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.
Consumer software specialist
Go-to-market strategy development
Self-motivated, fast learner
Proficiency in SEO
User experience (UX) design
Articulate public speaker
Training and Development
Marketing - New Technology Product Manager01/2007 to CurrentDollar Bank
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.
Customer Service Center Manager01/1996 to 01/2007Dollar 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.
Customer Service Rep - Supervisor Customer Service Center01/1990 to 01/1996Dollar 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.
M.B.A: Management Information SystemsPoint Park UniversityManagement Information Systems
B.S: ManagementRobert Morris UniversityManagement
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