GWENDOLYN HODGES
Milwaukee,WI
Summary
Accomplished Outbound Specialist with a proven track record at Crisis Prevention Institute, adept in PROJECT MANAGEMENT and TEAM LEADERSHIP AND DEVELOPMENT. Spearheaded successful outbound campaigns, significantly enhancing customer retention. Expert in cross-functional collaboration, delivering impactful customer satisfaction improvements and operational efficiencies.
Overview
20
20
years of professional experience
Work History
Outbound Specialist
Crisis Prevention Institute
01.2020 - Current
- Promoted to Outbound Specialist due to consistently exceeding performance metrics and delivering high customer satisfaction over six years
- Spearhead outbound campaigns to Certified Instructors (CIs) and organizations, focused on driving training activity, improving renewal rates, and enhancing customer retention
- Collaborate with the marketing team to initiate and manage outreach projects that align with organizational goals, while utilizing the Sales loft platform to drive engagement
- Act as a liaison for customer feedback, providing actionable insights to improve CI training, onboarding processes, and overall customer experience
- Build strong relationships with internal teams and stakeholders, including Sales, to ensure seamless coordination and execution of outbound strategies
Manager
SNL Financial (Now S&P Global Market Intelligence)
01.2005 - 01.2015
- Managed a team of [insert number] individuals in a fast-paced environment, overseeing daily operations and ensuring alignment with company objectives
- Led the development and execution of customer support strategies, improving response times, resolution rates, and overall customer satisfaction
- Conducted performance reviews, coaching, and training to elevate team productivity and foster a collaborative work culture
- Partnered with cross-functional teams to streamline processes and enhance operational efficiency, resulting in improved customer experiences and business outcomes
Education
Iowa Central College
Fort Dodge, IowaSkills
- PROJECT MANAGEMENT
- OUTBOUND SALES AND MARKETING
- CROSS-FUNCTIONAL COLLABORATION
- CUSTOMER RETENTION AND SATISFACTION
- TEAM LEADERSHIP AND DEVELOPMENT
- DATA ANALYSIS AND REPORTING
- CRM AND SALESLOFT PLATFORMS
- PROCESS IMPROVEMENT AND OPTIMIZATION
- COMMUNICATION AND PRESENTATION SKILLS
Timeline
Outbound Specialist
Crisis Prevention Institute
01.2020 - Current
Manager
SNL Financial (Now S&P Global Market Intelligence)
01.2005 - 01.2015
Iowa Central College
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