Call Center Customer Experience

Joni Mitchell linkedin.com/in/joni-mitchell-******13

Mobile: 281-***-**** Email: ***************@*****.***

Executive Summary: Marketing and customer experience professional with a successful track record of creating brand strategies, customer interactions and marketing campaigns designed to build brand awareness and drive sales for both B to B and B to C companies. An energetic, engaged, driven and well-rounded leader with expertise in analytics, product development, customer engagement, project management, marketing operations, media and deployment of new programs with emphasis on ROI.

Professional Experience

US LawShield Houston, TX August 2021 – July 2023

Director of Retention Marketing

•Worked directly with the call center team to implement process for ensuring that customers were taken care of in the appropriate way and developed process to reduce churn rate through a five step process.

•Developed retention strategy and reduced churn rate from 8% to 3%. This included working with the call center to develop a process that asked specific question to the customer to identify issues. From this we developed a multi phased process that identified the customers reason for unhappiness and provided them with a step by step approach to determine and minimize these issues.

•Manage projects including implemenation of technology, infrastructure changes and overall process updates to ensure the customer experience was top level. This included updating the website, creating a consistent call center experience and enrollment process.

•Developed segmentation and personas for customer base and implementing into marketing communications and customer interaction channels.

NRG Houston, TX March 2015- August 2021

Sr. Manager, Alternative Channels Marketing, Middle Market Business

Accomplished margin and sales goals through new programs developed each year for sales channels tied to these new programs and adding $500K in new revenue.

Worked to develop programs and initiatives with Chambers of Commerce, Associations and other partnership programs. For example I worked heavily with the Southeast Chamber of Commerce in Houston to come up with marketing campaigns, events and partnerships where we donated back to organizations within their area, supplemented businesses within their area. This program drove over $70k in new revenue over a 2 year period.

Exceeded aggressive first year goals and drove 200% growth in year two for an Authorized Rep network driving over 250 independent agents. This program allowed people selling other things to be a broker for NRG however were only allowed to Broker for NRG. Developed the training program as well as finding potential agents to becoming Authorized Reps.

Identified and developed strategic alliances and partnerships to drive referral and new sales opportunities.

Responsible for vetting operational issues, legal ramifications and program details including creating training, marketing communication and reporting for all programs. Worked heavily with the call centers to ensure alignment and utilize the data driven information to better serve the customers wants and needs.

Helped sales staff to exceed sales goals and deliver sales 50% above previous year through trade shows, events and marketing campaigns designed to provide high quality leads for sales staff.

Managed projects with call center and tech teams to enhance customer experience and provide content to representatives to ensure that the customer information was appropriately capitalized to ensure retention and new acquisition.

Waste Management Houston, TX April 2011- December 2014

Sr. Program Marketing Manager, Open Market Residential

Delivered over $15 million in lifetime revenue in year one based upon new marketing strategy developed and launched for struggling service line.

Worked with 25 areas to determine the best potential strategies within that area. Since Open Market Residential was very specific within a specific area we would determine the best way to capitalize within that area of the market. For example in New Jersey townships would have Open Market Residential and you could capitalize by having event in specific areas. It would include events, city involvement, outbound calls, and door to door marketing. In other areas it would be limited so we would have to be specific and do outbound calls and neighborhood involved events only. Determining this would require a discussion with the call center, the neighborhood vacilities.

Launched and managed door-to-door, in & outbound telemarketing, direct mail, social media and digital marketing including UX/UI experience. Worked to develop apps for enrollment and to tie with the call center and ensure a good customer experience.

Increased residential sales from less than 100 new customer acquisition run rate to averaging over 1300 new customer enrollments per week within first 12 months with a ROI under 1 year and a lifetime value of 6 years.

Decreased attrition by 40% through two new marketing efforts including a new analytically designed customer save process deployed with cross functional teams.

Increased cross sell opportunities by 10% through marketing and promotional initiatives.

Managed digital agency and third party relationships as well as developed business partnerships initiatives.

Reliant Energy Houston, TX May 2006- April 2011

Manager, Acquisition and Renewal Customer Marketing Segmentation Manager

Exceeded annual EBITDA and customer count goals through various marketing campaigns including direct mail, online, social media, radio and television.

Decreased cost of acquition in several platforms by working to ensure easy customer experience.

Responsible for over $300 million annual in revenue based upon pricing and margin strategies.

Boosted sales in under-served segments by 20% through strategic approaches based upon key analytics. This would include talking to the customer about their specific needs. Developed pricing strategies and call center processes to increase sales.

Delivered the highest yield in direct mail campaign tracking for the organization, nearly doubling expected returns through a marketing strategy that appealed to a targeted segment based upon data analytics. This targeted renewable energy customers and capitalized on data analytic information to ensure that we provided specific product needs to that customer group. We worked with the call center as well to develop a specific group and approach for these calls. With this we delivered a 12% response rate and 80% enrollment rate.

Worked projects to enhance reporting, customer segmentation, customer experience, customer retention, customer loyalty and margin maximization. Worked in conjunction with product development to come up with segmented products that serviced specific groups including low costs sustainable energy and unique platforms. This helped to drive increased response and overall top level performance.

Oversaw marketing and advertising budget in excess of $3MM.

Coastal Banc/Hibernia Bank Houston, TX June 1997- August 2005

Director Marketing and Product Strategies

Advertising Project Manager

Directed the brand, advertising and promotions department including point of sale, radio, television, print, Internet and direct mail marketing programs with a budget exceeding $4MM annually.

Worked to increase customers in for both consumers and business customers.

Increased revenue by $2 million by leading a cross functional team in development of new product designs. Created and executed marketing communication plan based upon research results to promote new product.

Increased both product and customer profitability by utilizing data analytics to determine customer and product profitability. Presented marketing strategy to senior leadership designed to capitalize on new learnings.

Increased brand awarenes by 6% through creation, conception and executon of a brand and digital strategy to increase awareness, generate leads and in turn delivering increased sales.

Oversaw research and analytics functions including customer satisfaction research, mystery shopping programs, new location evaluations and product and competitive research.

Added over $3MM annually in additional revenue through the management of product development functions for both consumer and business products and services.

Defined pricing strategies, shifting cost of deposit down nearly $0.50.

Developed brand positioning strategy and ongoing branding initiatives including in-branch merchandising.

Initiated $6MM in deposits through coordination and execution of all events, grand openings and sponsorships.1997

Multi Media Publishing Houston, TX February 1994 – May 1997

Marketing Manager

Created adverstising and marketing programs to solicit new advertisers and attendees to conferences and tradeshows.

Managed marketing and public relations functions.

Worked with call center and other departments to develop processes and create an ongoing customer experience that ensure ongoing customers and keep subscription rates consistent.

Developed promotions to drive traffic and secure ongoing PR Campaign coverage on national and local networks including CNN, the New York Times and The Wasthington Post.

Core Competencies

Strategic Marketing Leadership

Brand and Sector Strategy

Acquisition Marketing for B to B and B to C organizations

Public Relations and Communications Management

Product Development

CRM Strategy

Retention Marketing for B to B and B to C

Project Management

Customer Loyalty Programs

Campaign Management & Analytics

Program Development

Digital and Social Media Strategy and Deployment

Business Segmentation Intelligence and Analytics

Competitive Analysis

Social Media Marketing

Education

Bachelors of Business Administration with an emphasis in Marketing * Iowa State University

Contact this candidate