Customer Service Manager

Diane M. Pisciotta *** Crosby Court #*, Walnut Creek, CA 94598

***/***-****, **************@*****.***

Objective

To apply my strategic Project Marketing and Customer Management expertise, combined with my

innovative messaging skills, to build customer engagement, loyalty and brand awareness while

achieving corporate goals.

Accomplishments

• Created new integrated marketing initiatives used as touch-points in the account life-cycle,

promoting customer engagement

• Increased brand awareness, customer program enrollment and credit card activation,

contributing to overall revenue growth

• Collaborated with internal and external stakeholders to solidify marketing efforts and develop

cohesive strategies, which resulted in cost savings

• Developed an internal tracking system for corporate-wide marketing campaigns, ensuring

flawless execution and a seamless process

Experience

Product Manager II, Marketing Consultant II, Wells Fargo Bank, N.A., Concord, CA

July 2008 to present

• Management position accountable for customer-centric marketing to new and existing business credit

card accounts. • Develop strategic loyalty and retention marketing campaigns for several lines of

business, which involved writing, proofreading and approval on deliverables. • Increase card activation

and credit card usage with recurring sponsored and standard marketing campaigns using specific list

segmentation. • Interface with Risk Management, Compliance and Legal departments to ensure best

practices in all areas of customer management. • Produce new business cases and monthly business

reports summarizing the response results and expenses/revenue on tested and ongoing promotions.

Print Production Manager, Marketing Consultant I, Wells Fargo Bank, N.A., Concord, CA

October 2005 to July 2008

• Materials management for all business credit card product groups, which required monitoring daily

inventory, developing, proofreading and editing creative and providing final approval on deliverables. •

Vendor management and verification of printing, shipping, receiving, prompt distribution and billing. •

Project management for all required legal disclosures which required multi-tasking and re-shifting

priorities.

Group Circulation Manager Audience Development, CMP Media LLC, San Francisco, CA

April 1992 to June 2005

• Directed Healthcare magazine circulation (U.S. and International) for 8 business- to-business

publications and managed all customer subscriptions. • Strategically modified circulation demographics

to increase advertiser interest and build ad revenue. • Developed email communication as a new

marketing tool which expedited circulation changes and increased subscriber response. • Analyzed

changing business goals to increase the total number of qualified request subscribers to 100%,

demonstrating customer loyalty. • Supervised 2 assistant managers in fulfilling product management

tasks.

Education

UC Berkeley, BA degrees in English and Italian literature - Double Majors - 1989 to 1991 Berkeley,

CA Business Marketing Online Course - Completed January 2010 Diablo Valley College, Concord, CA

Visa International Business Credit Card Program June 2011 Denver, CO Franklin Covey “7 Habits of

Highly Effective People” Course - April 2007 San Francisco, CA Skills Proficient in Microsoft Office,

First Data Systems, Account Life-cycle Management, Brio, SharePoint, TSYS, Axciom

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