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Skills

  • Operational improvement
  • Project organization
  • First Aid/CPR
  • Customer experience strategy development
  • Initiative equipment
  • Marketing and advertising
  • Organization
  • PeopleSoft
  • Team management
  • Team training and development

Work Experiences

  • Achieved a 25% boost in customer lifetime value (CLV).
  • Increased brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Reduced marketing costs by streamlining marketing roles, leveraging communications materials, monitoring budgets, and developing protocol.
  • Devised and implemented favorable pricing structures that balanced the firm's goals with those of the customers.
  • Boosted global customer retention by 38% across 6 markets.
  • Implemented optimal sales strategies for the Phoenix market in order to meet commercial objectives.
  • Achieved results in 2017.
  • Developed, implemented, and improved business development strategies based on company objectives, product specifications, market data, and budget constraints.
  • Achieved results within 15 months.
  • Created innovative and targeted collateral to support overall branding objectives.

Summaries

  • Accomplished this within 18 months.
  • Marketing Manager with a track record of developing marketing strategies and leading successful product launches, promotions, and development.
  • Director of Customer Experience is a multi-talented Director of Customer Experience who is consistently rewarded for planning and operational improvements.
  • Achieved results over several months.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Innovative marketing leader with 17+ years of experience creating outstanding marketing campaigns, content, and collateral using both traditional and innovative strategies.
  • Accomplished in enhancing customer experience through data-driven insights.
  • Achieved a 79% improvement in NPS.

Accomplishments

  • Secured Lean and applied new methodologies to drive 61% improvement in customer retention metrics
  • Developed data-driven customer insights reports, standardizing CX feedback loops and increasing strategic actions by 52%
  • Led customer journey assessments, identifying friction points, and decreasing process-related complaints by 15%
  • Documented and resolved program which led to framework.
  • Developed and launched a customer satisfaction survey that increased customer feedback response rates by 57%
  • Resolved product issue through consumer testing.
  • Conducted market research and developed customer personas, resulting in a 80% uplift in personalized customer interactions
  • Oversaw the transition to a new CRM platform, improving data accessibility across 17 teams and reducing CS agent response time by 73%
  • Introduced self-service portal for customers, reducing support requests by 27% and resolving FAQs more efficiently
  • Partnered with sales to optimize customer-facing workflows, reducing customer inquiry backlog by 77%

Affiliations

  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • Professional Association for Customer Engagement (PACE)
  • Member, Harvard Business Review Customer Experience Advisory Council
  • Customer Experience Professionals Association (CXPA)
  • Rotary International
  • Field Service USA Conference – CX Panelist 2021
  • International Council of Nurses
  • Customer Service Institute of America (CSIA)
  • Society of Consumer Affairs Professionals (SOCAP International)

Certifications

  • Advanced CX Professional Certification (AXCP) - Lakeside Partners
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Manager (CSM) - Harbor & Co.
  • PRINCE2 Practitioner Certification - Customer-Centered Projects
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • ITIL Foundation Certification for CX Service Design - Meridian
  • Certified Customer Loyalty Professional (CCLP) - Cedar Works

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