Vanessa P. Brooks, Ma Email & Phone Number

Hartford, CT, US

Tampa, Florida, US

• Boosted HART’s image with the implementation of community engagement efforts that produced over 200 activities and 77 outreach events throughout Hillsborough County.
• Improved HART and TECO Line Streetcar social media following by 12.6%. Social channels received 9,108, 528 total impressions in FY18.
• Established a robust media approach to heighten HART’s image on local, state, and national levels. Created 69 published articles, 18 interviews, 24 press releases, and 44 editorials over a 12-month period.
• Developed a strategic communications strategy including talking points, PowerPoints, and media preparation, for the CEO, Executives, and Board of Directors to increase visibility and positioning as industry thought.
• Secured major sponsorships with two local professional sports teams in Hillsborough County, and a premier supermarket chain sponsorship.
• Led the TECO Line Streetcar website redesign. Transformation included real-time maps, mobile compatibility, ADA compliant colors and fonts, and user-friendly navigation.

Jacksonville, Florida, US

• Oversaw a $900K budget and a staff of 10, in addition to strategy and execution of external/internal marketing, communications, customer service and event based initiatives
• Collaborated with the CEO and executive leadership.
• Determined key priorities and plans for marketing, communications and public relations while identifying the most effective delivery methods and channels to reach target markets.
• Reduced operational printing costs by $500K by streamlining processes and improving project efficiency related to the production of 98% of the organization’s collateral materials.
• Decreased customer complaints and response times by 30% with new processes and metrics.
• Enabled staff to develop brand equity through community partnerships, relationships with the media, business enterprise revenue programs and innovative brand activation initiatives.

Jacksonville, Florida, US

• Appointed by the CEO to serve as the primary media spokesperson.
• Managed multiple business units including Marketing, Communications, Multimedia, Print Shop, Public Relations and Community Outreach, and Customer Service.
• Reported to the JTA Board of Directors on customer service performance.
• Negotiated and managed vendor contracts for the Customer Service Mystery Shopper Initiative.
• Represented the organization to the Mayor’s Office, City Council, and State & Federal Legislators.
• Identified talent through the recruitment process and developed staff through training and performance feedback.

Jacksonville, Florida, US

• Managed fixed-route and paratransit contact centers, receiving 600,000 inbound calls annually and employing 40+ team members.
• Identified cutting-edge call center technology and improved call center production 45% in the first 12-months of operation.
• Automated the complaint process and decreased customer complaints and response times by 30%.
• Developed comprehensive training and quality monitoring programs.
• Led ticket booth operations in the largest transit hub in Jacksonville, managing 12 supervisors, managers and staff.
• Created and launched the first external customer satisfaction survey measuring performance in all contact centers.

Communications

Management/Marketing

M.A., Industrial Organizational Psychology

B.S., Management

Education record