R. Craig Feeck
*** ****** ******* **** ***: 626-***-****
Glendora, CA 91741 Email: abkp7j@r.postjobfree.com
PROFILE
Senior e-commerce and product strategy leader with exemplary analytical
skills and over 15 years of experience driving revenue growth and operating
efficiencies for innovative product and service organizations. Adept at
spearheading product development from concept through launch, improving
customer retention and loyalty and increasing operating efficiencies.
Expertise includes P&L management, strategic planning, competitive and
market research, in-depth analysis, customer relationship management,
loyalty and retention, online marketing, product development and launch,
operations and finance, network infrastructure, and customer support.
Master analyst with a rich background in data mining, statistical analysis,
and marketing optimization. Skilled communicator able to harness technical
expertise and business knowledge from diverse, cross-functional teams of
people to consistently surpass corporate expectations.
EXPERIENCE
Real Networks, Seattle, WA 2008 - 2009
Provider of digital entertainment and creator of Rhapsody, the leading
digital music subscription service
Independent Consultant, Rhapsody America Business Unit
Responsible for advising senior staff on core business initiatives,
including customer retention strategy, customer research, and online
marketing
. Created and implemented a customer retention program, resulting in a 30%
reduction in billing churn in Rhapsody To Go product and a series of new
pricing plans
. Designed customer segmentation strategies using custom surveys and
consumer listening behaviors to improve new customer acquisition methods
. Optimized online marketing programs to increase customer lifetime values
by restructuring online order paths, offer testing, and response analysis
and adjusting relationships with partner channels
EarthLink, Inc., Pasadena, CA 1996 - 2008
Provider of award-winning Internet access and communication services to
millions of customers
Director, VoIP Product Strategy
Responsible for managing a $100 million budget, P&L, and operations for the
deployment of a telephone/data network
. Planned and implemented a $40 million expansion of the EarthLink/Covad
DSL2+ network in over 500 central offices in 9 major markets to create
the nation's largest DSL2+ network and provide the first DSL2+/VoIP
consumer bundle to 12 million households
. Led the 'Voice Profits' tiger team in revamping operating and
provisioning protocols in the EarthLink/Covad partnership, which reduced
product installation costs by 30%
. Doubled marketable footprint by designing a geo-targeted consumer
marketing model
. Commissioned customer surveys and implemented custom research from an
internal data warehouse
Director, Product Loyalty and Retention
Responsible for leading a cross-functional team of analysts and operations
professionals in identifying and capitalizing on opportunities to increase
customer retention and product loyalty
. Designed the firm's first customer retention program, which reduced
dialup churn by 20% through predictive models and the implementation of a
campaign management system and saves program for the customer support
division
. Developed SAS-based predictive models that isolated key churn drivers,
including customer demographics, product adoption profiles, payment
history, customer service experience, and Internet usage patterns
. Crafted dynamic tools for measuring retention characteristics and
profitability metrics of sales and marketing channels to identify
opportunities for further investment and to eliminate fraud and abuse
Director, Network Operations
Responsible for overseeing financial planning for corporate network
operations and infrastructure management and crafting financial strategies
for contract negotiations
. Designed and implemented strategies to reduce network access costs for
consumer dialup business by over 70%
. Created network management systems to optimize operating costs and the
performance of a dialup network covering over 10,000 access points
nationwide, which contributed to a 50% reduction in consumer network
failures over a two year period and a 50% reduction in cost of goods sold
Analyst, Corporate Strategy
Responsible for analyzing corporate merger and acquisition opportunities
with a focus on partnerships with leading telecommunications firms and
performing analysis of corporate cost reduction initiatives, particularly
programs to reduce fraud and telecommunications costs
Bell Atlantic Corporation, Silver Spring, MD 1993 - 1996
Broadband and telecommunications firm now known as Verizon Communications
Programmer/Analyst
EDUCATION
Bachelor of Science, Information and Decision Systems, 1993
Carnegie Mellon University, Pittsburgh, PA