Rick Dunn

• Leads a high-performing customer support organization of 37 employees, consistently exceeding industry benchmarks in customer satisfaction & issue resolution greater than 90% and Net Promoter Score (NPS), often exceeding 50%.
• Implemented and leveraged data-driven methodologies (e.g., surveys, customer journey analytics) to drive customer and brand strategies and reduce churn.
• A People & Culture Lead, who fosters an inclusive and engaging company culture by driving initiatives that improve employee morale and engagement.
• Demonstrates strong leadership presence and influential communication skills, effectively conveying complex information to senior leaders and influencing key decisions through data-driven insights and compelling narratives.
• Directs the development and implementation of customized training programs for clients, while optimizing the training system to address evolving needs, close gaps, and maintain high-quality standards.
• Manages the department P&L, driving a 30% expense reduction through operational streamlining while maintaining profitability.

• Developed a high-performing team by providing mentorship, guidance, and opportunities for professional growth.
• Boosted client satisfaction rates over 20% by implementing an exceptional relationship management strategy, which enabled prompt resolution of issues.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
• Optimized email marketing campaigns for existing customers to increase engagement and drive conversions, while collaborating with design and media teams to develop and execute high-quality creative assets that supported marketing and communication objectives.
• Spearheaded the development of an LMS, ensuring effective knowledge transfer through high-quality learning materials featuring my voice and a consistent brand voice across all channels, including the company's IVR.

• Masterminded national campaigns which contributed towards the $25M Base Marketing Challenge.
• Conceived and executed plan migration efforts to monetize existing customers through targeted offers and value-added services.
• Created customer journeys for base and acquisition marketing campaigns to increase customer experience and reduce churn.
• Conducted analysis and presentation of key metrics, customer surveys, and value propositions to executive levels.
• Drove cross-functional collaboration, process creation & improvements to develop a national strategy within plan migration and revenue retention.
• Mobilized front-line workforce to utilize marketing offers.

Notable Achievement:

• Independently devised and launched a trial campaign, that saw a 99% lift in accretive plan migrations.

• Originated and incorporated project plans and processes according to company strategy.
• Engaged colleagues from other departments to create and implement national initiatives.
• Managed multiple projects at one time.
• Created and Implemented process documentation for distribution to thousands of Sprint employees.
• Generated and presented project material.
• Owned matrix management at executive levels which resulted in millions of dollars in revenue savings.