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Work Background
MaterialDirector, Loyalty + CRM Strategy
May. 2024Lead and develop customer loyalty and customer relationship management (CRM) initiatives and campaigns for clients; lead loyalty and CRM optimization projects incorporating competitive research, industry insights, and thought leadership to develop strong, profitable loyalty& CRM programs. Serve as subject matter expert and main contact with clients on projects. Specialize in developing financial business cases for project pitches, program optimization and profitability/success metrics.
MaterialSenior Strategist - Loyalty & CRM
May. 2022 - Jun. 2024Develop strategic marketing campaigns to build customer relationships & loyalty. Financial analysis & modeling of strategic marketing initiatives.
WindstreamSr. Consultant - Marketing Strategy
Aug. 2019 - May. 2022Little Rock, Arkansas Area•Marketing strategy lead for Small to Medium Business customers, with focus on managing and growing existing customer revenue of $25M, and implementing customer upsell, retention, loyalty, and life cycle communication programs to reduce churn rate and increase Net Promoter Score (NPS). •Utilize analytical and communication skills to develop a well-rounded marketing communications plan to grow existing customer revenue. Responsible for promotional strategy, customer targeting, and analyzing KPI’s of all direct response marketing campaigns. Ensure that social media, website, collateral, and all other content aligns with overall brand strategy, and promotes marketing initiatives to grow customer upsell and loyalty. Effectively managed marketing budget of $300k annually. •Worked with a cross-functional team to develop a customer life-cycle management process, including marketing campaign strategy and copywriting to build loyalty, increase product utilization, and grow web & social media engagement. •Duties include writing compelling content for email marketing, direct mail, social media, and campaign landing pages for business customers; also write technical content for legal notices, product discontinuances, and other required customer notifications. •Develop the marketing communications strategy for new customer portal launch to drive adoption and engagement; provide strategy insights related to marketing communications and upsell targeting within the customer portal. New focus on digital transformation to improve customer experience and drive more customer satisfaction through self-service options within the portal. •Plan, communicate, and manage front-line programs to ensure that all customer interactions are aligned with overall strategy, marketing message, and Windstream corporate values. Often create front line rep scripting aligned with campaigns, and regularly report on program results and overall goals.
AsurionSr. Manager Customer Experience
Dec. 2018 - Aug. 2019Greater Nashville Area, TNCustomer Experience Deep Dives, survey data analytics, NPS review, and Voice of the Customer analysis.
WindstreamMarketing Consultant - Customer Experience & NPS
May. 2018 - Dec. 2018Little Rock, Arkansas Area- Responsible for reporting and analysis of Consumer & Small Business customer NPS. Manage vendor relationship with research firm conducting customer surveys; provide input on NPS survey questions to gain actionable insights into functional business areas. Report quarterly NPS results to business units and leadership and provide analysis about overall business objectives that impacted scores. Also provide suggestions for initiatives in functional business areas to improve overall NPS scores and drivers related specific channels and processes. - Provide customer experience perspective for many business initiatives and projects. Main 2018 projects include launching a new customer portal and a new vendor relationship that enables better customer communication surrounding dispatch and repair appointments. Project responsibilities include: utilizing foundation of knowledge about Consumer & SMB customer base to gauge their responses to the new portal and notifications, and developing a robust communication strategy to introduce, explain, and generate overall excitement about these two new initiatives. Communication strategy encompasses social media, traditional mail, online notices, and website functionality with new projects.
FreelanceGinny's Resume Review & Writing
Jan. 2018I have been helping friends & colleagues with their resumes & cover letters for several years now, and I would love to help you too. I am a marketing professional with an MBA, BBA in Accounting, and BA in English Literature. I am passionate about utilizing my marketing skills to help promote you to your next employer! Everyone needs a great resume to stand out in the crowd - whether you are applying for a new job or considering going to college or grad school. Contact me today for reasonably priced resume and cover letter reviews. A professionally written resume and cover letter will make all the difference in your application experience.
