Experience

ForeSee (acquired by Verint)

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Customer Experience Analyst

  • Sep 2020 - Present

  Regularly create and present comprehensive, actionable, customer engagement strategies to C-Level executives of key accounts. Discover and define customer journeys across business touchpoints and platforms. Including marketing, promotions, merchandising, fulfillment, digital, and store experiences. Integrate multiple data points to bring powerful insights to clients. Serve as Subject Matter Expert for retail; creating and presenting materials to clients, prospects and… Show more Regularly create and present comprehensive, actionable, customer engagement strategies to C-Level executives of key accounts. Discover and define customer journeys across business touchpoints and platforms. Including marketing, promotions, merchandising, fulfillment, digital, and store experiences. Integrate multiple data points to bring powerful insights to clients. Serve as Subject Matter Expert for retail; creating and presenting materials to clients, prospects and internal teams in the category. Assemble and manage cross-discipline project teams. Delegate work, mentor, provide quality control and recommendations to junior analysts.

• Customer Experience Analyst

  • Sep 2015 - Sep 2020

  Cleveland/Akron, Ohio Area Responsible for recognizing and understanding the opportunities, challenges and KPIs of clients in the retail, financial services and government industries. Quantify customer feedback, key drivers of satisfaction, and influences on future behaviors. Analyzing data from multiple sources, including first-party and proprietary metrics, to assist organizations in visualizing and prioritizing key initiatives, strengths and effectiveness. Synthesize data from a variety of… Show more Responsible for recognizing and understanding the opportunities, challenges and KPIs of clients in the retail, financial services and government industries. Quantify customer feedback, key drivers of satisfaction, and influences on future behaviors. Analyzing data from multiple sources, including first-party and proprietary metrics, to assist organizations in visualizing and prioritizing key initiatives, strengths and effectiveness. Synthesize data from a variety of sources to draw out insight to fuel current business objectives/projects, as well as finding the next big opportunities. Leverage segment, industry, and platform benchmarks to determine performance standards. Collaborate with client stakeholders including marketing, operations and analytics divisions to uncover improvement opportunities and direct strategies for short and long term changes. Construct and lead project teams including members of sales, usability and data science. Responsible for survey design, ongoing optimization, analysis and presentation to key stakeholders across client organizations.



Northeast Ohio Media Group

• United States
• Advertising Services
• 1 - 100 Employee

• Marketing Data Analyst

  • May 2013 - Sep 2015

  Cleveland/Akron, Ohio Area Driver of consumer and business research and analysis; taking information from the consumer in combination with audience-based selling principles and applying it to build strategic, multi-platform marketing solutions and presentations for new business, incremental growth and key retention clients. Create robust, ongoing profiles of local consumer groups for use in strategic targeting and reach efforts: including key demographic groups, users of our products, and current and prospective… Show more Driver of consumer and business research and analysis; taking information from the consumer in combination with audience-based selling principles and applying it to build strategic, multi-platform marketing solutions and presentations for new business, incremental growth and key retention clients. Create robust, ongoing profiles of local consumer groups for use in strategic targeting and reach efforts: including key demographic groups, users of our products, and current and prospective buyers of our various clients. Provide local market and national research for use in infographics, sell sheets, company website and other marketing materials. Providing reports on cleveland.com traffic, including key sections, mobile vs. desktop usage and how we fare vs. competitors. Use metrics for internal and external presentations, infographics. Produce metrics and analyze digital campaign results for select white glove accounts. Leverage competitive media and business database to prioritize and distribute relevant, high-potential leads to local, key and digital-focused sales teams. Create content for private and public company blogs and B2B-focused newsletter. Compose copy and analyze results of customer surveys for internal departments. Show less



