Pamela Rhoads Email & Phone Number

Retired Marketing and Customer Experience executive available for freelance marketing, communications, digital marketing and public relations.

Florence, Sc

High focus on customer experience mapping and differentiated service. 95% of customers say they are satisfied with service; Refer A Friend program: 83% customers say they would refer family or friends to First Reliance Program Development increase household profit by increasing customer relationships, increased annual product profit from $2 million to $7 million within four years. Unique programs, Hometown Heroes, a thank you program targeting “hero segments”. The program grew no cost/low cost deposits to over $20 million within two and a half years. The second program targeted the unbanked and under-banked Four additional programs launched November 2011, Mom’s program, iMatter Program targeting millennials, BetterPerks@Work bundled products and services for employers to include as benefits to their employees, and a general program called the BetterLife Program 4-yr average deposit growth was 12%. Brand development to provide clarity of purpose, vision, customer value proposition, customer experience brand tone, and graphic elements. Implemented brand in 2011 including a published culture book and brand guide. Responsible for CRM systems, customer segmentation and analysis. Direct communications including social media channels, content management, digital marketing, SEO, and web site.  Responsible for events which included opening of three new branches. Each grand opening increased deposits by over $2MM within 90 days of opening and added over 200 new customers within that same time frame.  Responsible for product development and profitability. Introduced four new checking products and multiple savings products. Grew credit card customers by 40% within two years.

 Successful market expansion of LSB into new markets.  Development of high impact promotions at LSB  Consolidation of 17 checking accounts into four profitable checking programs.

 Implemented marketing strategies that contributed to Space Coast Credit Union growth from $100 million in assets to $850 million in eight years, growth in membership from 36,000 members to 120,000, Loan to share ratio from 42% to 68%; and a net income to assets ratio of over 10%. Developed and implemented a highly profitable Member Rewards program to increase member relationships and product use. Developed indirect lending network in a two county market area growing sales to $72 million.