Resume 7/16
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Lisa Deerman has over 30 years of experience in executive administration, customer service, marketing, sales, and management. She has worked in various roles such as branch office administrator, marketing director, advertising assistant, and business owner. Deerman also has 17 years of experience as a fitness instructor teaching classes such as Pilates, yoga, and barre.
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Resume 7/16
- 1. Lisa Deerman 607 Bitsy Lane, Chattanooga, TN 37415 lisadeerman@epbfi.com Cell - 423.903.9665 Home – 423.870.1707 Professional Summary I have over thirty years experience in executive administration, customer service, marketing, sales, networking and management. Additionally, over a span of 15 years, I have owned various small businesses. I am proficient with both Mac and PC platforms. I am skilled in Microsoft Word, Excel, Power Point, Apple Pages, Numbers, Keynote, Adobe Photoshop, InDesign and Illustrator. As both an employee and business owner, I have over seventeen years of group fitness training. Professional Experience March 2015 - March 2016 Edward Jones As the Branch Office Administrator, I possessed the following core competencies: exceptional client service abilities, critical thinking capabilities, strong initiative and effective written and verbal communication skills. This position required a well-organized person who enjoyed multitasking, technology and people. Daily office administration duties included overseeing appointment setting and schedules, and processing deposits and transactions. I also enjoyed creating effective marketing communications. As the BOA, I updated prospect and client data records, executed direct mail programs and planned seminars. September 2008 – March 2010 Marketing Director, Covenant Allergy & Asthma Care I was responsible for the development and implementation of all marketing plans and materials for this new medical practice. I also designed and supervised production of letterhead, business cards, referral forms, practice surveys and various forms of media advertisements. In addition, I wrote and directed television ad campaigns for the practice. One of the duties I enjoyed most was meeting with the area physicians and their office staff to inform them of Dr. Susan Raschal’s new Practice. By developing a call plan, this action resulted in the generation of increased referrals and revenue. After investigating specific company’s benefits, I made sure their benefit package covered allergy testing and allergy injections. After deciding which companies had the coverage we needed, I coordinated health fairs for those employees. Those companies included Blue Cross/Blue Shield, UNUM and McKee Bakery. During these health fairs, we were able to educate the public about Asthma, which also increased our revenue greatly. As mentioned below, I trained the Hamilton County Department of Education School Nurses which generated many pediatric referrals and revenue. I was required to know and abide by the HIPPA laws since I was visiting so many people. I also had the privilege of shadowing Dr. Raschal. I implemented policy procedures for the office as well as educating new hires about their new insurance and benefits. December 2006 - April 2008 Advertising Assistant, Astec, Inc. I organized corporate advertising meetings every year with Astec’s 14 sister companies from around the world. My responsibilities were to reserve blocks of hotel rooms, transportation, meals and any other needs the Vice Presidents might have during their stay. Dinner decisions and reservations were also my responsibility, as well as, working with caters for breakfast and lunches in our training facility. Every morning before the Vice President’s arrived, I would have their agendas prepared for them. I attended all meetings to take notes. These notes were included in the next day’s agenda packages. Another facet of my responsibilities was ordering and negotiating pricing for all of Astec’s promotional items. Our department was in charge of all tradeshows. Therefore, I also organized and oversaw shipments for our domestic and international trade shows. One of my responsibilities included paying department invoices. After realizing these forms were 25 years old and out of date, I decided to design a new purchase order form to ensure the accuracy for our accounting department. This also determined justification of payment to our many vendors. One of the biggest jobs I was assigned was assisting in managing architectural decisions for Astec’s new $1.5 million dollar training facility. I worked with architects, Derthick, Henley & Wilkerson, as well as their contractors. *1980 – 1997 - Provident Life and Accident Insurance Company *Claims and Rapid Data Entry Manager 1995 - 1997 As the Manager of Customer Service, Rapid Data Entry, Claims and the Mail Department, I supervised 42 employees. Since I conducted interviews, my knowledge of Human Resource laws was critical. As one of six managers, we were responsible for bringing our departments together to work as one to benefit our policyholders. I used my knowledge of Excel to create multiple spreadsheets for each area. Lisa Deerman Page 2 *Supervisor, Pharmaceutical Customer Service 1993 - 1995 As I mentioned, during this period of my career at Provident, I established a specialized customer service program. One of the major responsibilities involved was making sure our IT Department sent the correct tapes to Caremark. The policyholder tapes were highly confidential. They included our policyholder’s Social Security numbers, dates of birth, etc. Other responsibilities included training and motivating our pharmaceutical unit. Since this was a new product and vendor for Provident, many eligibility problems
