SUMMARY

Involved from the pre-sales cycle throughout the life cycle of the account or pr
oject, my primary mission as a Client Relationship Manager is to create an unsha
kable safety zone for customer satisfaction, and to create a win-win situation f
or the client and the company by using my expertise in:
Account Service / Client Relationship Management: 15+ years progressive business
experience in marketing, managing $1.8 million annual revenue, ensuring custome
r satisfaction and business retention.
Project Management: implementing all projects/programs generated by the installe
d client base and new clientele.
Needs Analysis: Assess needs and develop Outside the Boxapproaches to product an
d service solutions.

EMPLOYMENT HISTORY
Millennium Group Recruiting firm 01/10 present
Contractor to USAA Banking, Insurance, Financial Advice and Member Solutions
OUTBOUND CALL MARKETING MANAGER
Project execution of Outbound Call Marketing: script development, coordination o
f project details with Business Analysts, Call Center Managers, Legal and Busine
ss Operations.
ACCOMPLISHMENTS / AWARDS
Established the first full library of call scripts approved by Legal Compliance.
Established a fully vetted array of Fulfillment items for all lines of the Busi
ness, eliminating outdated pieces.
Harland Clarke Financial services/marketing division of the industry-leading ch
eck printer 10/05 04/09
10931 Laureate Drive, San Antonio, TX 78249, Ph: 210.697.6261
ACCOUNT/IMPLEMENTATION MANAGER
Managed book of business totaling $1.8 million annual revenue in existing and ex
panded account growth
Sales Support as the client-facing subject matter expert. Consultation and insid
e sales efforts directly influenced new business acquisition and expansion of ex
isting account base through cross-sell and up-sell suggestions.
Performed needs analysis, developed custom solutions strategies, analyzed campai
gn & data segmentation requirements to identify project scope.
Prepared cost estimates based on project scope, enabling detailed coverage of co
sts and better application of profit margins.
Composed industry-specific wording for contracts, RFPs, RFQs, and statements of
work, providing legal clarity of project scope through articulate, exceptionally
concise communication in both oral and written form.
Implemented 12-20 projects of varying complexity simultaneously, multi-tasking i
n face-paced environment with detail minutiae.
Formulated custom work plans, coordinating duties of cross-functional department
s, assigning responsibilities, and facilitating the project flow within scope of
authority.
Reviewed proposals to assure adherence to time frames, project scope and specifi
cations, budgets/funding.
Managed creative development, copywriting, print production, and campaign testin
g phases.
Personally designed layouts and presentations as a cost saving and time efficien
t measure, although not a job requirement.
ACCOMPLISHMENTS / AWARDS
Nominated for the Pillar of Excellence Award 2007 for extraordinary display of c
ompany values and Employee Engagement.
Recognized by the Production Plant Director for demonstrating extraordinary meas
ures to save the company from losing all profit margin on estimated annual reven
ue of $400,000 with a 3-year contract option.
Secured customer satisfaction, business retention and revenue expansion by demon
strating Outside the Box custom creative approach to product solutions and throu
gh interpersonal relationship building, answering client specific challenges.
Roger Christian & Co Advertising Marketing & advertising agency, in-house desig
n, public relations & media buying 10/04 10/05
8035 Broadway, San Antonio TX 78209, Ph: 210.829.1953
PRODUCTION MANAGER
Production Manager over all company projects from beginning to delivery.
Account Manager in charge of client relationships for house accounts.
Supported sales development through concise definition of project details and/or
specifications.
Calculated custom estimates, and assisted with proposal writing.
Directed workflow between with creative director, graphics staff, administrative
staff, public relations, and sales.
Facilitated all internal work processes (concept development, creative developme
nt, graphic development, web site development, radio and television creative, pr
int production, media placement.)
Maintained staffing requirements: hired, documented disciplinary measures, super
vised, and terminated production staff.
Negotiated business terms with handpicked vendors, recruited freelance staff and
outside resources.
Maintained budgets, analyzed cost accounting, approved monthly AR invoicing, pre
pared reports for clients and management.
ACCOMPLISHMENTS / AWARDS
Company Principal/Creative Director sought me out to return to the company as th
e Production Manager.
Reduced the end of month AR incremental billing reviews from 4-5 days to 4 hours
within the first 2 months of returning to the company by implementing diligent
oversight of all administrative paperwork.
Reinstituted Quality Control measures previously established by me with expanded
documentation of client approvals, reducing re-run expenses to zero. The re-run
factor had elevated to approx 10% in 3 years absence.
Building Image Group, Inc. Industrial/commercial sign construction company (des
ign, production & installation) 12/03 09/04
501 N. IH 35, Suite 115, Austin TX 78701, Ph: 512.464.1466
OPERATIONS MANAGER
Direct report to CEO/Director of Sales. Supervised installation team and execute
d dispatch schedule.
Managed all day-to-day business activity and office functions of a small busines
s: Front desk, accounting, purchasing, project management, dispatch, operational
continuity and human resources
Accounting: AR invoicing & collections, accounts payable, all banking & account
reconciliation. Maintained budgets, prepared incremental project invoicing, and
construction industry payment request submittals.
Human Resources: hiring, documentation, tax reports, payroll summaries for ADP.
Operations: all business communications, equipment purchases, repairs and mainte
nance ensuring operational continuity.
Production Management: trafficking between interdependent departments to maintai
n deliverables and deadlines.
ACCOMPLISHMENTS / AWARDS
Elevated timeline management efficiency through expanded process definition and
daily milestone checking, eliminating the amount of tardy projects due to in-hou
se errors to zero.
