Customer Experience Project Management

DOROTHY SKIRZENSKI

Middletown, RI • *******@*****.*** • 401-***-**** • linkedin.com/in/dorothyskirzenski CORE COMPETENCIES

• Customer Engagement • CRM Management • Marketing Automation

• Client Success Management • Project Management • Lead Generation

• Account Management • Content Syndication • Account-Based Marketing PROFESSIONAL WORK EXPERIENCE

Madison Logic New York, NY Remote

Enterprise Customer Success Manager 2022-2024

• Manage retention, growth and expansion of the largest and most strategic accounts

• Optimize campaigns, quantify results and help marketers target accounts showing purchase intent at every stage of the buying process through ABM Content Syndication, ABM Display Advertising, ABM Social Advertising Integrations such as LinkedIn and ABM CTV advertising.

• Nurture and delight the customer by ensuring a successful and cohesive multichannel ABM strategy

• Drive omnichannel full funnel campaigns through integrations to accelerate the buyer’s journey

• Deliver strategic guidance and insights through the use of the ML Platform and ML Insights to create a solid pipeline for marketers

• Measure and optimize ABM programs by understanding the customer’s KPIs and objectives DemandScience Danvers, MA Remote

Senior Customer Experience Manager 2021-2022

Customer Experience Manager

• Managed client’s campaigns from kick-off to completion, serving as the main point of contact for campaign changes and communication. Managed campaign flow, timing and lead delivery for accuracy and timeliness ensuring customer satisfaction, high NPS scores and repeat business through contract renewals and increased sales.

• Partnered with companies to upgrade their pipeline by identifying prospects, and converting opportunities with accurate B2B data through campaign management, DemandScience data and lead delivery.

DS Consulting Newport, RI

Consulting/Business Analyst 2008-2021 •

Reviewed financials and assisted in long term strategic planning.

• Reduced expenditures by 22% on staffing, accounting, and computer software.

• Reviewed operations and made recommendations.

• Reduced costs and revised marketing and sales goals. AVTECH Software Warren, RI 2020-2021

Client Services Manager

• Maintained and developed proactive outreach to existing customers.

• Increased revenue of repeat sales and service renewals by 15%-20%.

• Developed the overall customer experience strategy.

• Managed Amazon Marketplace Order processing backend logistics.

• Reviewed Net Promoter Score results from customer surveys. Dorothy Skirzenski, 401-***-****

Tuition Management Systems (Acquired by Nelnet out of Lincoln, NE) Warwick, RI 2017-2018 Marketing Campaign Manager

• Increased revenue by 5.7% and increased enrollments by 8.6% for the year over the prior year.

• Delivered on-time, high quality materials for all marketing campaigns.

• Created campaign planning, execution, tracking and analysis. Increased marketing automation.

• Managed the Campaign Lifecycle, including development, deployment, optimization & enhancements.

• Measured effectiveness and ROI of marketing initiatives.

• Ensured quality control, deployment, and compilation of B2B and B2C marketing communications.

• Maintained school relationships and retention in collaboration with the sales and service teams.

• Maintained project management schedule for multiple campaigns. Prince Alfred College Adelaide, Australia 2009-2010 International Educational Outreach Coordinator

• Worked with students abroad on special projects, including reading to increase education.

• Planned and executed travel to support international learning opportunities. New Territories North Kingstown, RI 2007-2008

Director, Client Services (Client Success)

• Launched inventory sourcing management services, leveraging business process outsourcing.

• Worked as lead Project Manager and scheduler on various contracts.

• Advanced supply chain management logistics through the development of outreach projects.

• Managed vendor relationships, purchasing and procurement, warehouse timing, contractual agreements, service level agreements, project requirement schedules, and quality assurance analysis.

• Managed purchase orders, sales orders, invoices, accounts payable and accounts receivable.

• Administered customer satisfaction surveys to ensure customer retention and contract renewals.

• Earned a 22% margin on a multifaceted client project, exceeding expectations in implementation timelines, scope changes, and overall productivity while working as a trusted advisor to clients.

• Documented training and team selling procedures for client services and sales, elevating the ability of teams to build rapport, sell more, and expand the existing client base.

• Managed Salesforce and all updates.

• Engaged customers regularly on calls to drive new opportunities and to add value. Winstar Communications Inc. Mansfield, MA 1999-2001 Senior Marketing Manager

• Coordinated and researched lead generation opportunities, implementation, and tracking sales teams.

• Managed marketing requests for the Vice President of Marketing and for the New England region. Senior Manager – Client Services (Client Success)

• Designed and managed a new internet and hosting services division in customer service and sales.

• Created job descriptions, salary ranges, and compensation packages for client service representatives.

• Managed an East Coast client services team in Mansfield, Massachusetts and a West Coast team in Bellevue, Washington. Monitored customer health while resolving customer inquiries.

• Developed a base of $12M per year in revenue with concentrated lead generation activities through quarterly reviews, phone contacts, and upselling to the existing client base.

• Acquired a small Internet startup with 50 employees, completing due diligence on the existing client base and revenue stream.

Frontier Communications Inc., Washington, DC, Philadelphia, PA, & Baltimore, MD 1996-1998 Client Services Manager

• Managed a $2M monthly client base with a team of eight; negotiated client contracts to maintain profitable margins. Senior Client Services Consultant, Frontier Communications Inc., Mansfield, MA

• Upgraded customers’ services for a $525K portfolio. Dorothy Skirzenski, 401-***-****

AT&T Boston, MA

Branch Technical Specialist 1995-1996

• Acted as a project manager on new and existing accounts.

• Implemented T1.5 trunk lines and other service requests by coordinating with PBX equipment vendors, AT&T

technicians and customers.

• Provided technical expertise to both the sales force and customers.

• Reviewed pre-sale pricing and post-sale activity with upper-level technical advisers. Bentley College Waltham, MA 1991-1995

Assistant Director of Admission, Alumni Liaison/Athletic Liaison

• Recruited quality prospective student from 33 states and 54 International countries.

• Read application files of all students, specializing in reading legacy applicants, athletic candidates, and students with learning disabilities. Planned and executed a multi-state travel schedule.

• Supervised and trained alumni admission volunteers and students. Participated in interviews of both students and new employees. Coordinated volunteers for recruiting events, including college fairs, interviews, information sessions and high school visits. Assisted with direct mail and marketing efforts.

• Worked on MBA while working full time in the Undergraduate Admissions office at Bentley. COMMUNITY SERVICE

• President, MOMS Club of Portsmouth

• Fundraising: March of Dimes, Alzheimer’s Association of Rhode Island, Pop Warner Football

• Fundraising Chair-Middletown Music Boosters

• Fundraising-Middletown Athletic Boosters

EDUCATION DEGREES • Master of Business Administration - International Business, Bentley University • Bachelor of Science in Marketing - Bentley University CERTIFICATIONS:

• HubSpot Inbound Marketing Certificate-2019

• HubSpot Social Media Certification-2019

• HubSpot Email Marketing Certification-2019

• HubSpot Content Marketing Certification-2019

• Digital & Social Media Strategy- Bryant University-2019 TECHNICAL SKILLS

• MS Office: Word, Excel, PowerPoint, Project, Publisher, Outlook; QuickBooks, Monday.com, Salesforce, LinkedIn, GONG, Integrate, Atlassian Suite: Jira & Confluence, Slack, MSFT Teams

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