Carol Phillips is seeking a position utilizing her 20 years of experience in account management, marketing, customer service, and creative marketing. She currently serves as the Director of Customer Service and Creative Marketing at Koetter Woodworking, Inc., where she oversees customer service representatives, ensures customer satisfaction, and works on marketing projects such as catalogs and websites. Previously she was an Account Representative at Koetter, serving as the primary contact for top accounts and providing exceptional customer service.

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)