Alexandria Urraro
CX Program Manager
Atlanta,GA
Summary
Customer Experience Program Manager with a proven track record in optimizing customer journeys, increasing retention rates, and enhancing engagement levels using data-driven insights. Recognized for exceptional collaboration across departments, including marketing, sales, and product teams, to prioritize customer satisfaction. Proficient in developing CX programs, monitoring key performance indicators (KPIs), delivering training, and implementing process enhancements.
Overview
8
8
years of professional experience
Work History
Program Manager, Experience
CBRE
01.2023 - Current
- Successfully champions regional portfolio accounts, fostering successful relationships with strategic partners; Collaborates with clients to assess needs and maximize customer relationships. Leads onboarding new clients by providing account implementation support
- Optimized customer journey by enhancing touchpoints and streamlining onboarding, boosting engagement by 15%. Drove product adoption, achieving a 75% adoption rate and 50% utilization rate through enhanced engagement
- Ensures the delivery of high-value data to clients and reports to senior leadership with profit-maximizing insights. Reduced customer churn by 20% through improved digital engagement strategies, leading to higher adoption and retention
- Served as the escalation point, ensuring swift resolution of complex customer issues. Optimized onboarding, reducing customer ramp-up time by 25% and increasing efficiency
- Led cross-functional collaboration with sales, marketing, and product teams to enhance CX and increase retention. Built teams to address project goals and objectives for multiple projects
- Demonstrates detailed program knowledge to ensure client ROI is exceeded. Leveraged NPS scores and customer feedback to drive process improvements and enhance customer satisfaction
Senior Experience Coordinator
CBRE
01.2021 - 01.2022
- Executed day-to-day event operations and managed multiple events simultaneously as the subject matter expert, leading planning and coordinating in-person meetings, events, conferences, and virtual meetings for maximum success
- Led project management for the entire event life cycle, analyzing event processes and strategies to exceed client needs and expectations; Evaluated, monitored, and reported program KPIs and ROI. Promoted cross-functional collaboration to drive successful event execution
- Managed a $375M portfolio alongside a $200K annual budget for event production, marketing efforts, stakeholder engagement, and promotional expenses
Above & Beyond Manager
CBRE
01.2019 - 01.2020
- Conceptualized and executed a people-focused workplace program, serving as the liaison with business divisions to navigate changing workplace objectives; Identified and implemented process improvements and corrective action plans
- Launched a tenant engagement program through a robust digital platform, achieving a 72% adoption rate and increasing tenant satisfaction
- Optimized client portfolio workplace engagement through in-person experiences and events; Conducted an annual customer satisfaction survey, achieving a 71% response rate and a 93% overall satisfaction rating
- Pitched, developed, and produced engaging social media, resulting in a 50% increase in follower growth within six months; Conducted in-depth market research to identify current trends and tailor programs, driving business growth
Event Planning Manager
Hilton Alexandria Mark Center
01.2018 - 01.2019
- Designed and seamlessly executed event logistics, including catering, room blocks, and space design; Orchestrated events, including sales bookings, sales agreements, coordinating food & beverage, audiovisual, billing, and final review
- Managed high-profile events for 496 guest rooms and 60,000 square feet of meeting space, utilizing CVENT tools to capture business goals and generating over $1 million in banquet revenue through up-selling and customization
Event Manager
Washington Marriott Georgetown
01.2017 - 01.2018
- Spearheaded and executed exceptional VIP meetings, executive meetings, and special social galas while prioritizing customer service; Evaluated existing processes, plans, and event planning services to inform process improvements
- Oversaw all conference service operations and personnel, ensuring exceptional customer service experiences
- Established, implemented, and enforced standard operating procedures in collaboration with cross-functional teams
Education
Bachelor of Science - Business Administration, Marketing, Hospitality
Georgia State University
Atlanta, GASkills
- Microsoft Office Suite
- Google Suite
- CRM Software
- View The Space (VTS)
- NPS & Feedback Analysis
- KPI Development
- CX Program Management
- Digital Platform Implementation
- Cross-Functional Collaboration
- Training & Development
- Business Development
- Customer Retention & Loyalty
Accomplishments
2022 Host Innovation Award
2023 United States Property Management Leadership Award: Host Champion
Timeline
Program Manager, Experience
CBRE
01.2023 - Current
Senior Experience Coordinator
CBRE
01.2021 - 01.2022
Above & Beyond Manager
CBRE
01.2019 - 01.2020
Event Planning Manager
Hilton Alexandria Mark Center
01.2018 - 01.2019
Event Manager
Washington Marriott Georgetown
01.2017 - 01.2018
Bachelor of Science - Business Administration, Marketing, Hospitality
Georgia State University
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