Marketing & Customer Experience Professional

DANIELLE BLACKWELL

E-Mail:******************@*******.***

Phone: 404-***-****

Education

Savannah State University May 2006

Bachelors of Arts Mass Communications/Public Relations

Experience

Senior Marketing Specialist Atlanta, GA Dec 2012-Present

Comcast Cable Communications-Southeast Division

Monitor and communicate product updates, incentives, television content and process changes in accordance with management and corporate initiatives.

Contributes 60% of business relations by creating and printing materials to generate and secure sales.

Decrease the number of unworked leads by 15% by supervising the day to day inquiries and lead assignments for all referral programs designed for the sales organization.

Create and maintain rate card updates, programming content, and digital channel guide technical changes to ensure all content is precise and displaying continuously for over 1.3 million customers.

Establish marketing and sales strategies that increases Comcast’s advertising by supporting 84% of local initiatives/events to increase brand awareness and manifestation.

Liaison for the sales organization and provides event support to management team for over 2000 sales account representatives

Collaborates with corporate partners to ensure all tactics are created and produced according to designated timelines.

Coordinates event logistics, including contracting, venue set up and design, and technical services.

Effectively manage Marketing Budget which includes expenses related to creative development and print production.

Proofed direct marketing tactics to align brand standards, messaging and legal accuracies that prevented FCC fines of over $400,000 and customer revenue loss of over $2,000,000.

Researches, writes, and develops supporting marketing materials and presents recommendations to Marketing Manager or internal committee.

Assists in translating business needs into analysis designs providing insight, knowledge, and understanding of customers, products, and industries.

Reward recipient from the Marketing Operations Director for new process implementation which saved over $100,000 annually on channel lineup cost.

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Finance and Fraud Detection Specialist Atlanta, GA Feb 2010-Dec 2012

Comcast Cable Communications

Operated in full compliance with internal policies and procedures as well as applicable regulations and laws.

Created team reporting to show percentage savings and calling dispositions using Microsoft Excel pivot tables.

Responsible for reporting any procedure or process that did not meet regulatory requirements including fraud, whether suspected or confirmed, to management.

Implemented the “Hot Tap” Program for delinquent and disconnected accounts.

Attend related seminars, classes, and conferences sponsored by the department, system or third party vendors.

Executed filtering candidates for “Internet Essentials” Program.

Day-to-day investigation of escalated, potentially suspicious activity.

Monitor daily traffic and real time reporting to flag emerging risk.

Work directly with the Compliance and Operations teams to ensure that the maximum amounts of customers are expediently serviced while minimizing risk.

Lead Training Associate Atlanta, GA May 2008- Feb 2010

Comcast Cable Communications

Trained and served as a subject matter expert for employee knowledge by assisting with development and implementation of the Help Desk resulting in national streamlined operations.

Utilized Microsoft Excel pivot data tables to assess daily, weekly, and monthly evaluation data and analysis of call volume and disseminated results to management.

Created the New Hire Nesting handbook that was distributed to over 1,000+ employees.

Trained the customer care staff and management to follow the organizational work setup and upgrade the standards of their performances.

Analyzed the data entry operations and prepare reports on the systems effectiveness in achieving targets.

Trained individuals with regard to consistently meeting and exceeding sales and service goals by determining customer needs and interests; through cross selling and/or upgrading products and services.

Created more user friendly training and jobs aids to effectively enhance the sale experience.

Assistant Producer and Finance Assistant Atlanta, GA Mar 2007- Feb 2010

Cox Communications-WSB-TV Atlanta

Aided in forecasting reports-analyzing and planning to reach monthly goals.

Assisted with full scope of production including research, interviewing, digital journalism, and booking.

Earned lateral promotion to Advanced Finance coordinator within 3 months of attaining position.

Working knowledge of technical aspects of broadcast & digital production.

Spoke with correspondents daily sharing cost effectiveness and enhanced business practices.

Produced new website template that reduces customer volume and calls on a daily basis.

Knowledge of Cox Communications Policies and Guidelines and Practices.

Customer Account Executive Atlanta, GA Jul 2006- May 2008

Comcast Cable Communications

Provided support and guidance to account executives with reviewing contracts, promotions, pricing and level of services to ensure all submissions met criteria and compliance requirements for acceptance.

Serve as the subject matter expert and acting reporting supervisor that educated all new hires on small business operations.

Trained and provided peer mentorship to over 20+ account coordinators.

BEN (Bringing Entertainment Network) Facilitator for Atlanta; responsible for assigning and monitoring potential clientele interested in Comcast Business services.

Awards/Organizations/Accomplishments

Champion of Excellence achievement awards for delivery of exceptional customer service. Marketing Operation Director Award for outstanding process implementation and channel lineup cost. Team member on the Customer Experience Action Team (CEAT); Active member/blogger for WICT (Women in Cable Telecommunications), CTAM (Cable & Telecommunications Association for Marketing) & NAMIC (National Association for Multi-Ethnicity in Communications); member of ERGs: Black Professional Alliance, The Women’s Network and Young Professional Alliance.

Skills

Applications: Windows/XP/Vista, Workbench, Amdocs, CSG/Rumba, Comtrac, SalesForce, CSR Tool, ABT Tool, Docusign, CTNA, PQT, RCF Tool & NGT. Tools: Microsoft Office Suite, Adobe, Photoshop, and McAfee/Norton Virus Protection Utilities

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