WindstreamMarketing Consultant - Customer Loyalty & Retention Strategy
Oct. 2015 - May. 2018Little Rock, Arkansas Area• Marketing strategy consultant for Small to Medium Business customers, with focus on managing and growing existing customer revenue of $25M, and implementing customer retention, loyalty, and life cycle communication programs to reduce churn rate and increase Net Promoter Score (NPS). Conduct weekly audit of all retention offers to ensure financial viability of programs. • Work with a cross-functional team to develop a customer life-cycle management process, including customer campaigns to build loyalty, increase product utilization, and grow web & social media engagement. Campaigns resulted in the highest response rates in company history. • Utilize analytical and communication skills to develop a well-rounded marketing communications plan to grow existing customer revenue. Responsible for promotional strategy, customer targeting, creative content, and analyzing results of all direct response marketing campaigns. Effectively managed marketing budget of $300k annually. • Plan, communicate, and manage front-line programs to ensure that all customer interactions are aligned with overall strategy, marketing message, and Windstream corporate values. Created quarterly summary sheets for all front-line reps, and regular meetings to report on program results and overall goals. • Lead a business process team and outside software vendor to create an internal application to track and analyze customer disconnect requests in alignment with dynamic business needs; developed comprehensive testing and training plans with full implementation in 4Q17.
SMU Cox School of BusinessAssistant Director of Graduate Admissions
Aug. 2013 - Sep. 2015Dallas, Tx• Utilize analytical and communication skills to recruit students for the Professional MBA and five specialized Master’s programs by developing marketing content in print and digital media outreach campaigns, and by effectively managing website content and social media platforms across all programs. Resulted in 30% higher overall applicant yield in 2014. • Travel nationally to represent the SMU Cox portfolio of programs at recruiting events by utilizing the Customer Relationship Management system to engage prospective students. Created the initiative to recruit nationally for Master’s programs resulting in a 50% higher application yield rate in 2014. • Plan and direct multiple on-campus recruiting events by producing promotional materials for prospective students and follow-up communications with all attendees; utilize a high-touch, customer-centric method which resulted in 35% higher prospective student attendance in 2014. • Create and manage application spreadsheet to streamline all incoming applications and provide detailed tracking data on admission status to applicants and Admissions Directors; collect and process tuition deposits totaling $200,000 annually; supervise international student visa process for Cox graduate students. • Conducted liability account reconciliation that resulted in over $100,000 being taken to revenue and a renewed student tuition deposit process to more efficiently match revenue periods.
SMU Cox School of BusinessAdmissions Coordinator, MBA Admissions
Apr. 2011 - Aug. 2013Dallas, TX-Assisted the new Director of Master of Science in Finance program in its inaugural year. Organized application materials, admissions interviews, decision letters, student communication and social media interaction; tripled application pool in 3 months & doubled expected number of admitted students -Created and managed application spreadsheet to organize incoming applications for 4 graduate degree programs -Manage social media outlets for 4 graduate programs; improved communication with students and encouraged students to begin collaborating on projects before start of classes - Prepare detailed Excel spreadsheets to track admission status of applicants in 4 graduate degree programs - Assist with Information Sessions & Recruiting Events; initiate contact with prospective students, create and present PowerPoint Presentations during events, and follow-up with all prospects ***Highly Proficient in Microsoft Office, Excel, and Powerpoint***
SMU Cox School of BusinessTeaching Assistant to Director of Diversity, Professor Steve Denson
Nov. 2010 - May. 2011Dallas, TX- Organized classroom management by implementing new, efficient processes for assignments, grading, and recording academic records in Excel - Updated classroom lectures through the use of Microsoft Word and PowerPoint Presentations - Managed communications with students regarding assignments, lectures, and grading procedures
Becker CPA ReviewSMU Campus Representative for Becker Professional CPA Review
Aug. 2009 - May. 2011Dallas, TX- Coordinated marketing efforts at SMU, including communication with student organizations and accounting societies and professors about Becker CPA Review courses - Organized informational sessions between Becker CPA Review and SMU’s chapters of NABA and ALPFA, as well as SMU’s Master of Science in Accounting program. - Utilized in-depth knowledge of Microsoft Excel and PowerPoint Presentations to efficiently coordinate marketing efforts and communicate CPA Exam information to students
SMU Cox School of BusinessAccounting Teaching Assistant to Professor Liliana Hickman-Riggs
Aug. 2008 - May. 2011Dallas, TX- Administered biweekly tutoring sessions for students, including reviewing and summarizing lectures and assignments - Maintained attendance and grading records utilizing Excel spreadsheets
Liliana Hickman-Riggs, CPAAdministrative Assistant to Mrs. Hickman-Riggs, Regional Manager Becker CPA Review
May. 2008 - Aug. 2010Dallas, TXDuring Summer Internships: - Initiated filing system for multiple textbooks and teaching materials - Implemented new organizational system for grading and classroom management
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