Communications Manager Customer Service

Objective:

To contribute to the continued success of your organization through the use of my unique and diverse skills and experiences. These are derived from a proven track record in management, administration and consumer relations in conjunction with knowledge gained from my academic career.

Core Competencies Include:

Proven experience in management, high level communication, administration, and consumer relations

Superior problem solving and conflict resolution

Superb time and project management, leadership and team building abilities

Excellent organizational and multi-tasking skills

Education:

Wilmington University

Master of Business Administration

oConcentration in Organizational Leadership - 2015-2017

oConcentration in Healthcare Administration - 2012-2014

oGraduated Cum Laude

Bachelor of Science in Organizational Management - 2009-2011

oMember of Sigma Beta Delta National Business Honors Society

oDelta Epsilon Rho recipient

oGraduated Cum Laude

Professional Experience:

Delaware Health and Social Services: Division of Substance Abuse and Mental Health

Education and Awareness Team- Executive Programs and Grant Administration Unit

August 2022-Present- Senior Communications Manager (contractor)

Administration of the grant process through all stages: RFP, assessing, approval, awarding, communicating, planning, execution, completion and implementation

Oversee standard terms and conditions for grant award letters and agreements

Coordinate and participate in City/ State and other Governmental meetings related to grant needs and applications

Work with grant recipients to develop cost/ budgeting estimates and Scope of Work proposals

Manage and coordinate multiple projects to ensure they are completed on time and on budget

Organize and plan project tasks and schedules to meet State and Federal guidelines

Optimize project deliverables, schedules, and budgeting

Maintain and verify payment records, review invoices and record receipts

Create reports, presentations, and other materials to track and communicate project status to stakeholders and key personnel

Act as a liaison to facilitate and encourage collaboration across departments, State agencies, community providers and vendors

Communications & Government Relations

September 2019- August 2022- Senior Communications Analyst (contractor)

Manage the daily functions of the team of communications and marketing interns

Manage the strategic development and implementation of both internal and external communication initiatives for DSAMH and other State and community partners, which serves to promote DSAMH’s interests.

Create business development plans for marketing projects which include content creation, branding, consumer marketing campaigns, procurement etc.

Work closely with upper management to identify and establish short and long-term communication goals, recommend, and implement strategies, measure results and track success.

Attend civic, political and community meetings to ensure that DSAMH has representation in matters pertaining to substance abuse and mental health across the State, while developing and maintaining community contacts

Management of the DIMS (DSAMH Inventory Management System). Ensuring timely responses to requests for grant approval, ambassadors, speakers and or other, funding. Coordinate the distribution of information on DSAMH programs through information tables, community outreach, presentations etc.

Act as employee communications resource and program representative/ liaison for DSAMH to facilitate community awareness and support and to ensure communication consistency .

Understand targeted audience and deliver information on specific DSAMH programs to best suit the particular need while exercising flexibility and adaptability to meet the changing business requirements

The Bridge Clinic

December 2018- September 2019- Community and Professional Engagement Specialist (contractor)

Instrumental in the initial implementation of The Bridge Clinic as a pilot program for The Division of Substance Abuse and Mental Health

Strategically develop multi-disciplinary partnerships with the community, providers, and law enforcement to promote awareness and utilization of Bridge Clinic Services

Develop and implement comprehensive community and provider engagement plan

Manage and implement strategies to increase awareness with internal and external stake holders

Build and maintain relationships with civic leaders, law enforcement and policy makers in relation to substance abuse and mental health

Establish a database of providers with shared interests in the mission and vision of The Bridge Clinic which supports a greater network of clinical engagement

Coordinate communications for The Bridge Clinic and its partnerships, including marketing and branding

Represent The Division of Substance Abuse and Mental Health and The Bridge Clinic at various public speaking engagements as well as informative healthcare presentations

Create and analyze statistical data and results to gauge the effectiveness of procedures and workflows as it relates to the success of The Clinic

Bank of America

May 2015- December 2018- Relationship Manager

Financial center revenue generation and management, exceed goals while driving a strong customer-centric focus

Lead and manage the Employee Financial Services Team

Strong organizational skills, delegating and management of client portfolio

Exercise great managerial and customer service skills and problem incident resolution

Perform needs analysis to recommend suitable solutions packages while deepening client relationships

Ability to build strong relationships with business partners and specialists by fostering teamwork

Display passion and commitment to create exceptional experiences for customers while improving their financial lives

Interpersonal skills- easily engage in dialogue and commitment to providing personalized service

Advanced understanding of technology to adequately assist customers with various industry leading self-service options

Partner closely with financial center and market managers to ensure adherence to operational compliance and procedures

Citibank NA

December 2009- January 2015 – Client Service Officer

Primary daily contact for high-revenue global clients

Managed fortune 500 companies corporate accounts

Data analysis, root cause analysis, identify preventative measures and identify fixes

Coordinated daily operational transactions while referring suitable products and services

Negotiated temporary credit increases for corporate clients while directing and controlling client inquiries and fulfillment requests

Helped in the streamlining of business processes and provided training as needed

Trend analysis to achieve experience optimization, process efficiencies and risk mitigation

Act as liaison with both internal and external factors to create central and excellent client experience

Achieved monthly sales/referral goals

Proactively show initiative to prevent and handle problems

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