development

Responsible for identifying new market segments and products, generating and closing sales with global companies: finance, retail, healthcare, technology, manufacturing and energy. Partial list of my clients: Dow Chemical, Hydro Quebec (utility), TIAA-CREF, CNA Insurance and Deutsche Bank. Focus on relationship and account management activities to assure superior client satisfaction and promote repeat business. Additional responsibilities as part of new Marketing Department: Collaborate on the design of this function to meet planned global growth and competitive product objectives. Unlike already established Root DBD’s who had clients and protected territories, I researched and developed lists targeting potential client companies, and a supporting business development approach from cold calls and in-person presentation materials for targeted clients. Successfully initiated cold calling, co-developed and conducted phone webinars and meetings with top executive staff throughout the US, Canada and Europe. Result: successfully sold high end $100,000+ custom deliverables using Root’s unique methodology. Reason for leaving: After 9/11, sales declined, company laid off myself and other salaried staff.

American Express 1997 to 1999

Account Executive, Establishment Services

Territory covered Indiana and Western Kentucky: 107 clients in manufacturing, retail, restaurant, lodging, mail order, education, professional sports (Indianapolis Colts, The Indiana Pacers), performing arts organizations, transportation and oil.

Developed and implemented marketing programs to grow market share as a premium priced product offering value-added products/services contracts to new and existing clients. Acted as sole customer contact to represent new products/services, resolve complaints and train clients on software products for financial reconciliation/reporting and management of market data. When started in my territory, approx 30% of client base were cancellation threats.

Over 2 year period, successfully regained every client company’s confidence and targeted sales volume with American Express. Received two performance awards at annual Regional Conference. Proposed and developed exclusive marketing promo with Indianapolis Colt’s VP. Result: Exceeded goal for increase in sales volume for Colts merchandise and American Express sales promo. Targeted and signed new client companies to accept AMEX card although this was not part of my position’s responsibilities however the opportunity was there. Reason for leaving: Resigned to move back to Toledo help aging parents

North American Science Associates 1994 to 1997

Business Development Manager

Developed and implemented newly formed business development function to transform a new technology for a microbiological medical device from R&D to world-wide commercial acceptance, pending FDA approval. Result: Successfully built partnerships with key European and Japanese medical device distributors for testing in preparation to bring it to market. Reason for leaving: Product performance testing using European standards found significantly more R&D required to successfully adapt product for use abroad. Product then sold to Kimberly Clark to complete needed R&D and pursue FDA approval, thus eliminating my position.

Human Resources Management 1979 to 1994

15 years experience in corporate level Human Resource positions for various service and manufacturing companies (NAmSA, Toledo Edison, Macy’s, Schindler Elevator, CBT Credit Services, City of Toledo). Responsible for directing and improving functions including compensation, benefits, training and management development, employee counseling, employment law, and policy and procedure management to achieve corporate objectives and employee development goals.

Education B.A. cum Laude, Psychology with Business minor, University of Toledo

References

Jon Klotz Executive In Residence ProMedica Healthcare 419-***-****

Systems. Formerly CFO of North America

Science Associates

Sue McCloskey Former EVP Travel Operations AAA NW Ohio 419-***-****

** Additional references available upon request **

Contact this candidate