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Skills

  • Machine learning model integration
  • Customer journey mapping
  • Customer Engagement Optimization
  • Database management
  • Pricing structures
  • AI-powered customer service
  • Data-driven decision making
  • Cloud-based AI platforms
  • Communications management
  • Metric marketing background

Work Experiences

  • Adapted marketing plans for specific audiences based on procedure and process research.
  • Collaborated with legal and compliance teams to ensure conversational AI met all data privacy regulations in Phoenix, reducing regulatory risks.
  • Wrote copy for marketing, advertising, and websites that was both engaging and effective.
  • Created and maintained a knowledge base workflow integrated into a chatbot system, ensuring information accuracy and expanding automation to 16% of tier-1 support requests.
  • Mentored and guided the executive team to improve profitability, marketing strategy, and communications planning during business development decision-making.
  • Taught company protocols, best practices, and procedure procedures to entry-level and process data analysts.
  • Configured and deployed an AI-based virtual assistant for Microsoft Excel, achieving an annualized cost savings of $11.
  • Tracked procedure data and tweaked marketing campaigns, which resulted in a 15% increase in sales.
  • Boosted security measures.
  • Configured real-time customer feedback loops.

Summaries

  • Boosted engagement metrics by 58%.
  • Collaborative problem solver.
  • Achieved operational savings surpassing $14 annually.
  • Achieved a 29% uplift in qualified prospects.
  • Achieved cost savings of $9.
  • Achieved improved retention rate for Asana.
  • Industrious marketing specialist with 12 years of experience in marketing and a decisive and hardworking attitude.
  • Achieved a 51% cut in response errors.
  • Achieved a 28% YoY increase in overall ROI.
  • Specialist in creative marketing who is eager to work with high-profile clients.

Accomplishments

  • Collaborated with a cross-functional team on a chatbot enhancement project, leading to a 36% increase in issue resolution rate.
  • Successfully orchestrated chatbot integration with third-party APIs, resolving complex issues and earning Outstanding Service Award in 2019.
  • Automated frequently asked questions (FAQs) using AI-based tools, decreasing support ticket volume by 73%.
  • Collaborated with team of 11 in the development of category.
  • Collaborated with human resources to deploy a voice-activated tool, resulting in a 62% reduction in manual HR inquiry processing.
  • Documented and resolved procedure which led to method.
  • Created voice-activated support features that reduced average time-to-resolution by 51%.
  • Led UX research efforts for a conversational agent, resulting in a 50% reduction of customer churn within 6 months.
  • Integrated new conversational user interfaces (CUI) with legacy systems, reducing agent response effort by 5 hours per week.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Voice Interaction Developers Forum
  • Lions Club
  • International Society for Digital Transformation (ISDT)
  • AI Practitioner Network
  • Society for Usability Professionals
  • International Council of Nurses
  • CRM Experts Association
  • Freemason
  • International Association of Administrative Professionals (IAAP)
  • User Experience Professionals Association (UXPA)

Certifications

  • Professional Scrum Master (PSM) Certification
  • Certified AI & NLP Specialist by Northwind
  • CompTIA Security+
  • First Aid/CPR Certified
  • Certified Marketing Automation Specialist by Asana
  • AI for Everyone by process
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • CompTIA A+ Technician

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