BARBARA
ODONNELL-WRIGHT
odonnellwright@gmail.com
|
-Web Content Management |
-Consumer Service |
-Consumer Insights |
|
-Vendor Management |
-Contact Center Operations |
-Data Analysis |
Optimize
the
two-way
dialogue between Pfizer Consumer Healthcare brands
and the consumer by maximizing the functionality, performance and
consumer
experience on www.pfizerCH.com,
which
generates more than 590M unique visitors and 3.9MM page views per month.
-
Develop
brand website
that creates an engaging
experience, informs consumers, and generates awareness and trial
-Launched www.agentcoolblue.com
to
support new product introduction, which generates more than 18M unique
visitors and 88M page views per month
-
Developed product content
and FAQs
-
Designed rich media
enhancements to drive over
8,000 monthly hits from www.pfizerCH.com,
-
Ensure that brand/product
web pages reflect current
brand initiatives (content and creative) by working closely with brand
marketing, the creative agency and the on-line agency
-
Identify and communicate
key drivers of consumer
behavior in order to improve products, packaging, and other marketing
initiatives
-
Design and execute
on-line consumer survey with key
metrics to improve site performance and create improvement initiatives
-
Develop rich media
enhancements to extend reach of
off-line activities such as public relations, advertising and
promotions,
ensuring consistent brand messaging across all platforms
-
Analyze consumer contact
data to develop web assets
that address consumer needs
Business
Team Consultant, Consumer Affairs
March 2004 Ð January 2006
Serve
as
key
liaison between Brand Marketing and Consumer Affairs,
providing strategic recommendations to key stakeholders based on trend
analysis
and the assimilation of consumer insights and information.
-Identify and cultivate
partnerships with internal
client groups (Marketing, Sales, Promotions, Market Research, R&D,
Legal,
Quality Assurance, and Product Safety) to influence development of new
products, advertising, promotions and packaging to appropriately
reflect
consumer perspectives and sensitivities
-
Analyze monthly
statistics and author trend
reports/presentations to ensure consumer issues and trends are surfaced
appropriately
-
Manage agent training to
ensure appropriate product
positioning and accuracy of information when communicating with
consumers
-
Develop and maintain the
Consumer Affairs web site
and reference manual content for assigned product areas
-
Lead reorganization of
department to meet current
business needs and ensure compliance with regulations.
-
Perform analyses of
staffing and contact statistics
to identify gaps and enact solutions to close those gaps
-
Develop team by aligning
company/department vision
and goals with responsibilities, protocols, rewards and compensation
-
Monitor contact handling
quality of team members
and provide coaching feedback for improved performance
-
Participate on team task
forces that address major
service enhancement or cost reduction opportunities
-
Develop applicable SOPs
and help to ensure
compliance with Consumer Affairs SOPs, policies and procedures
Supervise
the
operations
of a Commercial Underwriting department.
-
Responsible for a team of
11 Customer Service Representatives
-
Participate in projects
to strategically
consolidate business in certain locations
-
Collaborate with business
units to achieve business
goals/plans
-
Interact with
agents/brokers to ensure that
customer needs are being met
-
Implement new
technologies, such as a commercial
underwriting workstation and Windows NT, to the business units
-
Generate reports to
identify business prospects,
monitor monthly bookings, track loss experience, etc.
-
Establish work
flows/processes to improve
productivity and efficiency
-
Research and resolve
discrepancies in cash flow,
premium booking, and policy issuance
Bachelor
of Science Ð Psychology, Minor Ð Spanish - Rutgers College
-Henry Rutgers Scholar,
Golden Key National Honor
Society, DeanÕs List