MBA Graduate's Workfolio

Career Vision

To lead in the customer interaction or other marketing activities of an organization. Successful experiences designing and putting into practice online interaction processes which resulted in improved customer intelligence and outreach. Recent management education stressing integrating technology, teamwork and connections. Passion for linking people electronically and optimizing the use of technology to provide a consistent face for organizations. Strong project leader and motivator.

Career Highlights

Customer Relationship Process Improvement The incoming telephone contact frequency with our customers had increased, but we did not know why. The reasons for the calls seemed to be about small issues. I designed a telephone survey format to assess the opinions of our customers about our product. In a special training session, I trained our phone people in active listening. Our survey showed that some actions by our competitors were causing our customer rapport to decline. This timely information showed us the importance of a regular and creative customer contact process.

Education
	MBA, University of Washington, Bothell 2004 · Project on using focus groups to assess the impact of CRM. · Created a database process for making best practices available online.

Professional Links
	Simulation for Process Improvement This links to an article showing how simulation can improve quality assurance. Knowledge Management and Customer Service Best practices databases for improved customer service.

Activities and Interests
	Mountain Climbing

Resume and Work Samples
	Chronical Resume This resume shows my work history and related accomplishments. Brochure Project This brochure was created using input from several of our customer service people.

Contact
	MBA Grad Sample Email: mbagradsample@earthlink.net