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Manager Customer Service

Germantown, Tennessee, 38139, United States
March 29, 2011

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Susan Harris Terry

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

Germantown, TN 38139


Summary of Qualifications: Marketing Manager

• Significant experience in all aspects of marketing including: creation and analysis of quantitative and qualitative market research, product development, customer database marketing, market planning and promotion, strategic planning, delivery channel management and training.

• Diverse skill set to manage broad spectrum of marketing responsibilities from data gathering and analysis, strategic planning and promotions to product development and management presentation. Possess strong analytical and analysis skill set in order to determine customer needs and perceptions for bottom line enhancement.

• Extensive knowledge of web site development and management, web strategies, social media, e-mail marketing and emerging technologies.

• Experienced leader and self-starter with excellent communications and presentations skills

• Significant experience with call centers, customer service, delivery channel strategy, brand development.

• Currently a small business owner, providing a client perspective into the small business market.

• Highly proficient with Windows, MS Office Suite, Google Analytics, Facebook, Photoshop

First Tennessee Bank


Division Manager - Online Financial Services

Lead cross-functional team in development and management of Online Financial Service division including all aspects of IT, operations, strategy, marketing and promotions, personnel and budget. Managed all strategic and tactical components for the development, introduction and day to day management of online banking and bank web site including; system software, systems integration, operations, marketing, call center, customer service, strategic planning and budgeting.

• Recruited and managed web development team responsible for content, feature/function and brand appearance for web site and online bank. (Both First Tennessee and First Horizon)

• Responsible for a $ 6 million budget with 60+ employees and up to 7 direct reports

• Rated the top online bank and web site by independent rating companies

• Received high customer satisfaction and retention levels with bank customers

• Responsible for performance reporting and strategic planning reporting to executive management and Board of Directors. Member of senior management team.

• Member of National Strategy team for First Horizon. Team responsibilities included national branding, marketing strategy, distribution and delivery channels

• Special projects: Assigned to preside over bank-wide taskforce to evaluate initial phone and pc banking strategy options, managed bank-wide initial implementation of privacy policies, member of integrated delivery systems task force and Y2K senior team. Also, Chairperson of First Tennessee’s United Way fundraising campaign.

Manager – Consumer Market Manager

Added responsibility of Deposit Product Management primarily focused on Checking, Savings and CDs products

• Lead the product development effort to introduce a new checking and savings accounts to enable customizable tiered checking and savings products for consumers and businesses.

• New product development based upon customer research and sales line input

• Became the leading checking and savings account products sold for over a decade

• Worked with corporate ad agency on advertising strategy and tactics

• Member of Pricing Committee

• Special projects: Worked on repositioning strategy culminating in “All Things Financial” tagline.

Manager - Customer Information

Responsible for the bank’s Marketing Customer Information File database (MCIF) using Customer Insight Analytics company. Responsibilities included vendor selection and management, information systems coordination and management, strategic data identification and collection, database development, bank reporting and application.

• Expanded the capabilities and reduced cost by bringing process in-house, enhanced quality by expanding frequency of data capture and reporting, increased points of data capture, analysis capabilities and bank-wide use and dissemination.

• Implemented data driven targeted direct mail program

• Worked with finance department to provide “profitability” data on customer segments

• Worked with branch personnel in using data for point of sale initiatives and promotions

• Special projects: Trained commercial sales officers and management on Cohen Brown Sales Management Program

Manager - Market Research –Business and Consumer

Responsible for vendor selection, development and analysis of all bank-wide primary and secondary research. Developed research budgets, contracted with research vendors to determine primary research and tracking criteria and parameters for surveys and focus groups. Disseminated research information and tracking data corporate-wide including to the CEO and board of directors

• Expanded the scope of the department and lowered the cost by hiring in-house expertise in customer surveys and focus groups

• Enhanced the scope and utility of the Market Research Department through quantitative and qualitative research methodologies.

• Tracking reports included share, satisfaction, preference and other similar components monitored on a regular interval

• Managed syndicated research providers including Forrester, Gallup, Council on Financial Competition.

• Special projects: Customer support in FT booth at Cash Management trade shows; planned large social event for national Cash Management function.

Market Research Analyst – Business Market

Conducted, analyzed and disseminated research on the business market for small, medium and large businesses to better facilitate market strategy development and relationship manager performance.

Malone and Hyde


Market Research Analyst- Site selection

Responsible for market assessment for new supermarket locations, expansions and acquisitions. Research included market place population and income analysis, competitor store spotting and analysis, report development and recommendation. Information was used to extend funding decisions. Required extensive travel.

Education and Training

Memphis State University – Bachelors Degree

Completed all marketing classes during course work for MBA

University of Colorado – School of Bank Marketing

Bank Marketing Association

UC Berkley – Customer Satisfaction Management

Council on Financial Competition

Forrester Research

American Bankers Association

Tennessee Bankers Association

Leadership Training and other In-house training programs



Member Germantown Chamber of Commerce

Member Professional Photographers of America

Member Tennessee Professional Photographers

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