Customer Service Marketing

Overview

An accomplished senior marketing professional with experience across

several verticals including Consumer Electronics, Financial Services,

Telecommunications, Pharmaceuticals, Loyalty, Automotive, Retail and

Entertainment.

Professional Experience

Interbrand - Senior Client Services Manager- Contract

2013-2014

Clients: MNBA & Celestica

. Account lead responsible to communicate the strategic and analytical

assignments and information across to the client team

. Collaborated with the client team to formalize hypothesis and develop

strategic brand recommendations that resulted comprehensive brand re-

development roadmap

. Directed projects to improve the visual and verbal identity

improvements of logo, packaging, visual systems and usage guidelines

. Led the creation of client presentations that were instrumental to

drive their re-development brand objectives forward

Independent Consultant-Account Services

2009-2013

Clients: AT&T, Johnson&Johnson, Motorola and Burger King

. Consulted as Project Management / Account Management to provide client

solutions

. Recommended SEO Campaigns to include keyword analysis, costing and

implementation

. Created and responded to RFP documents for existing and new business

pitches

. Provided site analytics to client with recommendations for future

enhancements

. Led team to enhance TV and print campaigns with digital marketing

touchpoints (such as online banner and microsites) to ensure a

consistent customer brand experience

. Developed and implemented succesful strategic mobile applications for

existing and new customers ensuring that value and purpose was added to

the mobile application vs. the existing online desktop experience

. Reviewed and approved conceptual wireframes to ensure client business

objectives are met

. Account supervised CMS implementation of global initiative that allowed

international markets to share creative assets

. Provided site analytics and results to the client with recommendations

for future enhancements

FCB - Account Supervisor 2008-2009

Clients: TD Canada Trust, Canada Post

. Worked with high profile clients to create Project Management and

Account Management solutions

that resulted in collaborative seamless working process across all 3rd

party vendors

. Appointed as the account lead for developing and launching TD Canada

Trust's first interactive video promotion for GTA ATM's as a test

platform for national wide release

. Recommended SEO Campaigns to include keyword analysis, costing and

implementation that

resulted in the client achieving their quarterly marketing objectives

. Reviewing and approving wireframes to ensure client business objectives

are aligned and user experience integrity

. Account supervised CMS implementation of global initiative that allowed

international markets to

share creative assets

. Facilitated and created RFP documents for existing and new business

pitches

. Provided site analytics to client with recommendations for future

enhancements

Cheil Communications - Senior Account Supervisor

2007-2008

Clients: Samsung-Entertainment and It divisions

. Created annual marketing plan to enhance Samsung's performance, improve

on budgets and position both business units as leaders in the

entertainment and IT industries

. Provided direction to seek out new opportunities to expand and enhances

existing programs using the latest digital and social media tools

. Developed pursuit plans of competitors to strategically position HP's

products and services and manage the pipeline to ensure alignment with

account managers tools

. Led both divisions at FANeXpo to showcase and champion Samsung's newest

products and services

. Created and answered to RFP's in order to provided the client with the

best possible vehicles to communicate and display products tools

. Established a successful working, and consultative relationship with

the client, by developing a core understanding of the unique business

needs of Samsung their industry

Sharp Blackmore - Account Supervisor

2005-2007

Clients: Bell Mobility, Reckitt Benckiser, CDW

. Responsible for managing integrated digital and direct marketing

programs for clients.

This included customer acquisition programs executed across multiple

customer touchpoints:

website development, digital advertising, TV, print, OOH & radio.

. Recommended and successfully executed rich media ads, keyword campaigns

(Google & Yahoo),

customer surveys and viral campaigns

. Key lead on major Direct Mail initiatives providing new creative

concepts to support business objectives that exceeded client

expectations

. Managed internal suppliers and partners while maintaining departmental

budgets and timelines

Anderson DDB - Account Supervisor (U.S. Pharmaceuticals)

2003 - 2005

. Responsible for managing integrated digital and direct marketing

programs for clients that included: customer acquisition programs,

website development, digital advertising, TV, print & radio

. Launched an award winning CNN video and print testimonial regarding a

medical device that improved the lives of thousands patients across the

U.S. radio

. Learned and then later trained staff the legal components of client's

communications and products while adhering to FDA compliance radio

. Successfully executed rich media ads, keyword campaigns (Google &

Yahoo), customer surveys and viral campaigns that were executed on

time which resulted in staying within budget and successfully

communicating the brand

Carlson Marketing - Account Supervisor

2002 - 2003

. Liaison between internal sales and clients to promote and develop new

initiatives for the loyalty program

. Responsible for managing integrated digital and direct marketing

programs for clients that included: customer acquisition programs,

website development, digital advertising, TV, print & radio

. Successfully executed rich media ads, keyword campaigns (Google &

Yahoo), customer surveys and viral campaigns that were launched on time

which resulted in staying within budget and client success

. Key lead on major Direct Mail initiatives providing new creative

concepts to support business objectives and drive results

. Managed internal suppliers and partners while maintaining departmental

budgets and timelines

. Mentored up to 5 direct reports which include career growth and

performance evaluations

E*TRADE CANADA - Strategic Business Analyst

2000 - 2001

. Created and implemented strategic partner relationships including

leading alliance marketing programs and initiatives

. Key member of the development team for the first online trading

simulator that highlighted E*TRADE's services and ease-of-use

. Developed marketing promotions to increase trading activity of specific

customer segments,

such as active traders and Gold Customers

. Executed successful direct mail campaigns resulting in a base growth of

3%

Primus Canada (Formally ACC Tel Enterprises) - Manager, Loyalty Marketing

1996 - 2001

. Manager of loyalty business unit, which included creative and product

development, research and general ledger reporting

. Developed a commission structure that improved call centre response

times and dramatically increased employee satisfaction and morale

. Pitched and led the team that developed the company's first Intranet

service for call center agents. This resulted overall performance

improvement and customer satisfaction

. Strategically implemented Direct Mail campaigns, Call Centre promotions

and statement inserts,

which included creative and copy approval, managing customer service

and in house support

Specialties

Digital Marketing. Direct Marketing. Social Media. Branding. Integrated

Marketing. Communication Strategy. CRM. Website Development. SEM. SEO.

Online Advertising. Email. Newsletter. Blog. Multi-Media Communication.

Online Magazine. Product Placement. Partnerships. Promotions. Sponsorship.

Strategic Business Consultation. New Business Development.

Education

Ryerson University

Business Management - Commerce 2000-2002 -Certificate

University of Toronto

History/ Physical Education & Health - Sports Therapy 1990-1994

Courses & Additional Training

. Customer Relationship Management: CMA 2002/2010

. Internet Marketing: CMA 2002/2010

. Loyalty Management: CMA

. Communication & Presentation course: 1998/refreshed in 2005

. Customer Service Management: 1998 - 2001

. Advanced Theory and Practical Coaching - Certified: 1991-1992

Accomplishments

Swam competitively at the National and International level for Richmond

Hill, North York, and Etobicoke Aquatic clubs.

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