Manager Marketing

Petergaye R. Rhodes

Greater Atlanta Area 770-***-**** *********.******@*****.***

Operations Manager / Marketing Operations Manager

Confident, results-oriented operations leader. Background includes 15 years

in customer service and 10 years' marketing experience on the agency side

as well as the client side. Industries include retail, hospitality,

airline, and nonprofit. Adept at collaborating with cross-functional teams

(clients, vendor partners, marketing, IT, creative teams, production teams)

to execute marketing initiatives. MBA and B.S. in Hospitality

Administration. Core competencies include:

. Operations leadership. Proven ability to lead a team, improve operational

efficiency, and provide outstanding service to customers. At Grizzard,

managed a production team of six direct reports; improved team's response

time to client issues by 88%. At Digitas, created marketing operations

training presentation documents and delivered on-boarding training for

over 30 employees in the Atlanta office. Received great feedback and

recognition from the VP of marketing operations.

. Project management. In the past 10 years, have managed or served as a key

activity manager on 100+ projects that had budgets up to $17M, 10 team

members, and durations up to nine months. At The Home Depot, managed up

to 12 campaigns per year that lasted 3-4 months each and budgets up to

$3M. Worked diligently with the print vendors to reduce production costs

by up to 30%.

. Process improvement. At Delta, created matrices which changed the review

process of the complex credentials project to a more efficient model;

this reduced the component complexity and decreased the client, print

vendor and data vendor creative/data QC time by more than 50%. The

process was permanently adopted by the client to manage their ongoing

credentials project.

Professional Experience

2008 - 2011 Digitas, LLC Atlanta, Georgia

Digitas (digitas.com) is an integrated advertising agency and a member of

the Publicis Groupe. The company has over 3,000 employees in 32 offices and

19 countries.

Marketing Operations Manager

. Created Marketing Operations (MOPs) on-boarding materials, and data

process best practices documents that were effectively used to deliver

training to new MOPs employees and other capabilities such as marketing,

creative, and project management teams. Received great feedback and

recognition from the VP of marketing operations.

. Constructed production matrices for the Delta credentials project which

helped reduce the component complexity and decreased the client and print

vendor creative/data QC time by more than 50%. The matrix was adopted by

the client to manage the ongoing project.

. Created detailed data instructions and campaign execution specifications

to communicate to clients and vendors. Partnered with internal marketing

team to ensure data files are correctly coded with campaign and mail IDs

to facilitate accurate marketing campaign reporting and analytics and

managed the transmission of data files via File Transfer Protocol (FTP)

and electronic transmission to the email service provider and/or the

print vendor. Developed data QC procedure which increased the data file

processing accuracy by 25%.

. Directed the deployment process for The Home Depot 'Do-It-Herself' (DIH)

email program. Identified issues determined resolution, and partnered

with internal and/or external team to execute solution. Communicated

solution to the client and created process documentation to avoid similar

future issues. QC the email data files and maintained a 20% increase in

the standard accuracy rate.

. Partnered with the Delta Air Lines' Customer Insight and Analytics (CIA)

client to support the ongoing weekly trigger and ad hoc email campaigns

by building list pull diagrams in the Unica CRM marketing system.

Troubleshoot data issues with relevant vendor partners and/or the

internal Delta Technology IT support team. Determined solutions and

recommendation on ways to avoid similar issues in the future.

. Selected to participate in an 8 week assignment on the InterContinental

Hotel Group (IHG) account to serve in the capacity as a business analyst

and help in building the Unica CRM system by using their business

requirements to create use case scenarios and document customer lifecycle

experience. Quickly learned the requirements of the role and was able to

immediately contribute to the team.

2005 - 2008 Grizzard Communications Group Atlanta, Georgia

Grizzard Communications Group (grizzard.com) is a marketing and fundraising

agency specializing in the nonprofit community. It is a subsidiary of

Omnicom Group Inc. (NYSE: OMC) which is a global advertising, marketing and

corporate communications company with over 5000 clients in 100 countries.

Production Manager 2006 - 2008

. Managed a production team of six direct reports and a billing associate.

Hired, trained, coached, and developed associates to ensure they

maintained high motivation and performance levels. Provided ongoing

training to ensure associates were properly equipped to provide

outstanding service to internal and external clients. This reduced the

number of performance issues by 15%.

