Who is Ann-Marie Gorczyca? Overview
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Quick answer
Ann-Marie Gorczyca is listed as VP, Customer Success at Zorro, based in New York, United States. AeroLeads shows a work email signal at vestwell.com and a matched LinkedIn profile for Ann-Marie Gorczyca.
Ann-Marie Gorczyca previously worked as SVP, Client Services and Operations at Vestwell and VP, Client Services and Operations at Vestwell. Ann-Marie Gorczyca studied at Pace University.
Company email context
Email format at Zorro
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agorczyca@vestwell.com
76% confidence
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Profile bio
About Ann-Marie Gorczyca
Strategic marketing and customer experience executive with expertise driving innovative targeted marketing and servicing opportunities to maximize ROI and NPS in the consumer finance industry. Deep phones channel experience, developing segmentation and operational strategies and streamlining processes to increase efficiency, customer satisfaction and employee engagement. Skilled at creating KPIs, dashboards and scorecards and developing internal controls and compliance strategies.
Listed skills include Marketing Strategy, Banking, Management, Strategic Planning, and 32 others.
Current workplace
Ann-Marie Gorczyca's current company
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9 roles · 28 years
Ann-Marie Gorczyca work experience
A career timeline built from the work history available for this profile.
Svp, Client Services And Operations
Current
Jan 2020 - Present
Vp, Client Services And Operations
Apr 2018 - Jan 2020
Managing Director
Jun 2016 - Dec 2017
Senior Vice President
• Oversee marketing strategies and end-to-end servicing to improve customer experience, optimize Net Promoter Score (increased by 12% in one year), maximize ROI and manage small, high-performing team for the global phones channel for consumer credit cards.• Develop value proposition offers for card products, segmentation and call routing strategies and proactive servicing treatments for 7 call centers globally; partner with product managers and Decision Management, Customer Research and Call Center Operations teams to identify targeted marketing and servicing opportunities during the customer lifecycle. • Introduce KPIs and dashboards to evaluate operational success and inform adjustments to marketing strategies and processes to maximize customer experience and reduce risk.• Conceptualize, implement and manage New To Citi program to optimize new customer onboarding and servicing; develop customized tools for consumer profiles to enhance activation flows.• Design an agent rewards/recognition program and agent performance scorecard that align with key metrics (including customer experience benchmarks) and support overall business strategy.• Drive call center engagement, creating innovative communication resources and leading training seminars and experiential product education events for 2,600 domestic agents; collaborate with vendor on initiatives for 1,200 outsourced agents.
Nov 2013 - Jun 2016
Vice President
• Led customer service reengineering and compliance strategy for global phone marketing channel to improve customer experience and Net Promoter Score (from 45% to 55%), ensure alignment with new enterprise strategies and minimize risk in a changing regulatory environment.• Played key role on reorganization team that developed strategies and processes to strengthen customer relationships by focusing on segmentation, servicing tiers and treatments/experience offers and developing call-center knowledge units.• Created highly-targeted customer treatments, proactive offers and agent training programs to increase product knowledge and maximize customer experience.• Served on special task force to develop internal control monitoring processes and procedures; due diligence liaison for all audits, including a major Consumer Financial Protection Bureau evaluation. • Designed and implemented a self-assessment tool for marketing programs; identified campaign processes, determined controls and produced gap analysis framework to address deficiencies.• Developed agent call evaluation scorecard that aligned with internal processes, goals and risk tolerance; managed call monitoring vendor for consumer debt protection products; worked with program managers to implement required modifications.
2010 - 2013
~3 yrs
Vice President
• Oversaw internal audit for consumer credit card call centers to ensure adherence to financial, legal and corporate compliance systems and controls; served as point person for enterprise audits.• Introduced process improvements and enhancements to streamline operations, eliminate redundancies and increase efficiency.• Designed risk and control self assessments (developed processes, sampling methodology and reporting); created and led a quarterly test for marketing initiatives to ensure compliance and presented results to senior management.
2008 - 2010
~2 yrs
2005 - 2008
~3 yrs
Vice President
Vice President, Compliance Department (2002 to 2005) Assistant Vice President, Legal Department (1999 to 2002)
1999 - 2005
~6 yrs
1 education record
Ann-Marie Gorczyca education
-
Pace University
FAQ
Frequently asked questions about Ann-Marie Gorczyca
Quick answers generated from the profile data available on this page.
What company does Ann-Marie Gorczyca work for?
Ann-Marie Gorczyca works for Zorro.
What is Ann-Marie Gorczyca's role at Zorro?
Ann-Marie Gorczyca is listed as VP, Customer Success at Zorro.
What is Ann-Marie Gorczyca's email address?
AeroLeads has found 1 work email signal at @vestwell.com for Ann-Marie Gorczyca at Zorro.
Where is Ann-Marie Gorczyca based?
Ann-Marie Gorczyca is based in New York, United States while working with Zorro.
What companies has Ann-Marie Gorczyca worked for?
Ann-Marie Gorczyca has worked for Zorro, Vestwell, The New York Times, Citi, and Citigroup.
How can I contact Ann-Marie Gorczyca?
You can use AeroLeads to view verified contact signals for Ann-Marie Gorczyca at Zorro, including work email, phone, and LinkedIn data when available.
What schools did Ann-Marie Gorczyca attend?
Ann-Marie Gorczyca studied at Pace University.
What skills is Ann-Marie Gorczyca known for?
Ann-Marie Gorczyca is listed with skills including Marketing Strategy, Banking, Management, Strategic Planning, Credit Cards, Customer Service, Risk Management, and Cross Functional Team Leadership.
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