Marketing Customer

BRIAN A. KRYZANSKI

* ******** *****

Oxford, CT *6478

Home: 203-***-**** Cell: 203-***-****

Email: *****@*******.***

LinkedIn Profile: http://www.linkedin.com/profile?viewProfile=&key=21347094&trk=tab_pro

Over ten years of experience directing and managing loyalty marketing programs

PROFILE:

with a focus on revenue growth, revenue retention and major reductions in

customer churn/turnover.

• Strategic visionary, identifying and capitalizing on business growth

QUALIFICATIONS:

opportunities.

• Excellent leadership skills, providing clear direction and guidance.

• Outstanding operational management skills, taking ideas from start-up to

successful fruition.

• Strong advocate of teamwork, customer excellence and positive change.

• Highly skilled public speaker, coach and motivator.

• Genuine passion for pursuing customer excellence.

WORK EXPERIENCE:

2003 - Present CHARTER COMMUNICATIONS, Newtown, CT

The nation's fourth largest cable company offering advanced communications

including video, high-speed internet and telephone.

2007 - Present

DIRECTOR OF LOYALTY MARKETING,

Corporate 6 Million Customers

• Launched first industry rewards program, leveraging programmer

relationships to offer inspirational and aspirational awards.

• Reduced customer turnover/churn from 25% to 12.5%, retaining $15 million

to $20 million in annual revenues.

• Recognized as the first cable industry to implement a comprehensive, fully

web based interactive loyalty marketing program.

• Direct a staff of two Managers and 50 call center professionals with an

operating budget of $5 million.

• Oversee two call center operations including "welcome calls" and "trouble

follow-up" calls.

• Designed and implemented a proactive versus reactive call center concept to

assure customer satisfaction levels at time of initial installation, and

immediately after service calls, to demonstrate our commitment to customer

excellence.

• Use customer call outs to capture consumer data, feedback, relevant trends,

and psychographic data, gaining insights into consumer preferences and as a

means to establish customer profiles.

• Utilize consumer insights and trends to identify opportunities for corrective

actions, and continuous quality improvement to strengthen customer

relationships.

• Work cross-functionally in a matrix structure with internal departments to

share market intelligence, building consensus for positive change.

• Work with executive management on design, layout, technology, staffing,

policies and procedures for call center operations and loyalty marketing

concept.

• Positioned loyalty marketing team as solution providers to increase value to

customers.

• Established customer-focused partnerships, sharing ownership and

accountability for achievement of customer expectations.

• Positioned call out/loyalty marketing as a "Best Practice" operation, resulting

in corporate-wide implementation.

BRIAN KRYZANSKI Page 2

Resumé Continued

WORK EXPERIENCE: (Continued)

DIRECTOR OF LOYALTY MARKETING (Continued)

• Selected as a frequent public speaker to share success strategies, as well as

methods of employing effective loyalty marketing programs.

MANAGER, East Division, Newtown, CT

• Directed a staff of 40 employees covering call center operations and strategic

marketing.

• Developed multiple methods of gathering market intelligence, including

customer surveys and focus groups.

• Used market intelligence to identify availability of products and services with

high revenue growth potential.

• Developed and implemented new product launches covering DVR's, HD and

boxes.

• Increased annual revenues from available products from $1 million to $3

million.

• Implemented loyalty marketing programs to reduce customer churn, while

increasing revenue growth.

• Shared market intelligence with sales and product development departments

and worked in collaboration with internal teams to spearhead program

implementation.

1998 - 2002 CUZZ COMMUNICATIONS, Derby, CT

Satellite television and audio/visual entertainment systems.

DIRECTOR OF MARKETING/CO-OWNER

• Recruited by company CEO to direct marketing functions for a start-up

communications company.

• Developed and implemented marketing strategies to identify niche markets.

• Established strategic alliances with Sears, Best Buy, Circuit City and Radio

Shack, using partnerships to reach target audiences.

• Expanded operations to retail sales of Direct TV, Dish Networks, cell phone

carriers, and audio visual products.

• Developed and implemented a loyalty marketing program using multiple

incentives to retain over 90% of established accounts.

1994 - 1998 HB COMMUNICATIONS, North Haven, CT

Customer audio/visual solutions.

ACCOUNT EXECUTIVE

• Established client relations throughout the Northeast.

• Used effective market penetration strategies including cold calls, seminars and

live demos.

