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PEGGY SULLIVAN
[email protected]
Buffalo New York, Brookline MA, 02445, (716) 472-3655
http://www.linkedin.com/in/PeggyASullivan
Career Goal; To impact an organizations top line performance through marketing and communication programs that
result in increased sales, brand loyalty and internal/external customer experience.
CUSTOMER EXPERIENCE & CORPORATE COMMUNICATION EXECUTIVE
Summary; Accomplished & Innovative leader with proven management, marketing, communication and strategic
planning experience. Recognized for customer experience, employee communication and brand development
achievements. Creation of programs, standards and metrics that ensure optimal productivity and profitable growth.
Industries: Consumer, Retail, Business to Business, Insurance and Healthcare.
Demonstrated leadership of:
Customer Experience
Strategic Planning-Thinking
Global Brand Management
Corporate Communications
Client & Project Management
Employee communications
Net Promoter
Sales and Business Development
Advertising
High Performance Team Management
Market Research & Data Analysis
PROFESSIONAL EXPERIENCE
Materion
2010 to 2016
Advanced materials company solving customers' most complex technical challenges in high growth global markets.
Director of Customer Experience & Global Marketing Communications
Accountable for strategic planning, developing positive brand awareness and business growth efforts including the
movement toward an enterprise customer-centric vision, strategy, value proposition, and culture. Promoted to
Customer Experience Director based on impact performance in employee communication and global
marketing/communications. Successfully managed global team and internal/external customer experience strategy.
Responsible for the creation of programs, standards and metrics that ensure optimal productivity, improved
customer experience and management against regulatory/brand standards. Restructuring led to downsizing.
Provided strategy and operational leadership for customer experience programs that resulted in a 253%
improvement in customer satisfaction.
Led rebranding effort for Materion from metal business to a $700 million advanced material company
that included a name change for 12 international business units without business disruption and
improved brand awareness of over 12%.
Led planning process and created strategic marketing communication plans that advanced the
organizational objectives of Materion and contributed toward a 10% growth in gross profit.
Launched the net promoter customer satisfaction program and developed continuous improvement
programs that resulted in a NPS score improvement from 23% (average) to 58% (very good).
Developed a web optimization and lead generation program that resulted in a 367% increase in leads and
a return on investment of 340%.
BlueCross BlueShield (Excellus & Healthnow)
Region’s leading health plan.
1998 to 2010
Director Marketing Communications
Selected to plan, develop and implement marketing communication strategy and tactics for BlueCross BlueShield
business and consumer products that facilitated brand awareness and strategic growth. This included market
research, brand strategy, leveraging all communication channels and direct management of a cross-functional
support team. Transitioned for enhanced role.
Supervised regulatory compliance and brand management for Medicare communication program that
resulted in 93% communication approval of first time submissions.
PEGGY SULLIVAN
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Created programs, standards and metrics that resulted in improved productivity and reduction in payroll
and outside expenses by 14%.
Directed sales and marketing activities that increased sales of BCBS plans by over 16% in designated
market areas.
Developed and analyzed the effectiveness of growth and retention strategies through analytics that
resulted in a 10% improvement in retention over a 2- year period and a 32% reduction in expense.
Developed and implemented the concept of Blue Pages (a personalized after sale benefit guide) that won
1st place from BlueCross BlueShield association and contributed to a 14% customer satisfaction
improvement in post- sale materials.
Developed award winning direct response campaign for the Medicare division that improved lead
generation by over 26%.
Supported successful new product development and brand awareness campaigns for consumer, business
and healthcare markets from conception to implementation. Development of internal campaigns to
Executives and Board of Directors that translated concepts into ideas that yielded enthusiastic support
and bottom line results.
Benderson Development
1987 to 1996
Privately held company that services a diverse mixture of customers including consumer products/services, retail, and
commercial /residential development.
Executive Director Marketing Communications
Successfully managed the in-house advertising agency for Benderson Development including all of its business,
products and services. Career decision to move into medical.
Worked with strategic business units to develop advertising, promotion, sales support and channel
marketing programs that resulted in improved awareness and business growth.
Generated new business opportunities by engaging current clients and prospecting new business.
Managed cross functional department locally and nationally.
Supervised development of departmental budgets. Developed and grew a revenue generating coop
advertising program.
Managed development of all creative campaigns and supervised all media buying programs nationally.
Consult and negotiate all media buying initiatives
EDUCATION
Master’s in Business Administration
Executive MBA program
University of Buffalo
Bachelor of Marketing Communications
Rochester Institute of Technology
VOLUNTEER
Society of Vacuum Coaters Board of Directors
Jewish Family Service
Key Words; Communications manager, strategic communication, print production, employee related and brand marketing
communications, Employee Communications, Team leadership, analyze metrics and draw conclusions, Internal communication
plans, multi-channel communication, town hall meetings, newsletters, Strategic Planning-Thinking, Global Brand Awareness,