Manager Customer Service
Resume:
LUCIA A. ASCHETTINO
Orange, CT 06477
*****@************.***
Senior Business Manager with expertise in clear history of success in
improving business results by transforming the customer experience.
Skilled at evaluating the strategy, marketing, operations/service
processes, and culture to refocus on customer needs and leverage technology
to optimize customer care while reducing costs and increasing
profitability. Able to convert CRM from a contact management and
information tool to a customer centric strategy that wins customer intimacy
and long-term commitment. Accomplished with:
eBusiness Business Process Multi Channel Campaigns
Management
Project Management Customer Experience Sales/Marketing/Customer
Management Service
PROFESSIONAL EXPERIENCE
PITNEY BOWES, INC., Stamford, CT 2000 - 11/2010
World's largest supplier of mailing equipment and mail management systems
Business Process Lead - Service & Support (2009 - 2010)
Partnered across functions to establish an embedded, customer oriented
strategy for the Installation and Withdrawal Process. Facilitated work
sessions with cross functional teams to identify and eliminate customer
pain points. Deliverables included process maps, RACI document, emerging
best practices, proposed "to be processes" and success metrics.
? Reduced the number of inbound contacts during the installation
and service lifecycle stages by 32%.
? Successfully leveraged collaborative project management tools
to create and repurpose existing content for lower-cost self-service
channels and to improve the customer experience.
? Achieved targeted goal (over 82%) for First Contact Resolution
for small business customers.
? Leveraged customer feedback as a primary source of input for
process reengineering.
? Collaborated with internal innovation team to develop and
deliver workshops that introduced whiteboard brainstorming techniques
for process reengineering.
Senior Manager, Customer Experience - Multi Channel Management (2007 -
2009)
Minimized overhead costs, streamlined production process and reduced
transaction costs to optimize business processes enterprise wide. The new
strategy improved the consistency and effectiveness of service delivery and
the customer experience by spearheading multiple innovative initiatives
across business channels.
? Shifted 25% of inbound calls to self-service Web channel (Web/
IVR /eMail/Chat/ AVM) in 18 months.
? Developed and implemented pro-active communications campaign (e-
mail, Web, and IVR) that improved self-service customer experience 12
points while reducing labor costs by 38%.
? Identified key 'Moments of Truth" across customer lifecycle
from clients' perspective. Leveraged insights to eliminate pain-
points. Satisfaction Survey Scores increased by 20%.
Senior Manager eBusiness - pitneybowes.com (2002 - 2007)
Directed all operations for the corporate website. Achieved excellence in
providing customers with quality transactions delivered through least cost
channels. Initiated a Center of Excellence resulting in reduced costs,
increased message consistency, increased web traffic, and user-centric
experience.
LUCIA A. ASCHETTINO 203-***-**** Page Two
o PB.com was a recipient of B-to-B Magazine Top 30 Websites Accolade.
o Executed two major redesign initiatives that increased visits to
pb.com by over 12,000 in the first year by delivering an integrated
web experience and new eCapabilities across the customer life cycle.
o Introduced the first customer portal for an enterprise account,
General Motors, with a $450,000 budget. Project
was completed on schedule and under budget by $45,000.
? Realized 73% cost reduction by in-sourcing creative design
process for web projects.
? Integrated $1.2 MM corporate branding campaign to the on-line channel
(Banner ads, Landing Pages, Premium Content, and Interactive Content).
? Incorporated FAQ Knowledgebase on self-service portal,
increasing traffic by 125% in first six months.
Interactive Marketing Manager (2000 - 2002)
Championed Online Brand initiatives across disciplines integrating cross-
functional web properties.
? Integrated Marketing Campaigns: Web/Email/Direct/Ads - Online &
Print.
? Pb.com received "Standard of Excellence" Award in 2001 and in
2002.
INTERNET ETC. LLC, Orange, CT 1997 - 2000
Principal Consultant
Established and operated web design and internet marketing consulting firm
focused on small to medium-sized businesses.
? Created and managed websites as end-to-end solutions provider.
? Integrated marketing/operational plan and provided for search
engines optimization.
ALBERTUS MAGNUS COLLEGE -, New Haven, CT 1996 - 2000
Adjunct Professor - New Dimensions Program
Taught Courses in Money & Banking and Business Ethics.
NEW ALLIANCE BANK (New Haven Savings Bank), New Haven, CT 1985 - 1997
Investment Program Manager - Assistant Vice President
? Top Salesperson Award & Top Customer Service Award- Stocks, Bonds,
Mutual Fund Sales
? Managed P& L Department - Directed and contributed to $1.2 MM annual
fee income.
? Directed staff of 8 direct reports - sales & service roles.
EDUCATION
MBA, University of New Haven, West Haven, CT
BS, Major: Business Administration, University of New Haven, West Haven,
CT, graduated Cum Laude
PROFESSIONAL CERTIFICATIONS
Business Process Management Certification - 2011
eCornell Project Leadership 2010
PMP - Project Management Certification, November 2009
Harvard Business School - Leading Change and Organizational Renewal 2004
The Wharton School - Managing People: Power through Influence 2003
Kellogg School of Management - Business Marketing Strategies 2002
PROFESSIONAL ASSOCIATIONS AND MEMBERSHIPS
PMI Organization - Project Management Institute Organization 2009 - Present
PCWS - Permanent Commission of Woman Status - Commissioner State of
Connecticut Board 2010-Present
(FINRA) Public Industry Arbitrator, Financial Industry Regulatory Authority
Board 1997- Present
Continued Professional Teaching Standards - Served on the State of
Connecticut Board 2004- 2006
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