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Work Background
Cox CommunicationsMarketing Director
Jan. 2023 - Jan. 2025Atlanta, Georgia, United StatesLed strategic development, program creation, and execution to increase awareness of core products to retain key consumer segments. Accounted for upsell connect rates, churn, and revenue through holistic campaign planning across digital, sales, and marketing teams. - Identified key business opportunities and market trends, using consumer insights and advanced analytics to inform strategic development and target audience to reduce churn and gain incremental revenue per customer. - Created revised base management programs across various tactics, connecting incremental 3.5K up-tier transactions per month, meeting goals and exceeding historical benchmarks. - Partnered with pricing team to launch new pricing strategy for current customers, accelerating upsell rates for consecutive months after launch. - Led Multicultural division as interim Director, ensuring culture and diversity within base was accurately represented in Marketing collateral and campaign development, leading to higher engagement from key segments.
Cox CommunicationsSenior Manager, Consumer Marketing Strategy
Sep. 2021 - Jul. 2023Atlanta, Georgia, United StatesDeveloped vision and direction for competitive marketing programs to deliver comprehensive tactics against competitive pressures. - Led testing, targeting, development and execution of competitive defense strategy for existing customers, helping to exceed churn performance at 2.15% vs. 2.23 goal, and adding .50 in revenue vs. test groups. - Partnered with key boundary partners across digital, pricing, and sales to analyze competitive market trends, reducing churn and maximizing revenue for ~6M current customers. - Developed retention strategy for strategic opportunity segments, surpassing business goals and benchmarks.
Cox CommunicationsSenior Manager- Retail Sales Strategy
Jan. 2019 - Sep. 2021Greater Atlanta AreaLed and developed multiple key business initiatives to help maximize revenue and operating expenses, optimizing customer and agent experience to achieve sales efficiency for over 120 retail and third-party locations with ~1200 employees nationally. - Partnered with key strategy owners to launch new Mobile business unit, improving business processes, and redefining critical roles which reduced yearly Opex spend, increased adoption rates of sales tools, improving churn by 25%, reducing average credit spend per rep, and increasing overall compliance. - Partnered with Retail Operations team to develop end to end processes for leader training and store operations, developing process improvements. - Collaborated with pricing team to launch new pricing strategy, developing incentives to drive key performance metrics. - Developed and executed store labor strategy, optimizing in-store resources and employee experience.
Cox CommunicationsRetail Sales Manager II
Oct. 2016 - Jan. 2019Led and developed team of sales and support employees, focused on driving customer acquisition and retention of Cox products. - Managed largest retail store of 109 stores in Cox service areas accounting for ~ 23% of San Diego traffic or ~19k door swings per year. - Managed all store operations along with sales and support team - Hired, trained, and developed store staff - Set performance goals at the store and individual rep level - Monitored store shrink and manage daily cash handling and accounts payable - Facilitated weekly staff meetings to ensure employee alignment on traffic trends, competitive intel, and key company initiatives - Developed store labor plans based on corporate guidelines, seasonality, and anticipated customer demand
Cox CommunicationsSenior Sales and Operations Specialist
Jan. 2015 - Oct. 2016San Diego, California, United StatesAssisted store manager to lead sales and support staff to reach performance and operational goals. - Helped facilitate weekly sales meetings to ensure associates are aligned to corporate initiatives, including customer and product strategies - Served as a point of escalation for complicated sales and/or customer disputes - Ensured staff was properly trained by planning and executing training, identifying opportunities for staff development, and coordinating execution of corporate learning initiatives - Supported troubleshooting for customer technical problems and sales tools related issues - Served as the Subject Matter Expert (SME) of all product knowledge and agent sales tools - Assisted with hiring, onboarding, developing, and scheduling sales staff - Assisted with daily store operations (cash reconciliation, inventory, cash handling) and weekly store audits as assigned
Cox CommunicationsSales Support Specialist (Supervisor)
Apr. 2013 - Jun. 2015Greater San Diego AreaSupported call center Inbound and Retention sales teams with sales training and data entry. Also acted as Supervisor on duty to resolve customer escalations.
Cox CommunicationsSales Representative
Sep. 2011 - Apr. 2013Greater San Diego AreaSold, promoted, and retained Cox products to new and existing customers.
Florence Elementary SchoolTeaching Assistant
Jan. 2010 - Jan. 2011San Diego, California, United StatesSupported lead teacher with lesson plan development, individual and small group support, and managing student behavior.
BCBGMAXAZRIAGROUPRetail Store Manager
Jan. 2009 - Jan. 2011San Diego, California, United StatesLed and developed team of sales and support employees, focused on driving customer acquisition of Max Azria retail apparel. - Led store operations (cash handling, shrink) and inventory management - Responsible for hiring and training of store sales and support employees - Held weekly meetings to ensure alignment of store performance and key company initatives / goals - Oversaw floor inventory to ensure alignment with Marketing design strategy
Alkebu-Lan Images Book StoreBookkeeper
Jan. 2006 - Jan. 2008Nashville, Tennessee, United States- Led store operations (cash handling, shrink) and inventory management
- Oversaw floor inventory to ensure alignment with Marketing design strategy
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