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Skills

  • Data-driven decision making
  • Compliance understanding
  • B2B (Business-to-Business) relationship building
  • Strategic account development
  • Customer engagement strategy
  • Regulatory compliance
  • CSR (Corporate Social Responsibility) strategy
  • CRM systems expertise (e.g., Asana)
  • Customer experience (CX) assessment
  • Engagement roadmap design

Work Experiences

  • Compared to the previous campaign.
  • Achieved $12 growth within initiative.
  • Other engineers, designers, and technicians received technical direction from me on metric projects and initiatives.
  • Achieved a 31% improvement in customer satisfaction metrics.
  • Achieved 31% growth in regional partnerships by leading targeted engagement initiatives across Atlanta.
  • Achieved savings over 4 fiscal years.
  • Served as a liaison between the process facility and the category department, facilitating communication and keeping all parties informed about project progress.
  • Created proposals for clients that outlined the scope and timeline of the project.
  • Contributed to a 50% increase in lifetime customer value.
  • Authored the company's first engagement handbook.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Consistent success in converting data-driven insights.
  • Achieved results for 2024.
  • Clear communicator, problem solver, and decision maker.
  • Adept in performance tracking tools and operational optimization strategies, credited with saving $16 annually by resolving core inefficiencies in engagement workflows.
  • Engagement Director is a multi-talented Engagement Director who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a retention rate surpassing 16%.
  • Engagement Director with 5 years of successful vendor management and team leadership experience.

Accomplishments

  • Monitored and measured client satisfaction using key performance indicators, maintaining overall satisfaction levels above 66%.
  • Increased team performance by 67% through the design and facilitation of targeted training sessions on customer service best practices.
  • Facilitated the execution of engagement strategies in alignment with the company’s corporate goals, enhancing stakeholder value by 36%.
  • Identified revenue opportunities within existing client engagements, leading to an upsell success rate of 59%.
  • Achieved 63% YOY growth in client acquisition by implementing a data-driven revenue diversification strategy.
  • Achieved 51% regional growth by launching targeted engagement strategies tailored to Atlanta.
  • Aligned corporate goals with social responsibility efforts to engage key stakeholders and secure funding of $15 to support upcoming projects.
  • Managed a portfolio of 6 high-profile clients, maintaining a client retention rate of 80% over 2017.
  • Collaborated with operations to align client service strategies with corporate objectives, resulting in annual revenue growth of $9.
  • Created internal training programs focused on enhancing engagement techniques, yielding a 70% increase in overall customer satisfaction.

Affiliations

  • National Business Development Association (NBDA)
  • International Association of Facilitators (IAF)
  • Business Relationship Management Institute (BRM Institute)
  • Harvard Business Analytics Program Alumni
  • Customer Lifecycle Management Professionals (CLMP)
  • Engagement Strategy Network
  • Interaction Design Foundation - Advanced Engagement Practices Membership
  • International Coaching Federation (ICF)
  • CXPA (Customer Experience Professionals Association)
  • International Association of Administrative Professionals

Certifications

  • ServSafe
  • Six Sigma Black Belt Certification - Ironclad Systems
  • SAFe Program Consultant Certification (SPC) - initiative
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Corporate Trainer (CCT) - International Coach Federation (ICF)
  • CompTIA Network+
  • Strategic Leadership and Management Certification - initiative
  • Master Class in Client Retention Strategies - process
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)

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