Customer Service Marketing

Michael Kinstlinger

Baltimore, MD ***** 410-***-****

************@*****.***

SUMMARY

Experienced and innovative Web Marketing/Analytics Professional with over

** ***** ** *****-******** experience, including marketing to global

Fortune 1000, C-level clientele. Offering a combination of creativity and

analytical skill, with the ability to partner with and understand the goals

of colleagues in varying departments and disciplines. Demonstrated

strengths and successes in web content management, web and data analytics,

web usability, email marketing, product management, SEM, SEO, PPC, web

writing, social media, client service, customer service, management,

process and project organization.

PROFESSIONAL EXPERIENCE

PayPal/Bill Me Later - Timonium, MD

2013

Marketing Consultant - Credit Product Group

. Increased website conversions and customer satisfaction by working

with a team of usability experts, graphic designers, marketing staff,

product managers and content creators on a B-to-B payment offering.

. Oversaw introduction of a new product line from concept to completion,

positioning, and follow-up.

. Identified and improved upon trouble spots in the product conversion

process by monitoring analytics and site traffic.

. Successfully promoted results of Forrester and similar product

research studies to wide audience via marketing collateral, website

content, social media, and webinar channels.

CEB (Corporate Executive Board) - Washington, DC

2008 to 2013

Director - Outreach, Usability and Analytics, CLC Practice

. Grew visits yearly by providing detailed analyses of website traffic

and member-based activity information to revenue and product-based

stakeholders. This allowed them to align resources and assets based

upon topic interest, member interest, and asset popularity.

. Gathered actionable insight into member behavior, and in-the-moment

feedback by overseeing and analyzing a number of website quality

surveys going out to 10,000 website users. Data was used for

benchmarking member experience, aligning resources.

. Increased open and click-thru percentage of outbound emails by

overseeing the creation, process flow, scheduling, improvement,

analysis, A/B testing and technical aspects of weekly outreach, going

out to 125,000+ members weekly.

. Identified 'working' and 'underperforming' web content by creating

branded weekly, monthly and ad-hoc reporting on website usage, top

downloads, searches, trends and provided analysis and opportunities

for growth.

. Improved customer satisfaction and tool development by performing all

aspects of usability testing on a variety of existing and in-

development webpages and online tools. Reported detailed findings and

improvement recommendations to developers and site captains.

. Saw outreach results of greater than 400% average by creating new

mailing types, including Welcome, New Members and Post-Event Follow-

up.

. Streamlined writing process and improved content consumability by

creating departmental go-to documents regarding email creation, best

practices, process improvement.

. Managed both local and remote employees.

Kinstlinger, page 2

. Improved website functionality/usability/customer satisfaction by

partnering with content creators, designers and e-learning developers.

. Frequently cited for internal client support and willingness to

provide assistance/guidance to others; seen as go-to person for web

analytics, email marketing amongst colleagues in different

departments/practices.

Medstar Health/Union Memorial Hospital, Baltimore, MD

2005-2007

Senior Public Relations Specialist

. Oversaw all aspects of hospital consumer website and intranet site for

employees.

. Developed, analyzed and utilized successful Search Engine Optimization

and pay-per-click campaigns

. Monitored website statistics and contacts to track site success and

visibility.

. Created and monitored monthly email campaign sent to local customer

database.

. Created online appointment form, garnering over 100

appointments/month, and $720,000 in yearly income.

. Implemented web 2.0 features into websites, including blogs, forums,

and podcasts.

. Consistently set new highs in monthly website visits and activity,

tripling since FY 2005.

. Acted as liaison to service lines to market their departments, events,

and services online

. Assisted in hospital event planning and regional awareness.

Shimadzu Scientific Instruments - Columbia, MD

1998-2005

Senior Web Site Coordinator

. Maintained websites for Shimadzu North America, Shimadzu Australia,

Shimadzu Global, and intranet site for North/Central American sales

and marketing departments.

. Tripled number of visits to US and Global websites by redesigning

sites with the latest in aesthetic feel, navigation, technology and

usability.

. Maintained and updated Online Shopping Cart, tripling annual online

sales to $500,000/year.

. Worked with outside vendors on technical product downloads and

maintaining online visibility

. Oversight of outside design firm and then transferred all website

design and maintenance in-house, saving $20,000 per year and

increasing efficiency and frequency of updates.

EDUCATION

Bachelor's Degree - Communication/Film and Television Production, New York

University, New York, NY

Classes towards MBA Degree - University of Maryland University College

SPEAKING ENGAGEMENTS

2007 Greystone Healthcare Internet Conference - Las Vegas, Nevada. Topic -

"Bringing web 2.0 to Hospitals"

2012 Eloqua Experience - Orlando, Florida. Topic - "Seeing Success with

Smart Segmenting"

INCLUSIONS / PUBLICATIONS / AWARDS

Marketing Sherpa "Wisdom" Series. Included in the 2006, 2007, 2010 and 2011

editions

Freelance writer - New York Yankees Magazine, Baltimore Jewish Times, TSV

Media

Alfred Knight Awards (Maryland Society for Healthcare Strategy and Market

Development), Website, 2006.

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