Results orientated individual with expertise in growing client relationships, strategic planning and selling technology solutions. Proven track record of leading teams to execute strategy by applying analytics, problem solving and communications skills.
Jan 2014 – present Startek/(acquired ACCENT June 2015) Jeffersonville, IN
Director, Client Engagement
Transformed client’s customer care by enabling measured improvements in operating expenses, service levels, customer experience, customer satisfaction and revenues.
Visionary for solutions to support client’s business challenges in online and offline initiatives including IVR services, proactive chat and Social Media Engagement Management.
Responsible for managing and leading a team of five(5) Engagement Managers (15 Coaches and 350 employees) to achieve operational metrics and provide value back to the client near-shore and onshore across multiple sites.
Responsible for managing and negotiating multi-million dollar accounts, maintaining 4-5 clients that include inbound and outbound sales and care programs, proactive and reactive chat, social media engagement, E-mail and self-service.
Develop and execute strategies to streamline processes and create efficiencies for clients in the contact center space. Saved client 22% on their CPI by executing process improvements. Shifted 15% of their volume to lower cost channels by designing and implementing proactive chat business rules.
Project manage new initiatives that involve cross-functional teams including launching outbound programs, new product launches, cost-saving measures and new channels
Support Sales WIN team for Retail clients
Extensive experience with developing self-service strategies, designing and optimizing omni-channel experiences and consulting with clients.
Knowledgeable with Interactive Intelligence’s (I3) telephony platform, InContact, Avaya, Oracle’s Right Now platform, ZenDesk, Salesforce, Microsoft Reporting Services tools, data warehouses, Sharepoint and others.
Jan 2007 – Dec 2013 ACCENT Marketing Services Jeffersonville, IN
Senior Account Executive
Drive operational excellence in achieving client initiatives and providing a superior customer experience.
Manage the strategic direction for each client along with the supporting personnel and projects assigned to each client.
Experienced in Customer Experience Management, custom application design, CRM, multi-channel consumer support, interactive analytics and various support applications.
Developed various outbound campaigns to drive revenue or convert consumers.
2000 - 2007 CNET Networks Louisville, KY
Product Marketing Manager
Generated $3-$5 million on-line sales annually while maintaining a 48% gross profit.
Developed interactive marketing campaigns to include e-mail, newsletter promotions, website ads, web placements, and search optimization.
Developed merchandised offering from five skus to over 300 skus.
Streamlined the business back-end processes to improve efficiency, cut costs, improve marketing promotion capabilities, and improve inventory controls.
Knowledgeable in HTML, Microsoft Office, open source applications, MySQL, Adobe Photoshop
1998-2000 Historical Collections Inc. Past Times Catalog Louisville, KY
Director of Marketing, North America
Managed all North American marketing and catalog circulation efforts for international company based in Oxford, England
Increased sales by 16% over prior year by increasing catalog productivity and improved mailing circulation
Developed strategic initiatives focused on building strong brand identity and growing the business
Developed growth objectives, strategic planning, annual forecasting and budgeting and reporting analysis
1990-1998 Ballard Designs Inc. Atlanta, GA
Circulation Manager and Merchandising Analyst
Developed marketing and merchandising strategies that resulted in double-digit growth year over year.
Increased 12-month house file from 60,000 to 350,000 names and grew customer acquisition list from 2 million to 16 million.
Negotiated multi-million-dollar contracts with various vendors related to catalog production and list acquisition.
Performed all analysis in merchandising and marketing to optimize the merchandise direction with the marketing growth objectives.
1988-1990 Exposures Catalog Company Norwalk, CT
Directed all circulation activities including planning, sales forecasts, and new customer acquisition.
Managed daily production and mailing schedule to include list selection, house file segmentation, merge purge and mailing.
1987-1988 AZ Marketing Services Greenwich, CT
Performed break-even analysis on client mailings and developed circulation plans to reflect the client’s objectives.
1982-1986 Western Connecticut State University Danbury, CT
B.A., Business Administration