Trevor Graham
Newark
Summary
Dynamic Customer Experience Manager with a strong foundation in oral and written communication, conflict resolution, active listening, and problem-solving. Expertise in managing diverse projects across multiple industries, consistently aligning project outcomes with client expectations and organizational objectives. A commitment to exceeding expectations drives the delivery of exceptional service and enhances overall customer experiences. Proven leadership and strategic planning abilities ensure seamless project execution and foster effective team collaboration.
Overview
10
10
years of professional experience
Work History
Project Management Consultant
Factor Entertainment
Montclair, NJ
05.2024 - 09.2025
- Orchestrated project management and coordination between illustration, animation, and video editing teams to ensure timely deadline adherence.
- Directed sourcing and securing of video and photography teams to enhance production quality.
- Developed and refined engaging advertisements and video content to boost audience interaction on Facebook and Reddit.
- Facilitated and coordinated speaking engagements at conventions to strengthen professional networking opportunities.
- Led cross-functional teams to deliver projects on time and within budget.
- Implemented risk management strategies to identify and mitigate potential project issues.
- Developed comprehensive project plans, outlining scope, timelines, and resource allocation.
- Streamlined communication processes among stakeholders, enhancing collaboration and efficiency.
Customer Experience Manager
Joan Garry Consulting
Montclair, NJ
01.2018 - 05.2024
- Directed management of internal systems and service roles to enhance team responsiveness to customer needs.
- Expanded membership base from 2,500 to over 5,500 within three years.
- Attained monthly retention rates of 94-97% for a membership program exceeding 5500 participants.
- Identified and tracked website issues, coordinating with relevant teams to implement effective solutions.
- Led discussions with sales team members to analyze selling challenges and recommend actionable strategies for improvement.
- Led development and execution of an affiliate program, establishing partnerships with prominent nonprofit leaders and existing members.
- Assisted in organizing nonprofit leadership workshops to improve team collaboration. Supported project teams in meeting goals through clear communication. Aided in creating training materials for leadership development programs.
- Led customer experience initiatives to enhance client satisfaction and loyalty.
- Developed strategic training programs for staff to improve service delivery standards.
Marketing & Sales Manager
Sooryen Technologies
Oradell, NJ
04.2015 - 04.2016
- Executed marketing initiatives and optimized referral networks to drive business development.
- Identified and leveraged optimal marketing channels and target customers for campaign success.
- Monitored industry trends and competitor activities to enhance material creation and boost follower engagement.
- Managed content creation for blogs, company website, press releases, and case studies to enhance brand visibility.
- Oversaw comprehensive social media strategy, including blog content creation, website design, press releases, and case studies.
- Maintained organized inventory of marketing literature and sample files to support promotional efforts.
- Developed and executed comprehensive marketing strategies to enhance brand visibility and market share.
- Led sales team in identifying new business opportunities and optimizing client relationship management processes.
Education
Bachelor of Science - Business Management & Marketing
William Paterson University
Wayne, NJ01-2015
Skills
- Experienced in Zendesk chat assistance
- Social media content management
- Strong verbal and written communication
- Team skill enhancement
- Optimized member satisfaction
- Expert in marketing strategies
- Strategic business development
- Business development strategies
- Proficient in social media platforms
- Skilled in productivity tools and applications
- Skilled in managing CRM systems and web platforms
- Effective scheduling techniques
- Coaching expertise
- Team leadership
- Strategic task assignment
- Collaborative teamwork
Websites
Affiliations
- Vice President of the Board of Trustees for the Hemophilia Association of New Jersey
- Volunteer at Paul Newman's Hole in the Wall Gang Camp, Ashford, CT
Timeline
Project Management Consultant
Factor Entertainment
05.2024 - 09.2025
Customer Experience Manager
Joan Garry Consulting
01.2018 - 05.2024
Marketing & Sales Manager
Sooryen Technologies
04.2015 - 04.2016
Bachelor of Science - Business Management & Marketing
William Paterson University
INTERESTS
Musician, camping, volunteer work, travel and rescuing animals