Resume_TammaraBurnsWoodhouse_11-14-14

Posted on: 2014-11-17

Accomplished marketing professional with experience in the consumer, B2B, employee and automotive sectors. Consistently proven effectiveness in client interface; account team leadership; management of budgets, timelines and deliverables; process improvement and implementation; print production and purchasing; and supplier coordination

1/2014 – 10/2014            Workface, Inc.

Manager, Client Services

• Key contributor to Software-as-a-Service start-up responsible for account service
• Served as the voice of the customer with Sales, Development and Executive Leadership
• Created, documented and implemented core business processes for the entire project lifecycle
• Developed and implemented training protocols for new enterprise accounts
• Led all customer support activities including help desk, testing and QA
• Planned and executed launch support for major Workface 2.0 software release
• Drove marketing communications for software upgrades including copy writing and editing
• Collaborated in brand development as white paper editor and The Internet of People ™ concept catalyst
• Provided marketing and editorial support for workface.com website re-launch
• Account list: AAA, brightpeak financial, Travel Leaders

11/2010 – 7/2013            Hanley Wood Marketing

Account Supervisor

• Directed flawless execution of major customer communication strategies incorporating interactive, social, print, sales support and employee outreach components including:
  • Maintenance and ongoing operation of customer web pages with more than 1MM visits/year
  • Quarterly updates to a governing service PDF with over 1,000 downloads daily
  • Delivery of annual rate change information to the client’s contract customer base
• Developed and launched an audience-smart content and infographic delivery engine
• Developed, launched and maintained a global sitelet to advise customers of service availability in 220 countries, including coordination of translation into 14 languages
• Drove process standardization to maximize operational efficiencies and increase profitability
• Account list: FedEx

1/2010 – 10/2010            Azul 7

Senior Account Executive & Project Manager

• Led digital initiatives for small and mid-sized companies including: branding, website development, social media and search engine marketing tactics
• Managed new business efforts, authored RFP responses, wrote proposals and change orders
• Account list: Ecumen, FSI, Tecmark

2008 - 2010                        Sabbatical

Business Owner, Volunteer

• Spent fourteen months pursuing my passions and serving my community including:
  • Developed a small bakery from concept through launch and operations. Recovered start-up costs and achieved profitability in the first season
  • Assisted physically and mentally challenged pre-schoolers enrolled in the MPS Early Childhood Special Education program, both in the classroom and on the bus
  • Led a “Great Reads” group that introduced third graders to classic stories

1993 - 2008                        BI Worldwide

Account Supervisor                                                                                                            2005 – 2008

Customer Rewards Group, Automotive Group, Business Solutions Group

• Led initiatives to improve the performance of Fortune 100 clients’ employees, consumers and distribution channels from concept through final analysis
• Served as the internal point person for proposal development and RFP responses
• Provided overall account leadership as the primary internal and external customer contact
• Retained and grew a key client account, expanding volume by $500,000 and margin by 8%
• Client list: ADT, AT&T, Chrysler, Deluxe, GM, Radio Shack, Visa, Warner Bros.

Print Production Manager, Customer Rewards Group                                                2003 – 2005

• Led all aspects of delivery of communications elements within marketing solutions
• Owned electronic and print production process management
• Client list: ADT, Appleton Papers, Automotive Rewards, Foodservice Rewards

Account Manager, Customer Rewards Group                                                            1996 – 2003

• Led an account team in definition and execution of marketing initiatives
• Served as the primary internal and external customer contact and liaison
• Identified and maximized cross-sell and up-sell opportunities
• Executed complete project management duties
• Client list: Boise Cascade, Chase Manhattan Bank, Klein Tools, MasterCard, Nortel, US West

Measurement Project Manager, Technology Solutions Group                                    1995 – 1996

• Led a business unit team of associates in the execution of administrative and technical aspects of marketing solutions
• Client list: Boehringer Manheim (now Roche Diagnostics)

Account Administrator, Technology Solutions Group                                        1993 – 1995

• Coordinated day-to-day marketing program operations including participant and client program activity monitoring as well as internal and external customer service
• Client list: Boehringer Manheim (now Roche Diagnostics)

B.A., Political Science, History, American Studies

University of Iowa, Iowa City, IA

PERSONAL ENDORSEMENTS

Drive

• “She always goes beyond to seek ways in which more value can be brought to our customers. Her detail orientation is amazing and she comes across with wonderful credibility with both the field and with the customers”

Team Skills

• “Wonderful team player. Tammy and I are able to truly work as a team to make certain we get the work done and leave the customers extremely satisfied. I always know I can trust her to do whatever needs to be done”

Communication Skills

• “Her organizational prowess allows her to communicate effectively and on a timely basis. She is one of the best communicators that I have worked with. Her thoughts and suggestions are very succinct and clear”

Customer Service Attitude

• “She is clearly driven to ensure that our customers receive the absolute best. I am very proud to be associated with Tammy”

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Account Supervisor

• “Whenever Tammy prepares written communications for a customer, you can count on the fact that she has clearly thought about everything that she is proposing or explaining. She runs the account and manages to keep everything targeted, doing what is best for the customer”

Overall / Strongest Attributes

• “She is one of the best - intelligent, customer focused. She keeps the team on track, is professional and polished, open to new ideas, and brings ideas to the table. Plus she is fun to work with”