Customer Service Manager

Stephanie Johns

**** ******* **. #** * Austin, TX 78757

Mobile 214-***-**** * E-Mail **************@*****.***

Dear Sir or Madame,

Jeff Bezos said, “If you do build a great experience, customers tell each other about that. Word of Mouth is very powerful.”

Values of integrity, leadership, innovation, performance, teamwork, customer care, and respect for the community should be important to all businesses. I hope that you find my experience, skills, training, and personality could help uphold these as well as other values important to your organization.

The following points illustrate the value I will bring to your organization

My employment background, which includes nine years of experience working within a professional business setting and a four-month internship for the State of Texas, provided me with the ability to work with various personalities in diverse atmospheres. These experiences have required both my working in a team environment as well as independently and proficiently; which have helped to make me a self-motivated team player.

My professional involvement, as denoted through my current membership with the American Marketing Association and my previous membership with DECA, an Association of Marketing Students. These experiences will provide your company with an employee who has an understanding of professionalism and an inside view of the business words.

My academic background, including my Bachelors of Business Administration with a major in Marketing can provide your company with an employee that not only has good written and verbal communication skills but also an employee that has applied these skills in the business world.

I look forward to a possible interview with you and thank you for your consideration.

Sincerely,

Stephanie Johns

3506 San Jacinto

Dallas, TX 75204

Phone 214-***-****

OBJECTIVE

In search of a position within a growth-oriented company in which communication and personable skills are needed.

EDUCATION

Southwest Texas State University Aug. 2003

Bachelors in Business with an emphasis in Marketing

Texas A&M Commerce University Aug.2009-Present

Masters in Business with an emphasis in Marketing

SUMMARY OF QUALIFICATIONS

• Former member of the American Marketing Association SWT chapter

• Former high school member of DECA, won district, state, and competed nationally with a public relations project

• Nine years experience in business office environments

• Experienced in working with groups and team leadership

PROFESSIONAL EXPERIENCE

Metrocrest Orthopaedics and Sports Medicine Carrollton, TX Jan. 2008 – Present

Marketing Director

• Developed and Implemented a Marketing Plan for 2008/2009.

• Advertising:

o Local Magazine Ads including Plano Profile, Living Magazine and D Magazine.

o Develop ads for four local high school athletic programs and localnewspapers

o Banners and scoreboard advertising for schools and league teams.

o Using posters, flyers, pamphlets along with banners to express new services.

o Provided flyers to patients, physicians, recreation centers, churches, and schools discussing a new urgent care clinic.

o Developed Brochures, Business Cards, and

• Website

o Daily Maintenance of the website

o Implementation of Search Engine Optimization

o Adding information and changes as needed.

o Web video placed on website and Youtube.com.

o Started a Twitter page, flicker, and Facebook Page for Metrocrest Orthopaedics.

o Wrote and placed a patient survey online as well as emailing monthly to patients.

o Implemented Medfusion – a secure internet source for patients to fill out their paperwork online.

o Continually regulating and maintaining Medfusion when needed.

o Recreation of Cornerstone website

o Implementing changes to the CORE website

o Monitoring search engines to make sure Metrocrest maintains a high spot of the search engine pages

o Monitoring Hospital websites to make sure all physician information is complete

• Employee Events

o Provided events for employees to thank them for their hard work including Company Picnic and Christmas Party and annual Christmas Luncheon.

o Have reps provide door prizes and special lunches for employees

o Having Reps provide desserts during the different season.

o Held a pumpkin carving contests for Halloween and Stocking Contest for Christmas.

• Physician Liaison

o Physician visits monthly – speaking directly with office mgrs, referral coordinators, or doctors. Asking for feedback about our practice. Taking feedback back to the office and implementing changes if needed.

o Provided top referring offices with Thank you gifts and hand written physician cards at Christmas.

o Mailed our 400-500 Handwritten Christmas cards yearly for our referrers.

o Provide referrer receptionists with little goodies, pens, note pads, cookies.

o Weekly lunches with physicians and other office staff to communicate office performance and to get physicians in front of one another.

o Touring hospital physicians with hospital staff.

o Networking with all hospital marketing staff and being active in their campaigns with my physicians.

o Attending all Hospital/ physician events.

o Using the reverse referral method with our referring physicians.

o Send out welcome packages to all new physicians.

o Write thank you letters to physicians you see an increase in referrals from after a visit.

o Watching referral patterns for fluctuations.

o Following fluctuations and visiting referrers that are decreasing in their referring.

o Problem solving other offices’ situations.

o Providing Physician Surveys to receive feedback.

