Customer Service Development
Resume:
Roseanne M. Landay Pacific Palisades, California 90272
********@*****.***
Strategy ~ Corporate Development ~ Social Media
Significant experience identifying, developing, & implementing
growth strategies for Fortune 500 & high growth organizations
Work Experience
PLEASANT HOLIDAYS, Director, Strategy & Business Development and Social Media, 2007 –
Current
• Corporate Development: Reporting directly to CEO, responsible for corporate affiliate and partnership
development including new partner identification, relationship building, RFP development, negotiations,
contracting, implementation and relationship management. Established partnerships with The Travel Channel,
PayPal, Voyij.com and others.
• Social Media: Responsible for growth and management of social media properties. Developed and
implemented company’s social media strategy, leveraging web 2.0 tools such as Twitter, Facebook, Blogs and
more, for increased brand awareness, growth of customer base, and increased revenue. Named Top 21 Travel
Twitterers by Conde Nast Traveler magazine.
• Technology Implementation: Co-chair of multi-year technology project for replacement of core reservations
system and development of new user interface, website and content management system. Responsible for
project management and management of multiple external vendors and consultants.
• Product & Brand Development: Responsible for market roll-out of new travel products & brands. Manage
cross-functional teams, from operations to marketing, ensuring successful, on-time implementation.
• Consumer Direct Strategy: In charge of developing and implementing strategies for expansion of
company’s 50-year old B2B business model to include and grow direct consumers.
BANK OF AMERICA, First Vice President, Corporate Development & Strategy, 2005 – 2007
Corporate Development: Led the identification, analysis and evaluation of growth and diversification
•
opportunities. Key sectors include credit cards, auto finance, and commercial real estate. For example, created
strategy for credit card and rewards program with projected revenue growth of $8.3 million in 5 years. Managed
primary research and focus groups; validated financial model; led RFP process; managed external consultants,
and; guided contract negotiations for improved terms and asset ownership flexibility.
Strategy: Relationship Manager to senior executives of corporate subsidiaries: Bank, Capital Markets, and
•
Insurance. Responsible for strategic project identification, issue resolution, and corporate alignment. Managed
strategy formulation and planning process, defined priorities based on organizational and market context, and
developed plans for growth. Developed corporate-wide customer value strategy, identifying opportunities for
increased customer profitability through cross selling and improved customer retention. Led cross-functional and
external project teams. Managed strategy and planning team of 6 colleagues
SORATA CONSULTING, Strategy Consultant, 2003 - 2005
Strategy & Finance: Assisted entrepreneurs in preparing companies for private investment / acquisition.
•
Developed and performed road shows targeting potential investors and acquirers.
Strategic Planning & Market Analysis: Created market feasibility and strategic plans for international
•
companies and non-profit organizations.
CITY NATIONAL BANK, Vice President, Strategic Planning, 1997 – 2003
Corporate Development & Strategic Planning: Identified, developed and implemented plans for revenue
•
growth & diversification focusing on banking, asset management, brokerage, and insurance. Developed strategies
for new business lines, improved market positioning, product development and enhancement, organizational
development, increased productivity, and change management. Member of Executive Management team.
Acquisition Analysis & Market Entry Strategy: Identified, analyzed, and recommended acquisition
•
candidates. Analyzed industry revenue streams, trends, and structures as well as internal opportunities and
challenges. Developed P&L financial forecast models.
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691 N. Las Casas Avenue, #2
Roseanne M. Landay Pacific Palisades, California 90272
********@*****.***
Marketing: Managed marketing programs for new initiatives. Responsible for business development, industry
•
networking, sales presentations, prospect database development, advertising & collateral, direct mail programs,
and website development.
Project Management: Established and led cross-functional teams for the implementation of divisional &
•
corporate initiatives. Select projects included: targeting Entertainment & Technology convergence companies;
attaining dominant market position as the financial services provider to the legal industry, and; designing and
implementing a leadership & management development program for long-term growth & profitability.
KNOWLEDGE EXCHANGE, Director, Product & Business Development, 1996 - 1997
Product Development: Developed multimedia product extensions for Michael Milken technology start-up
•
company. Recommended and implemented market entry strategies.
