Mark Czerwinski Email & Phone Number

Wilmington, DE

• Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service.
• Provide Telephony platform that can centrally managed to follow up transfer leads to exclusive agents and/or Farmer call Centers.
• Implement a Telephony solution that will allow Farmers to dial and transfer prospective leads determined by acxiom solution. This telephony solution can be deployed at multiple vendors as well as internally to Farmers.
• Build on existing infrastructure and processes to leverage iLeads application in real-time system and route call directly from iLeads database to SIMS assocaite’s

Wilmington, DE

• Continuously drove Operational Excellence by removing barriers and demonstrating a commitment to achieving sustainable results. This was accomplished by focusing on the customers/clients and managing the relationships.
• Achieved significant results by aligning over 500 resources with marketing partners for a 99% success rate in the execution of the campaigns.
• Developed strong working partnerships by conducting weekly 1:1 meetings to capture critical information and ensure accuracy with project updates.
• Created administration process that reviewed and tracked over 1,500 submissions for list resources and marketing efforts.
• Aligned list resources through project management to execute marketing campaigns in Card, Digital, Telemarketing and Direct Marketing.

Wilmington, DE

• Achieved effective marketing programs through rigorous evaluation of program investment, strategic approach, performance measurement and creative messaging to ensure alignment with our business objectives, customer.
• Drove marketing efforts for Small Business and Home Loans resulting in 70 marketing campaigns successfully launched in the Deposit and Card Contact Centers.
• Aligned critical partnership relationships with Small Business and Home Loans. This resulted in achieving a success rate of 98% on all initiatives in 2011. I was recognized by the lines of business with two silver.
• Acquired over 3,400 new accounts and increased loans for Small Business and Home Loans.

Wilmington, DE

• Developed strategies to determine the appropriate balance of customer service and sales in the Credit Card Call Centers. Successfully expanded the product offerings with the CRM channel including core BAC products.
• Lead manager of Bank of America CRM (Continuous Relationship Marketing) administration program which is in production for over 7,400 sales associates in 12 regional site locations and generated over 130MM NIBT.
• Created over a 1,000 new sales products based on market research and business goals.
• Implemented the roll out in the appropriate sales channels and analyzed their performance based on financial metrics and customer satisfaction.
• Successfully managed CRM functionality through the merger of Bank of America’s 30 MM customers with MBNA’s 50MM customer base and operating systems.
• Drove operational excellence by managing operational risk and meeting compliance requirements including changes required to comply with Card Act. Maintained an updated business continuity plan and updated process map.

Wilmington, DE

• Promoted into role and effectively managed 5 AVP/VP’s that managed Marketing channels for Media Marketing and Internet that handled over 20 channels of Marketing.
• Effectively worked with Advertising on a daily basis to achieve successful roll-out on Media campaigns. This included reviewing a proof and approved design templates for new marketing campaigns
• Managed overall execution of marketing plan for Media/Internet, which lead to achieving 103% of goals for 2005/2006.

Wilmington, DE

• Marketing Manager
• Marketing manager that was responsible for managing marketing channels for Direct Mail and Internet in Sports Marketing.
• Managed marketing plan through direct mailings, email blast, and also running banner ads on NASCAR websites.
• Achieved or exceeded goal every year for both marketing channels.
• Recognized with OPA (Outstanding Performance Award) in 2005 for achieving over 120 planned goals.

Boca Raton, FL

• Managed over 200 associates and 6 managers in Florida as a Call Center Department Manager. Responsibilities included but not limited to reviewing performance evaluations, hiring, turnover and overall performance for.
• Managed the efforts of a team of 30 individuals at MBNA America Customer Marketing headquarters.
• Team was recognized for being top performing team in division over 14 times in a 4 year career as Section Manager.
• Exceeded average dollars per hour goals and total dollars goal by 120% in a 4 year term.
• Successfully designed and facilitated 4 education modules to assist representatives in developing more effective negation sales hook.
• Monitored and managed IEX system that tracked staffing for 120 representatives coordinating break times, vacation, and staffing hours.

Newark, DE

• Started as an Inward Telemarketing representative in March of 1992
• Promoted to floor coach in January 1993
• Assisted with the start up of a Fraud department in 1993, which lead to a promotion as a Sales Coach.
• Promoted to Senior Credit Analyst after receiving recognition for high performance standards as “top performer” for ten out of twelve months.