Marc A. Hinze
Gilbert,AZ
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Skilled Program Director adept at managing all facets of program operations, including administration, operational leadership, and outreach. Able to manage dynamic environments to achieve challenging goals. Prepared to leverage over 20 years' experience in customer operations to take on this challenging role. Proficient Program Director specializing in strategic planning, and improvements for customer automation projects. Looking forward to applying my knowledge to this new position with long-term potential for growth and advancement.
Overview
22
22
years of professional experience
Work History
Sr. Customer Design and Technology Program Director
Banner Health Inc.
Phoenix, AZ
08.2018 - Current
- Collaborate across customer experience channels and IT to design data driven communication pathways
- Direct Marketing Personalization Team on data management and implementation for email campaigns
- Lead the design and maintain marketing dashboards using central data repository, reducing processing time for vendor
- Oversee data sourcing and design of executive, operational and marketing focused dashboards
- Increased email engagement metrics by 15% using marketing personalization and segmentation
- Utilize marketing personalization to optimize email campaigns resulting in improved engagement metrics
- Solved provider communication issue by designing end to end personalized dynamic email campaign
- Implemented enterprise level marketing resource management tool increasing production and accountability
- Optimize consumer email campaigns using engagement data to increase open and click rates for 1.5MM subscribers.
Senior Manager Marketing Operations
Cancer Treatment Centers of America at Western Regional Medical Center
Goodyear, AZ
01.2013 - 02.2018
- Collaborate with Senior Leadership in development of annual performance goals
- Analyze budget performance of marketing activities and campaigns
- Lead multi-region market analysis to guide marketing team on effectiveness of new patient acquisition tactics
- Provide analytic support to the marketing team using Salesforce.com and proprietary tools
- Collaborate with media partners in managing performance of digital and offline marketing efforts
- Successfully managed on-site user transition from MS Dynamic to Salesforce.com CRM training and administration
- Subject matter Expert for the navigation, reporting and data integrity of Salesforce.com and MS Dynamic CRM
- Provide On-site management and Salesforce CRM training and guidance to regional Oncology Information Specialists
- Serve as marketing data liaison to IT and Analytics team in the development of data tools.
Senior Business Analyst
Medicis Pharmaceutical Corp.
Scottsdale, AZ
04.2010 - 12.2012
- Salesforce.com trainer and sales support analyst for over 100 Pharmaceutical Sales Reps
- Manage high frequency sales reporting for executives and sales teams
- Upgraded CRM to healthcare-based Salesforce platform through development, QA and UAT
- Served as lead analyst for Canadian sales force for enhancements and troubleshooting
- Deliver exceptional sales support resolution and process enhancements
- Develop and maintain trusting relationships with internal and external customers
- Provide on-demand ad hoc reporting for Sales Management executives and CEO, saving thousands in vendor costs
- Design workflow improvements to eliminate errors and maximize efficiency for downstream processes.
Pharmaceutical Audit Specialist / Senior Customer Operations Analyst
Wolters Kluwer Pharma Solutions
Phoenix, AZ
05.2001 - 04.2010
- Manage and maintain high volume pharma data for aggregation into client deliverables
- Orchestrate and prioritize the design, maintenance, and quality control of client product delivery cycles
- Create, implement, and maintain training materials covering new and existing client product delivery cycles
- Key customer service contact for 130 Pharmaceutical and Wall Street clients
- Trainer and Consultant for book of client business using Pharmaceutical Audit Suite of online tools
- Develop custom reports for internal and external market research / analysis according to client requests
- Resolve and coordinate data and product inquiries through alignment of multiple databases and departments.
Education
Master of Business Administration -
B.S. Biology -
Skills
- Trend and Conversion Analysis
- CRM Sales and Marketing Support
- Marketing Personalization design
- Marketing Resource Management
- Market Research
- QA
- UAT
- Database Administration
- Consulting
- Customer Service
- Product Training
- Training Development
- Policy and Procedure Improvements
- Business Management
- Strategic Planning
- Customer Service Experience
- Operations Oversight
- Performance Standards and Analysis
- Business Oversight
- Customer engagement and assistance
- Customer service and care
- Design and implementation
- Customer service, education and counseling
Software Experience
- Salesforce.com
- Salesforce Marketing Cloud
- Adobe Workfront
- UQube
- Google Analytics
- Tableau
- Microsoft Dynamic CRM
- Adobe Analytics
- Microstrategy
- Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Sr. Customer Design and Technology Program Director - Banner Health Inc.
08.2018 - Current
Senior Manager Marketing Operations - Cancer Treatment Centers of America at Western Regional Medical Center
01.2013 - 02.2018
Senior Business Analyst - Medicis Pharmaceutical Corp.
04.2010 - 12.2012
Pharmaceutical Audit Specialist / Senior Customer Operations Analyst - Wolters Kluwer Pharma Solutions
05.2001 - 04.2010
Grand Canyon University - Master of Business Administration,
Arizona State University - B.S. Biology,
Similar Profiles
Marc A. HinzeMarc A. Hinze
Sr. Customer Design and Technology Program Director at Banner Health Inc.Sr. Customer Design and Technology Program Director at Banner Health Inc.
DANIELLE JAMESDANIELLE JAMES
Staff Registered Nurse, ICU at Banner Health, Banner Desert Medical CenterStaff Registered Nurse, ICU at Banner Health, Banner Desert Medical Center
JUDITH CUTITTAJUDITH CUTITTA
ICU Staff RN at Banner Health (Banner Estrella Medical Center)ICU Staff RN at Banner Health (Banner Estrella Medical Center)
Michael GroverMichael Grover
Political Canvasser at AZ GrassrootsPolitical Canvasser at AZ Grassroots
Jennifer TabishJennifer Tabish
Warranty/Service Coordinator at CALIFORNIA POOLS AND LANDSCAPINGWarranty/Service Coordinator at CALIFORNIA POOLS AND LANDSCAPING