Business Development: Identified and pursued potential customers and corporate alliances.
•
MONTGOMERY & ASSOCIATES, Consultant, 1994 - 1996
Strategy Development: Formulated new market entry strategies and strategic plans for technology and
•
media companies. Performed competitive analysis of acquisition and joint venture candidates.
Financial Modeling: Designed P&L financial models for feasibility and profitability evaluation of proposed new
•
products, marketing strategies, market entry options, and company revenue targets.
Organizational Restructuring: Streamlined departments and reporting system for workflow efficiency.
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Designed plan for establishment of customer service division.
Product Development: Proposed new products and performed qualitative and quantitative analyses of
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projected product profitability and fit with company core competency.
Marketing & Advertising: Realigned sales incentives with company strategic goals, department productivity
•
targets, and advertising costs. Analyzed advertising models for on-line publishing industry.
INTERNATIONAL TRADE COMMISSION, Analyst, (Graduate School Internship) 1993 - 1994
Industry & Competitive Analysis: Researched growth of information technology industry and
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recommended potential government initiatives for increasing foreign trade.
COOPERS & LYBRAND, Consultant, (Summer Employment) 1993
Business Development & Export Promotion: Identified Pacific trade and investment opportunities for
•
U.S. businesses. Assisted U.S. businesses in partnering with foreign importers.
FODOR'S TRAVEL PUBLICATIONS, Author, (Undergraduate Employment) 1990 - 1991
Writing: The Berkeley Guides: On the Loose in the Pacific Northwest & Alaska 1993, 1st edition. Wrote and
•
edited book resulting from independent travel, interviews, and research.
Education
JOHNS HOPKINS UNIVERSITY, SCHOOL OF ADVANCED INTERNATIONAL STUDIES (SAIS),
Washington, D.C. & Bologna, Italy
• M.A. International Economics & International Relations, 1994, (GPA 3.7/4.0).
• Focus on International Trade and Information Technology.
• Additional coursework in Business, Finance, and Financial Planning at UCLA.
UNIVERSITY OF CALIFORNIA, BERKELEY
• B.A. magna cum laude with additional Honors in History, 1991.
• Educational exchange student: University College Galway, Ireland, 1989-90; Inter-University Center, Dubrovnik,
Yugoslavia, April 1990.
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691 N. Las Casas Avenue, #2
Roseanne M. Landay Pacific Palisades, California 90272
********@*****.***
Social Media Properties
• The Travel Social: Exploring the use of social media in the travel industry
o http://twitter.com/TravelSocial
o http://travelsocial.blogspot.com
• Pleasant Holidays
o http://twitter.com/PleasantHoliday
o http://www.facebook.com/home.php?#/pages/Pleasant-Holidays/520********?ref=ts
o http://pleasantholidaysllc.blogspot.com
• LowestAirfares.com
o http://twitter.com/LowestAirfares_
o http://www.facebook.com/home.php?#/pages/LowestAirfarescom/676********?ref=ts
o http://lowestairfares-com.blogspot.com
International Experience
• Lived in Europe for two years.
• Traveled independently & extensively in over 40 countries.
• Knowledge of Spanish, French, & Italian.
Additional Experience
• Speaker, “How Can You Deploy Social Media to Improve Distribution?” EyeForTravel Travel Distribution Summit,
North America, Sept 16-17, 2009.
• Volunteer Policy Advisor to Bobby Shriver, Santa Monica City Council. Collaborated with Shriver, (Mayor Pro
Tem, 2005-06), in identifying issues of concern to SM constituents and developed policy positions. Conducted
outreach with leaders of non-profits and government and key decision makers. Achieved campaign goal of
receiving more votes than any other candidate.
• Author, The Berkeley Guides: On the Loose in the Pacific Northwest & Alaska 1993, 1st edition.
• AYSO Soccer (Volunteer Coach)
• Project Management, silver-level FASTER certified, 2006
• American Management Association (select coursework)
• Association for Strategic Planning
• Women in Technology International
• National Association of Business Economists
• SAIS Alumni
• UC Berkeley Alumni
• California Beach Volleyball Association
• Yoga, Snowboarding, Running, Hiking, Travel
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