- 2. came with the position. Therefore, we had very upset policyholders. By training and encouraging my staff, it helped ensure the proper handling of prescription claims in a timely manner for our policyholders and making sure they were happy customers. As supervisor, I was required to write policy and procedures for the newly hired customer service representatives. I also had to invent ways to encourage and motivate my staff to give the best customer service possible. This resulted in incentives to meet our quarterly goals and to make sure our policyholders and vendors were satisfied customers. *Supervisor, Pharmaceutical Customer Service 1993 – 1995 (Continued) I worked with both small and corporate pharmacies to market, train and service the prescription card program. During this time, I was also required to learn and practice HIPPA laws. It was my responsibility to train the new representatives how to coordinate our policyholders, their families standing at the pharmacy waiting on their prescriptions, our policyholder’s Human Resources personnel, Provident’s IT Department, Caremark’s IT Department, Provident’s Account Managers and the Pharmacists. This ensured the needs of our policyholders were met and problems were avoided. I was also involved with many new account installations. *Proposal/Sales Coordinator/Pharmaceutical Services 1991 - 1993 I prepared all pharmaceutical proposals for Provident’s sales associates and brokers. Having knowledge of legal verbiage was crucial. Conducting pharmaceutical sales presentations, enrollment meetings and providing marketing materials was also a major part of my responsibilities. The prescription card program was new; therefore, I began serving as a liaison to the general public, which held our group insurance. There were many technical and educational issues to be addressed. Because of these issues, I worked with IT personnel at Caremark and Provident’s IT personnel to get the “tapes” in order. I also worked closely with our policyholder Human Resource Managers and pharmacists across the country. Unfortunately, these IT issues could not be resolved between Provident and Caremark. Therefore, this position led me into the role of forming and supervising a customer service group specifically for our Pharmaceutical area. I hired, trained and supervised five newly formed customer service representatives. *Executive Administrative Assistant to the Chief Medical Officer 1988 - 1991 As I mentioned, our new Chief Medical Officer transferred to Provident from Canada. I was responsible for organizing and translating his files from his Canadian system to our American system. He was my primary responsibility. However, I also served as the liaison for eight of his direct reports. I was responsible for screening their phone calls, mail and visitors. Medical dictation and preparation of proposals were also performed. I’m proud to say we got along beautifully. However, I did see grown men leave his office in tears. *Administrative Assistant to Vice President of Sales - 1987-1988 Administrative duties included answering 28 phone lines and serving as the liaison to 55 regional sales representatives. I enjoyed working with so many people and different personalities. Coordinating sales meetings in Chattanooga and across the country enhanced my organizational skills. Involved in these meetings was preparing agendas, lunch and dinner reservations and being constantly available to do whatever was needed by the sales representatives. Preparing expense reports for the sales representatives was also a big part of my job. I served in this position for only a year because I was hand picked by our Group Department’s Vice President to work for our new Chief Medical Officer arriving from Canada. I was told, “Lisa, you are the only one that can handle our new CMO”. *Secretary to Assistant Vice President - 1983-1987 During this time, the Consolidated Omnibus Budget Reconciliation Act was introduced. I spent many, many hours helping apply COBRA to our policies. I was also responsible for translating COBRA to many Underwriters and policyholders. Other responsibilities included working with financial analysts and preparing lines of credit for our policyholders. *Word Processing Operator – 1981-1983 I prepared policy booklets, legal insurance forms and the Summary of Coverage forms for our policyholders. During this position, I learned the foundation of insurance and insurance law. Lisa Deerman Page 3 *Filing Clerk – 1980-1981 I organized and filed disability claims. I was in this position for about a year because I was promoted to the position of Word Processing Operator. 1998 – 1997 – Business Owner January 2003 – September 2006 Business owner, Solutions I specialized in organizing office and home environments. I redesigned office spaces, filing systems, and storage for commercial clients. I designed efficient workflow systems, including procedures and training. I also ran a personalized stationery company out of my home during the same time period while raising two toddlers.
