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Skills

  • Developing promotional concepts
  • Video promotions
  • Team management
  • Budgets
  • Process improvement
  • Organization
  • Communications
  • Problem resolution
  • Employee training
  • Regulatory compliance

Work Experiences

  • Achieved revenue from client-led recommendations in the first two years.
  • Targeted framework customers strategically for Workday sales and closely monitored campaign effectiveness.
  • Aligned customer feedback with product enhancements.
  • Evaluated marketing copy, art comps, and final designs, comparing them to established standards.
  • Attained Scrum Master to support client integration.
  • Updated team protocols in order to streamline marketing procedures and improve promotion release timing.
  • Was able to secure favorable pricing, negotiate contracts, and solidify beneficial agreements.
  • Achieved a 52% increase in Net Promoter Score.
  • Oversaw the creation of all advertising materials, including copywriting, proofreading, and layout enhancements.
  • Kept track of product development and audience feedback in order to adjust marketing and promotion campaigns as needed.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven track record of dealing with customer complaints in a courteous and professional manner while closing sales and generating leads.
  • Exceptional track record of increasing revenue and employee productivity.
  • Senior advertising executive with a track record of success in account management, team leadership, and promotional management.
  • Proven leader with a track record of achievement and program abilities.
  • Have a proven track record of increasing sales and customer retention with great attention to detail and procedure skills.
  • Director with excellent market sense who is forward-thinking, driven, and skilled.
  • Expert in the use of Workday as well as framework media.
  • Stakeholder engagement, risk assessment, and performance reporting led campaigns that resulted in positive feedback and exponentially increased interaction from target audience members.
  • Strengths in performance reporting and risk assessment backed up by Miscellaneous training.

Accomplishments

  • Refined internal communication protocols to reduce client complaint resolution time by 21%, leading to a 6 point increase in CSAT scores.
  • Collaborated with team of 18 in the development of system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a customer communication tool that enabled 38% faster response times and increased client engagement touchpoints by 3.
  • Reduced overall client churn by 40% through data-driven client engagement strategies targeting high-risk accounts.
  • Directed a crisis management effort for 18 clients during program, resulting in minimal disruptions and 47% retention post-crisis.
  • Created custom client training resources on Workday, raising customer proficiency and reducing support tickets by 58%.
  • Identified and mitigated churn risks for 10 clients, yielding a 81% reduction in client attrition within 18 months.
  • Enabled continuous feedback loops between clients and internal teams, driving actionable insights that reduced service escalations by 63%.
  • Built and maintained relationships with 10 high-value clients, achieving a client renewal rate of 57%.

Affiliations

  • National Customer Service Association (NCSA)
  • Freemason
  • Young Customer Experience Professionals Network (YCEPN)
  • International Association of Administrative Professionals
  • Rotary International
  • American Society of Safety Professionals
  • Customer Contact Week (CCW) Network
  • Customer Success Association (CSA)
  • Project Management Institute (PMI)
  • International Association for Contract & Commercial Management (IACCM)

Certifications

  • Customer Success Leadership Essentials Ironclad Systems
  • Client Relations and Engagement Certification Meridian
  • Certified Expert in Client Retention Strategies (CEC-RS)
  • Lean Six Sigma Green Belt
  • Diploma in Client Relationship Management framework
  • CMO Customer Success Certification Cedar Works
  • Apple Certified Associate (ACA)
  • Certified Customer Lifecycle Manager (CCLM)
  • CompTIA Security+
  • ServSafe

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