Summary
Overview
Work History
Education
Skills
Certification
Leadership Qualities
Activities
Languages
Timeline
Generic

Cindy Cumba-Ruiz

Wind Gap

Summary

Experienced Marketing Manager with 24+ years in the telecommunications industry, skilled in Strategic Customer Communications, Requirements Gathering, Customer Relationship Management (CRM), and Sales/Product/Call Center Support with a strong focus on improving the end-to-end customer experience.


Skilled workshop facilitator on topics related to conflict resolutions, leadership development, and relationship management. Additionally, developed and delivered content for weekly study groups focused on spiritual growth and development.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Office Administrator

Transformation Church
10.2019 - Current
  • Streamlined process for new member engagement to include accurate storage of contact information and omni channel post-visit communication to 750+ new members.
  • Designed, implemented and managed yearly capital campaigns to help generate $30-$50K towards operational expenses.
  • Manage weekly executive calendars for professional counseling and inter-departmental meetings, ensuring effective correspondence creation and management, document coordination and follow-up communications to all parties.
  • Facilitate office productivity through documentation quality checks and implementation of procedural improvements for inter-departmental communication and data sharing.
  • Develop and present high-quality documents, presentations, and training manuals to help increase inter-departmental efficiency and team productivity.
  • Create, manage, and/or support content for social media accounts, email and SMS marketing and promotional activities to help drive new member engagement, realizing a 39% open rate on weekly event calendar emails.
  • Craft, manage and/or support new partnership developments, website development and app rollouts, with a focus on simplifying the end user experieince.

Marketing Manager

Verizon Communications
11.2011 - 03.2019
  • Led the yearly requirements, design, execution, and fulfillment of 250+ post-sale communications related to unique marketing promotions for new & existing customers.
  • Managed content of 300+ consumer communication life-cycle touches, in English and Spanish, ensuring uniformity in corporate brand and language across all pieces as changes to copy were implemented.
  • Partnered with cross-functional team of up to 50+ collaborators to successfully create and execute new product launches, marketing initiatives, and productivity-enhancing projects.
  • Collaborate closely with Verizon Legal Team to successfully create, amend, translate, and communicate updates and changes made to 15+ consumer terms of service documents.
  • Provided yearly requirements and approval for 200+ projects that impacted order confirmation notices, ensuring the presentation of charges were aligned with all local, state, and federal guidelines for consumer customer accounts without impacting the customer experience.

Senior Staff Consultant

Verizon Communications
06.2000 - 10.2011
  • Developed end-to-end methods & procedures training on new product launches, system enhancements, quality call handling tactics, and process improvements for 30+ dedicated teams of specialists that managed high-risk consumer customer contacts and termination requests.
  • Led weekly analysis reviews with specialized leadership teams that successfully helped meet established churn reduction goals, focusing on associate and call center opportunities, region-specific tactics, and implementing changes to address gaps in call management resources
  • Created daily training guides, call management reminders, system enhancement notifications and strategic customer relation recommendations associated with churn-reduction initiatives to over 1000 consumer contact specialists.

Training & Development Specialist

Verizon Communications
04.1997 - 06.2000
  • Facilitate 2-3 month initial and follow-up training for newly hired employees within the National Consumer Financial Services Department, achieving 100% “very satisfied or above” rating from students and management post-training feedback.
  • Delivered ongoing training for 1000+ existing employees within the National Consumer Financial Services Department in process improvements, system enhancements, and strategic changes in billing and collection procedures.

Education

BA - Admin of Justice, Spanish, History

Rutgers University
New Brunswick, NJ
01.1993

MA - Management & Leadership

Liberty University
Lynchburg, VA
01.2014

Skills

  • Lean Six Sigma
  • Microsoft Office
  • Google Office Suite
  • Time management
  • Verbal communication
  • Customer relationship management (CRM)
  • Project management
  • Customer service

Certification

Professional Medical Interpreter Training, Bridging the Gap, The Cross Cultural Health Care Program, July 2022

Leadership Qualities

  • Results-Driven
  • Task-Oriented
  • Multi-Tasking
  • Problem Solving
  • Collaboration
  • Out-of-the-box Thinker
  • Attention to Detail
  • Highly Motivated
  • Adaptable to Change
  • Team Player
  • Self-Motivated

Activities

  • Trustee/Board Member, Transformation Church, LV, Allentown, PA
  • Workshop Facilitator, Advanced Mentoring Enrichment Network, Allentown, PA

Languages

Spanish
Native or Bilingual

Timeline

Office Administrator

Transformation Church
10.2019 - Current

Marketing Manager

Verizon Communications
11.2011 - 03.2019

Senior Staff Consultant

Verizon Communications
06.2000 - 10.2011

Training & Development Specialist

Verizon Communications
04.1997 - 06.2000

MA - Management & Leadership

Liberty University

BA - Admin of Justice, Spanish, History

Rutgers University

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Cindy Cumba-Ruiz