Marlene A. Chramosta
152 Cherry Hill Road NW
Cedar Rapids, Iowa 52405
[Send email to request phone number] 51-6834
[Send email using form at bottom]
DYNAMIC COMMUNICATOR & LEADER
Professional, enthusiastic leader with excellent training, management, writing,
and communications skills. Proven ability to set effective priorities and
implement ideas, processes, and solutions to achieve organizational goals and
meet operational deadlines. Skilled at assessing customer needs and recommending
solutions that enhance satisfaction.
AREAS OF EXPERTISE
Leadership Writing/Editing/Proofreading Managerial Skills
Communication Skills Process Improvement Office Administration
Customer Relations/Service Multi-Tasking Event Planning/Management
SELECTED ACHIEVEMENTS
SUPERVISION & MANAGEMENT
Managed and trained a staff of 12 to 18 telemarketers who sold newspaper
subscriptions. Initiated a call-back program for recently expired subscriptions
and a sales-based incentive program for employees. Resulted in a positive work
environment and very knowledgeable and competitive sales crew.
Supervised and trained Classified phone personnel in the receiving and placing
Milestones items and supervised their continual training in providing customer
service and correct processing of the items for publication. Managed the
day-to-day operations of the Milestones Dept. and made content decisions.
Resulted in a staff who were capable of dealing with routine and unusual requests
and customers who felt they were dealing with knowledgeable salespeople.
CUSTOMER RELATIONS & SERVICE
Handled incoming calls and walk-in customers of The Gazettes newsroom for 16
years. Assisted customers and/or directed them to the appropriate person or
department. Resulted in increased customer satisfaction.
Point-of-contact for all Milestones customers. Assisted, processed items,
answered questions and handled customer. Resulted in increased customer
satisfaction.
TRAINING
Individually trained all of the phone sales personnel. Developed a script for
them to follow and various sales techniques to entice customers to subscribe to
The Gazette. Resulted in approximately a 20 percent increase in subscription
sales and higher commissions earned.
Developed a step-by-step Milestones Handbook for training purposes and
reference for the sales staff. Also developed a day-to-day Milestones Process
Booklet, which included daily functions, deadlines for these functions and what
departments to contact. Resulted in a streamlined, easy-to-follow Milestones
process and reference material for staff.
COORDINATED & ORGANIZED
Coordinated and organized the transition of Milestones from complimentary
items in the Life/Leisure section to a paid-item, Sunday-only news supplement.
Resulted in a smooth transition for the first revenue-generating, newsroom-based
special section published by The Gazette.
Coordinated and collaborated with the Pagination, Imaging, Advertising, Plate,
and Press Departments on the production of the Milestones section. Resulted in a
smooth process and timely completion/printing of the Milestones section each
week.
MARKETING & PROMOTIONS
Developed text packages for the various types of Milestones items and
collaborated with online staff to get Milestones an online presence to better
market the section. Resulted in simplified billing and convenient submission of
items and payment for customers.
Created and promoted special features in Milestones (examples: Teacher
Appreciation Day, Veterans Day, Grandparents Day) by writing ad copy and
selecting graphics for the promotional ads to advertise the upcoming feature.
Resulted in more customer participation and substantial revenue generated by the
section.
WRITING, EDITING, & PROOFREADING
Wrote features for the various newsroom departments as a staff writer for 16
years. Rewrote press releases for publication and wrote and edited all
Milestones items. Resulted in me honing my writing and editing skills and
learning the value of accuracy.
Writer, editor, and proofreader for the Milestones section. Verified
information against written submissions, ensuring the items were clear and
concise and that the spelling, punctuation and grammar were correct. Resulted in
fewer errors and customers who were pleased with their printed announcements.
PROFESSIONAL EXPERIENCE
Cedar Rapids Community School District
Cedar Rapids, Iowa Food and Nutrition Substitute
December 2011
- Present
U.S. Dept. of the Treasury/U.S. Census Bureau
Cedar Rapids, Iowa
Clerk/Proofreader
04/2010 08/2010
Linn Area Long-Term Flood Recovery Center
Cedar Rapids, Iowa
Administrative Assistant
08/2009 03/2010
Yellowbook Cedar Rapids, Iowa
Sales Liaison Specialist
10/2008 05/2009
Gazette Communications Cedar Rapids, Iowa
Milestones/Classified Coordinator 2001 2008
Newsroom Administrative Assistant 1986 2001
Circulation Sales Assistant Manager/Telemarketing Supervisor 1984 1986
EDUCATION
Kirkwood Community College
Cedar Rapids, Iowa
Adult Accelerated, Liberal Arts (evening classes)
Presently Attending
Hamilton College (now Kaplan University)
Cedar Rapids, Iowa
Administrative (two-year degree)
1982 - 1984
COMMUNITY INVOLVEMENT
American Business Womens
Association National Czech & Slovak Museum & Library
Cedar River Dragon Boat Association Czech Village Association First Step
Diversity Group
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