Sales Marketing

Gillian Osborne-Stocker

**** **** ***** ***** **********, VA 22304 301-***-**** acuent@r.postjobfree.com

client Services / relationship management expert

Innovative, enterprising and client-focused high-performer with a proven ability to delivery outstanding results including increased levels of revenue, profits and market share. Successful in executing large-scale, complex initiatives; skilled in communicating objectives. Consistently acknowledged as a visionary leader with strong team building, coaching and motivational skills. Organized planner with outstanding capability in managing multiple, concurrently running tasks.

Qualification Summary

Vendor Management

Service Delivery & Execution

Contract Negotiations

Productivity Measurement

Quality Workflow/Compliance

Team Building/Leadership

Operations Management

Project Implementation & Management

Process Improvement

PROFESSIONAL EXPERIENCE

INTERSECTIONS INC. d/b/a IDENTITY GUARD - Chantilly, VA 1999 – 2016

Publicly traded leading provider of consumer identity protection solutions in the financial services industry with maximum revenue of over $350M.

Vice President, Strategic Partnerships - 2014 - 2016

Chosen to lead the business development division to improve the interaction model and processes to increase efficiency and achieve success. Enabled the distribution of Identity Guard solutions through strategic partnership.

Accomplishments:

Executed $3.5M+ in partnership agreements with ANPAC, AJ Gallagher/NCPERS, ASU Travel, and SpiritAero.

Implemented a robust business development pipeline to reflect proposals, RFI and RFP status and to provide visibility and transparency into the requirements.

Strategically directed all business development initiatives to include: planning, prospecting, sales/pitch deck, pricing, contract drafting and negotiations and partner implementation.

Nurtured and grew key relationships with clients at the executive level to increase revenue and expand the Identity guard brand.

Vice President, Consumer Marketing - 2006 - 2014

Selected to provide leadership, business unit development, growth and management of the marketing operations group for our e-commerce business (www.identityguard.com), an all-encompassing role functioning as 3rd party vendor management, project consultants, customer management and retention and business process analysts, with an eye towards operational excellence. Ensured the planning, execution and administration of all policies, procedures and systems are in alignment with the corporate mission. Provided 100% advocacy to our internal customers (Customer Service, Marketing, Business Development, IT, Legal and Compliance, Product and Billing). Oversaw the development and execution of key corporate initiatives, new program launch, new partnerships, vendor management and marketing campaigns by driving cross-functional teams to produce quality deliverables and drive highly profitable business growth.

Accomplishments:

Increased total revenue 56%, subscriber growth 25% and lowered cost per order 25% year over year.

Executed agreements with ICT, Teleperformance and Sutherland to support Identity Guard’s program offshore. Spent months in the Philippines to provide training and operational support in preparation for launch.

Led the ‘evolution” of the Identity Guard brand to boost profitability. Project consisted of new product builds, site redesign, pricing increase and customer migration. The new “Identity Guard” Platinum product developed was awarded “Best in Class Overall” and “Best in Class in Prevention” distinction from Javelin Research, the industry authority.

Provided ongoing thought leadership and direction for critical strategic initiatives including: implementation of an e-commerce platform, attribution model (Convertro), mobile app., enrollment form, new affinity email marketing campaign system (SilverPop) and re-architecture project to switch platforms. This resulted in business growth in the areas of speed to market, reduced technology costs, expanded capabilities, increased new business opportunities, product innovation and customer experience enhancements.

Traveled internationally to train call center agents how to effectively sell Identity Guard services via outbound and inbound telemarketing.

Senior Director, Client Services - 1999 - 2005

Recruited to manage the execution of our client servicing strategy for the largest revenue generating clients; American Express, Citibank, Discover Card, Costco, Xfinity/Comcast. Key areas of focus was driving results and influencing key client decision-makers through effective communications and strategic guidelines. Directed the execution of strategic plans, focused on identifying channel opportunities and led program enhancements through coordination with cross-functional teams and external stakeholders.

Accomplishments:

Increased revenue targets by 30% year over year by continuously revitalizing the program and client relationship based on KPIs.

Contributed $10M in incremental revenue by winning Citibank’s wholesale business; a result of effective client management and communications.

Successfully partnered with AIMIA to launch the first identity theft protection solution in Canada.

Managed the primary outsourced vendor (Synergy Solutions) to ensure on-time delivery of projects and adherence to client’s requirements and SLAs.

Promoted from Senior Marketing Manager to Marketing Director of Client Services.

oGenerated revenue of more than $15M during tenure in position.

oExpanded business with existing clients by developing and managing sales and marketing program through alternative channels and segments.

oNegotiated contract terms and conditions to extend marketing activities in additional portfolios.

Verizon – Arlington, VA 1997– 1998

Marketing Manager

Recruited to execute the leading friends and family campaign initiative with effective collaboration with cross-functional teams across sales, corporate communications, legal, compliance, product development and more. Generated nearly $1B in new product revenue.

St. Anthony Publishing – Reston, VA 1997– 1998

Product Manager

Hired to manage seven medical-related newsletters and one book product driving sales and revenue via integrated marketing and sales channels. Surpassed sales goals by 25%.

Time Inc. – New York 1990– 1996

Assistant Marketing Manager – Consumer Marketing

Recruited to maintain direct contact with title leads to cultivate marketing strategies to boost subscription sales for Sports Illustrated for Kids, Book of the Month Club and History Book Club. Gained extensive knowledge in all facets of consumer marketing and program management while earning promotions within the organization.

EDUCATION

Master of Business Administration – Adelphi University

Bachelor of Arts - University of Michigan (Awarded full athletic scholarship)

AFFILIATIONS

Direct Marketing Association

American Marketing Association

Children’s Miracle Network

Bel Air Children’s Home

Alpha Kappa Psi

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