1. LUCIA A. ASCHETTINO
661 Chestnut Ridge Road 203-415-0006
Orange, CT 06477 lucia@laaschettino.com
LinkedIn: http://www.linkedin.com/in/laschettino Twitter: @Aschettino
Senior eBusiness Manager with expertise in clear history of success in improving business
results by transforming offline processes to online processes. Seeking an opportunity in the
eHealth healthcare industry.
Skilled at evaluating the strategy, marketing, operations/service processes, and culture to refocus on
customer/patient needs and leverage technology to optimize customer care while reducing costs and increasing
profitability.
Healthcare EHR/EMR/PHR Business Process Management Self Service Programs
Project Management Patient/Customer Experience Change Management
PROFESSIONAL EXPERIENCE
INFRONTWEB INC., Guilford, CT 2011- 2012
Director Internet Strategy
Responsibilities include account management of existing clients, business development and partnership building
for web design, marketing, mobile applications and (SEO) search engine optimization services.
◦ Facilitate discovery sessions for new and redesign web projects
◦ Spearhead user centric online web experience
PITNEY BOWES, INC., Stamford, CT 2000 – 2010
Business Process Lead – Service & Support (2009 – 2010)
Partnered across functions to establish an embedded, customer oriented strategy for the Installation and
Withdrawal Process. Facilitated work sessions with cross functional teams to identify and eliminate customer
pain points. Deliverables included process maps, RACI document, emerging best practices, proposed “to be
processes” and success metrics.
◦ Reduced the number of inbound contacts during the installation and service lifecycle stages by 32%.
◦ Successfully leveraged collaborative project management tools to create and repurpose existing content
for lower-cost self-service channels and to improve the customer experience.
◦ Achieved targeted performance goal for First Contact Resolution for small business customers.
◦ Leveraged customer feedback as a primary source of input for process reengineering.
◦ Collaborated with internal innovation team to develop and deliver workshops that introduced whiteboard
brainstorming techniques for process reengineering.
Senior Manager, Customer Experience – Multi Channel Management (2007 – 2009)
Minimized overhead costs, streamlined production process and reduced transaction costs to optimize business
processes enterprise wide. The new strategy improved the consistency and effectiveness of service delivery and
the customer experience by spearheading multiple innovative initiatives across business channels.
◦ Shifted 25% of inbound calls to self-service Web channel (Web/ IVR /eMail/Chat/ AVM) in 18 months.
◦ Developed and implemented pro-active communications campaign (e-mail, Web, and IVR) that improved
self-service customer experience 12 points while reducing labor costs by 38%.
◦ Identified key ‘Moments of Truth” across customer lifecycle from clients’ perspective. Leveraged
insights to eliminate pain-points. Satisfaction Survey Scores increased by 20%.
Senior Manager eBusiness – pitneybowes.com (2002 – 2007)
Directed all operations for the corporate website. Achieved excellence in providing customers with quality
transactions delivered through least cost channels.
o PB.com was a recipient of B-to-B Magazine Top 30 Websites Accolade.

2. LUCIA A. ASCHETTINO 203-415-0006 Page Two
o Executed two major redesign initiatives that increased visits to pb.com by over 12,000 in the first year by
delivering an integrated web experience and new eCapabilities across the customer life cycle.
o Introduced the first customer portal for an enterprise account, General Motors, with a $450,000 budget.
Project was completed on schedule and under budget by $45,000.
◦ Integrated $1.2 MM corporate branding campaign to the on-line channel (Banner ads, Landing Pages,
Premium Content, and Interactive Content).
◦ Incorporated FAQ Knowledgebase on self-service portal, increasing traffic by 30% in first six months.
Interactive Marketing Manager (2000 – 2002)
Championed self-service channel initiatives across disciplines integrating cross-functional web properties.
◦ On-line brand ambassador
◦ Pb.com received “Standard of Excellence” Award in 2001 and in 2002
INTERNET ETC. LLC, Orange, CT 1997 – 2000
Principal Consultant
Established and operated web design and internet marketing consulting firm focused on small to medium-sized
businesses.
◦ Created and managed websites as end-to-end solutions provider.
◦ Integrated marketing/operational plan and provided for search engines optimization.
OTHER EXPERIENCE
ALBERTUS MAGNUS COLLEGE, New Haven, CT 1996 – 2000
Adjunct Professor - New Dimensions Program
EDUCATION
Capital Community College – Healthcare IT Training Program Certificate 2012
University of New Haven, West Haven, CT
Master of Business Administration 1990
Bachelor of Science, Business Administration, Minor Public Administration – Graduated Cum Laude 1984
PROFESSIONAL CERTIFICATIONS
HITPro-TR Trainer Health Information Technology Professional - 2012
HITPro-CP Clinician/Practitioner Consultant Health Information Technology - 2012
HITPro-IM EHR Implementation Manager - 2012
ABPMP - Business Process Management Professional Certification - 2011
PMP - Project Management Certification, November 2009
Harvard Business School - Leading Change and Organizational Renewal 2004
The Wharton School - Managing People: Power through Influence 2003
PROFESSIONAL ASSOCIATIONS AND MEMBERSHIPS
American Health Information Management Association (#1721645) 2012 Consumer Engagement Member
The Beryl Institute – Improving the Patient Experience - 2012
PCWS – Permanent Commission of Woman Status – Commissioner State of Connecticut Board - 2010 - Present
Global Give Back Circle – Mentor 2012