Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Summary

Goal-orients Customer Experience Executive dedicated to facilitating ownership of customer experience excellence.. Passionate advocate on strategic customer segments’ expectations and goals, with focus on customer/company experience that sustains mutual growth. Data, feedback and solutions driven to provide ongoing alignment in an effort to maximize customer lifetime value growth.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Director of Customer Experience

Billie
New York, NY
03.2020 - Current
  • Build long-term relationships with customer key leadership, operations, and project stakeholders to build a partnership of trust and respect
  • Monitoring of live customer systems, to provide clarity to the customer of optimization solutions
  • Act as the customer advocate with a focus on improving their experience in the partnership life-cycle
  • Mentoring and development of new team members to help build partnership objectives and to exceed expected goals
  • Input to development of customer support contracts
  • Additional responsibilities and accomplishments as instructed and completed.
  • Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
  • Collaborated with internal stakeholders to close gaps and improve customer experience.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Kept current on market and product trends to appropriately answer customer questions.
  • Offered direction and gave constructive feedback to motivate team members.
  • Built and strengthened strategic relationships with vendors, advertising agencies and leading pharmacy partners.
  • Met deadlines, exceeding expectations and effectively rolling out strategic roadmap initiatives.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.

SOLUTIONS PROJECT MANAGER

Iconma, L.L.C.
Swedesboro, NJ
03.2020 - 01.2021
  • Identified plans and resources required to meet project goals and objectives.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
  • Oversaw high profile projects for by planning, designing, and scheduling phases.
  • Drove team success through shared vision and recognition of quality performance.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

ACCOUNT MANAGER/STRATEGIC DEVELOPMENT

MODERN MARKETING CONCEPTS, INC
City, STATE
06.2016 - 02.2020
  • Actively managed a healthcare book of business of over $2.5MM, meeting or exceeding growth goals of 5-10% annually
  • Liaised between account holders and various departments.
  • Oversaw new business development and customer servicing.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.
  • Managed book of business worth $12.5MM across 4 enterprise accounts.

SENIOR ACCOUNT EXECUTIVE – MEDIA & MARKETING

SPECTRA PRODUCTS, LLC
City, STATE
06.2003 - 07.2013
  • Successfully managed Business to Business account base worth over $2 million in annual revenue
  • Clients included but were not limited to GEICO, Bose, Citibank, Capital One, American Express, Franklin Mint, Allstar Marketing Group, Verizon, Pitney Bowes
  • Increased revenue on existing accounts by 200% in first year and continued 10-20% growth year over year.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
  • Managed and mentored team of account executives.

Education

Bachelor of Arts - Business & Public Relations

University of New Hampshire
Durham, NH
06.2001

Skills

  • Salesforce CRM Software
  • Cross-Departmental Alignment
  • Microsoft SharePoint
  • Employee Performance Evaluations, Goals & Feedback
  • Customer Complaint Resolution
  • Client Relationships
  • Operating Procedures and Policies
  • Strategic Planning and Alignment
  • Key Performance Indicators (KPIs)
  • Process Improvement Initiatives
  • Team Management Experience
  • Continuous Quality Improvement (CQI)

Accomplishments

  • Supervised team of 10 customer experience program leaders & associates.
  • Successfully implemented process improvement initiatives across multiple stakeholder teams
  • Development of Critical Response Team for customer experience driven results
  • Successfully managed implementation and steady state support transition for multiple pharmacy supply-chain customers.

Certification

Lean Six Sigma Green Belt

Salesforce Lightening

Agile & Waterfall Methodology

Timeline

Director of Customer Experience

Billie
03.2020 - Current

SOLUTIONS PROJECT MANAGER

Iconma, L.L.C.
03.2020 - 01.2021

ACCOUNT MANAGER/STRATEGIC DEVELOPMENT

MODERN MARKETING CONCEPTS, INC
06.2016 - 02.2020

SENIOR ACCOUNT EXECUTIVE – MEDIA & MARKETING

SPECTRA PRODUCTS, LLC
06.2003 - 07.2013

Bachelor of Arts - Business & Public Relations

University of New Hampshire

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