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“It is difficult to get a man to understand something when his salary depends upon his not understanding it.” –Upton Sinclair
Western Washington University
Master of Business Administration, College of Business and Economics
2008 – 2011
Course elective concentrations in Sustainability and Marketing.
Marketing classes: Marketing, Marketing Strategy and Marketing Strategies for Sustainability, e.g. concepts and tools related to marketing mix decisions, such as product design-for-environment, pricing based on full cost accounting, greening of the supply chain, and life cycle impact assessment. Strategies for reducing the environmental impacts of products and services.
• Social media marketing, marketing innovation, brand management, and consumer trends
• Conducting and reporting qualitative and quantitative market research. Independent research for a study project included market research on wind energy marketing.
Additional coursework included: Macro- and Microeconomics, Managerial and Financial Accounting, Business Strategy, Organizational Change, Marketing Strategy and Innovation, Management and Leadership skills, Enterprise Resource Planning, Operations Management (including continuous improvement and lean manufacturing), a NAFTA seminar, and Conflict Management and Negotiations.
Oversaw day-to-day operations at a green residential construction company. Full disclosure: this was a family business with my brother as the principal. Company folded in November 2010.
Customer relationship management. Assigned to retain and grow Qwest’s federal and state government customer base, and also to large customers such as the Port of Seattle and the University of Washington. Negotiated with customers as a single point of contact on their billing needs, to deliver terms that met or exceeded customer expectations. Resolution of billing disputes and negotiation of bill adjustment charges with customers. Issued changes to billing records and customer follow up on transactions. Knowledge of contracts, SLAs. Knowledge of telephony equipment and provisioning. Internal and external communications across corporate hierarchies. Built relationships with customers across the U.S. and with representatives outside the United States
Duties included receiving inbound voice and data inquiry calls on a high volume ACD. Analyzed customer bills and identified solutions to make sales. Rapid analysis, interpersonal skills, negotiation and time management were key skills.