Expanded the functionality of the proprietary Task Management Access database th
rough more detailed task definition, decreasing the amount of missed steps and m
aintaining production timelines effectively.
Delivery & Communications, Inc. Advertising materials distribution, order fulfil
lment and warehousing company 11/01 07/03
4310 Tejasco Drive, San Antonio, TX 78218, Ph: 210.822.9178
BUSINESS DEVELOPMENT SPECIALIST
Direct report to the VP of Operations.
Assessed current processes and suggested streamlining to assist owners in restru
cturing the business from the inside out.
Supervised sales staff efforts and coordinated networking event presence.
Provided Sales Support by re-designing collateral, leave-behind sales materials,
portfolios, mock-ups and presentations.
Provided product solutions and service solutions to Sales Team in response to cl
ient requests.
Provided cost estimates and established project execution strategy for direct ma
il, doorstep delivery, and fulfillment projects.
Managed creative development of client materials for all campaigns in direct mai
l, direct delivery, and fulfillment.
Coordinated project through all phases of production.
Managed house accounts and assisted sales staff with new business development an
d existing business expansion.
ACCOMPLISHMENTS / AWARDS
Awarded 2003 Gold Addy (San Antonio) & Silver Addy (Regional competition) Catego
ry: Industry Self-Promotion: Advertising Supplier, Audio, Film Production Co, Di
rect Marketing, Specialty Advertising for Kit Assembly & Fulfillment Services
Turned around a disgruntled clients attitude of doing repeat business with the c
ompany by renewing the relationship through trust and integrity, demonstrating f
ull understanding of client needs, and hands-on involvement throughout project e
xecution.
Roger Christian & Co Advertising Marketing & advertising agency, in-house desig
n, public relations & media buying 10/04 10/05
8035 Broadway, San Antonio TX 78209, Ph: 210.829.1953
PRODUCTION MANAGER
Direct report to CEO/Creative Director. Supervisor of graphic staff and freelanc
e artists.
Coordinated the production process from start to finish.
Implemented in-house projects, coordinating all cross-functional creative teams,
sales, administrative and public relations staff.
Led weekly production meeting, took notes, followed up on action items and resol
ved problems.
Handled all documentation, paperwork, filing, reporting and reconciliations.
Provided sales support as the product solutions expert for graphic art and print
production.
Managed in-house client relationships & accounts.
Coordinated media placement, oversaw print, radio, TV, outdoor and fulfillment c
ampaigns.
Estimated 100% of all company projects; responsible for after-action cost accoun
ting; reconciled and approved invoicing.
Negotiated vendor terms and handpicked preferred vendors.
ACCOMPLISHMENTS / AWARDS
Listed on several Addy awards for 2001& 2002 as contributing team member for Add
ys won by the agency.
Saved the company $10,000 in reprint costs over the previous year by reducing th
e amount of reprints to zero errors.
Saved the company an extra salary by executing revisions to InDesign and Illustr
ator documents.
Revised the process for accounting paperwork, creating a stricter process and mi
nimized the confusion during billing reviews.
ABBREVIATED LIST OF CLIENT ACCOUNTS SERVICED
Auto Value/All Pro/Bumper to Bumper, Bank of America, Boudros on the Riverwalk,
Burlesons Honey, Camino Real Bank, Charles Schwab, Citizens Bank, Commerce Bank,
 Cystic Fibrosis Foundation, Capital One, Checks in the Mail, Inc., Chevy Chase
Bank, Clarke American Checks, Inc., Dennys, Direct TV, Dish Network, e*Trade, Fi
rstMerit, The Gambrinus Company, KeyBank, La Mansion Del Rio, LaSalle Bank, Minu
te Maid/Coca Cola, Morgan Stanley, USAA Investment Management Company, Warm Spri
ngs Wheelchair Sports, Westin La Cantera, Zions Bank.
PRIOR EMPLOYMENT HISTORY
Production Coordinator Studio Gallo 05/98 11/99
Assistant Sales Rep. Production Coordinator, Customer Service Rep, Bookkeeper Co
mmand P 05/95 05/98
Business Owner/Partner Image Matters, Inc. 09/93 06/95
Registrar San Antonio Art Institute 12/91 08/93
Customer Service Representative, Bank Teller, Check Processor Merchants National
Bank & Trust Co 11/89 10/91
Military Recreation Program Manager Zweibruecken Air Force Base Military Recreat
ion Center 1981 1983
AWARDS
2003 - Gold Addy, San Antonio & Silver Addy, Regional
Category: Industry Self-Promotion: Advertising Supplier, Audio, Film Production
Co,
Direct Marketing Specialty Advertising for Kit Assembly & Fulfillment Services
2000 & 2001 - Listed as Production Artist and/or Contributing Team Member on Add
y Awards won by Roger Christian & Co.
EDUCATION
Bachelors Degree, Business Administration, Berufsbildende Schulen, Zweibruecken,
Germany
COMPUTER LITERACY (proficient on both Mac and PC platforms)
Office Software: Microsoft Office Suite: PowerPoint, Word, Excel, Outlook, and E
ntourage, Lotus Notes communication & database maintenance. Familiar with Access
and Project. Accounting Software: Adman, Quickbooks Pro, Quicken and MYOB G
raphics Software: InDesign, QuarkXpress, Adobe Illustrator, Adobe Photoshop, Str
eamline, FlightCheck, Acrobat Professional Web Interface: Proprietary programm
ing & reporting screens, time tracking software applications