Ramona Torres Esilva
Mumbai
Summary
Dynamic Marketing Experience Manager at Accenture, adept in omnichannel strategy and project management. Proven track record in enhancing team performance and achieving operational excellence. Skilled in campaign optimization and stakeholder engagement, successfully implementing AI tools to streamline processes and ensure client satisfaction. Committed to driving impactful marketing initiatives and fostering strong client relationships.
Overview
18
18
years of professional experience
Work History
Marketing Experience Manager
Accenture (Life Science Account)
Mumbai
06.2023 - Current
- Developed strategic plans for cross-channel integration.
- Offered guidance for content development, campaign initiatives, and market insight-based optimizations.
- Assisted brands in adopting industry-standard content customization techniques.
- Identify suitable content to enhance brand objectives throughout engagement journeys.
- Collaborated with client stakeholders to promote engagement across channels.
- Supervised and led a team of digital project managers to enhance overall team performance.
- Collaborated with DPM leads to ensure seamless operational deliveries.
Digital Project Manager
Accenture (Life Science Account)
05.2022 - 06.2023
- Manage digital projects across various brands and channels.
- Gather requirements, and balance project scope.
- Ensure timely and quality deliveries.
- Liaise with internal and external stakeholders to troubleshoot project-related discrepancies.
- Advocate for an omni-channel approach to marketing content.
Creative Governance Team Lead
Accenture (US Based Leading Credit Card Company)
Mumbai
06.2013 - 05.2022
- Managed delivery for the Creative Governance team, focusing on the review and validation of marketing creatives.
- Key responsibilities included client management, project management, process improvement, change management, client reporting and analysis, people management, contract planning, operational excellence, and quality analysis.
- Created monthly dashboards for client presentations.
Achievements:
- Ensured zero attrition for four consecutive fiscal years with high team satisfaction.
- Implemented AI through Blue Prism within the process.
- Assisted clients with a smooth transition into the Salesforce tool and AEM application.
- Successfully implemented a client-initiated AI tool, including drafting process steps, testing, reporting failures, suggesting improvements, and conducting reporting and analysis.
- Completed Partner QC and MCR/Brand Sampling projects on schedule.
Technical Claims Expert
Accenture (UK based Motor Car Insurance)
Mumbai
03.2010 - 05.2013
- Supervised claim management activities as expert authority at leading motor vehicle insurance company in the UK.
- Managed escalation calls efficiently.
- Ensured process compliance within the team, and coached team members on customer voice and journey.
Motor Claims Representative
Accenture (UK based Motor Car Insurance
Mumbai
05.2007 - 03.2010
- Handled inbound calls from UK customers to register motor claims, and followed up on post-claim queries.
- Managed inbound and outbound calls to resolve post-claim service queries.
- Coached and trained new and existing team members.
Education
B.com - Business Management
Shree Damodar College of Arts And Commerce
Margao, Goa05-2007
Skills
- Project management
- Omnichannel Strategy and Marketing
- Digital marketing
- Customer journey mapping
- Change management
- Team management
- Reporting
- Client Relationship Management
- Operations management
- Effective communication
- Creative thinking
- Stakeholder management
- Performance Management
- Quality Analysis
- Team leadership
- Client management
- Campaign optimization
- Process improvement
- Stakeholder engagement
Skillset
- Project Management
- Omnichannel Strategy and Marketing
- Digital Marketing
- Change Management
- Team Management
- Reporting
- Client Relationship Management
- Operations Management
- Stakeholder Management
- Performance Management
- Quality Analysis
References
References available upon request.
Timeline
Marketing Experience Manager
Accenture (Life Science Account)
06.2023 - Current
Digital Project Manager
Accenture (Life Science Account)
05.2022 - 06.2023
Creative Governance Team Lead
Accenture (US Based Leading Credit Card Company)
06.2013 - 05.2022
Technical Claims Expert
Accenture (UK based Motor Car Insurance)
03.2010 - 05.2013
Motor Claims Representative
Accenture (UK based Motor Car Insurance
05.2007 - 03.2010
B.com - Business Management
Shree Damodar College of Arts And Commerce