William Rapson Email & Phone Number

San Angelo, Tx, Us

Taught graduate-level Sales 6323 class. Activities included lecture and instruction of Sales: Building Partnerships 11th edition, by Stephen Castleberry, case studies, ethics problems, role-play, exams.

San Antonio, Texas, Us

Manage a team of up to 35 third-party relationship professionals spanning 82 third-party relationships, 175 active contracts, $150M in annual Bank and Member expense, and 200+ completed contract actions annually.• Execute Third-Party Risk Management Program ensuring compliance with third-party laws and regulations.• Submit responses and testimony pursuant to Regulator and Audit examinations and remediate findings, if any.• Optimize expenses through invoice management and collaboration with business partners.• Find, recommend and onboard innovative third-party provider solutions based on business needs.• Manage relationships and disputes with providers, control partners, and key business stakeholders.Notable Achievements – Developed centralized vendor management and relationship owner model being replicated across the Bank and Enterprise. Assisted HR in the development of 3PRM skills strategy for the new Enterprise 3PRM job family. Chosen as the first team to execute Enterprise Third-Party Risk Management Program and successfully met all OCC Consent Order commitments. Team consistently delivers significant expense savings year-over-year.

San Antonio, Texas, Us

Led a team of marketing professionals to develop and execute a comprehensive segmentation framework across all lines of business driving a more strategic and member-centric approach to achieving business objectives. Led cross-functional enterprise teams to build, test, and operationalize enterprise segmentation framework that integrates behavioral, demographic, transactional, and attitudinal attributes into actionable segments. Translated strategies into actionable test and learn initiatives proving out the groundbreaking power and impact of the approach. Partnered with key stakeholders in the development and deployment of the platform and operational and CRM system to target and personalize customer interactions.Developed corporate annual go-to-market strategy by member, product, revenue, and pre-tax income from which derived the integrated marketing and sales tactical plan. Set strategic guardrails for all lines of business. Formulated contact optimization, model development, targeting and audience selection strategies to increase relevancy and personalization of contacts and interactions across all channels and optimize marketing spend.Notable Achievements – Achieved unprecedented growth, statistically significant increases in product acquisition rates, and member satisfaction. Implemented operational production and scoring system enabling enterprise CRM. Full enterprise adoption the cornerstone behind all corporate planning and metrics.

San Antonio, Texas, Us

Managed enterprise retention and loyalty initiatives resulting in best-in-class and nationally recognized customer loyalty. Formulated enterprise strategies and executed campaigns and other tactics to prevent or reduce churn. Analyzed customer data to identify alerts, triggers, recovery, and other retention opportunities. Led cross-functional project teams to execute strategies.Notable Achievements – Achieved low single-digit annual churn goals. Designed enterprise rewards program spanning the entire financial services spectrum of banking, insurance, and investments.

Atlanta, Georgia, Us

Managed a team of marketing professionals responsible for product development and management, post-acquisition customer communications, customer experience definition, and loyalty/retention programs and metrics. Managed Total Access suite of software products, developed corporate priority business cases, managed external vendors, and maintained P&L responsibility. Developed customer on-boarding process and multi-channel communication plan and measurement process. Performed research, segmentation, and implemented multi-channel marketing campaigns to increase revenue per customer, product adoption, lifetime value, and customer satisfaction. Managed $8M budget and led team to achieve company and departmental objectives.Notable Achievements – Managed e-mails and direct mail channels reducing churn over 10%. Chaired cross-functional Contact Steering Committee and executed contact optimization strategy (e-mail, direct mail, and outbound telemarketing) netting higher overall campaign results and more total products sold with higher customer satisfaction after reducing customer contacts by 50%. Planned and executed simultaneous world-tour Total Access training and incentive campaigns in India, Philippines, Canada, and U.S. call centers to unify channel strategy and goals achieving record increases in product penetration and value-added services revenue.

