Bob Bednar Email & Phone Number

Wilmington, De, Us

• Create, implement, and refine operational collection strategy to optimize phone, print, and digital channels. • Partner with IT, Analytics, Operations, and Compliance to implement collection strategy and technology innovation focused on improving customer engagement, expanding digital operations, and helping the business meet its efficiency and regulatory goals. • Identify and deploy best practices across international operations (US, UK, CAN, AUS, SPA) while accounting for local preference, regulations and cultures.• Identify and implement appropriate internal content management controls to ensure regulatory compliance of all communications.

Herndon, Virginia, Us

• Plan and direct the multi-channel marketing and communications strategy for the Asset Recovery unit, which includes the innovation, branding, CRM / scheduling, analytics, technical operations, ROI performance, and regulatory compliance of mail and digital media communications. • Leadership of a team producing over 100 million communications in 2016. Trained team on branding, performance marketing, and consulting to produce effective content. Achieved highest employee engagement score in first full year. • Success developing strong partnerships with key stakeholders and the executive team in a matrix organization.• Effectively rebranded over 800 communications to adopt the new brand strategy and messaging for the company (solution based, customer-centric / CX, simplicity, and regulatory requirements).• Oversight of 4 outsourced digital and print production vendors. Served as lead in contracting, negotiations, and auditing.• Leadership and implementation of over 100 new direct response campaigns in 2 years.

Wayne, Pa, Us

• Member of a team that built high volume, fast paced direct marketing programs from $0 to $180M in annual premium. o Manage marketing, sales, and support operations, averaging over 70 million contacts per year for 30+ clients. o Engage in B2B marketing and communications initiatives to capture new clients and expand sales with existing clients. o Design marketing strategy, product enhancements, and cross-sell opportunities to focus on customer / client needs. o Collaborate with clients, operations, vendors, and compliance teams to design marketing programs and campaign ideas on a regular basis to challenge existing campaigns (A/B testing) and drive continuous improvement. o Launched and managed over 1100 phone lines and developed an integrated reporting database (SQL) to track program and vendor performance. Customer sales metrics used to further enhance targeted campaigns.• Develop, implement, and manage industry leading sales and customer service program for Top 5 bank client’s product line. o Leader of sales and support operations for 15 products. o Produce executive level presentations, reporting, and strategic marketing plans to improve operations, customer experience, and revenue. o Create operating policies, training materials, consumer marketing, and internal communications. o Responsible for all Business Process Outsourced (BPO) operations at 6 global call center vendors. Regularly visited sites to train customer focused sales strategy and listen to agent feedback on customer experience. o Improved customer retention rate over 300% during 10-year campaign and met financial goals of client• New market business development and product management for MMI’s voluntary benefit products. o Lead business development and customer relationship management for 4 employers, including generation of product marketing materials, trade shows, digital enrollment platform set-up, and back-office functions.

Wayne, Pa, Us

• Established and supervised operations for three large-scale sales projects for Top 10 bank clients. • Responsible for vendor RFP process, vendor selection and management, campaign implementation, process development, telecom routing, performance, executive reporting, sales training, and quality oversight for 14 call center vendors with multiple locations. • Campaigns generated 2.5 million customer sales and 3 million call center hours over a 4 year period.• Consistently exceeded client and internal performance goals.• Implemented quality controls beyond client requirements while reducing cost per sale by 24%. Third-party quality assessments consistently exceeded client goals.

Wayne, Pa, Us

• Management and analysis of inbound and outbound sales campaigns for endorsed financial products.• Managed the processing of direct marketing leads, improved process flow for lead segmentation, overseeing third party vendors, and maintaining internal communication and expectations with 10 client managers.• Client services manager for 3 major credit card issuers. Responsibilities include day-to-day account maintenance, presenting new product proposals, contract administration, and generating profitable marketing results.• Developed and maintained back office sales forecasting and campaign reporting database.

Supervised production of advertising copy material, print vendor oversight, campaign scheduling, tracking and analyzing copy effectiveness, and producing monthly marketing plan for executive team and regional managers.

Des Moines, Iowa, Us

Responsible for analyzing, evaluating, and processing medical claims for group health insurance members, while handling customer service inquiries. Consistently met and exceeded production standards set by management and advanced quickly through initial training.

Mba

Bs, Marketing / Mathematics