COMMUNICATIONS MANAGER / PROGRAM MANAGER

Results-oriented professional with experience in communications, marketing, business development and relationship management. Strong leadership and successful team building capabilities combined with excellent technical, presentation, and customer service skills. Resourceful problem solver with proven ability to bring quick resolution to challenging situations as well as building lasting relationships with vendors and customers. Experience in various levels and aspects of project and account management.

• Program Management
• Process Improvement
• Global Communications
• Quality Assurance
• Customer Retention
• Business Development

PROFESSIONAL EXPERIENCE

Confidential, Horsham, PA 2004 - 2009
One of the nations largest provider of business credit cards to small businesses.
Communications Manager
Responsible developing and distributing various Global Customer Service communication vehicles. Managed development, deployment and reporting of all internal/external e-mail driven surveys, via Confirmit© survey software platform.

• Developed monthly newsletter outlining progress/changes made as result of Voice of the Customer initiative.
• Created a monthly communication for Senior Management summarizing various issues heard through Voice of the Customer along with the actions initiated to mitigate them.
• Created and maintained Voice of the Customer fulfillment Document Library in SharePoint that provided a central location to store and share information from the Voice of the Customer process.
• Improved customer satisfaction by recommending process changes as a result of e-mail surveys and customer feedback.
• Developed a service recovery program promoting customer retention.
• Created a standard reporting package (via PowerPoint) for all employees that is produced upon completion of each survey.

Confidential, Langhorne, PA 2003 - 2004
Confidential, is a leading provider of innovative, closed-loop marketing products that create demand for pharmaceutical products through data driven technologies.
Project Manager
Responsible for documenting and maintaining operational requirements for proprietary MTI Extender™*. Product identified healthcare providers most likely to respond to a specific client brand communication campaign. Managed internal/external resources to ensure that all business requirements were met for assigned projects or clients.

• Negotiated agreement with an external call center where organization would be compensated only for completed target contacts.
• Created specific Train the Trainer courses to enhance product knowledge as well as product messaging to intended target.
• Developed call monitoring Quality Process to evaluate external call center staff/management and identify opportunities to improve the operation of the MTI Extender.
• Documented all client terms and stipulations for managing frequency of contact to physicians,

Confidential, Newtown, PA 2002 - 2003
ICT provides outsourced customer management and business process outsourcing solutions.
Program Manager
Ensured that client expectations with internal supporting departments were carried out and executed properly. Examined all performance data to identify potential areas that require re-tooling or enhancement. Prepared weekly wrap-up reports that detail all aspects of program, including final scripting, cumulative reporting, performance, and project recommendation.

• Developed stringent controls for Programming department evaluating layouts and reviewing finished products prior to Client signoff and/or approval.
• Conducted "Goals Assessment" from performance data, used to evaluate scripting and training issues and adjust goals that may have been projected incorrectly.
• Created incentive programs to boost specific program performance.
• Designed and implemented volume forecasting at the call center level.

Confidential, New York, NY 2000 - 2002
Wunderman is among the world\'s largest advertising agencies.
Account Executive (non-sales)
Developed, managed, and serviced client account programs in the pharmaceutical and financial services sectors.

• Created all scripts for inbound, outbound, and interactive voice response client programs.
• Managed the process for program revisions to enhance/improve and/or completion of script re-writes.
• Developed the process-flows (from customer call to back end fulfillment) for each specific client program. Provided ongoing maintenance of post-implementation program management.
• Developed standards and control measures to monitor various external vendor performance levels to ensure compliance with accepted internal/industry standards.

Confidential, Horsham, PA 1998 - 2000
Marketing Account Manager
Provided support to the Sales and Decision Support departments through daily management reports.

• Developed call monitor quality assurance model measuring performance of agent calls and provided analysis of call center facility, individual sales representatives, and overall performance.
• Designed and maintained a process for coordinating external telemarketing vendor efforts to ensure proper activation, termination, and allocation of toll-free numbers with corresponding TV station assignments, optimizing advertising, and precise lead tracking.
• Wrote/enhanced all scripts maximizing qualified lead generation channels.
• Reconciliation of all vendor bills, and review of vendor monthly invoices ensuring accuracy

TECHNICAL SKILLS

MS Office Suite (Word, Excel, Access, PowerPoint, Project, Front Page), Confirmit©

EDUCATION

B.S., Business Administration