Customer Service Marketing

Patzetta Trice

Email: abqjvr@r.postjobfree.com

Address: **** *. ******* ******

City: Indianapolis

State: IN

Zip: 46202

Country: USA

Phone: 317-***-****

Skill Level: Director

Salary Range: $120,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

PATZETTA M. TRICE

1513 N. Alabama Street Indianapolis, Indiana 46202

Mobile 317-***-**** abqjvr@r.postjobfree.com Home 317-***-****

COMMUNICATIONS VICE PRESIDENT (EXECUTIVE)

Experienced executive has extensive proficiency in leading all internal and external communications by developing and implementing communications strategies aligned with an organizations vision and mission.

Working from a principled foundation of consensus building, this professional has a successful track record in marketing/communications leadership. Responsibilities have included internal and external communications, media and public relations, brand management, crisis communication, special events, and reputation management. This visionary strategist has experience in collaborating cross-functionally with senior leadership, organization stakeholders and directing cross-functional teams in order to develop and implement integrated marketing/communications solutions and delivering strategies that are in-line with business objectives that meet or exceed targets. Having extensive experience managing multi-million dollar budgets, this professional has admirable communications, strategy development, and relationship building skills and is the recipient of global, national, and local awards and recognition in the areas of communications, customer service, and outreach programs. Areas of expertise include:

Strategic Communications Public Relations and Executive Public Relations Counsel

Internal Communications Brand Management Crisis Management Strategic Marketing

Special Events Community Relations/Philanthropy Relationship Building

Team Leadership Staff Development Business Acumen

PROFESSIONAL EXPERIENCE

INDIANAPOLIS AIRPORT AUTHORITY (IAA), Indianapolis, Indiana

Established as a municipal corporation by the Indiana General Assembly, the Indianapolis Airport Authority (IAA) owns, develops, and operates six airports in the Indianapolis metropolitan area including Indianapolis International Airport and is responsible for the oversight, management and operations accommodating nearly 6M+ passengers/year.

Chief Communications Officer

Responsible for the providing a strategic vision and leadership for development of the Indianapolis Airport Authoritys overall communication strategy including public and media relations(including crisis communications), internal communications, brand management, marketing, market research, community and government relations, customer service, special events, and the Authoritys public art program.

As a member of the executive team and reporting to the Executive Director/CEO, this position required the ability to develop and implement a sustainable vision for communications strategies as part of IAAs overall strategic plan. Through collaborating and partnering on daily basis with colleagues and Airport Authority stakeholders, strategic communications key messaging and branding initiatives and measures were developed and implemented. Key success factors included delivering on targets and measures as established in the overall IAA strategic plan relative to communications, marketing and customer service initiatives.

Responsibilities also included oversight of the companys website (internet and intranet) and the social media strategys implementation and maintenance.

Select Accomplishments & Highlights

Led, directed and successfully implemented the organizations first brand strategy.

Utilizing pre- and post-research data, implemented communications and marketing strategies that provided an increase in air service use by 25%.

Exceeded targets by more than 25% for audience reach via strategic communications plan for the opening of the new $1.2B airport terminal. (The strategy included vertically-integrated communications strategies for branding, community events, airport parking marketing, media relations, media buys, community-wide communications and involvement, internal communications, and volunteer recruitment, training, and scheduling). Attendance for all events exceeded 30,000.

PATZETTA M. TRICE Page 2 abqjvr@r.postjobfree.com

INDIANAPOLIS AIRPORT AUTHORITY (continued)

Through the use of integrated communications strategies, surpassed the goal of reaching target audiences for first alternative use of airport facility leading to increasing concession and retail revenue 7% above daily average.

Surpassed goal of 2,000 social media followers in first year resulting in recognition by Forbes as Best in Twitter for Airports.

Improved media protocol process 100% via establishment of organizations first media protocol process, defining clear external and internal procedures and processes.

100% of employees were informed of business mission, goals, and financial targets within six months of implementation of first internal communications strategic plan.

Research (employee surveys) proved that 80% of employee messaging goals were achieved within one year of implementation.

More than 80% of employees engaged in utilizing intranet and social media communications tools within one year of implementation.

Exceeded targets for community engagement and attendance for new airport terminal opening events via utilization of demographic research, audience segmentation strategy, strategic messaging and media buys.

Received national recognition (ESPN) as a result of delivering strong marketing/communications strategy around Super Bowl XXVI allowing more than 40,000 incoming passengers to efficiently navigate the airport upon arrival and departure. The efforts culminated in national recognition for online communications and viral marketing.

