Experience

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  Wells Fargo

  • San Francisco Bay Area

  • Marketing Program Manager

    • Jul 2018 - Present
    • San Francisco Bay Area
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  Synchrony

  • San Francisco

  • Brand Manager, Marketing - Banana Republic Card

    • 2016 - Jul 2017
    • San Francisco

    Responsible for all areas of credit lifecycle marketing that included working with client to manage credit program, consulting on marketing strategies, and driving card loyalty. Responsible for developing CRM strategy, including early card activation, usage, and retention for Banana Republic bran...

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  Union Bank

  • United States
  • Banking
  • 700 & Above Employee

  • Vice President, Senior Marketing Project Manager

    • 2011 - 2016

    Worked on Sponsorship, Event, and Integrated Marketing Campaigns for the Commercial and Retail teams, in addition to projects associated with the daily operations of the overall marketing department. Implemented projects to improve business processes, technology enhancements and to ensure a positive customer experience Owned, lead and maintained the overall health of multiple, concurrent projects including plans, issue logs, key decisions, and open action items (post meeting follow-up). Created project plans and briefs, scopes of work, and managed the cross-functional implementation of the plans including creative development and approval. Provided creative and copy writing direction to internal/external agency & partners.

  • Vice President, Existing Customer Marketing Contact Strategy

    • 2009 - 2011

    Managed a team of 2 Marketing Managers responsible for the execution of direct multi-channel campaigns to customer base, both regulatory and marketing related and acquisition and retention oriented; responsible for determining and achieving most successful integrated tactic mix given budget, channel capacity and overall goals. Partnered with cross-functional teams to support acquisition planning and identify optimal marketing opportunities through competitive analysis and market research. Created multi-channel new checking customer Onboarding strategy that served as a blueprint for other customer segments.

  • Vice President, Retail Marketing

    • 2008 - 2009

    Oversaw consumer and business product marketing. Developed annual marketing plans, launched new products, and designed acquisition, cross-sell and retention marketing programs for the bank. Supported launches and business goals by developing integrated campaigns across digital, mobile, social media, radio, and print. Partnered with Analytics team to build targeting models based on behavioral metrics, improving average response by 30%. Worked with the product team to identify strategic marketing opportunities, [improving] sales and persistency, while simultaneously increasing customer satisfaction and sales opportunities. Directed negotiations with vendors and developed yearly marketing plans, budgets and forecasts. Addressed enhancing of the Customer Experience, ensuring all customer-facing interactions are consistent in language, content and quality ensuring single, driven and targeted message to customers.

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  Washington Mutual Card Services

  • San Francisco Bay Area

  • Assistant Vice President Loyalty Product Innovation

    • 2006 - 2008
    • San Francisco Bay Area

    Worked on a team responsible for the marketing and management of WaMu’s $3 billion rewards credit card portfolio from acquisition through retention.  Evaluated new initiatives and determined business prioritization using enterprise strategies, customer and industry analyses, technology developme...

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  Providian Financial

  • Marketing Director, Partnership Project Marketing

    • 2003 - 2006

    Liaison for multiple partnership programs such as Home Shopping Network. Role included multi-channel acquisition (online & offline) management, portfolio management, and relationship management. Led cross-functional teams in the implementation of new programs across all departments of credit card business, including operations, systems, credit, finance, accounting and legal. Developed and maintained yearly marketing plans, budget and account forecasts; provided marketing communications and strategy support to ensure consistent, cross-channel messaging. Aided in the development of monthly acquisition and creative campaign strategies primarily through direct mail, web and television; wrote creative brief and business requirements, collaborated with advertising agency on the review and approved of all developed creative’s resulting in the improvement of response rates by 15% and reducing CPA by 20%. Trained internal and partner call center agents and developed incentive programs to help drive card acquisition and card usage. Ongoing performance analysis and strategy development to optimize marketing and promotional spend effectiveness. Present and sell-in strategies to client management. Developed product enhancement strategy based on customer behavior and competitive analysis. Optimized customer targeting and segmentation leading to a 20% lift in response rates.

  • Inbound Channel Project Manager

    • 2000 - 2003

    In the role of Inbound Channel Manager, directed the membership product sales process for five high volume customer sales and service phone centers that served approximately 3 million registered credit cardholders.

  • Senior Manager, Call Center Operations

    • 1999 - 2000

    Managed day to day operations of the Acquisitions phone call center with direct responsibility for 7 Unit Managers and 100+ Customer Service Representatives Provided inspiration, focus and leadership to ensure that the teams provided quality and timely service Created new strategic hiring and team building processes in order to achieve operational excellence

  • Unit Manager, Sales & Service Call Center

    • 1997 - 1999

    Recruited, developed, coached, mentored and managed a team of representatives, developing them into a high performance team that was instrumental in achieving corporate revenue and earning targets Maintained a track record of producing substantial sales through improved customer relations and staff development Developed and implemented incentive programs to increase employee recognition and retention while promoting an achievement oriented culture Owned the development of processes and procedures to manage daily, weekly, and monthly team productivity and quality. Procedures included call monitoring, report development, program procedural changes, ongoing training and proactive communications in an attempt to build greater customer and employee satisfaction, loyalty and retention. Handled escalated concerns from customers and provided solutions to difficult situations

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  Benefit Consultants, Inc.

  • San Carlos, CA

  • Director

    • 1991 - 1997
    • San Carlos, CA

    Worked with various Credit Union Presidents/Managers to develop mutually beneficial marketing relationships with strategic alliances; supported the sales department in the attainment of new business; and acted as Creative Manager to develop strategies for acquisition and usage Successfully devel...