Joyce Mascia Email & Phone Number

Greater Atlanta Area

Primary liaison between business units and the applications development organization. Performed project management and business process analysis to support the selection, development, and implementation of customer focused applications to meet short and long-term strategic goals. Responsible for monitoring and improving customer experience of B2C website to drive incremental revenue. Defined business requirements and assisted in development of business cases to facilitate prioritization and recommendations to Senior Executives. Served as the Product Manager over 3 Agile Teams during the IT transformation to Agile.

Developed and managed the launch and lifecycle activities for self-service travel software products including business plan, pipeline and profitability forecasts. Responsible for translating customer requirements and market trends into functional and user interface product requirements. Supported major bid activities and customer presentations. Restructured the product positioning and pricing. Managed a globally diverse implementation team including professional services, design, software engineering/QA, and operations.

Developed and implemented new products and applications for delta.com. Led a cross-divisional team that implemented new credit card policies online resulting in a 40% reduction in fraud transactions and over $2.7 million savings in annual credit cards fees. Proposed and launched a Live Chat product resulting in a 27% year-over-year increase in sales conversions while increasing customer satisfaction by 68%.

Managed a cross-divisional project team that implemented changes in worldwide customer policies resulting in a positive revenue gain while reducing customer complaints.

Developed new products and services focusing on the premium customer that represented 2% of the customer base and 20% of the revenues.

Responsible for the strategy and implementation of Delta's frequent flyer program outside the U.S. Developed and implemented annually over 30 marketing campaigns increasing market share and resulting in over $10 million in incremental revenue. Spearheaded CRM activities including customer value, data collection strategy and life-cycle communication plan.

Managed the development, analysis, and implementation of sponsorships, product placement and promotions to support corporate and field sales initiatives. Managed a team of 10.

Responsible for the strategic development and implementation of all marketing activities and customer communication for Delta's frequent flyer program. Supervised a team of 35. Re-launched and re-branded the program to over 20 million members. Implemented promotions aimed at increasing membership and revenue generating over $50 million in incremental passenger revenue annually. Renegotiated all partner program contracts resulting in a 75% increase in annual revenues. Developed targeted marketing campaigns to over 2 million customers monthly.

Responsible for partner relations in the frequent flyer program. Designed and implemented partner promotions generating over $5 million in annual revenue.

Directed all short and long term strategic plans for the company's frequent flyer program - WorldPass. Restructured the marketing operations achieving a 30% savings in cost per member. Responsible for all aspects of the program including customer service, database operations and fraud prevention.

Responsible for the budgets and capital plan for the Marketing Division totaling over $800 million in annual expenses. Developed cost to sales ratios for the worldwide sales organization. Analyzed expenses and variance to plan on a monthly basis.

Supervised 100 general sales reservation agents and achieved a 30% increase in productivity in one year. Coordinated the budget, capital plan and manpower requirements for the worldwide reservations division.