LARRY BLANDEN

267-***-****

adxt22@r.postjobfree.com

** ******** ** ****** ** 08080

PROFESSIONAL SUMMARY

Forward-thinking professional who is extremely successful at communicating with and collaborating with teams to develop resources that will meet short- and long-term goals. Ability to partner with stakeholders, both internally and externally to promote positive relationships in addition to supporting change that will support stakeholder initiatives.

SKILLS

• Account Management

• Vendor Relationship

• Program performance analysis

• Sales Marketing enablement • Training and Career path development

• Corporate Branding

• Process Improvement

• Crisis Communication process • Customer Experience

• Change Management

• Community Engagement

• Social Media marketing

EXPERIENCE Manager of Change Management

Vanguard, King of Prussia, Pennsylvania, Aug 2022 - Present

● Support business transformation by leading major change management components with applying functional expertise to improve results.

● Serve as a consultative partner for business leaders, product/project teams and business partners to establish business readiness strategies and change management plans for divisional initiatives.

● Proactively identify and recommend mitigation of potential risks and optimize approaches to delivering changes impacting the subdivisions.

● Develop and maintain processes/tools for establishing business readiness with direct oversight of communication, training, and change management activities that also included internal marketing strategies.

● Multi-facet role, worked with additional project managers and vendors to roll-out a new technical software throughout the company enterprise.

● Key role was creating communication and training along with conducting weekly meetings with executives, stakeholders, and key employees to align with changes along the daily matrix.

Program Account Manager

Ring, Malvern, Pennsylvania, Oct 2018 - July 2022

● Developed strong relationships with clients, connecting with key business executives and stakeholders in addition to preparing sales and customer experience reports.

● Analyzed and responded to changing market conditions to include competitive benchmarking utilizing NPS strategy.

● Reviewed feedback reports and data to enhance product/program effectiveness related to customer reviews.

● Defined and monitored metrics and procedures to improve overall team results in addition to reporting program metrics to stakeholders while facilitating change management.

● Spearhead implementation of strategic plans and verified alignment with corporate objectives while contributing to effective decision-making and proactive thinking.

Sr. Manager of Online Membership Support

Walmart/Sam's Club, Bentonville, Arkansas, Jan 2017 - Feb 2018

● Partnered with all identified stakeholders to develop internal processes that align with operational objectives.

● Proactively organized Executive escalation team and reported metrics that supported the organizational goals for internal and external stakeholders.

● Monitored customer satisfaction through KPIs from managed teams, feedback from operations teams and direct communication from customers. Prioritized service-related customer issues for swift resolution to align with SLA.

● Monitored social media performance based upon performance metrics, forecasts metrics and budget allocation.

● Implemented initiative to help boost online member loyalty by reducing customer call backs to our contact centers by 25%.

Customer Experience Manager

Comcast, Philadelphia, Pennsylvania, Jul 2015 - Jan 2017

● Implemented "Map of the Customer Journey" and identified opportunities to proactively intervene on the customers behalf.

● Improved customer satisfaction by leveraging customer insights and NPS feedback to direct team enhancements.

● Monitored and improved customer service team performance NPS score.

● Produced consistently high customer satisfaction ratings through proactive service management strategies and de-escalating conflicts to retain customers.

● Increased team productivity and performance using improved training and motivational strategies for team members.

Online Community Manager

Comcast, Philadelphia, Pennsylvania, May 2011 - Jul 2015

● Acquired new customers using creative, fresh approaches. while optimizing social media strategies by tracking customer engagement/feedback to enhance reach and implementing targeted social media strategies through specific campaigns.

● Promoted client satisfaction with close collaboration and consistent achievement of targets. while engaging daily with the community using posts, stories, tweets etc.

● Managed corporate marketing goals by collaborating closely with social media teams to develop fresh strategies. and keeping leadership informed through monthly reports highlighting emerging trends and current activities.

● Developed and executed social media programs to drive awareness and engagement while keeping the messaging consistent with company brand.

● Managed, built, and maintained Comcast online residential and business community forums.

● Introduced a new gamification program for both Comcast Communities that increased engagement by 15%. and drove Comcast Community Online growth to 3.5 million page views and over 10k new members a month.

EDUCATION Associate in information technology

Pierce College, Philadelphia, Pennsylvania, May 2010

Bachelor of Science in Marketing and Management

Wilmington University, New Castle, Delaware, Aug 2022

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