Customer Service Quality Assurance
Resume:
Marc D. Funn
**** ****** *** ******* - **********, VA 22304
********@***.***
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PROFESSIONAL SKILLS
Proven volunteer experience where leadership style facilitates successful event planning and fundraising.
Experience recruiting, training and delegating assigned tasks to a workforce of event staff and supporters.
Outgoing and energetic with strong communication and interpersonal skills.
Demonstrated organizational and time management skills.
Ability to work well within a team, handling multiple tasks and identifying and swiftly solving problems.
Strong computer proficiency skills that include managing sponsor information in large databases.
Exceptional analytical and budget oversight abilities.
PROPFESSIONAL EXPERIENCE
Alexandria Chamber of Commerce (Alexandria, VA) August, 2010 to May, 2011
Consultant, Membership and Events Coordinator
Managed monthly conferences and committee meetings, varying from 5 to 1,000 attendees.
Performed site selections, contract negotiations and monitoring of budgets and justifications for funding.
Confirmed speaker engagements, marketing of events and liaises with staff and participants.
Supervised the work of volunteers and other staff, meets with external consultants and program sponsors and devises special programs to recruit and retain members.
Performed satisfaction surveys, updates the Chamber’s website on activities, composes correspondence and produces reports that influence management decision-making.
R & F Wholesale (Springdale, MD), November, 2008 – August, 2010
Marketing & Events Manager
Managed from inception through execution, various types of special events, launches, and trade show participation across all business lines.
Developed goals, objectives, and success measures for events with business owners. Monitored and followed up on all post event data for future planning.
Managed other event team members, including Events Coordinator direct report, to mentor and improve overall team performance through regular face-to-face meeting, working sessions, ongoing feedback and formalized periodic reviews.
Led, through project management, planning sessions with internal contacts, vendors, and contractors to assign leads, create timelines and manage deliverables. Coordinated logistics for meetings, events and trade shows including: product demonstration requirements, hotel blocks, special events, show space contract negotiation, booth staffing, staff preparation,
Prepared and managed budgets, reconciled general ledger expenses to ensure accuracy
Marriott Corporation (Arlington, VA), September, 2002 – November, 2008
Event Planning Supervisor
Managed staff of 4 employees responsible for successful facilitation of over 500 off-site marketing events annually, including conferences, professional meetings, tradeshows and consumer events.
Created and maintained detailed spreadsheets to track sales reporting, prospective events, productivity and payroll.
Conducted extensive analysis for review of potential new events and performed high-level negotiating with vendors and completion of contracts for business to business marketing events.
Supervised all travel arrangements, lodging and logistics for team of over 70 marketing executives.
Created, reviewed and analyzed monthly budget reports.
Visa USA (McLean, VA), January, 1999 – April, 2001
Certification Analyst and Technical Writer
Created client specific test scripts and conducted pre- and post – certification analysis.
Developed test databases.
Designed, documented and performed online certification of Visa credit and debit services with banks and merchants.
Maintained regression testing of system upgrades, including X.25, TCP/IP protocols, frame relay and SNA.
Interviewed end-users for quality assurance purposes.
Comsys (MCI) (Arlington, VA), August 1997 – July 1998
Product Development Specialist
Designed, developed and documented GUI standards guide for
programmers.
Designed and documented functional requirements and design
specifications for new applications.
Supported product development, launch and maintenance of products through testing, on-line help creation and customer training.
AT&T (Silver Spring, MD, Atlanta, GA, Basking Ridge, NJ) May 1990 – July 1997
Customer Service Manager/System Support Manager
Managed customer service team of 18 account representatives,
including personnel management functions of training, coaching and development
Created and designed procedures for internet-based phone service
applications.
Provided system analysis for development teams and ocumented test scripts and plans.
Performed user acceptance and system functionality testing.
Served as member of management team to aid company entry into
local phone service market.
Developed, documented and delivered internal training to staff on
company initiatives.
Customer contact for quality assurance and customer satisfaction.
EDUCATION
Bachelors of Arts – Mass Media
Hampton University - Hampton, Virginia 1988
SKILLS
Time Management, Event Marketing, Communicating and Influencing, Team Building, Microsoft Office Suite
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