Custom Research & Insight, Voice of Customer, Customer Experience
Resume:
JULIE PUZZO
East Hartland, Connecticut *****
**********@*****.***
linkedin.com/in/juliepuzzo/
MY WHY
After three years of running my own business, I’m excited to return to a corporate role where I can apply my experience in leveraging customer insights to drive impactful strategies. As a business owner, I developed a deep understanding of consumer behaviors and leverage them to create effective marketing strategies and nutrition and wellness programs. I’m eager to leverage this expertise and drive business solutions that align with both customer needs and business goals.
Throughout my career, I’ve excelled in managing cross-functional teams, building strong relationships, and translating key insights into actionable results. My strengths in organization, efficiency, and communication have been integral to my success, and I’m confident that my skills in research and analysis will make a meaningful impact.
AREAS OF EXPERTISE
Customer Research & Insight Client Relationship Manager Account Manager Customer Experience (CX) Voice of Customer (VOC) Communication Management Nutrition Wellness Fitness PROFESSIONAL EXPERIENCE
SNH Nutrition & Wellness, Simsbury, CT September 2021 - Present Owner & Founder
● Develop, launch and grow nutrition services
● Support clients via a mobile habit-based approach (individual coaching/nutrition challenges)
● Build a social media calendar/marketing strategy/website
● Develop and manage communication content (email, social, videos, nutrition talks/blogs)
An experienced research, communications and sales professional, grounded in insights, customer experience, strategy and relationship management. Establishes and maintains excellent relationships with clients, cross-functional teams and Senior Leadership. Driven by inspiration and motivation, help clients achieve personal goals by providing accountability, support and knowledge sharing. Pivotal team member of 3 startup companies, who wears multiple hats, works at a fast (ever changing) pace, drives change, and works independently as well as collaboratively, as part of a team. Previous work experience on the following pages
EDUCATION & CERTIFICATION
UNIVERSITY OF CONNECTICUT
Master of Arts (M.A.), Survey and
Public Opinion Research
JACKSONVILLE UNIVERSITY
Bachelor of Science (B.S.)
Geography
Minors: Communications and
Sociology, Jacksonville University
Medallia Operational CEM Certified
HSN Certified Nutrition Coach
HSN Certified MentalFit Coach
(In process) NASM CPT AND CNC
Cigna, Bloomfield, CT (remote) September 2019 - September 2021 Account Director, Customer Communications and Tailwind
● Exercised effective communication skills to manage business partners/clients and teams, develop compelling presentations that sell services.
● Forged strong internal Cigna client relationships and partnerships with cross-functional agency teams including Creative, Production, Project Management and Finance.
● Reviewed Account Supervisor’s creative briefs to ensure they deliver effective strategies, ensured plans are tied to business objectives and leverage the brand promise.
● Developed and recommended ways to streamline communications, at the client level and internally within team.
● Oversaw execution of marketing plans and campaigns with partners across Cigna Corporation
● Reviewed all budget estimates and manage actual vs. proposed budget, compiled billing, income forecasts and reports. Cigna, Bloomfield, CT (remote) March 2019 - September 2019 Business Communication Senior Advisor (contractor)
● Partnered with communication leads, business partners and subject-matter experts to source stories and ideas.
● Developed strategy to collect customer stories across the enterprise, managed review process, and publishing of content. Prepared content, including stories and videos.
● Served as communication lead with the Integration Management Office on enterprise communication key milestones. The Hartford, Hartford, CT January 2018 - March 2019 Director, Customer Experience (CX) & Voice of Customer (VOC)
● Developed governance/organization structure for CX community of practice (CoP).
● Established new operating routines to ensure that customer insights are woven into organization.
● Identified areas of opportunity to implement the VoC solution.
● Designed and populated journey-based scorecards to demonstrate the value of VoC.
● Created, facilitated and launched a “CX” corner on the internal employee internet to foster employee engagement and customer-focused attitudes and behaviors.
GutCheck, Denver, CO (remote) November 2015 - December 2017 Strategic Account Director
● Internally coordinated project design and execution while ensuring top customer satisfaction scores.
● Collaborated with cross-functional teams on research, product, and sample management, to execute projects.
● Conducted presentations to Executive F1000 Client teams JULIE PUZZO
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linkedin.com/in/juliepuzzo/
rEvolution, Chicago, IL (remote) May 2014 - November 2015 Senior Director BD, Consulting and Research
● Developed marketing strategies that fostered relationships in the community and increased brand awareness.
● Worked collaboratively across internal groups to strategize and identify new opportunities.
● Created sales protocol and workflow to drive research goals.
● Created relationships with Fortune 500 companies including Coke, Mars, ESPN, Nike, Adidas, Verizon, Chrysler and Bacardi. 24tru, (formerly Qualvu), Denver, CO (remote) March 2010 - May 2014 Senior Director, Enterprise Research & Sales Strategy
● Established solution as a best practice for on-line qualitative research/knowledge management within Citi, MasterCard, MetLife, Clorox, Unilever, PepsiCo, Kraft/Mondelēz, Nestle, Colgate-Palmolive, Wells Fargo, Mattel, Intel and more.
● Completed account ownership; directed researchers and project managers throughout project lifecycle.Served as Executive Team consultant on company sales strategies and tool/process adoption.
● Consistently exceeded quota. Top seated producer 3 years running driving a total of $4M in client revenue in 3 years.
● Managed enterprise sales reps to create cold calling plans and account priorities to drive capabilities presentation meetings.
● Performed as sales team mentor, consummate team player, cross-functional department facilitator.
Senior Manager, Research & Insights
● Excellent communication and presentation skills – presented research findings in oral and written format to a wide variety of audiences around the world
● Highly skilled at multi-tasking, managing multiple projects, meeting tight deadlines and working independently while prioritizing work efficiently to achieve desired results.
● Worked with sales team to provide education on research methodology, developed capabilities presentations and case studies.
● Supervised and trained junior analysts, supervised contractor work. ADDITIONAL CAREER EXPERIENCE
Acturus (formerly The Pert Group/Pert Survey Research) Farmington, CT July 2004 - March 2010
Senior Project Director, Senior Account Manager, Account Associate, Account Manager
Toluna (formerly Greenfield Online)
Wilton, CT January 2004 – July 2004
Project Manager
Ipsos-Asi,
Norwalk, CT October 2002 – January 2004
Project Director
JULIE PUZZO
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linkedin.com/in/juliepuzzo/
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