Amy

T. Schwab
1713 West Julian Street, #1R Chicago, IL 60622 773.470.9024 amytourne@gmail.com

CUSTOMER RELATIONSHIP MANAGEMENT

Account Management Training Media Analysis and Delivery Process Development and Implementation Customer Experience Analysis Project Management

MANAGER, PATIENT SATISFACTION PROGRAMS Northwestern Memorial Physicians Group, Chicago 08/09 to present Chief resource for executive management as they measure results, set incentivized goals, reward, and retrain with regard to the customer experience. Oversee tracking, trending, analyzing and communicating of customer feedback at Northwestern Memorial Physicians Group (NMPG), the primary care and specialty group at Northwestern Memorial Hospital MEASURE CUSTOMER TRENDS: Administrate reporting of customer trends by utilizing social media analysis, e- surveys and benchmarking software EFFECTIVE REAL-TIME MARKETING: Use social media monitoring to affect customer relationships and manage to issues in positive manner DEFINE OPPORTUNITIES FOR GROWTH: Identify systemic areas of opportunity to improve the delivery of services, and train accordingly CORPORATE TRAINER: Organize and conduct customer service classes for executive team and staff. Scripted and produced Customer Service Training videos for use in company training PROJECT MANAGER Szollosi Healthcare Innovation Program (SHIP), Chicago 12/07 to present Create project work plan, scope, goals, deliverables and maintain communications for SHIP project completion dates WORK ESTIMATION AND REGULATION: Traffic software and application design projects for SHIP, a non-profit group at Northwestern Memorial Hospital, whose mission is to utilize diverse technologies and creative thinking to create a better healthcare experience BUDGET TRACKING: Ensure all projects stay both on target and budget

DIRECTOR OF CLIENT SERVICES/REGIONAL CLIENT MANAGER/CLIENT SERVICE SPECIALIST DG FastChannel (formerly FastChannel Network), Chicago 09/00 to 07/07 Supervised over 30 Account Managers and Specialists in Chicago, Dallas, and Detroit. Continuously managed delivery across digital media channels, including online mobile and rich media, as well as digital asset management projects for essential Advertising clients. Region covered 16 states and brought in over 57% of the companys total revenue in 2006
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TRAFFIC AND MEDIA DELIVERY: Oversaw completion of all orders and media en route from nations top Ad Agencies and Post Houses to newspapers, TV and Radio stations, across the US and Canada TOTAL CLIENT SUPPORT: On call at all times in order to ensure the Advertising clients and television networks had access to information regarding media orders SOFT SALES: Created and partnered in presentations/responses to RFPs, collaborated with Vice Presidents of Sales and Operations to assess new revenue opportunities CORPORATE MATCHMAKER: Assigned/introduced all new Advertising clients to appropriate Client Managers, oversaw the building of the new team/relationship and execution of the business PRODUCT DEVELOPMENT RESOURCE: Worked extensively with Product Management and other departments to ensure new and current media delivery and asset management products were developed to client specifications TRAINING AND DEVELOPMENT: Created and expanded companys first Client Services manual, incorporating educating and training clients on company software usage and goals for winning and building customer loyalty INVOICE MONITORING: worked with Sales and Accounting to ensure monthly revenue was reconciled ARTISTIC DIRECTOR AND CO-FOUNDER Wing & Groove Theatre Company, Chicago 10/97 to 11/03 Operated a not-for-profit theatre company and production space that successfully produced over 20 shows in a five year period FUNDRAISING/DEVELOPMENT: Securing monies for each production through grant writing, fundraising and season subscriptions BUDGETING: Projecting and successfully maintaining operating and production budgets MARKETING: All marketing materials and press communications CONTRACT NEGOTIATION: Negotiating facility rental agreements with 3rd parties LIAISON: Serving on Board of Directors; maintaining communication between board and twenty-three member creative ensemble PROJECT MANAGER / EXECUTIVE ASSISTANT TO PRESIDENT Armand Lee & Company, Ltd., Fine Art Restoration, Antique Restoration, Chicago 04/99 to 08/00 Project Managed numerous Fine Art projects for designers such as Ralph Lauren and Holly Hunt

TRAFFIC MANAGER / COORDINATOR/ART BUYER MSSB - McConnaughy Stein Schmidt Brown Advertising (absorbed by Euro RSCG Tatham) 11/97 to 04/99 Trafficked, purchased necessary artwork, and coordinated non-union talent as needed for projects for clients such as Walgreens (TV, radio, and print), BMW (print, outdoor) and Crate & Barrel (print, outdoor and collateral) ATTRACTIONS HOST/ENTERTAINMENT CASUAL REGULAR/CASUAL TEMPORARY EMPLOYEE Disney MGM Studios, The Great Movie Ride 01/93 to 09/95 EDUCATION Master of Arts, Speech, Louisiana Tech University, School of the Performing Arts Bachelor of Arts, Communications, Mississippi State University
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