Experience

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  SOCKET

  • Columbia, Missouri Area

  • Director of Marketing and Consumer Sales

    • Sep 2012 - Jun 2014
    • Columbia, Missouri Area

    Responsible for leading a team of marketing professionals and managing all aspects of consumer and business marketing in a fast-paced, deadline-driven telecommunications company.• Oversee the management and execution of all marketing functions, including direct mail, email, social media, events, and advertising through print, web, radio and television. • Increased new consumers by 17%, while decreasing marketing spend by 22%.• Launched new brand advertising campaign.• Created and managed annual marketing plan, incorporating both B2B and B2C processes and strategies• Created, managed, and executed marketing action plans related to data quality and marketing efficiency and effectiveness. • Managed Net Promoter Score (NPS) survey for consumers and implemented new survey for business customers.

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  MidwayUSA

  • CRM Manager

    • May 2005 - Aug 2012

    Implemented and managed the CRM and database marketing processes that focused on leveraging the company’s data asset and increasing ROI on marketing spend through customer segmentation and selection, data hygiene, acquisition of customer prospect lists, and measurement of customer sentiment.• Selection optimization and measurement of lift for direct marketing process.• Created an innovative customer scoring algorithm used to rank the customer database• Developed marketing database using MS SQL Server• Complex T-SQL query writing• Development of marketing key measures and dashboard• SSIS package development for marketing operations• Customer Requirements and Customer Satisfaction survey development and execution• Managed data-related vendor relationships• Acquisition and development of marketing benchmark data

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  Excellence in Missouri Foundation

  • Missouri Quality Award Examiner

    • 2007 - 2010

    Examiner in 2007 and Senior Examiner in 2010. Responsible for reviewing applications, conducting site visits, and providing feedback to organizations who submitted applications for the Missouri Quality Award, which is based on the Malcolm Baldrige National Quality Award criteria.

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  Hewitt Associates

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Call Center Unit Manager for Multiple Client Team

    • Jun 2002 - Jul 2004

    Implemented new Multiple Client Team environment delivering BPO services for ten Fortune 500 clients. • Responsible for developing prospective client relationship within the call center function of the business.• Managed and developed three project managers on the team who also provided front-line support to representatives. • Enhanced attendance and performance by daily mentoring, side-by-side coaching, managing team knowledge resources, analyzing service statistics, providing on-the-spot feedback, and conducting formal monthly performance feedback sessions.• Collaborated with Quality Department and Operations Department to create and implement strategic plans to enhance customer satisfaction and operating efficiency.• Managed and improved the new hire training and ongoing development of representatives.• Successfully implemented new services and projects for multiple clients.

  • Workforce Operations Manager

    • Mar 2000 - May 2002

    Promoted to position to implement the firm’s new Workforce Management system for a business group of six client call centers ranging from 6 to 220 seats. Managed all aspects of change management, implementation and training of Workforce Management tools and processes.• Reduced required call center staff by 35 representatives through more effective, centralized operations management of the call centers, which played a key role in successful negotiations for multimillion dollar contract with client that was crucial to profitability of the overall business unit. Clients included: SBC (now AT&T), Verizon Wireless, Kellogg, US Cellular, Kmart• Implemented and conducted operations training sessions for managers and representatives and provided ongoing coaching. • Created and implemented strategy and process for resource sharing between call centers, which allowed three client teams to react to ad hoc client needs and generate new revenue.

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  Missouri State University - Center for Assessment and Instructional Support

  • Research Specialist

    • 1995 - 1997

    Conducted surveys; analyzed and developed Statistics for University and College Accreditation; presented "Increasing Productivity in Mailed Survey Research" at Mid-America Association of Institutional Research conference.

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  US Army

  • Ft. Benning, GA; Ansbach, Germany; Ft. Gordon, GA

  • Electronic Communications Radio Repairer

    • 1987 - 1991
    • Ft. Benning, GA; Ansbach, Germany; Ft. Gordon, GA

    Team leader during Operation Desert Storm; implemented 24x7 repair operations; honor graduate.