Lucia Lanci

• Launched successful digital marketing campaigns that achieved goals for increased website traffic.
• Captured new customers by optimizing business strategies and launching products to diversify offerings.
• Coordinated with design and media teams to develop high-quality creative assets.
• Improved website visibility through development and implementation of SEO strategies.
• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
• Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
• Mentored local personnel on best practices and protocols to maximize productivity.
• Developed creative presentations, trend reports, kitted assets, and product data sheets.
• Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
• Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
• Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
• Conducted market research to identify new opportunities and target markets.
• Optimized email campaigns to increase open and click-through rates.
• Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.

Fighting churn for a living.

• Leading and directing Wishpond's largest department, which includes project managers, SEO experts, copy writers and ad managers to build and expand relationships with existing clients while developing strategies for retention and growth of existing client base.
• My success was defined by developing structural processes to support implementation of strategies, which has helped reduce churn significantly. I have an ability to relate to others and create a comfortable work environment.
• Managed relationships with key client team members at required levels in organization.
• Headed off issues and proactively implemented plans and actions to mitigate.
• Reported metrics, managed escalation and optimized client experiences.
• Directed delivery of strategic partner-related and agency-facing training programs.
• Moved seamlessly from strategic, innovative and big picture perspective to finest details and delivered operational success.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear targets and objectives and communicated to other team members.

• Supporting the organizational vision by developing technical support objectives and goals
• Direct and coordinate a team of tech support specialists/help desk technicians
• Ensuring targeted service and performance standards are achieved or exceeded
• Evaluate, implement and manage Technical Support systems
• Analyze situations and determine resources needed to solve them to ensure high-quality service standards are maintained
• Ensure ongoing training for tech support staff; advise tech support staff on career planning; hiring of new staff

• Strategic engagement with clients to provide high-level marketing recommendations based on project objectives
• Embrace a client first mentality to foster, maintain, and strengthen long term relationships with existing clients
• Monitoring the health of client relationship
• Proactively collaborate with the creative team to provide the best Wishpond experience possible for every client
• Assign tasks to project managers as seen fit and necessary in order to complete projects and meet deadlines
• Project approval before launch and sign - off for any new recommendations
• Checking that creative projects meet strategic guidelines provided or outlined
• Keeping project managers supplied with the information they need to deliver work that is on strategy and on deadline

• Used various software to report, track and monitor defects.
• Created and executed automated (and manual) software test plans, test cases and test scripts to uncover, identify and document software problems and causes.
• Review requirements, specifications and technical design documents to provide timely and meaningful feedback
• Create detailed, comprehensive and well-structured test plans and test cases
• Develop and apply testing processes for new and existing products to meet client needs
• Investigate the causes of non-conforming software and train users to implement solutions