Experience

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  Ipsos North America

  • Chicago, Illinois, United States

  • Director, Customer Experience

    • May 2024 - Present
    • Chicago, Illinois, United States

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  Material

  • United States

  • Program Manager, Customer Experience

    • Nov 2021 - May 2024
    • United States

    Experience software implementations, CX/EX program management, account lead, develop analysis and insights.

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  laura.lucio|DESIGN

  • Peoria, Illinois, United States

  • FOUNDER | DESIGNER | OPERATIONS MANAGER

    • Aug 2013 - Aug 2023
    • Peoria, Illinois, United States

    Took great pride and joy in founding and growing a company focused on growing local businesses and extending their reach online. Developed, built and maintained business plans, branding kits, trademarks, personalized digital marketing campaigns, SEO, and social media management for various individuals, NGOs and business organizations around the world. Built a lengthy client list with the help of the proficient use of digital platforms. Created keynote presentations to coach clients on new technology and cloud systems. Wrote and quality checked the creative services policy. My current portfolio can be found at http://decusprima.com

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  Samaritan Ministries International

  • Peoria, Illinois, United States

  • CX Project Coordinator

    • Aug 2019 - Oct 2021
    • Peoria, Illinois, United States

    Build strategies for a lasting qualitative customer experience. Support market research and user studies. Developed, built and maintained research projects, survey content and data representation designs. Obtained Qualtrics certification in Customer Experience (CX). Developed scalable solutions for clients’ points of improvement and direction. Assisted in user test studies and in developing KPIs for teams to progress towards an excellent experience for customers and staff toward set goals.

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  City of Mason City

  • Mason City, Iowa, United States

  • DEVELOPMENT SERVICES & CITY PLANNING Analyst

    • Jul 2017 - Feb 2018
    • Mason City, Iowa, United States

    Responsible for performing a variety of confidential, specialized, complex and routine duties for the City’s Development Services department. Served as the analyst in the decision-making process for new development applications. Provided primary administrative and digital support to the Planning and Zoning Division. Created keynote presentations, designed graphics to promote the Blue Zones Project within the City, and maintained the department's online presence, digital and cloud performance.

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  Alliance Business Solutions, LLC

  • Tampa/St. Petersburg, Florida Area

  • Operations Manager

    • Apr 2013 - May 2017
    • Tampa/St. Petersburg, Florida Area

    Successfully managed all projects, department goals and sales with an exponential growth; recruited new talent and delivered on-demand learning sessions; created training policies for remote staff and worldwide contractors to enhance and promote collaboration among cross-functional teams. Facilitated quality performance by exploiting and exploring all digital venues available to the company. Quality controlled and assisted in creating a user-friendly cloud-based infrastructure that would smooth out the digital communication among parties for a stellar customer experience.

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  HomeTelos, LP

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

  • Closing Specialist

    • Aug 2012 - Feb 2014

    Amend/Extend/Cancel/Reinstate contracts as necessary to be in compliance with the Client's guidelines.

  • Contract Review

    • Jan 2011 - Aug 2012

    Review Contracts and have buyers correct as necessary. Handle all Non-Profit, Government and GNND (Good Neighbor Next Door Program) purchases.

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  ABS Tax Services

  • Nashville, Tennessee, United States

  • Professional Tax Preparer

    • Feb 2011 - Apr 2013
    • Nashville, Tennessee, United States

    Prepared taxes for a variety of clients, quality control, bookkeeping, etc.