1. CAROL PHILLIPS
1503 Country Creek Drive, New Albany, IN 47150
812.989.1019 / cl_phillips@yahoo.com
OBJECTIVE
To obtain a position with a growth-oriented company, effectively utilizing my work experience and strengths in
account management and marketing.
PROFESSIONAL PROFILE
 Results-driven professional with extensive experience in customer service, sales, marketing, product
training, and business development.
 Demonstrated ability to get results by interacting effectively across various levels within the organization
including manufacturing personnel, customers and executive management.
 Fully committed to providing the highest possible standards of customer service and support. Senior
Management has consistently received positive feedback from the company’s top clients regarding the
exceptional service I provide them.
 People oriented; enjoys rapport building and customer interaction.
 Self-starter; can be depended on to execute multiple projects with minimal supervision.
 Possesses strong written and oral communication skills.
 Proficient in MS Word, MS Excel, MS PowerPoint, and MS Publisher.
PROFESSIONAL EXPERIENCE
Director of Customer Service & Creative Marketing
Koetter Woodworking, Inc., Borden, IN, 2000 – Present
 Directs, trains, and motivates six CS Account Representatives and other supporting personnel to ensure
objectives are met.
 Enables and coordinates communication between customers and plant operations to ensure product quality
and customer satisfaction, including presentations, and site tours.
 Ensures workflow efficiencies, customer service excellence, and quality assurance.
 Works with planning, engineering, and production departments to ensure that customer specifications are
achieved so that both residential and commercial projects meet or exceed customer expectations.
 Works cooperatively with Sales and Marketing VP in the creation of a variety of corporate communications
projects including product catalogs, web site, PowerPoint presentations, light copywriting and product
promotions.
 Works collaboratively with Graphic Designer, overseeing the creation of effective marketing tools including
product specific brochures and company web site.
o 2008 - Oversaw the creation and release of a completely redesigned door catalog, featuring an
expanded selection of custom designs specific to architectural styles. Subsequent to the release of
this catalog, custom door sales increased by over 27% during a period when housing starts have
decreased by nearly 70%.
o 2009 – Worked in conjunction with a software development company to create an interactive on line
catalog featuring Koetter Woodworking’s custom millwork and door capabilities called envisionIT™.
The program was well received and is currently utilized by the company’s network of distributors.
Following the release of the program, over 200 architects registered to use envisionIT™ to assist
them in specifying millwork products on their individual projects.

2. CAROL PHILLIPS
PROFESSIONAL EXPERIENCE
Account Representative
Koetter Woodworking, Inc., Borden, IN, 1989 - 2000
 Served as the primary contact for a variety of customers, including the company’s top five multi-million dollar
accounts.
 Processed purchase orders, communicated order status, answered technical questions, and used creative
problem-solving skills to deal with a wide variety of customer issues.
 Developed long-term relationships with customers, gaining their trust by providing exceptional customer
service.
 Provided customers with detailed product information on multiple lines of business.
 Provided support to Outside Sales Representatives to ensure customer satisfaction.
EDUCATION
 Indiana University Southeast, General Studies concentrating on English and Art History
 Interior Design Institute, Associates Degree of Applied Science in Interior Design
PROFESSIONAL DEVELOPMENT
 Franklin Covey – 7 Habits of Highly Effective People
 Franklin Covey – The Four Roles of Leadership
 Hal Becker - Customer Service Seminar
AWARDS
 2004 Team Member of the Year, Koetter Woodworking, Inc.
PERSONAL INTERESTS & ASSOCIATIONS
 Exhibiting a variety of dog breeds in AKC conformation performance events
 Member of The Bluegrass English Springer Spaniel Association
 Member of The ESSFTA (Parent Club for English Springer Spaniels)