• Sold over $5 million in products/services each year.

EDUCATION: WESTERN CONNECTICUT STATE UNIVERSITY

Bachelor of Science in MARKETING

Pursuing a Master of Science in CUSTOMER RELATIONSHIP

MANAGEMENT

Dale Carnegie High Impact Presentations, 2008

References

"Brian brings a tremendous amount of energy, creativity and direction to building from the

ground up a very successful loyalty initiative for Charter. He was instrumental in moving the

program forward from a strategic perspective and has driven many of the concepts, value

propositions and success the program has recognized to date. Strong candidate if you are

looking for someone with a successful track record and who brings the types of ideas that

loyalty/retention programs must have in today’s very competitive, dynamic and demanding

environment."

Michael Charron, Vice President - Strategic Database & Marketing Services

"I have known Brian as a colleague and peer in the Loyalty Marketing business. He is well

respected in his vertical industry and for his leadership in developing and launching a

groundbreaking loyalty program for Charter Communications named "Live It with Charter™".

I have heard Brian present at conferences and find him to be confident, knowledgeable, and

in command of his subject regardless of the venue or size of audience. If I were building an

executive team, Brian would be a top ranked choice to fill one of the key roles."

Bill Hanifin, Managing Director, Customer Growth LLC

"Brian's comprehensive understanding of customer loyalty / engagement is amazing. He is a

passionate advocate of effective loyalty program development. The more I speak with Brian

the more I realize he is a great champion for the industry."

Mark Johnson, President and CEO, Loyalty Expo

"Brian is the person I turn to in all matters related to customer retention and marketing. His

experience is unmatched and his ability to solve problems can only be described as superb.

Brian's achievements speak volumes about his determination, flexibility, and ability to tackle

any situation methodically always resulting in a successful outcome. I recommend Brian

without hesitation to any company that requires his services."

Christian Yanarella, Defense Technology Consultant, SND Electronics

"Brian is a results-oriented leader who has demonstrated the ability to move projects from

concept to successful completion. His substantive background in customer care and loyalty

marketing has only deepened in the time that we worked together designing, launching and

managing Charter Communication's East Division loyalty program -- a program that has now

expanded into a key company-wide initiative for customer engagement and retention. Brian is

willing to lobby and fight for projects that he believes in, and knows how to build a solid

business case and garner the consensus needed to move a project forward in an

environment with several stakeholders."

Bob Moorhead, VP, General Manager, Epsilon

"I have had the pleasure of working with Brian on the Loyalty Program for Charter

Communications- Live It with Charter. Brian's expertise in loyalty marketing has been

instrumental in the strategic development and growth of this program. His collaborative style

of management has made the partnership seemless."

Doug Eckelkamp, Director, Relationship Manager, Epsilon

"I've worked with Brian for approximately four years and have seen him climb the ranks in our

East Coast Division office. I have been located in a field office for most of this time and each

time I've worked with Brian on a project, the process has been seemless and project always

delivered positive results. Brian is a pleasure to work with, and I Never have to follow-up with

him on outstanding items."

Adam Ray, Senior Director of Sales & Operations, Charter Communications

"I tapped into Brian's expertise in loyalty marketing to speak at several industry trade events.

He was an excellent presenter and the audience found his remarks to be both informative

and engaging."

Jill McBride, Owner/President, JZMcBride & Associates

"Having known and worked with Brian for over 5 years now, I have witnessed first hand his

ability to take a project from an idea to a thriving success. Starting with just a concept of

increasing customer loyalty and rewarding our long time customers to the first in our industry

Live It with Charter customer appreciation success that it is today was impressive to watch.

Brian is able to cut through the drama and assemble a team that is focused on results and

has the freedom to do what they do best. Brian’s philosophy is that what was good enough

before will not necessarily be good enough

tomorrow, and as such focuses on continuous improvement and employee development. He

practices what he preaches by ensuring that he updates his skills by seeking out and

participating in activities and development opportunities that force him outside his comfort

zone. His counsel has served me well over the years providing a perspective that I may not

have considered, allowing me to make smarter choices for me and my team. Brian excels at

looking at situations objectively and asking the questions that cause you to reflect and be

sure that all potential issues are considered."

Mary Chinn, PHR, Div Director of Training & Development, Charter Communications

Contact Brian on LinkedIn

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