Experience

Experian Employer Services

• United States
• Financial Services
• 200 - 300 Employee

• Enterprise Customer Experience Manager

  • Aug 2022 - Present



Verint

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Enterprise Account Manager

  • Aug 2019 - Jul 2022

  Works with clients to transform their Voice of Client programs into a strategic business discipline that delivers economic impact. Offers a rigorous approach to customer experience measurement, access to an unmatched 200 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements. Works with clients to transform their Voice of Client programs into a strategic business discipline that delivers economic impact. Offers a rigorous approach to customer experience measurement, access to an unmatched 200 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements.



Equifax

• United States
• Financial Services
• 700 & Above Employee

• Strategic Account Manager

  • Jan 2018 - Aug 2019

  • Established, maintained and managed key customer relationships• Led Equifax sales efforts for targeted account areas• Worked seamlessly across Equifax with cross-functional team in order to smoothly engage and coordinate all functional areas• Assessed the client's needs and leveraged appropriate Equifax expertise/solutions for profitable sales• Developed business cases to support solution development that include the "voice of the customer"• Managed negotiations, sales pipeline, pricing and customer contracts• Represented Equifax at key customer meetings or customer sponsored events• Worked with the NPI team to build applicable solutions• Collaborated with Equifax partners for integrated solution development Show less

• Director Account Management

  • Aug 2014 - Dec 2017

  • Managed 6 remote professionals that covered the following services: Tax Credits and Incentives, Unemployment Tax Management, I-9 compliance, W-2 management, Paperless Pay product, Affordable Care Act and Employment Verification• Responsible for approximately 300 clients totaling $27M in revenue • Drove client retention of existing solutions through outstanding client service and support, while ensuring clients gained and recognized full value of solutions• Leveraged Demand Generation strategies to drive revenue growth, served as a trusted partner and advisor as well as maintained productive and professional relationships with client contacts• Identified, mobilized, and delivered into the relationship the right people, solutions, resources, and ideas from across the organization• Proactively assessed, clarified, and validated customer needs on an ongoing basis, and provided thought leadership around enhanced solutions and partnership• Successfully managed contract negotiations, contract renewals and RFP responses for existing services within own book of business• Met and/or exceeded sales goals and client retention goals through delivery of services/products that add value and profit Show less

• Manager, Client Relations

  • Apr 2013 - Aug 2014

• Tax Credits and Incentives Client Relationship Manager

  • Nov 2009 - Mar 2013

  Expertise includes Work Opportunity Tax Credit Program, State Location Based Incentives and State and Local Government Negotiated Incentives



First Advantage Tax Consulting

• Tax Manager

  • Mar 2005 - Nov 2009

  • Worked with client base to find and calculate federal and state tax credits • Worked with client base to negotiate state and local economic development incentives • Served as company’s government liaison for training grants • Served as account coordinator for firm’s largest client • Worked with client base to find and calculate federal and state tax credits • Worked with client base to negotiate state and local economic development incentives • Served as company’s government liaison for training grants • Served as account coordinator for firm’s largest client



Indiana Department of Commerce

• Director

  • Jan 2003 - Mar 2005

  Oversaw Controller's Office, Human Resource Office and Development Finance OfficeManaged 30 professional employeesHUD funded Community Development Block Grant (CDBG) Program Manager. Duties included making final determination of funding for $36 million programMember of the State's Consolidated Plan Committee. Duties included conducting statewide public forumsPoint of contact for over 200 grant administrators

• Controller

  • Jun 1999 - Jan 2003

  Responsible for all financial areas of the Department of Commerce, Lieutenant Governor's Office, and Office of Commissioner of AgricultureOversaw an annual budget of $125 millionPrepared biennial budget for 60 accountsResponsible for compliance for approximately 1,000 state funded grants and tax credit credit awardsCoordinated training sessions for 100 grant administrators annuallyMember of the Legislative teamManaged a staff of 20 professional employees