Columbus, Ohio, Us

Managed a team of marketing professionals performing loyalty marketing program design, account management, direct marketing agency, and business development functions.Developed points-based loyalty programs for convenience store, petroleum, hospitality, retail, financial services, and telecommunications clients. Designed acquisition, cross-sell/upsell, activation, and incentive strategy for debit/credit, co-branded credit with open and closed coalitions, pre-paid gift cards and Visa/MasterCard branded pre-paid cards to unbanked/under-banked. Agency work included creative concept development, list strategy and procurement, print and lettershop, and post-campaign measurement and continuous improvement analysis.Business development included sales calls to prospective and existing clients, RFP submissions, and contract negotiation.Notable Achievements – Exceeded departmental revenue targets each year. Developed loyalty program model presented at the National Association of Convenience Stores Top 100 Conference as an innovative new standard for comparing multiple loyalty program scenarios. Authored loyalty white papers on incentive optimization and loyalty theory.

Founded a full-service direct marketing agency specializing in targeted direct marketing with three partners. Client base included Fortune 500 down to start-ups in telecom, financial services, automotive, and consumer products. Agency work included creative concept development, incentive strategy, list strategy and procurement, print and lettershop, and post-campaign measurement and continuous improvement analysis. Business development included sales calls to prospective and existing clients, RFP submission, and contract negotiation and execution.Notable Achievement – Achieved 20 million placements of new business development from a zero client startup.

Dallas, Us

Managed a team of marketing professionals performing CRM, e-commerce, sales performance, and data warehouse functions for a $1.4 billion local telecommunications provider with direct mail volumes exceeding 30 million pieces per month and more than one billion annual print impressions. Developed and patented new software products. Performed data mining, segmentation, and customer research. Executed multi-channel marketing campaigns and incentives. Designed channel incentive programs and conducted call center training. Negotiated contracts and managed vendors.Notable Achievements – Developed and implemented patented Product Wizard that recommended, provisioned, and third-party verified products and services online generating over $1 Million in incremental revenue and cost avoidance. Designed and implemented patented automated response analysis process that provided response and ROI information in near real-time. Used the data warehouse to identify and target the largest churn segment with targeted winback plan generating a 36% response, triple-digit revenue lift, 3-month payback, and significant increase to average lifetime value. Website updates and improvements netted a 2,700% increase in website traffic over one year. Combined off-line training and cash incentives for call center team and increased take rates by 90% with higher revenue per customer.

Basking Ridge, Nj, Us

Managed a team of marketing professionals responsible for local, long distance, wireless, and internet sales across the call center, e-commerce, GTE Phone Mart/Verizon Plus retail stores, and alternative distribution channels. Maximized revenue and unit attainment with coordinated promotions, sales events, and marketing communications. Conducted call center and retail sales training, designed sales tools, process improvements, and assigned sales channel unit and revenue quota.Notable Achievements – Realigned product strategy and compensation structure in all channels to deliver record annual sales with no appreciable increase in costs. Aggressive 3rd-party call center channel management reduced cost of acquisition by over 20% for calling services. Achieved a 10% adoption rate increase in online billing, reduced days sales outstanding by 3 days, and decreased calls to customer service by 50% in that group.

Basking Ridge, Nj, Us

Conducted primary research, formulated value propositions, implemented marketing strategy and campaigns designed to increase customer value, brand recognition, loyalty, market share, and revenues of existing customer base. Provided competitive intelligence to Senior Management.Notable Achievements - Implemented a local calling services campaign which not only increased product penetration by 50%, but also limited market share loss to less than 3% throughout FY 1998 when primary research indicated a 30% share loss was imminent. Achieved a 34% inbound response to targeted direct mail and 12% take rates on outbound telemarketing to existing base.

Basking Ridge, Nj, Us

Developed product requirements and marketing campaigns, modified platforms and systems, P&L and cost analysis, customer segmentation, business requirements, campaign and product life cycle, process improvements, root-cause analysis, and chaired go/no-go product release meetings. Notable Achievement – Implemented system and process improvements resulting in a 65% reduction in product churn.

Basking Ridge, Nj, Us

Held various accounting, finance, and auditing positions of increasing responsibility.

Bba, Accounting, Mba

Bba, Finance