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Quincy, MA

Accomplished marketing professional with proven success in the development, forecast, budget,
execution and analysis of consumer and business programs. Experienced in overseeing strategic plans,
reducing expenses, and improving processes and systems. Results driven, able to lead highly productive
cross-functional teams, and manages multiple tasks with strict attention to detail.
Product Management
Customer Winback

Revenue Growth
Campaign Management
Customer Relationship

Strategic Planning
Sales & Implementation
Account Management


1980 2015

Senior Marketing Manager Planning & Strategy

2008 - 2015
Developed, implemented and managed several strategic revenue generating programs across the
Verizon footprint. Delivered robust, integrated promotions across all consumer marketing and sales
channels to consistently surpass acquisition goals.

Managed Bill Media, Direct Mail, Email, and ANA tactics within the $45M annual budget for direct
response marketing. Made budget prioritizations based on segmentation and contact stream.
Directed cross-functional marketing teams to ensure each tactic accurately supported customer
targets, launched on time, and achieved or exceeded call and sales forecasts. Very adept at
cultivating teamwork across different work groups and levels.
Precise targeting with improved Bill Media messaging drove 200% YOY in key FIOS bundle sales.
Reported and analyzed key metrics to track against marketing goals, and to identify trends,
successes and opportunities for improved outcomes. Proposed next steps and action plans.
Composed, updated and presented weekly briefs containing promotional offer information,
marketing calendars, and disclaimers for Channel, MARCOM, Online, Regional, Multi-cultural and
Product Management partners. Principal resource for promotional inquiries and updates.
Participated in ideation and worked with research team to identify appropriate research approach
and testing scenarios for promotional offers, themes and pitches. Provided summarized research
results with recommendations and worked with Agencies to develop new promotional campaigns.

Senior Marketing Manager Customer Winback

2004 - 2008, 1998 - 2000
Responsibilities included initiation, end-to-end operations, and analysis of Direct Mail and Outbound
Telemarking programs to win back newly disconnected local line and long distance customers.

Executed monthly lead list criteria by creating multiple matrices and ensured on time and accurate
lead generation. Reviewed Direct Mail pieces so that the copy delivered was consistently flawless.
Developed Winback monthly promotional offer campaigns and filed multiple state and national
Tariffs according to specific regulatory rules.

Louise Downs

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Senior Marketing Manager Customer Relationship Management
2000 - 2004
Developed marketing requirements and delivered an integrated desktop tool providing online product
recommendations and service qualifications to consumer sales agents.

Supported CRM tool training development and delivery; wrote end user guide and job aids.
Empowered agents with streamlined view of customer records and sales opportunities.

Product Manager Business Data Services

1986 - 1998
Created product plans including analyses of the competitive environment, market needs and trends.
Wrote action plans for product features, deployment, sales channel, compensation and promotions.
Prepared forecasts and determined migration, repricing and repositioning programs to maximize sales
and revenues. Awarded Product Manager Certification based upon rigorous program requirements.

Product Manager for switched data services focusing on packet data networks generating a $6.8M
annual revenue stream.
Interacted with multiple vendors, interdisciplinary teams and internal systems to simultaneously
support and deploy three distinct regional packet networks and platforms. Demonstrated ability to
quickly absorb technical details and specifications to become the product expert and champion.
Project managed platform migrations involving 3,000+ end users from several major accounts and
retired $1.5M of equipment. Customers experienced a seamless transition and improved service.

Network Consultant Business Sales

1980 - 1986
Managed top business account requirements for complex network services. Project managed new
installations, rearrangements, billing, contract, Tariff and service issues for dedicated accounts.
Requirements included an in-depth knowledge of business products, company infrastructure, and interdepartmental procedures including escalations within operations to ensure timely implementations.

Identified applications and negotiated sales of voice and data network services as key team member
dedicated to top tier accounts. Required extensive customer tact, rapport and advocacy.
Simultaneously and seamlessly coordinated end-to-end account activities and managed projects for
four high profile accounts. Customers perceived they were my sole account by using exceptional
negotiation, organization, prioritization and multitasking skills.
Consistently met direct sales quotas for systems, equipment and data for lower tier on demand
business accounts. Winner of Customer Services awards for sales of voice and data services.


University of Massachusetts Boston

BA Psychology and Law & Justice

Additional Training & Skills:

Verizon Internal Courses in Sales, Marketing, Project Management, Finance, Product Management
Microsoft Word, EXCEL, PowerPoint, Outlook, Lotus Notes