SUMMARY:

• High - performing operations and marketing executive with 15 YEARS experience in building, deploying and managing Contact Centers and CRM platforms to optimize business needs; focusing on organizational process and customer experience
• A driver of operational efficiency, profitable revenue growth, market share and brand recognition through strategic initiatives
• Highly analytical and skilled strategist who transforms tactical plans into workable solutions and benchmarks performance against key operational targets/goals
• Recognized as multi-level manager; employing thought leadership, encouraging collaborative thinking and developing innovative solutions to consistently delivers results
• Respected partner across vendor and affinity networks; developing relationships through direct oversight increasing revenue and profitability

PROFESSIONAL EXPERIENCE:

Confidential, - St. Louis

Senior Director

Responsibilities:

• Operational oversight and improvement of all marketing channels; including the enterprise contact center with a focus on growing profitable top line revenue growth by enhancing, innovating, and monitoring existing customer and acquisition programs
• Decreased Contact Center operating expenses by 20% while improving customer experience.
• As an Agent of Change, led the implementation of a centralized, matrix organization and instituted a cross-departmental change management practice.
• Manage and mentor multi-tiered organization; providing leadership to 100+ personnel and management of $50M annual operating budget, and developed strategies in coordination with property management.
• Designed and launched integrated on-demand marketing platform that provided regulatory oversight of more than +50M annual communications accounting for more than $80M in customer reinvestment and $400M in revenue.
• Generated a 20% increase in profitable revenue by optimizing marketing expenses through analytics led optimization.
• Successfully recruited, on-boarded, and integrated new Digital Marketing and Advertising Agencies. Spearheaded and launched the company’s digital platform with a heavy focus on the mobile user (new website, social media strategy, search optimization (SEO/SEM/Display)
• Established alternative revenue channels by developing partnership/affinity relationships, and establishing an e-commerce and retail based lifestyle brand

Confidential - Columbus

Vice President

Responsibilities:

• Developed, lead, and executed data-driven strategy and analytical support in order to identify new revenue as well as maximize existing revenue streams for FCL’s client base
• Utilized statistical modeling and analysis to drive multi-channel acquisition and loyalty/retention campaigns
• Designed and launched integrated on-demand marketing platform; reduced operational costs by 20%
• Championed strategy and execution of direct and mass marketing campaigns for FCL Client base

Confidential - Columbus, Ohio

Executive Director

Responsibilities:

• Pioneered Company’s entry into Customer Management through implementation of a CRM platform and centralized Contact Center.
• Accelerated 382% growth in Sales over last 3 years through the launch of a multi-channel Contact Center designed to execute inbound/outbound/online chat/email customer acquisition
• 30% reduction in the cost of acquisition through process improvement and enhanced technology
• Developed strategy to capture/analyze customer data, maximize ROI on marketing initiatives, and measure consumer behavior (seasonal, geographical, brand specific, etc.)
• Maximize acquisition rate and growth of portfolio customer value
• Responsible for strategic oversight and financial management of all marketing initiatives, including Direct Response and Mass Media (TV, Print, Digital) campaigns
• Grew customer database by 218%, and improved brand recognition/loyalty with the launch of trigger/drip email campaigns
• Increased enrollment rates 10% by understanding the optimal take rate based on time/day
• Launched ‘voice of customer’ surveys to improve and understanding customer needs with the objective to build brand loyalty throughout the customer life-cycle pre-sales, sales, servicing, and retention

Confidential - Columbus

Vice President, Service to Sales Marketing

Responsibilities:

• Recruited to manage and improve the effectiveness of service to sales efforts in Retail Financial Services call centers (multi-site, cross LOB)
• Responsible collaborating with Call Center Operations to maximize agent’s offer/product knowledge, and sales tool engagement.
• Established successful and sustainable focus on training and education, customer relationship management, and technology usage to deliver targeted offers and manage leads to remote telesales agents within the call center & IVR channels
• Managed marketing operations by overseeing offer pipeline and optimization of the offer delivery / lead management rules engine.
• Utilized offer prioritization and resting period, banker profiling / segmentation, and channel distribution strategies to maximize overall effectiveness.
• Fueled significant growth in overall product sales from 2008 to 2010 by implementing measures to improve customer identification / management at point of contact.

Confidential - Irving, Texas

Vice President

Responsibilities:

• Oversaw Customer Relationship strategy designed to maximize the recapture rate and total customer value of AHM-serviced customers.
• Responsible for building the Confidential Department from the ground floor to peak staff size of 100+ FTE.
• Designed the business process that included lead management, call routing, workforce management, and performance management strategies with the objective to intervene with customers who are at a high risk of attrition and returning the customer to the servicing book through a process which represents minimum effort and maximum value to the customer and to AHM.
• Delivered 20% increase in monthly closings by developing a fully integrated mortgage origination experience through a full-service contact center platform focused on single call resolution.
• Partnered internally to create an Attraction and Retention Strategy including comprehensive recruiting and training disciplines that incorporated high performing sales characteristics, new hire orientation, continuing education, and staff performance plan management designed to increase new hire productivity and decrease turnover within the first six months.
• Grew monthly AHM Recapture Rate 5% while utilizing less than 1% of the total sales force through the development and implementation of a dedicated Payoff Intercept Team.
• Aggressively managed the Intercept Rate to contact at least 90% of all customers requesting a payoff through inbound / outbound call campaigns.
• Implemented Note Modification Program designed to recapture customers from leaving AHM’s Servicing Portfolio as an alternative to a higher cost refinance.
• Expanded product offering to Retail sales, ensuring optimization of support, product promotion, and program revenues.