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Skills

  • Brand development
  • Budgeting
  • Customer feedback loop implementation
  • Public and media relations
  • Operational improvement
  • Product development
  • Category equipment
  • Cost-benefit analysis of retention efforts
  • Conflict resolution with high-value clients
  • Client communication

Work Experiences

  • Oversaw the launch of 5 new products in order to increase market share and generate revenue of $15.
  • Coordinated marketing, sales, and IT processes to align activities with corporate goals.
  • Compiled product, market, and customer data to forecast accurate sales and profit projections.
  • Planned and implemented innovative strategies to meet goals and increase long-term profitability.
  • Boosted LTV by 42% over 2024.
  • Developed insights into marketing campaigns in order to evaluate how well they performed in relation to their objectives.
  • Collaborated with the product improvement team to resolve over 3 pressing issues frequently cited by high-value clients, improving retention among the top 80% of users.
  • Planned and executed events and marketing programs that resulted in 12 times the number of qualified leads that were expected.
  • Advised product development teams on how to improve products based on customer feedback.
  • Capitalized on A/B testing results.

Summaries

  • Boosted customer retention for Salesforce by 60%.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Leader who is detail-oriented, attentive, and decisive.
  • Within Miscellaneous, senior Customer Retention Manager and outstanding performer in stakeholder engagement and team leadership.
  • Addressed uncovered pain points.
  • Adept at refining customer engagement through A/B testing, effectively lifting monthly retention numbers and creating ongoing touchpoints with 35% impact.
  • Professional with experience in brand management and social media engagement who is results-oriented and collaborative.
  • Prepared to bring 14+ years of progressive experience to a challenging position where I can have a long-term impact on the company's and customers' success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Employees are motivated to perform at their best by a hardworking team builder.

Accomplishments

  • Developed email marketing campaigns that drove customer retention and exceeded engagement KPIs by 76%.
  • Resolved product issue through consumer testing.
  • Identified and implemented key performance indicators (KPIs) for customer journey stages, improving decision-making and reducing churn by 66%.
  • Collaborated with team of 10 in the development of method.
  • Led high-impact re-targeting campaigns that resulted in a 15% increase in returning customers and a 67% reduction in churn.
  • Designed and implemented loyalty programs that increased repeat customer purchases by 51%.
  • Monitored and analyzed customer behavior patterns, allowing for proactive outreach and reducing churn by 59%.
  • Leveraged customer journey mapping to address pain points, resulting in a 38% increase in retention rates within one year.
  • Delivered customized communication strategies for at-risk clients, resulting in a 70% customer reactivation rate over three years.
  • Optimized customer support workflows which reduced average customer response time by 52% and increased resolution satisfaction.

Affiliations

  • Certified Customer Experience Officer (CCXO) Designation
  • CX Business Leaders Network
  • Customer Contact Leadership Council
  • Association for Computing Machinery
  • Digital Customer Experience Community
  • Association of Customer Experience Specialists
  • Jaycees
  • Business Relationship Management Institute (BRMI)
  • Freemason
  • International Society for Performance Improvement (ISPI)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Digital Marketing Certification by Google
  • Certified Public Accountant (CPA)
  • Certified Customer Experience Professional (CCXP)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Customer Success Manager Certification (CSM)
  • Customer Retention and Engagement Strategies by Tableau
  • SHRM Certified Professional (SHRM-CP)

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