Cynthia Serfes



BUSINESS SKILLS

Management Marketing Operations

MANAGEMENT
oHands-On Leader: Recognized for building productive cross-matrix teams, and achieving goals by quickly gaining loyalty and buy-in from team members. Directly managed diverse background and disciplined team members up to 34 including supervisory level.
oBest in Class Customer Service
oCertified Professional: Certified Product Marketing Manager, Certified Product Manager, Certified eMarketer.
MARKETING
oDefining Vision and Strategy: With an entrepreneurial focus, conceptualize innovative plans for product/service growth and competitively positive results.
oMarket Driven Direction: Expertise in managing products/services throughout the market lifecycle and providing consultative guidance in business writing, market research and trend analysis.
oInternet Marketer: Use of information technology in the processes of creating, communicating, and delivering value to customers, clients, constituents and for managing customer relationships in ways that benefit the organization and its stakeholders. Knowledge and expertise in eMail Marketing, SEM/SEO, PPC, eCommerce, Key word search engine advertising, and links with other sites, banner ads. Effecting knowledge of NAI, COPPA, PII, OBA.
OPERATIONS
oTime Management/Project-Practice Management Leader: Recognized for strong organizational skills, focused on high-level time management, execution of many aspects using defined Project Management principles. Project/Practice Management, Project Accounting, Financial Management, Communication, Technical understanding, Leadership, Teamwork, Client Management, Innovative thinking, Internal operations.
oTop Producer: Recognized by management for exceeding plan objectives year over year.
oCompliance: Managed agency process, compliance with State and Federal regulators, NASD.
TECHNOLOGY
oSoftware Application Experience: MS Office, MS Excel, MS Word, MS Project, Ms Powerpoint, MS Visio, Mercury Quality Suite, Clarity, Protractor, Lotus Notes Email and Database tools, Webtrends Analytics, WebSphere Content Management, Corel Wordperfect, Harvard Graphics, Nuance PDF Professional, OpenOffice, MailList King, Camtasia Studio, proprietary applications,







Highlights of Professional Experience and Accomplishments


PNC GLOBAL INVESTMENT SERVICING: Charlotte, NC 1999 2008
Director, Product Manager (Product Management, Practice-Project Management)
Hired to bridge communication between IT and Retirement Services business partners; position evolved into a Product Management role, directing eCommerce product suite (3 26 affiliate web sites) across the enterprise. I collaborated with numerous Lines of Business to gain long-term customer satisfaction, and competitive advantage.
PNC a Global fund processing service; #1 sub accounting provider; #2 full-service mutual fund transfer agent in the United States. Assets $140 billion.
Best in Class Internet Management: Inspired and led the execution and implementation of the Internet Account Management Suite of Products. Overhauled the entire suite with enhanced navigation and component function points to incur intuitive usability for clients and their constituents, and to increase company revenue through increased click fees. Including product enhancement to include Mobile PDA or Smartphone access for all end-users.
Practice-Project Management - Cross Functional Team Leader: Working out of the Charlotte location, travelled frequently and managed multiple priorities and team members in Massachusetts, Rhode Island, Pennsylvania and other client locations.
Championed a New Delivery Channel: Designed and oversaw execution and implementation of a new Sponsor channel within the eCommerce Product Suite for a large client contract who wanted tailored functionality on their Internet site. This channel was instrumental in securing the contract and was easily scalable to other clients.
Innovative Marketing: Key team member; conceived and built the industrys first Internet account aggregator function for independent financial advisors. The concept was so successful that the function spun off into its own company.
eMarketing: Key manager that interfaced with Corporate Marketing for Internet collateral and campaigns. Experience integrating the on-line experience with off-line Marketing and call center support. Extensive experience with website design and navigation strategies. Clear understanding of the key metrics used to evaluate online performance, as well as experience with reporting tools and evaluation techniques. Participate in the identification and evaluation of new on-line opportunities.
Top Producer: Recognized by management for exceeding plan objectives year over year.


FIRST UNION NATIONAL BANK: Charlotte, NC1997 1999
Team Manager and Trust Officer, 1997-1999 / Trust Officer, 1997
Directed administration of qualified and non-qualified plans; implemented policy and procedure. Maintained effective workflow; ensured adherence to timeline, quality and compliance with DOL and IRS regulations.

Star Award 1998: Received this corporate award for assuming additional responsibility as interim Divisional Manager during multiple acquisition mergers, while maintaining normal duties.


VARIABLE ANNUITY LIFE INSURANCE COMPANY: Tampa, FL 1992 - 1997
Regional Marketing Representative
Administrated qualified and non-qualified plans; ensuring adherence to timeline, quality and compliance with DOL and IRS regulations. Communicated with key administrators, sales force and employees to establish plan documents, coordinate plan setup, guide clients through federal filing and coordinate compliance issues.
Received the Level 1 Award for consistently taking personal responsibility and making quick analyses for procedure improvements. Recommended and designed a Regional Intranet Reporting Utility that was quickly emulated by Regional Offices nationwide.
Department Trainer during Regional Office Sales Force ramp up. Coordinated licensing and hiring effort for Sales Force.
Acquired and maintained annual high marks for SEC/NASD Agency (Office of Supervisory Jurisdiction) Compliance.



Other Client Administration and Marketing Roles prior to 1992

Employee Benefits; Administrated qualified and non-qualified plans, ensuring adherence to timeline, quality and compliance with DOL and IRS regulations. Communicated with key administrators, sales force and employees to establish plan documents, coordinate plan setup, guide clients through federal filing and coordinate compliance issues. First class customer service:

Coopers & LybrandTampa, FL
UNUM Life Insurance CompanyPortland, ME




Education and Professional Development

Pursuing CeM (Certified eMarketer) designation; 2009
Fundamental Online Marketing curriculum
Advanced Website Marketing curriculum
Advanced eMail Marketing curriculum
Advanced Search Marketing curriculum
Enrolled/studying for B.A. in Management and Leadership; Trinity College
CPM, Certified Product Manager
CPMM, Certified Product Marketing Manager
MFIS, Mutual Fund Industry Specialist
ECommerce curriculum
Project Management curriculum
CRSP, Certified Retirement Services Professional
Associate of Science Business/Merchandising, Westbrook College




Memberships and Associations

Member, Certified Product Managers, Association of International Product Marketing & Management
Member, Association of International Product Marketing & Management
Member, International Whos Who of Professional Management
Member, Institute for Certified Bankers
Member, American Bankers Association
Member, eMarketing Association