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Work Background
VMLSenior Manager, Customer Relationship Management Delivery
Jan. 2023 - Mar. 2025New York, United StatesManaged a 20-member cross-functional team of developers, quality assurance analysts and tech solutions engineers, spanning the U.S., Argentina, and Costa Rica. Developed team member capabilities and competencies in campaign planning and execution, process definition and documentation Monitored employee productivity and provided constructive feedback and coaching Trained and shared beneficial practices for the growth of the department Led in the scoping of project requirements and built out process and team structures to support execution of customer engagement programs across multiple owned channels and platforms. Proactive problem solver and trusted escalation point for client concerns. Assessed, planned, and implemented special projects under the direction of client, client teams, agency delivery and management teams. Worked closely with client and agency teams to set and implement policies, procedures, and systems and followed through with implementation and delivery of cross-channel campaigns Transformed high-level strategies into actionable cross-channel campaigns. Maintained accurate forecast reports based on status of projects in delivery and opportunities in the pipeline. Kept abreast of current trends in customer engagement, marketing, industry approach and presented best practices for cross-channel customer engagement Responsible for client escalations to full resolution Ensured adherence to legal, CAN-SPAM, regulatory, Ai and company policies and procedures Communicated information from upper management to employees and vice versa Reviewed and approved monthly billing reports for managed services and professional service retainers Worked with PMO to ensure resources are assigned to client projects
VMLProgram Manager
Jan. 2020 - Jan. 2023Promoted from Campaign Manager to Program Manager
VMLCampaign Manager
Jan. 2018 - Jan. 2020Promoted from contract consulting position to employee
Capital OneMarketing Campaign Manager
Jan. 2011 - Jul. 2017Plano, Texas, United StatesWore many hats during my time at Capital One Auto Finance, but my proudest moments were related to problem solving. o Restructured event communication strategy to B2B customers during an enterprise-wide email blackout period, increasing pre-event engagement and raising event attendance by over 30%. o Led hot house sessions, networked across roles and business, and participated in creative design thinking and prototyping, re-imagining the way we can ideate and solve. o Created IP Warming / Re-Engagement email campaign to ramp up B2B email communications, protecting company from customer firewalls and CAN-SPAM, increasing email deliverability, open/click engagement and improving our overall email data health. o Increased internal communications and improved relationship between Marketing and Sales by proposing and implementing internal social media channel.
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