Regional Lead - Strategic Services & Consulting for North America

• Nov 2022 - Present

Director, Strategic Consulting - Financial Service Institutions

• Mar 2022 - Oct 2022

Establishes and guides end-to-end strategy with a prominent role in client-facing delivery of strategic solutions Uncovers new business pursuits and engages in a solution-based selling process, making proactive recommendations to enable continued growth for the clients and account growth for the organization Displays skill in navigating through complex internal environments and matrixed client organizations

Lead, Strategic Consulting - Financial Service Institutions

• Mar 2021 - Mar 2022

Demonstrated ability to analyze client, market, industry, and competitor trends to impact business decisions and shape go-to-market strategy Demonstrated a strong understanding of competing stakeholder objectives, team priorities and requirements by synthesizing for strategic alignment and planning Lead journey mapping and other workshops with cross-functional leaders and teams to build and activate new, or to optimize existing customer-centric journey designs Consulted key… Show more Demonstrated ability to analyze client, market, industry, and competitor trends to impact business decisions and shape go-to-market strategy Demonstrated a strong understanding of competing stakeholder objectives, team priorities and requirements by synthesizing for strategic alignment and planning Lead journey mapping and other workshops with cross-functional leaders and teams to build and activate new, or to optimize existing customer-centric journey designs Consulted key stakeholders to support business case development for projects of significant scope and investment, employing various strategic frameworks Collaborated with partners to find resolutions to disputes and moderate conflicts in professional, empathetic, and efficient manner, encourage healthy team dynamics Delivered refined client journeys by identifying gaps, pain points, and pivotal “moments” in the client experience and leveraging market analysis to enhance products, services, and technology to meet client needs Established progressive test and learn strategies with defined KPIs to understand client transactions, engagement, behaviors and socializes results and integrate winning strategies Demonstrated excellent written, verbal communication and presentation skills, adjusting messaging, positioning, and slideware for different audiences Lead focused assessments to identify opportunities to scale capabilities and enable data-driven, personalization Created and managed process improvement strategies across teams, related projects, and business operations to increase productivity and efficiency Collaborated with partners to find resolutions to disputes, moderate conflicts in a professional, empathetic, and efficient manner to maintain and encourage healthy team dynamics Partnered with stakeholders and team leaders, sustaining positive relationships with them to achieve objectives

Lead, Strategic Business Consulting

• Mar 2020 - Mar 2021

Upheld and exceeded metrics established by the business and diligently worked to meet and exceed KPIs Implements and reinforces the core clients focus leveraging organizational skills to outline and provide exceptional client experiences Interprets voice of the client data to improve client satisfaction and provide directional insight for features, pricing, messaging, and marketing, where applicable Facilitates communication with internal and external stakeholders to garner… Show more Upheld and exceeded metrics established by the business and diligently worked to meet and exceed KPIs Implements and reinforces the core clients focus leveraging organizational skills to outline and provide exceptional client experiences Interprets voice of the client data to improve client satisfaction and provide directional insight for features, pricing, messaging, and marketing, where applicable Facilitates communication with internal and external stakeholders to garner process and project feedback and approvals Launch successful product offers that met both the client’s and the business' needs within technical constraints Works with internal partners to establish KPIs and business outcomes by successfully determining historic and industry baseline metrics against future initiatives Influences leadership action by identifying key opportunities among lines of business or partners that impact overlapping business objectives Performs market insights and competitive analysis to inform business and clients strategy and drive revenue growth Demonstrates autonomy by managing large projects and generating relevant frameworks for strategic alignment Collaborates with creative, web designers, product management, engineers, marketing, and executives to provide informed, quality strategy for execution Observes and documents organizational processes and trends to identify and recommend effective refinements – Managed ongoing development process and interaction with a direct eye towards innovation and improvements Adapted a well-built ability to multitask by continually overseeing multiple time-sensitive projects at one time Build customized client journeys to highlight the marketing opportunities and tactics to meet all client needs

Senior Consultant, Strategic Business Consulting

• Mar 2019 - Mar 2020

Consultant II, Strategic Business Consulting

• Jan 2018 - Mar 2019

Project Manager, Student Affairs Marketing

• Jan 2017 - Dec 2017

Team Lead - Marketing, Planning, & Implementation - QuantiFERON (QFT)

