Manager Customer Service

Joseph Cappetta

Marketing Professional

Morris Plains, NJ

*********@*****.*** - 201-***-****

Various Marketing positions: Account and Vendor management, Product launch and readiness,

Database marketing, Pricing and Promotions, Operations, Customer service. Fraud Analysis. Operations

and Product/ Pricing and Promotions interests me most.

Work Experience

Database Marketing Manager

Verizon Wireless - Basking Ridge, NJ

June 2010 to June 2012

Managed campaigns for HQ Direct Marketing team: Query databases to develop customer lists for Direct

mail, e-mail, text blasts and legal notifications. Conduct reporting when necessary for Product teams and

Area marketing teams. Lead for legal notifications, software updates and network conversions. Work

closely with equipment vendors.

Marketing Manager (Pricing and Promotions) & Competitive Analysis

Verizon Wireless - Morristown, NJ

June 2002 to June 2010

Pricing and Promotion Manager / Competitive Analysis (2002-2010); Morristown, NJ

Launch readiness for New Product and Pricing for the Northeast Area (Maine to Virginia)

Responsible for successful launches within the Area: Hold Area and Regional meetings with Customer

care and Sales channels. Develop training guides, Methods and procedures documents, assisting with

training when needed, Area Lead for B2B channel. Develop regional and Area specific promotions

working with Advertising, Finance and Legal. Work with Revenue Assurance and IT in developing price

plans and features. Meet regularly with HQ Marketing, Regional AD’s and Directors, Product Marketing,

Network teams and system operations teams. Assist with Telemetry and Prepay pricing. Attend vendor

meetings regularly and Marketing kickoff meetings. Project manager for Area conversions such as:

Analog conversion, network conversions, partnership markets and market conversions.

Competitive Reporting Manager

Area lead for competitive analysis: Develop competitive comparisons, charts and sales sheets for the

field and online reference guides. Area lead for weekly team calls. Member of the competitive phone

program. Responsible for monitoring Sprint and T-Mobile. Attend Quarterly HQ meetings and with

vendors. Create ad-hoc comparisons for Marketing, Legal and Product team.

Indirect Account Management (Alternative Distribution/eCom)

Verizon Wireless - Bedminster, NJ

June 2000 to June 2002

Indirect/Alternative Distribution Manager (2000-2002); Bedminster, NJ

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Managed e-commerce agents operations: Meet with vendors and work closely with their IT and database

teams on POS, credit scoring processes and coding to effectively sell products, pricing and features.

Assisted with advertising, marketing and collateral for Indirect sales channels, such as Best Buy, Radio

Shack, as well as Kiosk and store within a store. Assisted with VZW online store operations.

Fraud Analysis & Customer Service

Verizon Wireless - Morristown, NJ

June 1997 to June 2000

Analyze data for potential fraud. Assist a high volume of customers to remedy fraudulent activities.

Monitor fraudulent activity and work closely with Legal, Finanace and Customer care. Speak daily with

customers and correcting their accounts.

Education

MBA in Marketing

Florida Inst of Technology - Melbourne, FL

2008 to 2013

BA in Communications

Seton Hall University - South Orange, NJ

1992 to 1997

Skills

System knowledge: Microsoft Office/Windows, Apple, SQL

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