• Patient Liaison

o Work the front area to get a feel from the patients about their experiences.

o Help older patients with paper work if needed.

o Welcome all patients when they walk in

o Improve patient flow methods

o Improve communication between front office and rear office to improve wait times.

o Use patient tools like the surveys and the internet to collect and research feedback.

o Implemented Medfusion to reduce patient wait times, by eliminating in office paperwork.

o Working on providing Kiosk’s to the waiting area for existing patients.

o Implement a new Early Morning Urgent Care clinic for patients that have an urgent need.

• Community Involvement

o Attend Health fairs within senior communities and businesses

o Partnership with Health Dimensions to attend additional business health fairs.

o Attend local Athletic events including the Collin Classic and The Dallas Tour, as well as having physicians visible at the local football games

o Arranged and provided high school student

o Arranging for physicians and physical therapists to be on medical support for events, for example: White Rock Lake Marathon and the Collin Classic.

Dillards Dallas, TX May 2005- May 2007

Area Sales Manager

• Maintained 17.9% of business in my store.

• Developed new methods to increase gross margin and increase business percentage to 20%.

• Constantly researched business trends to meet consumer demands.

• Implemented visual effects to attract new customers

• Managed up to 20 people at one time.

• Proficient with Dillard’s’ intranet and internal store inventory systems.

• Performed Merchandising Directives to meet store standards.

• Provided assistance to employees daily; including problem solving and system solutions.

• Worked closely with vendors, buyers, reps, and associates.

• Responsible for hiring employees, providing employee training, scheduling, and maintaining a high level of customer service.

• Responsible for markdowns, inventory counts, merchandising the products, signing the merchandise, and table displays throughout the area.

• Provided a high level of customer service when dealing with customers while assisting sales associates with customer issues.

• Able to multi-task and handle high pressure situations while maintaining high levels of customer service.

Assistant Area Sales Manager

• Assisted the Area Sales Manager of the Men’s Department.

• Met Merchandising guidelines and deadlines.

• Assisted with the scheduling and managing of 20+ employees.

• Provided assistance to multiple employees while providing customer service.

• Developed In-Store goals to assist with gross margin.

• Monitored margin goals and increases.

Internship

• Shadowed all managers within the store.

• Developed knowledge of the business.

• Assisted with inventory

• Assisted with the opening of a new store in the Garland area.

• Developed merchandising skills and utilized these to create visual expressions within the store.

• Developed software knowledge to become proficient with the in-store system.

Stark Technical Group, Inc. Dallas, TX Sept. 2003- Nov.2004

Junior Account Manager

Stark Technical Group is a technology staffing and consulting firm based in Dallas, Texas, serving the entire U.S. Stark Technical Group employs the top I.T. industry talent to help their clients with the management, development, and support of Client/Server software solutions.

• Assisted the Senior Account Manager with the daily activities involved in managing multiple client accounts.

• Clients included Accenture, BearingPoint, CGEY, DuPont, and Red River Systems,

• Interacted daily with client representatives via email, phone, and instant messaging.

• Created external spreadsheets for client use including and maintaining monthly and quarterly report.

• Designed multiple spreadsheets used internally for research purposes.

• Became proficient with Stark’s internal recruiting and client database, Encore, Microsoft Excel and Accenture’s Ariba Workforce System.

• Wrote and maintained job requests for multiple clients.

• Wrote ads for open job requests that were displayed online.

• Reviewed potential candidate resumes.

• Edited potential candidate resumes

• Proficient in formatting, editing and reviewing resumes for client needs.

• Wrote summaries for potential candidates when presenting them to the client.

• Improved communication skills by speaking with candidates and clients on a daily basis.

• Searched for potential candidates via Internet using monster and career builder.

• Setup candidate and client interviews.

• Searched for potential clients via internet filling out supplier request forms.

• Maintained multiple accounts for the Senior Account Manager including; requesting client feedback, interview set ups, confirming acceptances and placements.

National Human Resource Group Austin, TX Summer 2002

Intern for the Employee Retirement System of Texas

• Assisted in planning and scheduling the annual summer benefits fairs and conferences.

• Exercised strong communication skills while discussing benefits information with State employees and retirees, while attending ERS fairs and conferences.

• Promoted public relations when dealing with benefit coordinators from state agencies as our vendor’s benefit coordinators.

• Coordinated and attended fairs and conferences helping to answer employee/retiree questions about health benefits.

• Simultaneously compiled spreadsheets for every summer meeting and proofread department pamphlets and articles.

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