Director of Customer Marketing

• Dec 2020 - Present

Customer Marketing Manager

• Jan 2020 - Dec 2020

Director of Client Retention & Engagement

• Aug 2017 - Dec 2019

• Provides vision and leadership for the design, execution, and management of the corporate client Net Promoter Score (NPS) and Voice of the Customer (VOC) Programs• Evaluates and leverages data, customer insights, and market research to identify and prioritize areas of opportunity where changes to technology and processes would improve CX and operational efficiencies across the organization• Responsible for lifecycle management across customer journeys and buyer personas, developing strategic and creative solutions to ensure key messages are effectively shared with appropriate external and internal audiences• Defines CX campaign performance metrics and measurement plans to understand what success looks like across KPIs and uncover trends in marketing program performance and customer behavior• Excels working across revenue generating teams including sales, operations, and marketing to align CX strategy with cross-functional organization efforts

Sales Operations & Marketing Analyst

• Nov 2016 - Jul 2017

• Responsible for optimizing business performance of the sales and marketing organization by analyzing market data, tracking lead tasks, and completing competitive analysis projects• Administered the Salesforce Database and engaged in ongoing process improvement across platforms including Hubspot, WebEx, and Qualtrics • Administered the company's Sharepoint instance housing customer documentation, contracts, product and technical documentation, and marketing resources• Implemented and reported on the company’s Net Promoter Score (NPS) Program • Built sales presentations for board meetings, customer proposals, and sales planning meetings• Assisted in planning, coordinating, and hosting the company's yearly client user meeting with over 150 users in attendance

Inside Sales Support & Analysis

• May 2013 - Nov 2016

• Analyzed and reported on account and regional sales performance data, making recommendations to the Chief Sales & Marketing Officer regarding opportunities and concerns• Prepared weekly and monthly sales reports for the Vice President, customers, and sales managers• Built and conducted pricing analysis methods providing business information to determine regional and local pricing opportunities• Managed and prepared rep agency, private label manufacturing, and customer contracts• Built sales presentations for board meetings, customer proposals, and sales planning meetings• Identified and implemented sales process methods and improvements, coordinating with the SalesForce administrator to increase revenues• Controlled customer information database and implemented price change communications

Sales Manager

• Jun 2012 - Apr 2013

• Responsible for managing a $4 million/year business• Developed talent through management of 20+ associates• Maintained selling floor presentation standards• Partnered with store management executives and district partners to execute merchandise placement and sales promotion set-up • Responsible for managing a $4 million/year business• Developed talent through management of 20+ associates• Maintained selling floor presentation standards• Partnered with store management executives and district partners to execute merchandise placement and sales promotion set-up

G Book Senior Editor

• Dec 2010 - Aug 2012

• Wrote copy, edited, and designed the G-Book, the official traditions handbook of the University of Georgia• Collaborated with University officials, the Student Alumni Association, and various on-campus organizations to create and maintain campus traditions of both past and present • Organized the annual G-Book kickoff event in addition to hosting “Tradition Keeper Check-In” Days to track progress made towards earning commemorative pins and plaques • Created a comprehensive marketing, PR, and communications program to raise awareness and enhance the visibility of the G-Book, a $15,000 project containing the traditions, spirit, and pride of a 227 year old institution

Access Services - UGA Main Library

• Dec 2011 - May 2012

• Charged and discharged loan materials for patrons in largest research library in the Southeastern Conference• Assisted faculty in preparing academic materials for loan to students• Provided research assistance to patrons seeking materials on subjects relevant to their interests• Assisted reserve desk and circulation office as necessary

Customer Service Associate

• Jul 2010 - Feb 2012

• Promoted from Cashier because of outstanding customer service demonstration and attention to detail• Maintained a balanced cash drawer ranging from $200 - $2500+ while processing returns and exchanges• Provided excellent customer service to over 2500 patrons on home football game days• Worked with roughly 2000 students each semester to fulfill their graduation cap and gown needs • Promoted from Cashier because of outstanding customer service demonstration and attention to detail• Maintained a balanced cash drawer ranging from $200 - $2500+ while processing returns and exchanges• Provided excellent customer service to over 2500 patrons on home football game days• Worked with roughly 2000 students each semester to fulfill their graduation cap and gown needs

Membership Associate/Courtesy Counter Representative

• Aug 2006 - Aug 2009

• Sold Memberships and provided excellent customer service in a family-friendly atmosphere• Processed member payments both online and in-person• Registered and enrolled participants in various programs • Created clear, creative copy for both print and online content• Assisted the Membership Director to create displays of upcoming events and programs • Answered phone inquiries • Welcomed and checked-in members and guests • Sold Memberships and provided excellent customer service in a family-friendly atmosphere• Processed member payments both online and in-person• Registered and enrolled participants in various programs • Created clear, creative copy for both print and online content• Assisted the Membership Director to create displays of upcoming events and programs • Answered phone inquiries • Welcomed and checked-in members and guests