Strongsville, Ohio, United States
Highly qualified E-Commerce professional with successful record of software product strategy, ownership and support. Outstanding problem solving, analytical and decision-making skills with proven ability to conceptualize solutions to challenging situations and implement practical, cost-effective business plans. Characterized as a talented strategist, communicator, leader and customer relationship manager. Areas of expertise encompass: • Website Strategy & Performance Management • Offer Orchestration and Cross-sell Strategy • Client Relationship Management • Product & Design Research • Technology Needs Assessment & Solutions • Champion of Quality & Productivity Improvement • Software problem management including root cause analysis, avoidance and detection • Budget & Resource Planning • Team Building & Leadership Specialties: • E-Commerce Strategy • Team Leadership and Development • Website Management • Problem Resolution, Root Cause, and Avoidance
Responsible for Digital Marketing within the Online Sales Channel for PNC Banks authenticated Online Banking website. • Work with the online partners and lines of business to analyze, design and implement online advertising strategies. • Implement Internet advertising via Dart for Publishers (DFP) ad server. • Develop creative in support of cross-sell opportunities. • Monitor campaigns and resolve campaign discrepancies. • Manage the inventory of all ads and report on campaign performance information. • Analyze performance metrics and delivery of campaigns • Prepare campaign performance reports and post-campaign analysis. • Work with lines of business to identify, cross-sell, new sales, messaging and retention opportunities.
Lead online product strategy and performance management for retail banking and lending products. Online applications include Online Banking, Apply Online, Chat, and vendor applications. Responsible for definition and collection of Key Performance Indicators (KPI) to drive business decisions and ROI.
Managed all areas of information systems for a Fortune 500 financial institution. Supervised staff of IT analysts, developers, and quality assurance specialists supporting over 16 applications. • Planned and developed policies and procedures for carrying out computer software development and support, streamlining processes to improve efficiency. • Implemented application detection to identify recurring slowdowns and errors,which improved root cause problem identification and avoidance of customer defects. • Utilized benchmarking to track website performance against peer financial institutions, maximizing site response time. • Transformed the Application Support unit from a conduit of information to a provider of solutions. • Consulted with software and hardware vendors to solve problems and implement software proof of concepts. • Collaborated with Business partners to deliver world class website strategy. Teaming with lines of business,ensured more diverse software solutions.
Responsible for providing technical specifications and quality assurance for call center support applications of Internet Banking. • Analyzed user requirements, procedures, and problems, automating processing to improve existing computer systems. • Conducted studies pertaining to development of new information systems to meet current and projected needs, assuring diverse solutions to internal clients. • Prepared time and cost estimates for completing projects, delivering assigned projects on-time and within budget. • Directed and coordinated work of IT staff to develop, test, install, and modify programs, allowing team manager to dedicate time to team’s strategic direction.
As key interface between systems area and business area ensured that business needs were met accurately and implemented according to specifications. Directed virtual channel technology projects from data gathering through post-implementation. • Evaluated trends in the IT/Web Technologies industry, contributing innovative solutions to website design. • Reviewed industry publications and monitored business trends to determine impact of new developments on company's products. • Consulted with designated company IT personnel to disseminate information of required changes to website and participated in activities to implement those changes, assuring site design consistency. • Developed procedures and training materials for introduction and administration of new products, providing consistency of communications to customer service professionals and corporate communications.
Supervised all areas of customer service within the department. Investigated and eliminated account issues in a timely manner. Managed budget of $1.4 million. Reported to Vice President of Key Investment Inc. • Analyzed technical data for external customer service call center and utilized data in quality initiatives, including efficient staffing models. • Facilitated departmental projects, successfully implementing new product lines.