. Developed and shared the vision of the PRO team initiative that resulted

in a cohesive production team that effectively supported the needs of the

client services team, and improved response time by 88%.

. Created the Priority Mail (Time is Money) project with the goal of

decreasing the delay in the direct mail drop. Communicated the vision of

the initiative to the production team and guided the associates to ensure

they understood and bought into the vision. This initiative contributed

to the monthly campaigns mailing on schedule and a 20% increase in

overall client satisfaction.

. Proactively identified and resolved production issues. All reported

inconsistencies were satisfied according to contract specifications or

better; resulting in a 51% reduction in escalated production issues.

Communicated with the Client Services Director, and/or the Executive VP,

and the client on the resolution.

. Managed campaign budgets of over $15M to ensure jobs were completed

within financial guidelines. Prepared campaign budget report to

communicate campaign financial status to executive team. Reviewed

inventory status at vendor facility. Continuously evaluated inventory

items and levels to determine how to best utilize current inventory and

minimize production and storage costs.

Assistant Production Manager 2005 - 2006

. Prepared production schedules, ordered print materials and approved

artwork. Managed proofing of outside files from clients for donor

mailings. Obtained and proofed creative set up and coordinated delivery

to the appropriate vendor. Proofed preprint art, lasers, and files after

data processing to assure package codes, scan line, and ask string were

accurately appended to data based on the Recency, Frequency, and Monetary

(RFM) model. Implemented QC processes to prevent data corruption.

. Effectively communicated with the print and production vendors to ensure

they adhere to critical path schedules and managed ad hoc and specialized

jobs.

. Coordinated production processes and issues between the vendors and

Client Services team. Actively maintained daily contact with vendors to

coordinate and monitor the work flow of jobs through the production

process.

1999 - 2004 The Home Depot Atlanta, Georgia

The Home Depot is the world's largest home improvement specialty retailer

with stores in all 50 states, the District of Columbia, Puerto Rico, U.S.

Virgin Islands, 10 Canadian Provinces, Mexico and China.

Home Depot Credit Services, Marketing Coordinator 2002 - 2004

. Managed up to 12 campaigns per year that lasted 3-4 months each and cost

up to $3M. Effectively managed the campaigns simultaneously from

inception to post analysis, and ensured they were completed according to

the stated deadline and within budget. Worked diligently with the print

vendors to exceed quality standards; negotiated with them to reduce

production costs by up to 30%.

. Improved the production of the marketing inventory collateral and the

direct marketing materials by effectively managing the relationship with

the print and creative vendors and communicated the creative direction to

the agencies. Communicated with internal and external groups to ensure

the company branding was appropriately represented on collateral pieces

according to the established standards and within legal compliance.

Reviewed art for accuracy and provided approval on direct marketing

collateral for production.

. Assertively communicated the print standards to the vendors and attended

press checks to ensure these standards were maintained. This resulted in

the production of collateral material that consistently exceeded the

customary standards - and decreased production costs by 30%, or $500,000.

Home Depot Credit Services, Credit Resolution Specialist 2001 - 2002

. Trained contractor call center associates to ensure they maintained

professional communication with the customer. Also monitored the

associates' communication via phone and letters to the customers, to

ascertain that they adhered to the established customer resolution

procedures.

. Constructed 'Presidential' response letters to customers who wrote with

credit concerns to the company. Developed and implemented solutions that

addressed the needs of the credit customer and ensured a continued

relationship with the company.

Home Depot Vendor Support, Vendor Support Associate 1999 - 2001

. Facilitated on-site vendor meetings and communicated with vendors on ways

to improve their billing processes.

. Recognized for professionalism in communicating with vendors, peers, and

senior team.

Early Career

. Front Office / Night Audit Supervisor Wyndham Gardens Hotel

Atlanta, Georgia 1996 - 1999

. Reservation Sales Call Center Associate Marriott Reservations

Atlanta, Georgia 1994 - 1996

Education and Computer Skills

M.B.A. Kennesaw State University, Michael J. Coles College of Business

Kennesaw, Georgia 2004

B.S., Hospitality Administration Morris Brown College Atlanta,

Georgia

. Graduated cum laude

Computer skills: Microsoft Office Suite

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