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Skills

  • CCTV
  • Tactical planning
  • RFI Scanners
  • First Aid/CPR
  • Cross-functional team collaboration
  • Partnership Marketing
  • MS Office
  • Team building
  • Brand positioning and messaging
  • Communications

Work Experiences

  • Achieved a 83% higher NPS score.
  • Created optimal pricing strategies by balancing organizational goals with customer satisfaction and profit demand.
  • Developed award-winning programs, strategies, and sales tools, resulting in increased team efficiency and effectiveness from concept to completion.
  • Increased the return on new product introductions to 4% while keeping the operating profit margin at 17%.
  • Directed and launched 6 product additions in order to expand into new markets, resulting in $11 in additional sales volume.
  • Increased the method segment product margin by 6% for Columbus.
  • Forecasted sales numbers and product profitability to determine the best strategies.
  • By collaborating with staff to share and implement customer service initiatives, I was able to exceed specific team goals and resolve issues.
  • Achieved a 57% improvement in CSAT scores.
  • Accelerated product adoption rate among key enterprise clients by 43%.

Summaries

  • OSHA certified
  • Vendor management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Strong technical skills and experience in client relations.
  • Achieved 74% higher engagement.
  • Forecaster, project manager, and planner with extensive Miscellaneous experience and strong communication skills.
  • SAP and Salesforce experts with exceptional interpersonal skills.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Advanced product development, market research, and SEO knowledge.
  • Risk assessment in initiative settings and risk assessment in process improvement settings.
  • Proficient in promoting standard by leveraging stakeholder engagement and quality assurance knowledge.

Accomplishments

  • Designed high-touch customer success programs to aid in the up-leveling of key accounts, which resulted in a 35% upgrade to premium offerings.
  • Optimized inbound marketing approaches through dynamic audience segmentation, which led to a 16% surge in engagement rates for self-serve onboarding customers.
  • Analyzed customer data to segment audiences and refine marketing messaging, resulting in a 61% increase in marketing-qualified leads (MQLs) within 10 months.
  • Collaborated with data engineering teams to develop real-time customer interaction dashboards, resulting in more timely marketing outreach that improved conversion rates by 65%.
  • Collaborated closely with the Customer Success team to analyze product usage patterns, creating targeted re-engagement email campaigns that decreased churn by 67%.
  • Managed localized marketing efforts that helped onboard enterprise clients, reducing churn in key accounts by 82% within one year.
  • Led initiatives that reviewed key customer pain points, introducing in-product tips and interactive demos that directly increased feature engagement by 40% over several months.
  • Led cross-functional teams to develop customer advocacy strategies that achieved 41% growth in referral-generated sales over several months.
  • Established key customer advisory boards that provided critical insights contributing to a 44% improvement in product innovation and new feature launches.
  • Created and led multi-channel upsell and cross-sell campaigns, achieving 71% revenue growth and improving renewal rates for QuickBooks.

Affiliations

  • Committee Member, Customer Lifecycle Marketing Working Group - Actively contributed to the development of best practices for mapping customer journeys and driving upsell opportunities.
  • Member, Customer Success Network - Participated in forums and workshops centered on improving customer feedback mechanisms and lifecycle marketing.
  • Contributor, Customer Advocacy Leaders Forum - Assisted in organizing discussions on building proactive customer referral programs and advocacy networks.
  • Conference Attendee, Customer Experience Leadership Forum - Gained insights into the latest trends and strategies for improving customer satisfaction and retention rates.
  • Member, Product Marketing Alliance - Learned cutting-edge techniques for aligning product marketing with customer retention efforts.
  • Board Member, Marketing Advisory Council - Provided insights and feedback on industry best practices in customer lifecycle management, serving a group of 2 professionals.
  • Conference Presenter, Retention & Loyalty Marketing Conference - Presented case studies on boosting customer retention rates through personalized marketing efforts.
  • Attendee, HubSpot Academy Inbound Marketing Certification Program - Focused on specialized customer retention techniques and referral score growth.
  • Certified Member, Digital Marketing Institute - Completed courses on email marketing optimization and audience segmentation.
  • Conference Speaker, Customer Success Guild Summit - Delivered a presentation on leveraging customer feedback loops to influence product roadmaps and increase engagement.

Certifications

  • Certified Loyalty Marketing Professional (CLMP)
  • Certified Professional in Marketing Analytics (CPMA)
  • Project Management Professional (PMP) - Project Management Institute
  • SEO Fundamentals — SEMrush Academy Professional
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Email Marketing Certification - HubSpot Academy
  • Customer Lifecycle Marketing Certification
  • American Academy of Financial Management (AAFM)

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