• Jun 2017 - Aug 2017

Led the team to develop a segment-focused, actionable marketing plan to increase revenue by 25% Used qualitative and quantitative research in order to over exceed the marketing revenue monthly Implemented interdepartmental communication between marketing and sales by sharing key barriers Used key insights across the teams to increase sales efficiency and employee and customer education Uncovered the penetration rates and implications in medical specialty groups… Show more Led the team to develop a segment-focused, actionable marketing plan to increase revenue by 25% Used qualitative and quantitative research in order to over exceed the marketing revenue monthly Implemented interdepartmental communication between marketing and sales by sharing key barriers Used key insights across the teams to increase sales efficiency and employee and customer education Uncovered the penetration rates and implications in medical specialty groups re: QuantiFERON (QFT)’s Used tuberculosis testing against competitors and recommended the geographic segment opportunities Used Serviceable Available Market (SAM) that implemented co-analyzing industry insights and IMS data Show less Led the team to develop a segment-focused, actionable marketing plan to increase revenue by 25% Used qualitative and quantitative research in order to over exceed the marketing revenue monthly Implemented interdepartmental communication between marketing and sales by sharing key barriers Used key insights across the teams to increase sales efficiency and employee and customer education Uncovered the penetration rates and implications in medical specialty groups… Show more Led the team to develop a segment-focused, actionable marketing plan to increase revenue by 25% Used qualitative and quantitative research in order to over exceed the marketing revenue monthly Implemented interdepartmental communication between marketing and sales by sharing key barriers Used key insights across the teams to increase sales efficiency and employee and customer education Uncovered the penetration rates and implications in medical specialty groups re: QuantiFERON (QFT)’s Used tuberculosis testing against competitors and recommended the geographic segment opportunities Used Serviceable Available Market (SAM) that implemented co-analyzing industry insights and IMS data Show less

Brand Marketing Coordinator

• Nov 2012 - Dec 2016

Developed, maintained, and implemented $700k marketing budget increasing profit 10%-12% YOY Implemented and socialized organizational re-brand, aligning interdepartmental training, and elements Re-designed the owned, paid media messaging, creative, including protecting the brand standards Clarified all the target audience and increased the average ticket and the conversion rates Strategized, designed, implemented traditional, digital, and social media marketing… Show more Developed, maintained, and implemented $700k marketing budget increasing profit 10%-12% YOY Implemented and socialized organizational re-brand, aligning interdepartmental training, and elements Re-designed the owned, paid media messaging, creative, including protecting the brand standards Clarified all the target audience and increased the average ticket and the conversion rates Strategized, designed, implemented traditional, digital, and social media marketing strategies Facilitated 25-35 seasonal and annual internal including the client-facing campaigns Organized and implemented end-to-end trade shows, employee events, and community outreach Provided programs to increase sales conversions, employee engagement, and brand awareness

Loyalty Program Manager, Marketing

• Jan 2011 - Dec 2015

Created a calendared multi-channel marketing program, including email, social media, and call centers Used direct mail, to increase customer brand awareness, service frequency, and loyalty retention rates Constructed educational and personalized programs to acquire and retain the loyal customers Provided doubling memberships and increased the monthly revenue with a recurring billing model Streamlined customer membership processes, increased time efficiencies for… Show more Created a calendared multi-channel marketing program, including email, social media, and call centers Used direct mail, to increase customer brand awareness, service frequency, and loyalty retention rates Constructed educational and personalized programs to acquire and retain the loyal customers Provided doubling memberships and increased the monthly revenue with a recurring billing model Streamlined customer membership processes, increased time efficiencies for internal administration

Marketing/Sales Administrator

• Apr 2012 - May 2013

Assisted in developing, editing, and distributing advertisements for maximum promotional impact Generated monthly tracking and reporting statistics re: marketing ROI and efficiency for sales forecasting Completed more than 100+ purchase orders seasonally for municipality permits and vendor partners Expedited all the inspections and lower business’ annually that paid fines for lapsed permits

Customer Service Representative

• Nov 2010 - Apr 2012

Converted 90% of phone or online requests to appointments to meet the weekly service goals Managed customer expectations by scheduling service requests based on technician availability Eliminated potentially disgruntled customers by striving for 100% customer satisfaction Provided 50+ "Happy Calls" daily to ensure customer satisfaction and resolve customer concerns Maintained outstanding Net Promoter Scores (NPS) and increased the customer advocacy

Sr. Insurance Representative

• Sep 2013 - Dec 2015

PR Manager Eloquets Enterprise, LLC

• Aug 2010 - Aug 2011

Public Relations Intern

• Jul 2010 - Jan 2011

Reporter, Public Relations, Guest Acquisition

• Aug 2010 - Dec 2010

Editorial Intern

• Jan 2010 - Apr 2010

Editorial Intern

• Sep 2009 - Apr 2010

News Intern

• May 2009 - Aug 2009

General Assignment Reporter

• Jan 2008 - May 2009

News Intern

• Jan 2009 - Apr 2009

RealTalkFM Intern; Media Relations and Show Productions Coordinator

• Jul 2008 - Dec 2008

Communications Department Intern

• May 2008 - Aug 2008