The Cincinnati Enquirer

• United States
• Newspaper Publishing
• 1 - 100 Employee

• Key Accounts Marketing Strategist

  • Aug 2011 - May 2013

  Cincinnati, OH Responsible for driving holistic, strategic solutions for advertisers based on the individual market, specific industry and core customer needs assessments for clients. Driver of consumer and business research and analysis; taking information from the customer in combination with audience-based selling principles and applying it to build strategic, multi-platform marketing solutions for key accounts. Developing and delivering creative solutions and presentations for key new… Show more Responsible for driving holistic, strategic solutions for advertisers based on the individual market, specific industry and core customer needs assessments for clients. Driver of consumer and business research and analysis; taking information from the customer in combination with audience-based selling principles and applying it to build strategic, multi-platform marketing solutions for key accounts. Developing and delivering creative solutions and presentations for key new business and incremental growth clients. Leveraging in-house and Gannett corporate resources, including Gannett Client Solutions, Digital Marketing Solutions and Enquirer Media Marketing Communications as necessary to ensure the strategic development and successful execution of world-class concepts, solutions and strategies. Liaison for clients and sales teams alike to the Gannett Client Solutions creative group. Responsible for pipeline and project management of Cincinnati Key Accounts working with the group, as well as recommendations on creative direction and media strategy. Show less



Campus Consortium Foundation

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Marketing & Communications Specialist

  • Jan 2010 - Apr 2011

  Responsible for all written communications to internal and external publics, including press releases, social media and monthly newsletters. Served as the Team Leader and Talent Manager for creative, graphic design and marketing professionals at both the CampusEAI U.S. and India offices. Responsible for all corporate marketing, public and media relations efforts. Managed all aspects of the company website, including copywriting, editing, image selection, link verification… Show more Responsible for all written communications to internal and external publics, including press releases, social media and monthly newsletters. Served as the Team Leader and Talent Manager for creative, graphic design and marketing professionals at both the CampusEAI U.S. and India offices. Responsible for all corporate marketing, public and media relations efforts. Managed all aspects of the company website, including copywriting, editing, image selection, link verification and content approval. Served as Project Manager for branding, online relationship management and Search Engine Optimization (SEO) initiatives. Researched and nominated the organization for awards, speaking opportunities and civic leadership causes. Show less



Cleveland Scene

• Marketing Street Team Member

  • Mar 2008 - Apr 2011

  Represented Scene at events hosted by business partners and advertisers. Engaged the public with games and giveaways to promote brand awareness for Scene and its partner organization. Photographed events and readers for inclusion in the publication and website.



Liggett Stashower

• Brand Specialist

  • Mar 2008 - Feb 2009

  Served the account side of the agency in a capacity that bridged current and prospective clients with both service and creative teams. Generated written public relations materials including press releases, company statements, online content and product collateral pieces. Coordinated media relations and marketing activities with trade, consumer and local media as well as online outreach such as blogs and social media. Measured return on investment by tracking print and… Show more Served the account side of the agency in a capacity that bridged current and prospective clients with both service and creative teams. Generated written public relations materials including press releases, company statements, online content and product collateral pieces. Coordinated media relations and marketing activities with trade, consumer and local media as well as online outreach such as blogs and social media. Measured return on investment by tracking print and online media coverage, performing competitive analysis and utilizing Google Analytics. Coordinated on-site special events and nationwide tradeshow appearances. Served clients in the building products, consumer goods and non-profit sectors. Show less



Campus Activities Board - University of South Florida

• Promotions Director

  • Aug 2006 - May 2007

  Developed all promotional materials for the organization and events. Served as the manager for and liaison to off-campus sponsorships. Worked as member of event staff and street team coordinator for events. Successfully pursued and maintained organizational relationships with on and off-campus newspapers, television channels and radio stations. Contributed to development of all aspects of on-campus special events.



The Oracle - University of South Florida

• Reporter

  • Aug 2005 - May 2007

  Worked as a staff writer for the news department and covered stories on-campus and in the Tampa Bay area. Coordinated art and/or photos for stories with photographers and editors. Provided assistance with proofreading and copyediting. Generated new story ideas and angles for features. *Generated new story angles for features.

• Advertising Account Executive

  • Mar 2005 - Aug 2005

  Developed and maintained relationships with 15+ regular clients. Served as a liaison between clients and in-house graphic arts department to design, write copy and polish advertisements.



London Chamber of Commerce and Industry

• United Kingdom
• Non-profit Organization Management
• 1 - 100 Employee

• Event Planning Intern

  • May 2006 - Jul 2006

  Used an extensive series of internal and external research to create a mid-sized business event for Chamber members. Wrote biographies for event keynote speakers and VIP attendees. Assisted with event coordination, including venue contact, maintaining guest list databases and physical set-up processes. Assisted with membership development initiatives.