Susan Soares

51 Willow Glen Circle

Warwick RI 02889
Mobile Phone: 401-222-0924
E-mail: ss67a068@westpost.net
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OBJECTIVE
I possess 15 years of customer service experience, 8 years of which at the manag
ement level. I am currently seeking a position that merges my experience and tal
ents, in order to exceed not only my personal goals but the company's as well.
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WORK EXPERIENCE
Promotions Consultant
January 2009 - present
SJS Comic Promotions | State: RI
* Provide promotions consultation and coordination for small press and independe
ntly published comic creators.
* Schedule conventions, signings and special events.
* Manage all social networking sites to increase readership and market the produ
ct to retail vendors.
* Coordinate media coverage from industry and local media outlets.
* Create all advertising copy and design, including postcards, print ads and oth
er promotional material.
* Work closely with reviewers to ensure that latest work is adequately distribut
ed and covered.
* Organized the media and promotions campaign for the Rusty Haller Benefit Aucti
on.
Membership Coordinator
October 2007 - present
Comicbook Artists Guild | State: RI
* Plan and execute biannual Membership Drive for small press publishing collabor
ative and networking organization.
* Coordinate recruiting efforts to build membership.
* Compose and distribute press release for all Guild events.
* Serve as Marketing and Promotions Coordinator for the Guild's publications.
* Manage social networking sites for the Guild and prepare content updates for t
he public website.
* Serve as administrator for the Guild's internal Ning site.
Promotions Coordinator
March 2007 - present
Jolly Rogue Studios | State: RI
* Develop and execute a marketing and promotions plan that has brought an indepe
ndent comic book series to the forefront of the industry.
* Successfully led a campaign to assist the product in competing in a competitio
n for small press comic creators, resulting in a second place finish and a subse
quent contract from a publisher.
* Schedule conventions, signings and special events.
* Manage work flow of artistic team to ensure deadlines are met.
* Manage inventory and work closely with vendors to ensure product levels are co
nsistent.
* Manage all social networking sites to increase readership and market the produ
ct to retail vendors.
* Coordinate media coverage from industry and local media outlets, including two
local television interviews, a local radio interview and a special guest appear
ance on a local access television program.
* Create all advertising copy and design, including postcards, print ads and oth
er promotional material.

Sovereign Bank | State: RI

Quality Analyst
May 2007 - May 2009
* Review and critique randomly selected calls in accordance with established qua
lity standards.
* Provide feedback and coaching to agents in writing and through verbal coaching
.
* Meet regularly with team managers to assess and consult on performance trends.
Service Team Leader
June 2001 - April 2007
* Provide daily managerial support to direct reports and the center as a whole.
* Monitor calls monthly to ensure delivery of quality customer service.
* Monitor and coach to productivity standards.
* Encourage employee morale through team building activities and sprints.
* Serve as a liaison between agents and the company.
* Provide coaching and serve as a role model in sales generation.
Support Leader
October 1997 - June 2001
* Provide exceptional customer service in order to resolve escalated issues.
* Exercise excellent negotiation skills to meet the needs of customers while man
aging risk.
* Provide subject matter expertise and coaching to customer service agents.
* Assist team managers with call monitoring and other coaching and administrativ
e tasks, on an as needed basis.
* Review and approve high-risk transactions.
Sales & Service Associate
November 1996 - October 1997
* Provide exceptional customer service in order to resolve issues.
* Make appropriate recommendations to expand the customer's business relationshi
p with the bank.
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EDUCATION
Bachelor's Degree, Mass Communications,
Quinnipiac University | Hamden, CT
Program consisted of journalism, production and media classes. Internship compl
eted at WWBB B101 FM, radio promotions.