SUSAN J. O'BRIEN 141 Pierce Street, Unit 24 Malden, MA 02148 781-526-0728 so123ef84@westpost.

net ______________________________________________________________________ SUMMARY: Results oriented Management Professional with proven expertise in business opera tions and planning as well as problem analysis and resolution. Demonstrated abi lity to manage multiple projects while motivating and leading colleagues to cons istently provide the highest level of performance and customer service. CORE STRENGTHS: Program Development & Management Financial Analysis & Reporting Client Relationship Management Staff Management

PROFESSIONAL EXPERIENCE: PJA Advertising & Marketing, Cambridge, MA 2007 to 2010 Media Operations Manager Managed the media operation functions for a Business to Business advertising and marketing agency specializing in print, digital and interactive campaigns. * Developed policies, procedures and best practices for media reconciliation, bu dget analysis, revenue projections and recognition. * Redesigned invoice approval process to create buy-in of media team resulting i n increased accountability. * Managed all accounting functions relative to media including AP, AR, cash rece ipts, general entries, check runs, month end reporting and reconciling. * Enhanced communication between the media and finance departments by working co llaboratively on the creation and review of budgets and media plans. Conducted additional finance requirements training as needed. * Tracked and monitored all media placement costs to verify actual vs budgeted e xpenses. * Reconciled invoices against insertion orders and media plans to verify and tra ck deliverables. Resolved any invoice discrepancies with vendors. * Participated in weekly status meeting with media team. Used campaign status u pdates to formulate monthly revenue forecasts and hold media team accountable fo r achieving revenue goals. * Identified quarterly unspent media dollars and presented to client for reinves tment. Blitz Media, Needham, MA 2004 to 2007 Reconciliation Services Manager Managed the operation of a 9-member invoice reconciliation team for a strategic media planning and buying organization. Responsible for setting operational pri orities, managing resources, anticipating workload demands and initiating soluti ons. * Managed, monitored and prioritized the reconciliation of 20,000 media invoices annually representing $120 million in media sales. * Improved operational efficiency by 30% by instituting standardized procedures, weekly department meeting and status reports, conducting quarterly training ses sions and creating training materials. * Developed an inter-departmental buyer/analyst team approach decreasing the inv oice approval process by 50% and contributing to a consistent 98% monthly deadli ne completion rate. * Achieved a 20% increase in customer satisfaction of deliverables by streamlini ng and restructuring the client invoice reconciliation reports. * Developed individual 12-month goal plans for staff to leverage strengths, impr ove performance and encourage ownership of work quality and deadline performance .

CARAVAN for Commuters, Inc., Boston, MA 1996 to 2004 Manager of Operations Managed operations of a statewide commuter services organization supporting 5000 customers annually. As a member of the senior management team developed strate gic goals and implemented policies and programs critical to the growth and devel opment of the corporation. Responsible for $300,000 plus department budget, staf f management, statistical analysis and reporting. * Instrumental in building consensus to change corporate image from a vanpool co mpany to a Transportation Resource Center resulting in increased marketability, client participation and funding. * Managed operations of the Transportation Resource Center earning a 92% custome r satisfaction rating. * Coordinated the development and implementation of a proprietary database resul ting in real time interface with customers thereby improving customer service by decreasing response time for services and increasing product output. * Conceived, implemented and administered a commuter incentive program effective in motivating 1000 commuters to choose alternative travel modes. Secured first year funding of $200,000. * Collaborated on the development of the corporation's website including institu ting a web-based customer registration program that resulted in a 240% increase in customer inquiries. Monitored and maintained the timeliness and integrity of the information provided on the website. * Launched a callback program that quantified the effectiveness of the commuter options program. Achieved a 40% mode switch rate which greatly exceeded the ind ustry average of 25%. * Acted as corporate liaison with state, federal and local agencies to plan, adm inister and supervise various projects aimed at increasing public awareness by p roviding inter-agency services. Vanpool Services Coordinator 1991 to 1996 Responsible for the administrative functions of a statewide vanpool program incl uding creating and maintaining vanpool groups; coordinating marketing efforts to increase ridership; administering certification, subsidy and incentive programs and maintaining client databases. Intravenous Nurses Society, Norwood, MA 1987 to 1991 Certification Coordinator Developed and managed a professional certification program with a $225,000 annua l budget for a 3,000 member national nursing association. Bernett Research Services, Boston, MA 1984 to 1987 Manager, Telephone Survey Department Managed operations for a 25 person telephone survey department. EDUCATION: Bachelor's of Science Degree Dual Majors - Marketing and Management Bentley College