Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Executive Profile
Innovative marketing professional who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Driven to establish strategic, mutually beneficial partnerships and relationships with team members and service providers to provide a superior customer user experience.
Skill Highlights
  • Project management
  • Leadership/communication skills
  • Customer service-oriented
  • Consumer software specialist
  • Brand development
  • Multi-media marketing
  • Channel strategy
  • Go-to-market strategy development
  • Self-motivated, fast learner
  • Staff Development
  • Proficiency in SEO
  • User experience (UX) design
  • ​Google analytics
  • Interactive marketing
  • Mobile marketing
  • Articulate public speaker
  • Training and Development

Professional Experience
2007 to Current Marketing - New Technology Product Manager Mountain American Credit Union | , ,
  • Provide strategic direction regarding the development of new technology Online Banking, Mobile Banking, Mobile Apps and Push Button Banking
  • Chair the Internet Strategy Committee- Senior Managers of the Bank debate and determine the online direction of the Bank
  • Consult with senior managers to help shape strategic initiatives with consumer insights
  • Work with business leaders to identify business issues, develop plans, execute research initiatives and facilitate change within the organization
  • Develop business relationships with vendors to provide other opportunities to the Bank Product Implementations
  • Implement Tealeaf within the Bank to provide insight into customer experience on the website and Online Banking
  • Research and implement new email system for customer communications (Exact Target)
    • Added SMS and Social aspects to capture full customer relationship Develop RFPs, evaluate vendors, and negotiate prices for banking initiatives
  • Work closely with Systems and Programming to identify, create and implement strategic projects
  • Direct Marketing Responsibilities
    • Evaluate marketing initiatives to promote products and services - direct mail and email
    • Develop sales forecasts for new services and features
    • Identify growth opportunities for organization through the synthesis of consumer behavior, competitive actions and industry trends
    • Infuse customer perspective into daily business decisions
    • Track marketing initiatives and create new programs to increase customer retention
    • Develop communication plan to manage messages being delivered to consumers
    • Participate in review process of online marketing programs and opportunities
  • Work with many departments to develop programs enhancing the relationship with customers and prospects
  • Responsible for the success of the Customer Service Center -train and educate on new channels for customers to manage their banking relationship.
1996 to 2007 Customer Service Center Manager Dollar Bank | , ,
  • Was responsible for day to day operations of the center
  • Managed Dollar Bank website
  • Worked closely with Marketing in execution of website development
  • Represented the Customer Service Center in development of new bank products and services
  • Expanded channels for customers to manage their banking relationships Push Button Banking, Email, Chat, SMS, Mobile Website and Mobile Banking
  • Managed day to day operations of the center
  • Developed training programs to teach employees about new bank product and services
  • Was responsible for hiring, terminations and development of Customer Service Center employees
  • Worked with Systems and Programming to test new products and services prior to production
  • Worked to meet goal of 90% calls answered within 20 seconds.
1990 to 1996 Customer Service Rep - Supervisor Customer Service Center Dollar Bank | , ,
  • Serviced customers calling the bank with questions about their accounts.
  • Took applications for loans, checking and savings, IRA, etc.
  • Handled customer complaints and issues with care.
  • Cross sold other bank products and services to meet customer needs.
Expected in M.B.A | Management Information Systems Point Park University, , GPA:
Management Information Systems
Expected in B.S | Management Robert Morris University, , GPA:
Speaking Engagements
  • 2014 Presented at Sales Force/Exact Target User Conference: Presented Use Case for Dollar Bank - Connecting the Dots.
    • 2013 Part of the Leadership group which started Exact Target User Group in Pittsburgh
  • 2013 Exact Target User Conference: Presented Dollar Bank's success using Exact Target products
  • 2013 Tealeaf Customer Testimonial: Benefits of Tealeaf to Dollar Bank
  • 2012 Exact Target Customer Testimonial: Value of Exact Target to Dollar Bank
  • 2012 Tealeaf Regional User Group Meeting: Panelist, Customer Relationship Management
  • 2011 Tealeaf Regional User Group Meeting: Use Case Scenario
Banking, Competitive, Customer Service, Direct Marketing, Direction, Email, Features, Hiring, Internet Strategy, Marketing, Online Marketing, Programming, Research, Sales, SMS, Strategic, Training Programs, Mobile Apps, Website, Website Development

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School Attended

  • Point Park University
  • Robert Morris University

Job Titles Held:

  • Marketing - New Technology Product Manager
  • Customer Service Center Manager
  • Customer Service Rep - Supervisor Customer Service Center


  • M.B.A
  • B.S

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