Ervis Plaku

Proven talent for aligning marketing strategy and objectives with established business development
and operations management paradigms to achieve maximum operational impacts with minimum
resource expenditures. Growth-focused manager with extensive marketing experience in financial
services and insurance communications. Exceptionally dedicated professional with keen interpersonal,
communication, and organizational skills, as well as project management, campaign development, and
labor optimization expertise.
 

Marketing Project Manager
DITECH FINANCIAL-Ambler, PA
2020 to  Present
• Improved both internal and external communications and execution as well as lifted response rates
through efficient management and automation of Marketing Matrix which consisted of 15-20 weekly
campaigns.
• Strengthened the compliance process and produced faster audit responses by facilitating the creation
and integration of “Marketing Approval Trackers” with the matrix, using formulas to populate necessary
information.
• Executed multi-channel marketing campaigns successfully through application of marketing channel
integration as well as legal and regulatory process knowledge.
• Streamlined workflow through maintenance of multi-channel marketing operations and comprehensive
execution documentation.
• Designed marketing campaigns to support strategic objectives and mobilized a variety of media
channels to share such campaigns including social media, blog, and email marketing.
• Developed engaging marketing campaigns and ensured their successful execution through
collaboration with Director of Marketing, Email Marketing Manager, and Sales teams.
• Analyzed campaign performance utilizing HubSpot Analytics and Tableau in order to make
recommendations to improve results.
• Facilitated communication between departments to improve operational efficiency and quality.
 

Marketing Operations and Quality Assurance Manager
FREEDOM MORTGAGE-Mount Laurel, NJ
2018 to 2020
• Designed efficient process improvement and automation strategies to reshape and improve marketing
operations and quality assurance processes across the company.
• Streamlined budgetary management process for $300K monthly postal budget by creating a predictive
model to account for 4 vendors in one spreadsheet as well as to allow team members to see on which
future date postage would run out.
• Oversaw the marketing operations and quality assurance process for 50 weekly campaigns consisting
of 1 million marketing pieces while simultaneously executing daily and weekly tasks with marketing team
members.
• Implemented a new process to save 12-16 hours of labor allocation each month by streamlining print
shop instructions for a campaign deploying 190k pieces weekly.
• Consulted with outside vendor to design a weekly report process that ultimately eliminated the need
to provide quality assurance on three weeks’ worth of mailings and saved 3-5 days of work per month.
• Aligned strategy with both internal and external stakeholders to manage monthly postage budget,
invoicing, and Marketing Operations project deadlines.
• Optimized lead generation activities and maximized efficiency of all marketing processes.
• Created and distributed quarterly marketing metrics to internal stakeholders through collaboration with
Director and Vice President of Marketing Operations in order to demonstrate Marketing’s influence on
the increase of sales production.
• Redesigned training documents and road maps for existing standardized quality assurance processes
as well as newly assigned operational tasks.
• Strategized and facilitated consultations with Email and Product teams in order to establish effective
campaign metrics and workflows for successful campaign execution.

Agent
STATE FARM INSURANCE & NEW YORK LIFE INSURANCE-Philadelphia, PA
2014 to 2018
• Achieved high sales goals and motivated coworkers in a goal-driven and enthusiastic community by
encouraging the use of creative sales techniques.
• Managed over 100 accounts at any given time consisting of 2-5 policies each and provided assistance
to clients with underwriting and claims questions.
• Incorporated use of Salesforce, Outlook, and Excel shortcuts and integrations to develop leads, schedule
appointments and ultimately save time, increase productivity, and obtain more accounts.
• Conferred with clients to obtain and provide information when claims are made on a policy.
• Identified and anticipated customer needs in order to market appropriate products and services.
• Fostered impactful and personal customer relationships, providing prompt, accurate, and friendly
customer service which including responding to inquiries regarding insurance availability, eligibility,
coverages, policy changes, transfers, claim submissions, and billing clarification.
• Initiated and sustained successful relationships with new and existing customers as well as local
producers and brokers by providing consistent follow-up, including for quarterly and annual reviews.
• Exceeded daily objectives by maintaining a strong work ethic with a goal-driven mindset and a
commitment to daily success.
• Generated, implemented, and managed a client communication strategy which included gathering
and assessing customer feedback to not only increase efficiency but also ensure consistent customer
satisfaction.
 

Bachelor's Degree in Business Administration
TEMPLE FOX SCHOOL OF BUSINESS - Philadelphia, PA
2010 to 2014