- 3. September 1998 – June 2003 Business Owner, Lifestyle Solutions Instruction promoting healthy lifestyles to individuals, businesses and corporations, as well as coaching fitness programs for clients. My responsibilities included writing individual programs and group programs. I created fun and exciting incentives to encourage the clients to reach their goals. I wrote and coached nutrition programs for them. I also developed their employee workout facility. 1996 – 2011 Sports Barn/Lifestyle Center – Fitness Instructor, Chattanooga, TN I designed and conducted various fitness classes. My expertise includes Pilates, Yoga, Balletone, Water Aerobics, and Barre. I have taught ages four to 88. I was invited to teach classes to students at Southern Adventist University, Greenbriar Cove Assisted Living Facility and a number of other studios. Teaching Power Pilates to the football team of Boyd-Buchanan High School was one of the most rewarding classes I’ve ever taught. August 2011 – December 2013 Owner of Willard Studio, Ooltewah, TN Willard Studio was the only exclusive Pilates, Yoga and Fit Barre studio in the Collegedale/Ooltewah area. I ran the business and taught 10 classes per week. I handled all facets of the business. This included everything from human resources, payroll, and training instructors to house keeping and mowing the lawn. Voluntary Positions 2010-2012 – Chattanooga Chamber of Commerce I served on the Board of the Brainerd/East Brainerd Council as Communications Coordinator. My duties included coordination of communications between the chapter officers, notifying members of upcoming events and communicating chapter events with the Chattanooga Area Chamber of Commerce. I was responsible for recruiting business owners to join the Chamber of Commerce. March 2010 - June 2011 Volunteer Account Executive with WTCI.PBS I assisted with marketing promotions and advertising sales. I also coordinated their annual Family Day event. A personal highlight was organizing four pallets of Scholastic books. These books had been sitting in boxes for at least a year because there was not a place to organize and store them. WTCI did not have the funds to purchase shelves, so I went to my various connections in Chattanooga, which included UNUM and BCBS, and they donated bookshelves. I also did some cold calling for various forms of storage for the books. Once I had all of the storage, I was able to put the books in order by grade. The books were then distributed to the Hamilton County Schools. 2008-2010 - Public Speaker – Hamilton County Department of Education I was invited to the HCDE annual training meetings two years in a row. The first year, I educated school nurses about Asthma. I trained them on how and when to use an inhaler to benefit the children. The next year, I was invited to conduct a motivational seminar. September 2005 - June 2006 Auction Organizer, Hickory Valley Christian School Being responsible for coordinating and organizing the primary fundraiser for the school year was the highlight of my year. Auction proceeds doubled from the previous year resulting in a $25K profit to the school. I contribute the success to interviewing parents to see where their talents were and what they enjoyed doing. I then assigned the parents with the job that was the best fit for them Lisa Deerman Page 4 1993 – Provident Pro School Presentation Staff Pro School was Provident Life and Accident’s (UNUM) in-house training program for upper level new hires ($75,000+). I was the youngest employee to be chosen as a trainer/presenter in Pro School. Tennessee Jr. Miss/Distinguished Young Women’s Scholarship Program For eight years, I served as a host family for the young women competing in the program. Education Pro School at Provident. Padgett-Thompson Management Skills, Fred Pryor Business Writing Workshop, Project Management Seminar, Fred Pryor How To Manage Priorities and Meet Deadlines, Fred Pryor Interpersonal Skills, Fred Pryor How to Supervise People, Adobe InDesign Training Course, Red Bank High School, Chattanooga State Technical Community College, AFAA certified. Professional Organizations Women Mean Business, Member of Professional Secretaries International, (formerly-PSI) References Renee Gibbs, Administrative Assistant to CEO, Rick McKenney, UNUM, 1 Fountain Square,
- 4. Chattanooga, TN 37402, Rgibbs@UNUM.com, 423.294.6830 Councilman Larry Grohn, Chattanooga City Councilman, District 4, lgrohn47@gmail.com, 423.243.8235 Mayor Jim Coppinger, Hamilton County, TN, coppinger@epbfi.com, 423.364.0004 Jennifer Montgomery, 2014 Hickory Valley Road, Chattanooga, TN 37421, 423.310.4909 Rebecca Hicks, 8155 Savannah Bay, Ooltewah, TN 37363, 423.774.2255