Sheryl A. Esquilin

• Active Career Break- Part of a reduction in staffing due to global pandemic; proactively pursuing certifications within an online format to increase knowledge of remote communication and project management programs

Monat Market Partner| Virtual Office

• Utilize a variety of knowledge and skills from previous work history as a freelance business strategist
• Confer with existing and potential customers to assess needs, propose optimal solutions, and provide management with product roadmap
• Design and manage digital execution of marketing content through various social media platforms to leverage communications and outreach.

• Actively managed and connected with local market constituents throughout the lifecycle of their engagement, collaborating and finding creative solutions to ensure they achieve their goals
• Promoted to new team at National office as Customer Success Manager
• Managed a team of 6+geographically distributed Customer Success specialist; mentoring and coaching to grow engagement
• Strengthened the customer experience culture through coaching performance and refining key engagement processes
• Developed strong channels of communication with Leadership and peers to design product roadmaps, creating value-added customer engagement touchpoints and enabling teams to cultivate relationships and identify opportunities for process improvement
• Increased participant retention from 47% to 64% through regular data analysis, prioritization, and problem solving
• Served as lead on several special projects with tight timelines, including new campaign communications plans, website chat rollout, and creating and maintaining virtual training program
• Provided analysis and insight using CRM and Power BI reporting into engagement strategy and key success metrics
• Defining and implementing programs to drive adoption and retention.

• Strategized, developed, and delivered operational processes and training to maximize productivity for FOH staff
• Supervised all departments from payroll to marketing to establish operational deliverables for opening
• Grew profit through tight control of KPI’s such as labor, waste reduction, and revenue growth targets
• Opened & supported a successful $10M operation by demonstrating outstanding management skills
• Encouraged a culture that ensured all staff deliver the highest standards of service and A+ customer experience
• Implemented exceptional customer service skills to attract and retain high value.