DEBBIE KNOWLAN
Las Vegas,NV
Summary
Results-driven business operations and customer experience expert with a proven track record of driving product innovation, elevating customer experience, and implementing solutions that fuel business growth. Experienced in leading cross-functional teams, optimizing processes, and leveraging technology to achieve operational excellence and enhance customer satisfaction. Focused on innovation and passionate about delivering exceptional customer experiences, consistently striving to exceed expectations and drive tangible results for organizations.
Overview
26
26
years of professional experience
Work History
Business Operations Strategist
516 Business Solutions
04.2017 - Current
- LAIGO Technologies: Orchestrated business operations at SaaS startup LAIGO, driving the implementation of cutting-edge software solutions and streamlined processes, while devising and executing go-to-market (GTM) strategies and steering the product and development roadmap to fuel innovation, accelerate growth, and optimize operational performance.
- United Airlines: lead consultant assisting in the 3-year launch and training of the CORE4 initiative – 2017–2020, which emphasized customer and operational excellence
- Expertise across diverse industries including luxury hotels, global airlines, and major special events such as the NFL Super Bowl, NFL International Series, MTV Music Awards, NBA Finals, and NCAA Final Four
- Trusted advisor providing strategic guidance and actionable recommendations, enabling clients to achieve business objectives and gain a competitive edge
- Collaborated with cross-functional teams to develop and execute strategic initiatives aligned with organizational objectives.
- Provided actionable insights based on data-driven analysis, enabling informed decision-making across all levels of the organization.
- Enhanced stakeholder communication, presenting complex information clearly and effectively.
Vice President, Customer Experience
Jampack (Fuse Technologies)
04.2021 - 05.2024
- Drove exponential growth for a SaaS startup leading business operations from inception to achieving $50 million GMV
- Marketing Leadership: Led sales email channels, developed compelling copywriting, and executed email marketing campaigns
- Successfully implemented CRM systems to optimize customer engagement and drive revenue growth
- Led product design and engineering roadmaps establishing a robust foundation during the company's initial 18 months
- Implemented streamlined business operations processes, reducing production time by 95% through optimized sales, marketing, and digital event strategies and introduced AI for customer support
- Introduced innovative customer service and client success policies including a split payment feature that enabled unique multiple payment plans within a single order, enhancing customer experience and client adoption
- Launched a pioneering CSAT rating system achieving over a 10% improvement in customer satisfaction within the first 3 months
- On-site event operations and logistics, enhancing overall guest experience by introducing more robust food and beverage options and tailored package plans, resulting in improved event satisfaction and increased customer retention
Director, CRM
NFL - Atlanta Falcons Football
10.2013 - 04.2017
- Led implementation of a multi-modular sports CRM system for the Atlanta Falcons, Mercedes-Benz Stadium, and Atlanta United Sales and Sponsorship departments, successfully onboarding 80+ users ahead of schedule
- Spearheaded the launch of the first paperless PSL contracting platform for an NFL stadium opening, while leading CRM integration processes to enhance Sales and Service procedures at Mercedes-Benz Stadium and its preview center
- Managed data analytics projects and email marketing campaigns to enhance the fan experience, resulting in a 105% increase in open rates from the launch phase to Phase 2, and an additional 11% lift from Phase 2 to Phase 3
- Achieved a record 87% in-person meeting rate with the Atlanta Falcons account holder base through targeted customer relationship and retention strategies, improved staff productivity efforts, and adoption of reporting and tracking tools, surpassing the 85% target
- Reduced customer churn by 15% and improved overall customer satisfaction by introducing targeted loyalty programs
- Oversaw the implementation and integration of a new CRM system for 200+ sales and customer service personnel
- Achieved a 25% year-over-year increase in customer retention by developing a comprehensive CRM strategy and optimizing customer journey touchpoints
Director of Season Ticket Services
NFL - Atlanta Falcons Football
11.2008 - 10.2013
- Established and led the first dedicated NFL service department, creating customer service processes and proactive outreach initiatives, resulting in enhanced exclusive benefits for season ticket holders
- Recognized in the NFL League Best Practice Handbook for the Atlanta Falcons Service Department's exceptional game-day fan experience during the 2012 season
- Developed successful annual marketing renewal and early bird renewal campaigns for general, premium club, and suite level seating, achieving an impressive average retention rate of 85% over five seasons
- Implemented personalized services and exclusive benefits for over 15,000 Atlanta Falcons season ticket holders, including special events, a dedicated website, social media engagement, Live Chat, and a dedicated call hotline
- Spearheaded the transition from a manual to an automated seat relocation system, resulting in $1.5 million in additional seat revenue and a 39% increase in overall account value, providing valuable business growth insights and justifying the need for a CRM system
- Reduced annual churn rate by 20% by enhancing the season ticket holder experience, leading to $1.5 million in sustained revenue
- Achieved the highest season ticket holder satisfaction score in franchise history, increasing by 25% through enhanced engagement programs
Director, Season Ticket Services & Retention
NBA - Miami HEAT
11.2002 - 10.2008
Marketing & Sales Coordinator
The Ritz-Carlton Hotel Company
07.2000 - 11.2002
Activities Manager
The Ritz-Carlton, St. Thomas
09.1998 - 06.2000
Education
Bachelor of Science - Recreation and Tourism Management
Indiana University
12.1998
Skills
- Strategic Planning
- GTM Strategy
- Client relationship management
- Data analytics
- Project management
- Creative thinking
- KPI monitoring
- Brand strategy
- Business needs analysis
- Scenario planning
- Teamwork and collaboration
- Customer segmentation
- Cross-functional team collaboration
Accomplishments
- Blank Family of Businesses Leadership Award, 2014
- Blank Family of Businesses Award: Values in Action, 2014, Innovate Continuously & Lead by Example
- Blank Family of Businesses Award: Values in Action, 2012, Innovate Continuously
Timeline
Vice President, Customer Experience
Jampack (Fuse Technologies)
04.2021 - 05.2024
Business Operations Strategist
516 Business Solutions
04.2017 - Current
Director, CRM
NFL - Atlanta Falcons Football
10.2013 - 04.2017
Director of Season Ticket Services
NFL - Atlanta Falcons Football
11.2008 - 10.2013
Director, Season Ticket Services & Retention
NBA - Miami HEAT
11.2002 - 10.2008
Marketing & Sales Coordinator
The Ritz-Carlton Hotel Company
07.2000 - 11.2002
Activities Manager
The Ritz-Carlton, St. Thomas
09.1998 - 06.2000
Bachelor of Science - Recreation and Tourism Management
Indiana University
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