Sallie Middlebrook

Communications & Customer Service

Summary

Versatile, highly talented writing/editing professional (former college professor of journalism/communications) with many years of proven experience. Skilled user (and trainer) of technology and the Internet, able to drive goal achievement while building strong rapport with others. Efforts translate, consistently, into positive business outcomes and satisfying experiences for customers. Exceptional computer skills combined with proven ability to communicate with customers, manage content, and successfully oversee and implement customer service. Outstanding writer who demonstrates self-motivation, creativity, resourcefulness and initiative to achieve and exceed professional goals. Telecommute/remote/work-from-home office.

Skills

Skills

Areas of Strength

Written Communications  · Interpersonal Communication · Computer & Internet Skills · Customer Service · Time Management ·  Problem Solving Research Skills · Training & Development · Organization Skills · Creative & Technical Writing · Writing for Web & Print · Social Media Savvy

Work History

Work History
2009 - Present

Hyatt Hotels & Other Employers, Remote/Houston, TX

2014 - Present: Remote Guest Services Agent

Fulfill business and communications needs of customers for Hyatt Hotels. Provide exceptional customer communication and respond promptly to customer needs and concerns. Use superior communication skills to sell/present hotel rooms to customers, upsell products and services, and resolve complaints and problems.

  • Working through home-based call-center, help company realize greater business results through improved business/sales telephone communications.
  • Sell/upsell hotel accommodations, offer/sell Hyatt Rewards Program and Hyatt credit card to customers.
  • Build strong relationships with customers and businesses to further business relationships that may result in increased revenue for company.

2009 - 2014: Remote Communications Professional & Customer Service Agent

Worked remotely for a variety of different Internet/Online businesses.  Provided home-based telephone/customer communications (AT&T/Sykes, Seniorliving.net) and writing services (BizNet, RezBiz, Hubpages.com) by providing exceptional communication, sales, and/or written communications, responding promptly to customer needs and concerns.

2007 - 2009

Marketing & Communications Manager

Neighborhood Centers Inc, Bellaire, TX

Hired as Special Projects Manager, was promoted to become agency’s first Marketing & Communications Manager. Helped to establish agency’s Marketing & Communications Department. Managed corporate marketing and communications functions for one of the region’s largest non-profit agencies. Managed half-million-dollar marketing budget; provided communications support for events/activities of agency's internal clients.

  • Planned and executed strategies that built increased awareness of brand and preference for agency’s offerings in the human services marketplace; created/managed production/inventory of marketing materials and Email lists.
  • Maintained/updated website and Intranet content; teamed with Human Resources and IT to develop HR communications for company Intranet.
2005 - 2007

Communications Director

Literacy Council of Fort Bend County, Sugar Land, TX

Provided leadership in communications, public relations, and marketing for county’s leading adult literacy training agency. Managed agency’s branding, marketing, and campaigns to recruit and retain quality trainers/volunteers to serve as tutors. Generated great amounts of positive publicity through marketing campaigns and media placement, helped sustain agency fund-raising efforts, tutor recruitment, and retention. Expanded agency visibility by strategic and creatively developing/creating marketing campaigns/materials for three major annual fund raising events.

  • Built partnerships with businesses and organizations within the community. Earned commendations for creating communication deliverables targeting desired audiences and articulating the value of services to the community.
  • Wrote press releases, media alerts, and articles for publications. Ninety percent of releases resulted in media coverage. Served as event photographer; selected photos for articles/publication, managed photo library.

Previous positions include Associate Director of Marketing & Planning for International Facility Management Association (Houston, TX); Independent Marketing & Communications Consultant; Assistant Professor in Advertising and/or Mass Communication for University of Florida (Gainesville), University of Nebraska (Lincoln) and Jackson State University (MS).

Education

Education
1994 - 1996

Doctorate of Philosophy

Walden University

Business Administration & Management, Marketing Specialization.

1983 - 1984

Master of Science

University of Illinois

Advertising (Creative Strategy, Copy Writing, Research)

1974 - 1978

Bachelor of Science

Jackson State University

Mass Communications, Public Relations, Journalism