Michelle Polk
Yorktown,VA
Summary
Experienced marketing strategist and copywriter with a diverse background in project management, program development, and customer engagement. Proven expertise in creating compelling content, developing marketing campaigns, and enhancing brand visibility. Skilled in translating complex concepts into effective marketing messages, with a strong focus on results-driven strategies.
Overview
24
24
years of professional experience
Work History
Freelance Marketing Consultant and Copywriter
Self-Employed
Yorktown, VA
01.2020 - Current
- Present - Developed comprehensive marketing strategies for various clients
- Crafted persuasive copy for websites, social media, and marketing materials
- Customized solutions to drive engagement and sales for clients.
- Developed and implemented promotional plans targeting key audiences.
- Facilitated growth and increased brand awareness by working with sales team to build and maintain key business relationships.
Customer Service Tracer
ZIM Integrated Shipping
04.2018 - 05.2021
- Managed customer expectations and resolved inquiries, enhancing customer satisfaction and retention
- Developed training materials and guidelines for new agents.
- Maintained records of all transactions for compliance purposes.
- Worked closely with other traders in order to capitalize on arbitrage opportunities across multiple markets.
- Discussed ideas and strategies to improve operational efficiency, adding value and aiding business performance for continuous improvement.
- Built positive and productive customer connections to drive consistent sales.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
Patient Services Manager
Morrison Healthcare
Portsmouth, VA
09.2015 - 04.2018
- Implemented the 'Catering to You' program, improving patient satisfaction scores
- Developed and delivered training content.
- Trained, supervised, and evaluated staff performance in order to maintain high standards of quality patient care.
- Managed daily operations of the patient services department including scheduling appointments, assigning tasks, and ensuring compliance with regulations.
- Collaborated with healthcare providers to coordinate treatment plans for individual patients.
- Monitored patient feedback surveys to identify areas of improvement in customer service delivery.
- Organized educational sessions for staff members on new technologies related to patient services management.
Clinical Site Director
Crisis Recovery Center
Kannapolis , NC
05.2007 - 04.2010
- Led a team in a high-stakes environment
- Authored policy documents and procedural guidelines.
- Provided guidance, direction, and support to ensure completion of projects on time and within budget.
- Ensured compliance with safety regulations and standards in the workplace.
- Collaborated with team members to develop innovative solutions for operational challenges.
- Assisted in recruiting, training, evaluating, and disciplining employees as needed.
- Implemented new procedures for streamlining processes and increasing productivity.
- Investigated customer complaints or inquiries regarding products or services offered by the organization.
- Identified potential risks associated with certain tasks or activities and implemented mitigation strategies accordingly.
- Sourced and hired high-quality candidates for key vacancies.
- Supervised projects to uphold schedule requirements and quality demands.
Project Manager / Program Developer
Cabarrus County Department of Social Services
01.2000 - 01.2001
- Wrote and secured a grant proposal for an adolescent day treatment program
- Conducted effective marketing campaigns, achieving full program enrollment.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Developed and maintained project plans, timelines, and budgets.
- Provided guidance to team members regarding tasks assigned to them.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Drove continuous improvement of project delivery process by providing strong leadership.
Education
MA - Marriage And Family Therapy
05.1994
Completed intensive study in Systems Theory with focused study in Group Dynamics and Corporate Dynamics, Personality and Gender Traits.
This degree involved 1000 hours of supervised therapeutic practice with couples, families and groups. This level intense study of human growth and interaction produced a good clinician, but also mastery of listening, interpreting and clear, powerful communication.
Graduated Summa Cum Laude.
BA - International Studies
05.1990
- Completed coursework in Eastern civilizations, culture and religions. This history degree involvedextensive research and academic writing primarily about Eastern Religions.
- Completed senior internship as the NC Museum of Art as a Coordinator of a season of Musical events at the Museum. In this position I was a liason between performers, museum management and docents as well as outside vendors for larger events.
- As an international Studies major, completed two years each of Spanish and French. Also Studied abroad for 2 semesters in Italy, Switzerland, Paris, England and Scotland.
- Focused study in Choral Music, Piano and Leadership.
Skills
- Marketing Strategy Development
- Persuasive Copywriting and and Communication
- Content Creation for Web and Social Media
- Brand Messaging and Positioning
- Client Relationship Management
- Training and Team Leadership
- Leadership and productivity
- Analyzing Data
- SEO Strategies
- Campaign Development
- Inbound Marketing
- KPI Monitoring
- Project Management
- Strategy Development
- Vendor Relationship Management
- Content Marketing
- Adept in ÀI prompting, research and hybrid human/AI projects
- Expert in Microsoft Office
- Expert in CRM software and workplace communication software
- Customer Service
- Digital Marketing
- Promotions Planning Skills
- Corporate Communications
- Event Logistics
- Customer Complaint Resolution
- Decision-Making
Timeline
Freelance Marketing Consultant and Copywriter - Self-Employed
01.2020 - Current
Customer Service Tracer - ZIM Integrated Shipping
04.2018 - 05.2021
Patient Services Manager - Morrison Healthcare
09.2015 - 04.2018
Clinical Site Director - Crisis Recovery Center
05.2007 - 04.2010
Project Manager / Program Developer - Cabarrus County Department of Social Services
01.2000 - 01.2001
Louisville Presbyterian Theological Seminary - MA, Marriage And Family Therapy
Meredith College - BA, International Studies