Strategic outreach plan reached 100% of targeted city and county leaders for direct participation in the Airport Authoritys land use study resulting in the establishment of the first Land Use Advisory Group and an MOU agreement on land use terms.

Restructured and optimized strategic planning for airport marketing programs, procedures, and processes, and strategic partnerships marketing program, while providing oversight over development and implementation of first brand standards policy.

Senior Director, Communications and Marketing

Vice President, Communications, Marketing & Air Service (BAA, Indianapolis)

Awards and Recognitions

Achieved two JD Power awards for Excellence in Customer Service (2009 and 2010).

Attained several exceptional rankings, including Number 1 in Customer Service in North American Region (2010), Number 3 in Customer Service in the World for 515 million passenger airports (2010), Number 4 in Marketing Partnership Campaigns (2011), and Number 2 for Best Corporate Newsletter (2011).

1st & Green Award (Super Bowl Host Committee 2012)

Online Communications (PR News September 2012; honorable mention)

Word of Mouth/Viral Marketing category (PR News September 2012; honorable mention)

Awards/Features: 2009 Arti "Artful Impact Award" by the Arts Council of Indianapolis

GENERAL MOTORS CORPORATION (Allison Transmission Division)

The Division is the premier global provider of commercial duty automatic transmissions/hybrid propulsion systems.

Director, Communications & Public Affairs

Responsible for directing all aspects of communications and external affairs including internal/employee communications, media relations, public relations, product publicity, special events, executive PR counsel and served as company spokesperson. Developed and implemented crisis communications plan for organization and had responsibility for overseeing companys philanthropic activities and all aspects of community involvement.

Select Accomplishments & Highlights

Led all public relations initiatives and management, including companys first international press conference, global product publicity efforts, and internal/external communications efforts concerning attempted acquisition of division.

Increased key relationships with industry-related media by 75% within one year of introduction of media outreach strategy.

Developed and implemented first-ever employee communications strategy for the company resulting in a 50% increase in on-time product delivery within six months after implementation.

Exceeded goals for community and elected official engagement for the opening of $350M facility through the use of communications strategy which included strategy development, managing internal and external resources and execution of all events.

Led all communications efforts for opening transmission satellite facility in Baltimore, MD.

PATZETTA M. TRICE Page 3 abqjvr@r.postjobfree.com

GENERAL MOTORS CORPORATION (continued)

Engaged more than 30,000 employees and families and community for the companys largest community/public open house via the use of structured event strategy.

Structured and defined philanthropic process for company, streamlining process to foster more effective collaborations in managing funding community initiatives.

Manager, Communications & Public Affairs

Production, Marketing and Transportation Logistics

Awards & Recognition:

The United Way of Central Indiana Communications Award

The American Corporate Video Award of Excellence

The International Gallery of Superb Printing

The American Advertising Award

The Bronze and Silver Mercury Award: Outstanding achievement in Professional Communication.

International Association of Business Communicators Awards of Excellence

American Advertising Award Publications

Silver Mercury Award Outstanding Achievement in Professional Communications

INDIANAPOLIS PUBLIC SCHOOLS

Secondary Educator

Education:

Bachelor of Science in Education & Art, Ball State University, Muncie, Indiana

Executive Communications & Public Relations Series, GM University

CIVIC/COMMUNITY INVOLVEMENT AND PERSONAL AWARDS VITAE

Present Civic Involvement

Gubernatorial Appointment: Vice Chair, Indiana Commission for Women

Board of Directors, United Way of Central Indiana, Executive Committee & Chair, Committee on Diversity

Greater Indianapolis Progress Committee

Race & Cultural Relations Leadership Network

Previous Civic Involvement

Gubernatorial Appointment: Commission Member Indiana Bureau of Motor Vehicles

United Way of Central Indiana: Board Secretary, Campaign Cabinets, Allocations Committee,

Facilitator-Diversity Leadership Series

Super Bowl Aviation Committee and Super Service Committee

Keep Indianapolis Beautiful Board of Directors

Butler University Diversity Lecture Series Advisory Board

Guest Lecturer DePauw University Journalism

Personal Awards/Recognition

Featured Indianapolis Woman

Center for Leadership Development: Madame C.J. Walker, Woman of the Year

Center of Leadership Development: Achievement in Business Award

Ball State University Outstanding Alumnae

Indiana Association of United Ways: Volunteer of the Year

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