Patricia Caplan, Mba Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

Toronto, Canada Area

Led 6-member team, responsible for rate plan and hardware offer development, system evolution project support, and process improvement across activation and renewal value chain.• Provided incremental project support without increasing FTE through cross-training and process efficiency. Launched systems without interruption to day-to-day business requirements.• Identified and implemented changes to rate plan configuration. Drove 30% improvement in channel compliance.

Toronto, Canada Area

Oversaw team responsible for strategic development and execution of renewal, upsell, and churn mitigation programs. • Transitioned support and programming for SOHO client segment, reducing number of programs without impacting churn. • Launched multi-channel client lifecycle campaigns improving both upsell and retention success at critical stages.

Led nationwide team of Analysts across the spectrum of market and segment analysis, customer database marketing, results analysis and insight development. • Produced strategic analysis and insight profiling client base, prompting senior leadership to complete wholesale restructure for superior focus on the fastest growing segments within SME.• Developed engaged, collaborative team merged from several business units, creating efficiencies in order to reduce FTE by 20% without reducing output.

Executed strategy to retain clients and grow revenue within Small Medium Business client base while championing client experience within operations, product development, projects and pricing. • Created and launched innovative campaigns integrating media, channels, and fulfillment processes not previously undertaken, sustaining 20% sales increase for 3 months post launch.• Implemented SMB client experience research program, including internal stakeholder and external client research, analysis and recommendations; championed wholesale shift in service delivery approach.

Contract business and marketing consulting, strategic assessment, research and marketing planning.

Manager: EasyWeb Internet Banking Channel (2006 - 2007): Managed channel performance and profitability through business / marketing planning and execution, product development and day to day operational management.Manager, Resourcing, Platform Conversion Project (2005 - 2006): Managed the participation of multiple business unit resources through the project planning, testing and execution phases.Manager, TD Visa Relationships and Technology (2003 - 2004): Managed major co-brand and loyalty program partner relationships, as well as the evaluation and implementation of eCommerce and technology projects.

Product Manager, Premium Cards, Co-Branded CardsManaged profit and loss, including business planning and execution, for portfolio of TD Visa Card products.

Toronto, Canada Area

Planned and executed retention, growth and risk mitigation programs.

Planned and implemented acquisition, loyalty and growth marketing campaigns for the Home Business Segment, including program and relationship management with cross functional team members.

Mba

Bachelor Of Commerce (B.Com.)