DONALD BROWN PROFILE Results-driven Business Professional with broad-based experience in product mark eting and portfolio management.

Accomplished professional who has earned a repu tation for consistently meeting and exceeding aggressive corporate objectives. Effective communicator possessing excellent interpersonal and relationship-build ing skills. Expertise includes: Project Development & Analysis Client Management Market Research Creative Campaign Strategies Budget & Account Forecasts Training & Development Strategic Planning Team Leadership PROFESSIONAL EXPERIENCE UNION BANK September 2008 Present VICE PRESIDENT EXISTING CUSTOMER CONTACT STRATEGY May 2009 Present Manage a team of Marketing Managers responsible for the development of monthly retention and creative campaign strategies Responsible for all aspects of existing customer lifecycle strategy including O n-boarding tactics, statements marketing materials, cross-sell initiatives and C ompliance regulated communications Own yearly marketing plans, budget and account forecasts VICE PRESIDENT RETAIL MARKETING September 2008 May, 2009 Developed monthly acquisition and creative campaign strategies Responsibilities included the developing yearly marketing plans, budget and acc ount forecasts Maintained annual planning calendar for Marketing across all areas of the busin ess WAMU CARD SERVICES (FORMERLY PROVIDIAN) October 1997 September, 2008 ASSISTANT VICE PRESIDENT PRODUCT INNOVATION October 2006 September, 2008 Acted as program manager and internal main contact for 40+ Credit Card Rewards & Cash Back Programs Developed and managed new programs from launch to ongoing program management Owned yearly marketing plans, budget and account forecasts Aided in the development of monthly acquisition and creative campaign strategie s MARKETING DIRECTOR PARTNERSHIP MANAGEMENT August 2003 October, 2006

Acted as program manager for multiple partnership programs such as Home Shoppin g Network Developed and manage new partnerships from launch to ongoing account management Owned yearly marketing plans, budget and account forecasts Developed monthly acquisition and creative campaign strategies Authored briefs and business requirements, as well as managed cross-functional teams to implement new programs across all departments of credit card business, including operations, systems, credit, finance, accounting, and legal INBOUND CHANNEL PROJECT MANAGER September 2000 August 2003 Managed the membership product sales process in 5 high volume customer sales an d service phone centers for approximately 3 million registered credit cardholder s Defined and drove development of new functionality to meet business goals of in creased product sales and customer satisfaction Managed cross-functional business managers to implement, test, and analyze new and existing functionality such as scripts, training materials, contests and ema il alerts Developed business case user experience requirements and creative requirements Analyzed overall call center efficiency utilizing site performance statistics SENIOR UNIT MANAGER June 1999 September 2000 Managed day to day operations of the Acquisitions phone call center with direct responsibility for 7 Unit Managers and 100+ Customer Service Representatives Provided inspiration, focus and leadership to ensure that the teams provided qu ality and timely service Created new strategic hiring and team building processes in order to achieve op erational excellence Developed and implemented standard training and operating procedures for the ca ll center Worked closely with the Quality Assurance Department, conducting daily monitori ng and coaching sessions to ensure company standards were met Handled escalated concerns from customers and provided solutions to difficult s ituations UNIT MANAGER October 1997 June 1999 Managed and monitored the daily activities of a team of 17 Customer Service Rep resentatives in the inbound Sales & Service Call Center Maintained a track record of producing substantial sales through improved custo mer relations and staff development Recruited, developed, coached, mentored and managed a team of representatives, developing them into a high performance team that was instrumental in achieving corporate revenue and earning targets Developed and implemented incentive programs to increase employee recognition a nd retention while promoting an achievement oriented culture Provided representatives with the necessary information in order to provide sup erior customer service expeditiously Owned the development of processes and procedures to manage daily, weekly, and monthly team productivity and quality. Procedures included call monitoring, rep ort development, program procedural changes, ongoing training and proactive comm unications in an attempt to build greater customer and employee satisfaction, lo yalty and retention

BENEFIT CONSULTANTS, INC., (DIVISION OF CENDANT CORP) January 1991 October 1997 ACCOUNT MANAGER /DIRECTOR Managed the Account Management Team in the servicing of over $123 million of an nual premium billed through direct mail marketing of Accidental Death & Dismembe rment insurance to over 1800 credit unions Recruited, hired and trained new managers Supported the sales department in the attainment of new business Owned various projects related to increasing overall program efficiency Developed yearly marketing plans, budget and account forecasts Acted as Creative Manager to develop strategies for acquisition and usage Worked with Human Resources on the handling of all employee relations and reten tion issues EDUCATION SAN FRANCISCO STATE UNIVERSITY MASTER OF SCIENCE INDUSTRIAL/ORGANIZATIONAL PSYCHOLOGY SAN FRANCISCO STATE UNIVERSITY BACHELOR OF ARTS PSYCHOLOGY Excellent References Available Upon Request